We have great experience with teamSupport software

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

As vendors we use this tool to provide custom solutions that is backed up by ERM systems for specialized services and tasks.

Are you a current user of this product?

Yes