What are the best aspects of this product?
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.
What aspects are problematic or could work better?
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 specific problems in your company were solved by this product?
We use the application to streamline client interactions and manage work flow. The ability to re-aasign a ticket to another user, email and record calls has made it more efficient.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 month
What is your company size?
What is your industry?
How many people in your company actively use this product?
How long is your contract with the vendor?
Less than 1 year