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TeamSupport Review

TeamSupport
Our score: 9.1 User satisfaction: 99%

What is TeamSupport?

TeamSupport is a complete customer support suite that enables you to communicate and collaborate more effectively, streamline relationships between all departments, and manage resources and clients towards a more accurate and faster customer support response. With an array of advanced functionalities, Team Support helps your whole business to operate as a single unit, in particular while addressing customer concerns. For instance, your support team can work collaboratively with sales, technical or finance groups for superior customer feedback. Integrations won’t be a concern either, as the system connects easily to MailChimp, Zoho Reports, Dropbox, and many other apps.

With its cloud-hosting plans and scalable features, the help desk software is targeted at B2B software industry for both small businesses and large enterprises. Some of its top features include: best-in-class reporting, advanced customer self-service portals, screen recordings, live chat, ticket management, and ticket automation. Likewise, TeamSupport’s internal chat allows real-time conversations with your support team wherever they are located. Its mobile version is compatible with major mobile platforms, such as, iOS, Android, BlackBerry, and Windows Phone.

TeamSupport is particularly recommended to small businesses and startups with no service delivery experience, as it provides one of the neatest, best-designed and intuitive interfaces that takes no time to learn. In case you have a question or need to address an issue for fixing, TeamSupport will offer knowledgeable technical assistance for you to maximize the value of their product. What is even better is that TeamSupport is hosted entirely in cloud, which means you don’t have to worry about complex installations or maintenance and updating issues. Our experts also recommend it because of its reasonable price, as plans start as low as $40 a month.

Overview of TeamSupport Benefits

The reason why helpdesk and customer support is such a competitive software arena is the creativity certain vendors invest into producing the most personalized interaction experience. This is exactly what TeamSupport is aiming to achieve, balancing neatly between form and function, and delivering service that is as good for startups as it is for established enterprises. The tool is appealing, simple to use, but yet equipped with all customer support functionality that could transform you into a credible and professional company. Let’s see how that works:

It streamlines collaboration between agents and departments

TeamSupport brings full visibility to all your team members with collaborative tools to help them work together to resolve customer concerns. It allows agents to work in groups in ad-hoc discussions in real time about specific tickets, while keeping product developers and sales in the loop about critical customer issues. Thanks to TeamSupport, the company can see all customer engagements instead of comparing separate tickets, and store all of them in a Complete Customer Database.

It evaluates ticket engagement, and captures both positive and negative trends in agents’ performance

Another thing TeamSupport will do for you is help you follow individual agents’ performance in real time, and evaluate engagement upon different tickets and contacts to extract smart practices, and serve end users in a proactive manner. Once you have all lead data displayed and governed in a single system, it will be easy to guide communication in a profitable direction.

It turns data into operable intelligence

TeamSupport will also give you access to a team of experienced help desk professionals, whose technical advice may help you understand customer data, and remain focused on improving your business. Inside the system, you will also find an embedded video with detailed training instructions that can teach you how to grab customers’ attention, or create a video of your own.

It enables customer self-service

The Intelligent Submission Deflection feature you can use to allow customers to browse your content, giving them the chance to find answers to their questions without waiting for you to assist them. At the same time, there will be the Advanced Customer Service Portal active 24/7, where customers can turn to you in case the knowledge base or the collaborative wikis don’t provide them with the desired answers.

It integrates with all necessary systems and applications

TeamSupport’s development team made sure their product would be usable in any software environment, without imposing users the hassle of re-programming the rest of their applications. The system can be used in line with  prominent project management and sales systems, business collaboration apps, CRM and marketing tools, social networks, and email service providers, as for instance Facebook, MailChimp, JIRA, Dropbox, Salesforce, and many more. Thanks to its RESTful API, TeamSupport can also be connected to other third-party systems you may have in place.

Overview of TeamSupport Features

Agent tools
  • Intuitive online help desk interface
  • Customizable dahsboard
  • Powerful search
  • Integrated screen recordings
  • Mobile agent tools
  • Ticket automation
  • SLA management
Collaboration
  • WaterCooler social networking tool
  • Groups
  • Internal chat
  • Wiki
  • Community
Customer self-service
  • Advanced portal tools
  • Ticket deflection
  • Knowledge base
Multi-channel support
  • Email integration
  • Integrated live chat
  • Facebook integration
  • Integrated customer database
  • Product database
  • Track service contracts
  • Integration with popular CRM systems
Management tools
  • Reporting and metrics
  • Rights management
  • Integration with business intelligence systems

What Problems Will TeamSupport Solve?

#1 Improving visibility at the customer level

John from ABC company contacts customer support because his production management software just crashed. Within 10 minutes 3 other people at ABC company contact support for the same reason, but they all get different agents who create different tickets. When John mentions his frustration at the outage in the break room, the 3 other people chime in and start complaining about the vendor, escalating the issue to a major pain point. The boss overhears this conversation and gets really mad so he starts looking for a new vendor. That’s because the vendor doesn’t use TeamSupport. With TeamSupport all of this information is consolidated at the customer (company) level so when Mary calls about the same issue, the support rep can see the other 4 tickets about this same issue. The rep takes ownership and creates a parent ticket, so when he resolves the issue all he has to do is close the parent ticket and it will automatically update all of the related tickets at once, and notify the customers. At the same time Frank, the sales rep for ABC Company, notices that their CDI (customer distress index) is trending upwards, likely because of the influx of new tickets. He reaches out to his contact at ABC company (the boss) to proactively address the situation. With full visibility into the support system he can explain exactly what happened, apologize for the inconvenience, and assure him they’ve fixed it so there won’t be any future issues. The boss is impressed and recommends the vendor to everyone he meets.

Feature: Customer Database, Customer Distress Index, Collaboration, Related Tickets

#2 Delivering support in time

Josh works in customer support at a financial software company. His customers often call with complex issues that are hard to fix because his customers aren’t very good at explaining what’s happening. Without a detailed understanding of the issue, it’s hard for him to resolve their issue so they can get back to work. Luckily his company uses TeamSupport, so his customers include a screen recording when they submit a ticket and show him exactly what is happening. He is then able to resolve issues faster because they don’t waste time sending multiple emails back and forth, trying to explain the issue. Likewise if the solution requires a lot of technical steps, he can record the steps right in the ticket and send it back to the customer as a detailed step by step instruction. If the issue is really complex, they can even share a video chat and work through it together.

Feature: Visual Support, Live Chat

#3 Keeping track of customer issues

Carol runs a growing software company that provides education management solutions. They’ve grown to over 500 customers and the company is having a hard time keeping track of customer issues, in fact they’ve “lost” a customer email a few times now, and had major issues fall through the cracks. She’s losing customers and she knows something has to change. She invests in TeamSupport, and sees an immediate improvement. Her support team can now keep track of all customer issues in one central place, and they no longer need to ask customers for repetitive information because it’s all there. Emails automatically create tickets in the system and route them to the appropriate team, and if an issue takes longer to resolve they can set reminders or even assign tasks to other team members. Her customer satisfaction has increased by 20% and they’re not losing customers anymore. Even better, they’ve increased their workload without having to hire another support staff because their efficiency has doubled.

Feature: Email-to-ticket, ticket automation, centralized database, task management

TeamSupport Position In Our Categories

Keeping in mind businesses have particular business-related needs, it is only wise they abstain from choosing a one-size-fits-all, ”best” software product. Regardless, it is hard to stumble on such application even among sought-after software systems.
The rational thing to do can be to narrow down the various key functions that entail investigation like major features, price plans, skill levels of staff members, company size, etc. Then, you must perform your research exhaustively. Go over these TeamSupport analyses and scrutinize each of the software systems in your shortlist more closely. Such comprehensive research makes sure you drop mismatched applications and subscribe to the one that offers all the features your business requires.

Position of TeamSupport in our main categories:

TOP 10

TeamSupport is one of the top 10 Customer Support Software products

TOP 10

TeamSupport is one of the 10 Help Desk Software products

TeamSupport is also listed in the following subcategories:

Organizations have diverse wants and requirements and no software solution can be perfect in such a condition. It is futile to try to find an ideal off-the-shelf software product that meets all your business needs. The smart thing to do would be to modify the solution for your unique wants, employee skill levels, finances, and other aspects. For these reasons, do not rush and subscribe to well-publicized popular solutions. Though these may be widely used, they may not be the ideal fit for your specific wants. Do your groundwork, check out each short-listed application in detail, read a few TeamSupport Customer Support Software reviews, speak to the vendor for clarifications, and finally settle for the application that offers what you want.

How Much Does TeamSupport Cost?

TeamSupport Pricing Plans:

Free Trial

Support Desk

$50 per agent per month

Enterprise

$65 per agent month

TeamSupport is a cloud hosted collaborative help desk solution available in the following SMB and enterprise pricing plans:

Support Desk – $50 per agent per month, billed annually

  • Designed for end-user customer support or internal help desk operations;
  • Lets you easily assign, track and manage support requests.

Enterprise – $65 per agent month, billed annually

  • You can connect customer support
  • Product development and product management
  • Teams can use the same tool and share data
  • Track support issues, product bugs, defects, and feature enhancements.

User Satisfaction

Positive Social Media Mentions 139
Negative Social Media Mentions 2

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and TeamSupport reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with TeamSupport. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
  • Windows Mobile

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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TeamSupport Comparisons

TeamSupport user reviews

Works smoothly

Read full review >
Thelma
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.10.2018 Company Size: More than 100 Employees Industry: Computer Software

Excellent product that keeps our company organized

Read full review >
Billy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.09.2018 Company Size: More than 100 Employees Industry: Computer Software

Great solution for tracking tickets

Read full review >
Taylor
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.08.2018 Company Size: More than 100 Employees Industry: Computer Software

We love working with Team Support software

Read full review >
Dixie
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.05.2018 Company Size: 11-50 Employees Industry: Computer Software

This is one of the best collaborative tools with lots of features

Read full review >
Ruth
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.04.2018 Company Size: More than 100 Employees Industry: Computer Software

What are TeamSupport pricing details?

TeamSupport Pricing Plans:

Free Trial

Support Desk

$50 per agent per month

Enterprise

$65 per agent month

TeamSupport is a cloud hosted collaborative help desk solution available in the following SMB and enterprise pricing plans:

Support Desk – $50 per agent per month, billed annually

  • Designed for end-user customer support or internal help desk operations;
  • Lets you easily assign, track and manage support requests.

Enterprise – $65 per agent month, billed annually

  • You can connect customer support
  • Product development and product management
  • Teams can use the same tool and share data
  • Track support issues, product bugs, defects, and feature enhancements.

What integrations are available for TeamSupport?

TeamSupport integrates with the following business systems and applications:

  • JIRA
  • ServiceNow
  • HubSpot
  • Slack
  • Salesforce.com
  • Beanstalk
  • Highrise
  • MailChimp
  • Nicereply
  • Zoho Reports
  • Dropbox
  • Zapier
  • Facebook
  • Rest API

TeamSupport average rating:

Average score
5/5 (18 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

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The most favorable review

Angel

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.

Reviewed 2 years ago

Read full review >

The least favorable review

Shane

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.

Reviewed 2 years ago

Read full review >

More reviews from 18 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Works smoothly

Read full review >
Thelma
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.10.2018 Company Size: More than 100 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

Excellent product that keeps our company organized

Read full review >
Billy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.09.2018 Company Size: More than 100 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

Great solution for tracking tickets

Read full review >
Taylor
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.08.2018 Company Size: More than 100 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

We love working with Team Support software

Read full review >
Dixie
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.05.2018 Company Size: 11-50 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

This is one of the best collaborative tools with lots of features

Read full review >
Ruth
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.04.2018 Company Size: More than 100 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

Excellent features that enhance collaboration

Read full review >
Madeline
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 25.04.2018 Company Size: 11-50 Employees Industry: Cmputer Software

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.

What do you think about this review? Great Poor

Quick and easy to use

Read full review >
Angel
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.04.2018 Company Size: More than 100 Employees Industry: Customer Sofware

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.

What do you think about this review? Great Poor

Team Support solution is intutive and highly useful

Read full review >
Betty
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.04.2018 Company Size: More than 100 Employees Industry:  Electrical

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.

What do you think about this review? Great Poor

Team Support Help for Newbies

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Shane
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 04.02.2018 Company Size: More than 100 Employees Industry: Public Relations and Communications

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.

What do you think about this review? Great Poor

TeamSupport is easy to use and customizable tool

Read full review >
Tasha
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 02.02.2018 Company Size: More than 100 Employees Industry: Entertainment

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.

What do you think about this review? Great Poor

We have great experience with teamSupport software

Read full review >
Ira
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.01.2018 Company Size: 11-50 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

TeamSupport is easy to use and flexible solution for tracking tickets

Read full review >
Mack
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 16.01.2018 Company Size: More than 100 Employees Industry: Financial Services

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.

What do you think about this review? Great Poor

Easy to use

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Greg
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.01.2018 Company Size: More than 100 Employees Industry: Information Technology

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.

What do you think about this review? Great Poor

Provides five star suppport

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Toni
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 29.12.2017 Company Size: 11-50 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

Seamless interaction with our clients

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Jerald
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.12.2017 Company Size: 11-50 Employees Industry: Internet

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.

What do you think about this review? Great Poor

Easy, flexible and efficient

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Leslie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.12.2017 Company Size: 11-50 Employees Industry: Financial services

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.

What do you think about this review? Great Poor

Efficient ticket tracking software

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Lydia
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.12.2017 Company Size: More than 100 Employees Industry: Computer Software

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.

What do you think about this review? Great Poor

Excellent support system

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Kevin
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.12.2017 Company Size: More than 100 Employees Industry: N/A

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.

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Reviewed By Louie Andre
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