User Reviews
TeamSupport com by Muroc Systems
USER REVIEWS - Sorted by Date
Purchased Date: May 01, 2009
Systems Administrator, GN Plastics Co. Ltd
January 18, 2010
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Pros
TeamSupport worked with us to create numerous custom fields and import all of our existing product and customer data. System enables our remote users in other countries to see and work with the same data as our inhouse support team without any special software - just an internet connection. Assigning tickets to products and versions allows for easy reporting to see trends that we couldn't track before.
Cons
Web based means response time is not what users were used to and although there are features and areas of the software we are not using we cannot remove them. This was our first experience with a SaaS system so it took some time to get used to this. Reporting system more difficult to get data out of when users were used to building their own queries in Access for example, but getting better with every enhancement.
Overall
Recommended for anyone with support teams that are spread over a geographic area needing to share info with live updates. We didn't need to worry about remote access to our servers and the security headaches that go along with it. Now technicians can service our customers no matter where they are and what time of day it is, and the management team can get updates whenever required with a few mouse clicks.
Purchased Date: October 01, 2009
VP Product Development, Enprecis Inc.
January 12, 2010
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Pros
The most obvious pro here is there is virtually no setup time. With the toolset that TeamSupport offered, we were able to configure our site within a 45 minute meeting with all our stakeholders in the room. The support from Muroc systems has been fast and helpful. Our teams are also very happy with the low cost considering the robustness of the application.
I think what closed the deal for us was the ability to not just track 'bugs' (which we do), but also track other tasks and issues within the company. It gives us a central location for all the activity within the company. We migrated our Feature Request processes to TeamSupport.com as a result.
Cons
Would like some native CRM functionality, but we are likely to use Highrise, which TeamSupport.com has good integration with.
Overall
TeamSupport.com is a full featured ticket tracking system that is great for tracking bugs, but also great for tracking other issues/tasks/Feature requests. We are currently discussing expanding our use of TeamSupport.com.
Purchased Date: N/A
Principal Engineer, Team Lead, Avid Sundance
December 07, 2009
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Pros
I manage a distributed engineering team and staying connected with each other and our customers is crucial to our success. TeamSupport gives us the tools we need to ensure that our execution is focused and responsive.
Cons
None at this time.
Overall
Great product. Highly recommended.