TeamSupport Review

PROS: Team support is easy to use and has features that allow for quick retrieval of ticket information. Our clients can monitor their support tickets as our team work on them.The Knowledge Base feature is great and provides an option to add our research findings which can help our other staff if they get tickets with similar issues.

CONS: There should be more robust sorting and filtering options on the screens.

PROS: It is easy to use Team Support. Our clients and staff can setup a ticket directly in their email. We have connected Team Support to our software program to allow our clients to view all their tickets and information and training material that we have setup in the Knowledge base. It is easy to see the workload of each employee and also see what our programmers are working on. The fact that we can keep all the information in one place makes us organized and avoids confusion.

CONS: All the glitches have been fixed.

PROS: What I love about Team Support is that it has diverse uses, from managing all our email support request, reporting on our support volume and facilitating easy chatting with members of staff and our customers. Frequent updates makes our work more easier and efficient.

CONS: There are issues that need to be fixed. First, some reporting and sorting features need to be improved to be more usable. Second, there needs to be a way to differentiate customers with similar names when adding the contact to the ticket.

PROS: With Team Support we can easily handle huge amount of support requests in a timely manner. It provides an integration with email so we can easily open support requests and respond to updates. But what I like most about the TeamSuppport product is the ticket deflection features that help us to find all the similar requests and to re-use the resolutions of the issues to subsequent the requests. We can easily complete common issues and dedicate time to specific issues that need more effort and time.

CONS: Though TS makes it easy to group similar issues together and to send status notifications to all the clients that are affected by a bug, there is no built-in functionality that would allow us to set-up ticket dependencies in order to prevent some tickets from being closed until some other dependent tickets are closed first.

PROS: With TeamSupport we can easily manage tickets and to keep up with our clients. We started to use its dashboards and I really enjoy working with them, edit and customize them as well so it can meet our needs. There is great feature for storing of customers and this means that we can attach the customer with all of their information to the ticket. The auto-replay feature allows us to set up various messages for various types of tickets as well.

CONS: The pop out screens from the Wiki make it little difficult to read and there is no option to sort many columns at a time. I’d really like to sort specific tickets by the age. And I don’t like that the popup with the phone numbers stays for long this makes it difficult to dial the number and we have to play hide and seek with the popup. In addition, they could include special area where we can upload videos in the knowledgebase.

PROS: Its full featured customization options allows us to adapt the system to our specific support model. Also, I like that we are able to track everything from one place and even with remote team on the go.

CONS: They could implement high-level control of email notifications.

PROS: We use Team Support for more than 2 years and we have great experience with it. It allows us to create, track and review the database info from generated task and tickets. We are able to keep up with trends and to work on our business’ improvements. We are even able to track our customer’s issues and their progress.

CONS: They could make the mobile app more intuitive and user-friendly, the software itself is intuitive and easy to use but the app needs to be more flexible.

PROS: TeamSupport is one product for various facets of support. We are able to manage all email support requests, to chat with other reps, to pull valuable reports about the support volume and even to integrate it with customer support Chat. They constantly improve the product to make it more intuitive and simple to use. There is an option to embed images into the response by copy/paste and to even ebed a video into the ticket as well.

CONS: They could improve the reporting and sorting feature even more, for e.g. I’d like to be able to preview a result before clicking on a ticket tag. Also, it would be great if I could select a portion if the capture window in ticket screen recorder or they could implement stop/pause control on the interface.

PROS: I like the fact that I can open all tickets at once view them concurrently. This makes it easy to manage multiple tickets without a hussle. More so, you can merge and bulk merge the multiple tickets into one and this speeds up efficiency. It is also easy to update tickets via email quickly and efficiently. It takes less time to send the email and watch it in the ticketing system update.

CONS: What I dislike about Team Support is that the application does not give a proper warning before it times out, unless you're working with something within the software. More so, if you type a long response and then hit save it informs you that your session has expired. If should have an auto log out or prompt that informs that the session is going into a time out phase.

PROS: I like that we can add video into the ticket and to email the ticket. The software has easy to use and user friendly interface. We can easily collaborate with others thanks to the water-cooler feature. We are able to track the people who look at the ticket and to chat with them so we can get feedback on what they are doing or what steps they have taken while interacting with clients. There is even an option to merge the tickets together so we can avoid duplication of the tickets.

CONS: When we use the timer and saving the ticket it will continue to tick when open a new ticket it doesn’t stop with the ticking. There is no update when someone else signs on to the same ticket, and sometimes it get hung and we need to “kill” the browser and in this way we lose information because it is not automatically saved. They could make automatically save options till the ticket is complete.

PROS: I like that I can easily configure various workflows for various kinds of tickets. We are able to add custom JavaScript that is based on widgets. There are lot of flexible features so we can easily set up the work and make it according to our needs. With the ticket automation feature we are able to send information to clients, add contacts to ticket, and auto-post replies, to set priority on tickets and many other things. The dashboard is customizable and it provides us with great overview of current status of things when we login into the system.

CONS: We would like to see an option where we can inform the owner of the ticket that is merged to another ticket that the ticket got new number and ability to auto-merge new responses within the merged tickets.

PROS: The best part about this app is that it is easy to use and can be customized to your needs. The Help Center is very helpful. You can find tutorials and reviews that are separated into categories for easy access. Beginners will find their guides and tutorials very helpful. More so, the tabs and pages are simplified and have customizable features.

CONS: If you try to access the dashboard, you'll realize that the quick link to the tutorials is not directed easily from the home page. Also, the tab for help does not take you to the dashboard which, in my opinion, is much easier to read. I wish they could make a new hire training module and that the tickets could be customized to be color coded such as red for urgent or yellow for high. This will help with visual needs within our company.

PROS: What I love about Team Support is that it has simple features and it's easy to use. It keeps me updated with all the outstanding tickets that I am working on. I also like that I can see the summary of the ticket and see who has worked on it even if they do not leave a note. Another great thing is that emails notify all parties about updates on the tickets and that I can customize the additional fields and assign to other users or flag it urgent.

CONS: I wish that they make it easier to organize my views of all the tickets because it gets a little confusing sometimes. More so, they should reduce the delay between updating what you put on the ticket and sending it because sometimes it takes ages.

PROS: I like the fact that it is easy to track support emails, assign owners, and ensure follow up of all tickets. Apart from helping us to provide five star support to our client, Team Support also makes it easy to do analytic reporting. We can track custom properties that we have created to capture the different types of data that we need from our support tickets.

CONS: I have nothing to complain about about so far.

PROS: What I like about Team Support is that it easens communication within our team and makes it easy to solve client's problems. We can add ticket actions which are invisible to the clients. Anyone in our team can access the written correspondence, comment or ask questions and add another team staff to handle the ticket. We all have access to the background which keeps us up to date with what's happening. We can also measure the response time so that we can monitor when we've exceeded our 1-hour goal and see how to delegate and process the incoming requests.

CONS: I wish the ticket templates were more intuitive and that there should be a single click on a client name. Currently, there are a couple of clicks to get to the 'New Ticket' option.

PROS: The application is flexible and easy to set up. It has helped us to improve how we handle support tickets and track bugs. The best thing is that we can customize our ticket types to what we need, and use automation features to control different actions. The report writer provides us with all the necessary information to facilitate reporting. We can see the effort put in by our support reps to solve an issue through the internal communication.

CONS: The disadvantage is that TeamSupport doesn't handle project management within a ticket as we would like. We need to purchase an additional software for that.

PROS: I like that Team Support makes it easy to manage my tickets and keep up with my clients. The dashboard is cool because it allows you to edit and customize tickets to fit your view. I also like the auto reply feature that allows me to set up different responses for different types of tickets. More so, it allows the storing of cutomers so that I can attach all the customer information to the ticket.

CONS: There are a couple of disadvantages. First, I don't like the fact that the wiki has numerous pop out screens which make it difficult to read. Second, you can only sort one column at a time yet, sometimes I prefer to sort all of tickets of a certain type or sort by the age of the ticket. I would prefer if the popup with phone numbers could stay up longer so that I could dial the number without trying to avoiding the popup. I also prefer an area where it's possible to upload videos or information content rather than just words and a few images.

PROS: What I like about the TeamSupport software is that it helps our team to organize our ticket types, manage workflow, and tag commonly used information articles that help to make our process efficient and effective for supporting our clients. Through Team Support we can open our tickets in real-time, collaborate, and communicate updates quickly and easily.

CONS: I wish that a few features in the reporting should be improved so that it can provide up to date and customizeable dashboards and reports.