Who Uses This Software?

B2B Technology Companies with support/product teams who want to reduce support costs by better understanding their customers, enhancing internal collaboration, & improving the customer experience.


Average Ratings

422 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $35.00/month/user
    See pricing details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • TeamSupport
  • www.teamsupport.com
  • Founded 2009
  • United States

About This Software

TeamSupport helps you provide exceptional customer service. Built for B2B companies with external customer service, it's more than a ticket system - it's a complete customer support suite that simplifies communication & collaboration between customer service, other departments, and your customers. Fully customizable & scalable with a robust customer database, multi-channel support, and best-in-class reporting, TeamSupport helps you get the focus back on your customers where it belongs.


Features Checklist

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Product Reviews

Awesome program!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Love this program! I Have used a free program similar before, but doesnt give the same functionality and ease of use (not to mention no pop ups)
easy to use, open close on hold statuses plus more!
Assign jobs to different people and receive by email!

Not the easiest to use

4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Team support is a good software, however, it is not the easiest to use. it has a few functionalities that are a bit hard to figure out. Also, we get like 10 email notifications on every single action that happens. That floods our email and can be very annoying.

Pros: The Ticket creation aspect

Cons: excessive email notifications

Recommendations to other buyers: Reduce the amount of email notifications on changed actions.

One Stop Shop

4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I like that TeamSupport is a one stop shop for many different facets of support. Some of the reporting and sorting features still need improvement.

Great for MSP's! Constantly improving their platform. Excellent customer service!

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We tried several different management platforms and found that TeamSupport was simply the easiest both to get started with, and to customize to our particular needs. Other solutions that we looked at either 1) were easy to get started with but didn't offer much in terms of customization or 2) required that you spend days and days organizing & customizing the mass amount of features that had to be set up. TeamSupport was the perfect medium between the two!

Also, I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload.

Furthermore, we were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients.

Pros: This platform is easy to get started with and also very easy to customize. You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom work flows, email templates, automation rules, etc. Out of the box it works great but if there's something you specifically need for your organization, there is undoubtedly a place to configure that in the Admin section.

Cons: This platform is in need of an app for mobile devices. The mobile web version works well for top-down view of all tickets, but has issues and is troublesome when trying to drill down into ticket comments. TeamSupport has mentioned in several webinars that a full out mobile app is in the works.

Recommendations to other buyers: I highly suggest attending the webinars as you will learn much more about the rich features available in this product. It's a powerhouse of a web application and it will make your life as a managed service provider significantly more organized.

A valued asset that we use on a daily basis.

4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I was hoping that Team Support would fit the bill. The Tech Support, our company, offers its clients was in need of a tracking and ticketing system with an emphasis on reporting. The process was easy to learn, and we were up and running in just a couple of weeks with proficiency using the software. There are, areas that could use some polish, but over all the product and features are a valued asset, and we are pleased with the results we are getting from the field

Pros: Ease of use

Cons: some of the fields cannot be modified and when running reports the use of inventory and tickets leaves out information...

Recommendations to other buyers: make the back end a little more open with the ability to create reports by changing the order in which th einformation is collected.

A valued asset that we use on a daily basis.

4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I was hoping that Team Support would fit the bill. The Tech Support, our company, offers its clients was in need of a tracking and ticketing system with an emphasis on reporting. The process was easy to learn, and we were up and running in just a couple of weeks with proficiency using the software. There are, areas that could use some polish, but over all the product and features are a valued asset, and we are pleased with the results we are getting from the field

Review Admin TeamSupport B2Boost

3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Overall great customer support as we requested specific modifications. Only big downside is the lag as we are based in Belgium.

Streamlined ticket management

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Teamsupport has been a great tool for the last 2 years. It has enabled us to streamline our project task assignment, customer support and ticket management with great ease. The configureability of the product has enabled us to build out what we want to capture and how we want to capture without being constrained like we have experienced with other products.

Pros: Ease of use Configureability

couldnt be any easier

5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: It is not hard to navigate at all. It looks hard at first but it is a piece of cake. I like how easy it is to log into the computer as well as getting into the actual doctors database. i would like to see where we can all use the same logins and passwords because this could get hectic especially on our busy days which is monday.

Pros: Not hard to navigate.

Cons: I wish that the software wasnt so slow at times. its like every other week something ends up crashing and we are starting our computers one by one throughout the entire day.

Recommendations to other buyers: n/a

By far the best help desk application!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: My company used to use a programme called Mantis for faults, works very similar to TeamSupport but looks and feels very outdated! This gives you complete control over any situation! and makes logging and keeping up to date with faults much easier for the client! without requiring logins! just reply to the email and it adds the response to TeamSupport! Now looking to set up another department with their own TeamSupport to help keep track of maintenance tasks!

Great Tool!

4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: This tool is easy to use and works great! I've been using Team Support for the past few months at my new job and it was easy to learn and easy to use.

Great Software!

4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I am a graphic designer for a property management company and wanted to find a system I could use as a database for graphic design requests. Naturally most of the software programs we looked into were mainly used for IT support just like Team Support. However, Team Support was the only software that could be customized to fit our exact needs. The top important items on our list was Reporting, Tracking Time, and Customizable Tickets. We could not be happier with our decision. Not only is the customer support team great, but the software is super easy to use and we love the way it looks. I would highly recommend this software to anyone interested in finding something for customer support.

Team Support Survey

5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: I am a fairly new employee and user of Team Support but so far using the software seems pretty straight forward and easy to use.

Awesome Product

4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: This is a great product and it has helped our team to become more efficient in handling our daily workloads.

Pros: Ease of Use

Cons: N/A

Solid and easy to use

4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I have used Team Support for a few years and it has served our support purposes very well. It is flexible enough to handle advanced ticket management features and simple to implement. Their support is very helpful and responsive to issues also. Very proactive when it comes to upgrade and possible outage/interruption notices. And they communicate cause and resolution openly. Overall nice interface, easy to use, flexible and expandible, a great value.

Pros: Very easy to implement and use Team Support. Low cost of ownership and it grows and adapts as needed. When we migrated from in-house to hosted email, it was an easy adjustment to keep it integrated. Very happy with the product and the support

Cons: None that I have come across

Recommendations to other buyers: We considered replacing it to combine platforms. In the end, this was the best option.

Good Idea

5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Great idea, Good to use however using all of the features takes a lot of time to set up and learning. Little in the way of speaking to someone what with the distance from UK to USA but we like it and it helps us manage whats going on with customers.

Pros: Helps track customer messages

Cons: Looks out dated is clunky to use and features are hidden behind the old look sadly

Recommendations to other buyers: Update, Make it more easy to set up & use.

Beyond pleased with the worlds best support system - anyone else is missing out!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Our organization has used several different types of methods and vendors for our business and client support needs. By far, Team Support is the best. The system is easy to use and we have begun depending on it for things we never would have imagined such as tracking and maintaining our customer's as well as the complexity between various business relationships. The software is premier and we highly recommend it - not to mention, the human element driving Team Support is always available and genuinely interested in us as a client. Feels like a boutique service with the capabilities of a large corporation! This is a win.

Pros: The integration's available with our other vendors, the constant updating to improve the service with new features, and the humans themselves behind the service. Speaking to anyone or receiving any kind of an update email from the Team Support staff makes us pleased to be in this relationship - its good to know great people are behind a great product!

Cons: After several years of depending on this service, I honestly cannot think of any gripe as we've never had a negative experience. The service is always up and running and the features work correctly!

Recommendations to other buyers: Take advantage of the Help & Knowledge base in order to fully implement all the features. There are constant things that I find which enable our company to instantly begin using and features I've never imagined could be such a convenience.

teamsupport overview.

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: overall experience is great, very easy to use, love that you can put anything in and your information can be found easy.

Pros: easy to use

Cons: slowness at times.

Recommendations to other buyers: nothing at this time.

Very good software for the cost

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I've been able to streamline support experience and keep better records to keep things in order so I can better serve customers without missing any issues. A very fast loading and low clutter site at a very reasonable price. Very easy for customers to contact me or me to type in customer contacts so issues can get resolved.

Pros: The cost is great and the navigation is simple

Cons: Sometimes get random errors - merging tickets seems to be major issue. Also difficult to set up web based ticket system to forward as the subdomain

Recommendations to other buyers: It does have some drawbacks to getting end users to use it but it's also a very good way to organize any projects that you may have especially if there's multi staff doing multi tasking

HElpful and Efficent

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: This site is very helpful, easy to work around, and helps me do my job better everyday. We use this all day everyday on a regular basis and i habe never expereinced any issues

Small Organization

4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: TeamSupport has been pretty easy for us to implement. We are a small team so some of the functionality like WaterCooler doesn't really apply to us since we don't have multiple agents in at one time.

Does exactly what you need it to and so much more!

5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I am continually impressed with the constant development of the platform and the fact that the development team clearly listen and understand customer requests is to be commended. It is so refreshing to be asked what we need, rather than be told what we will get. And the online learning modules are incredibly helpful, informative and a pleasure to watch.

Pros: Simple yet powerful

Cons: I am not great with html, so customizing the 'Classic Advanced Portal' is difficult for me personally

Recommendations to other buyers: Keep doing what you are doing!

Very basic and difficult to scale

3/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: The platform offers just the basic needs. It is difficult to report on detailed information and there is a lack of integration with Salesforce. For this reason, we migrated over to service cloud which also has a more robust feature set.

Pros: Ease of use, basic functionality

Cons: Limited feature set

Gets the job done

3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Overall pretty good. Gets the job done and good support. There is room for improvement though. UI is dated and UX needs improvement.

Pretty good

3/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: So far so good. Some bugs and some minor complaints about features but other than that it has worked well for us for the past 4-5 months. Compared to other services this one is the most friendly and enticing one.

TeamSupport buyer review

3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: For the most part the product works great. Sometimes I have issue's with thing's not saving when I submit a timesheet. I have to make sure that I copy what I have typed just incase it doesn't save. Other than that the product works fine.

Team Support Experience

4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: We have been using team support for quite some time now and I can say that it is definitely helpful in keeping a track of our tickets on a day to day basis. We only use the basic features and have not explored many of the updates but overall our experience has been positive and we like it.

Lowe's Team Support Review

4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Team Support has been a good tool for our company. The only thing I would say that needs improvement is Custom Reporting. There are several reports I would like to utilize but unable to get results. Overall good product.

TeamSupport is a solid customer support application

4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I've used TeamSupport for a number of years and found it to have many excellent features while still being easy to understand and use.

I really like the ease of use.

4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: The Technical support team, are quick, polite and knowledgeable to resolve issue on time when approached.

2 Thumbs up for Team Support

4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: My experience with team support has been nothing short of smooth. My colleagues are picking up the software quickly due to its easy work ability and I am constantly finding new features of value. I would recommend this software to anyone looking for a quality help desk program

Review title

4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Responsive support team, submitted tickets, they get responded to. Sometimes we talk back and forth.

TeamSupport Review

2/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: We were part of the TeamSupport crash earlier this year where we lost two full days of billing for all 10 of our workers. It was financially difficult and our feelings really changes on the product after that. We really like how intuitive the product is but it falls short for our computer support industry in terms of not integrating with our Office 365 and Quickbooks systems.

Pros: Ease of use

Cons: Reliability and lost data. No Office 365 Calendar integration and no billing integration (Quickbooks)

Recommendations to other buyers: Would work better as a stand alone app instead of an app in a browser

Great B2B Support system

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: After using an other B2B support software that had yes a lot of features, but was taking us more time to create and close the tickets then resolving the problem, we looked around at all B2B support software.
We did choose TeamSupport after testing and evaluate more than 10 systems, we decided to go with TeamSupport after some hesitation as it was a quite young product, however, this is the best move we did as they are proactive to add features and have a great support team.
Our users loves it, they can do their work faster than ever. My manager love it also, as the reporting give her the ability to measure and bring the KPI that I require.

Pros: Easy to use and to learn. Flexible to fit our needs.

Cons: Should be multilingual as we live in multilingual Word.

Recommendations to other buyers: Test it, they support you.

The Best Customer Support

4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I love this company. It is the only company I have ever done business with that truly exhibits concern for their customer and their customer's experience. Their team is always knowledgeable, helpful, and courteous and their product is amazing. Team Support has definitely been a breath of fresh air!

Pros: Level of customer service & support and the Company listens to their customers needs when developing product.

Cons: hours for support.

Why I use it

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Team support has been a valuable tool for our team. The ease of use and interface make using it a breeze

Pros: Ease of use

Cons: Less features than I expected

TeamSupport for Customer Support

4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Our company started using TeamSupport several years ago for answering customer support tickets. Previously, we would respond via email which left us no tracking or history and was only available to the email account used to answer the ticket. With TS we can track all responses and have the ability to tag the issues by topic. Being able to insert images is HUGE! Often times we will hear something like "Another rep told us ...". We can quickly click on the customer's company name and see all past tickets and review past responses. I can also quickly see just my responses. Notes can be attached to a customer's account that will pop up whenever they submit tickets.
The reporting feature is not quite as easy as I think it should be. Although I've managed to produce enough basic reports to satisfy my needs.
The learning curve for TS was relatively short. There are a few quirks, that once you figure them out, you can easily move forward - such as each customer must have a unique email address. However, this can be worked around by adding the customer without an email address, then edit their account to add the email.
We have found that TS has significantly reduced the time we spend training new hire employees. The new hires can scroll through previous tickets and review past responses. They can also search specific topics based on tags. Once they are turned loose to answer tickets on their own, they can be marked as private and sent to be reviewed by their mentor, and then released to the customer.
TS has many features to help make life easier - Built-in editor with images & screencast recorder, Water Cooler (internal chat), Chat (for your customers), Knowledge Base Templates (easy to create for repeated use), Wiki (the ability to add internal help articles), Calendar and Reminders, Mobile app, and more.

Pros: Complete history tracking, quick training, ability to insert images, knowledge base templates

Cons: reports, have to create work arounds for duplicate email addresses, when adding a new customer - if TS can't find the customer I wish it would transfer the data entered into the new customer screen so I wouldn't have to retype everything.

Recommendations to other buyers: I think it's a great time-saver and a good training tool for new hires.

Works as expected!

4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I have been using Team Support for a few years as a collaborative service hub for myself and my other colleagues. It has been really to use so far. Every bug that we have submitted or issue that has presented itself has been resolved quickly. As a company, we like it a lot and will continue to use it for the foreseeable future.

Not User Friendly

1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Quite difficult, took me a while to try and figure out how to do things as simple as send an email. The program is very slow, and there is no way of actually knowing if an email was sent unless they email back and confirm.

Pros: Nothing

Cons: The way that it is set up, the fact you have to manually add all the information.

Team Support is Awesome

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: I am the IT Support and team support had really made it easy for me to provide services to people. It is amazing service and program overall.

Pros: Everything

Cons: Too Many Features,

Recommendations to other buyers: Pretty Easy to Use.

Team Support-Internal Management for an External Benefit

4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: My company Aegis Energy Services was on the hunt for a software that would allow us to track and manage requests and support through multiple departments. Our search took us to Team Support where we were instantly met with a high level of customer service from our rep. His patience and knowledge guided us through the process and eventually led us to settle on Team Support for our needs.

While I am aware that Team Support functions primarily for external customers and portal use. We have been pleasantly surprised with how it has adapted to meet our needs. The ease of access as well as customer support has allowed us to move forward with several projects that were not possible before.

We are quite happy with the choice of Team Support and know that in the future we will continue to add more users as we grow as a company

Pros: Ease of access Customer Service Ticket automation system

Cons: Report function is complex.

Recommendations to other buyers: The report system could be more intuitive and less cumbersome

Can't fault it

4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've used a different service in the passed called Mantis, but this is far easier to use, With more helpful features!

More capable than most, but still some additions I'd like to see

3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
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Comments: Getting the system configured for our particular use has been "tricky". It is working for us, but there are some limitations that make it difficult in some areas. For instance, notification via text message should be based on "who is on-call". As it is, I can notify, but I have no-way to denote who is "on-call". So, there may be some way to do this and change the external calls/texting based on it, but it isn't intuitive. Another issue has been with refreshing the screens. (we need to manually do that) However, this system is working for us an our clients, overall, and has met 90% of our needs. Working with customer service, we have had to resolve our own issues on occasion, which is a frustration. (no ideas presented to us, and we just "found" a way)

Pros: Ability to customize ticket entry questions. Ability to allow customers to directly enter tickets Ability to allow for texting our cellphones for tickets that have not yet been assigned. Ability to enter time on tickets, and retroactively enter/change time. Ability to search on old issues and for our customers to see the issues.

Cons: Inability to tag a ticket with a "classification". (we charge different rates and minimum hours for different times of day/week/holiday) There isn't a good way to track that in the system and we are having to use the comment entry to work out offline ourselves. My customers want 1 report entry (at the end of of the day), that shows them what the issue was, and the final resolution (only), and time/$ breakdown per time spent on the project. I do find it hard to externally work a report for that. We have had to generate a VB application to manipulate/merge and calculate everything based on the reports that I can get form the system in order to get what we actually need to share with our clients. CDI should take into account tickets that are "Waiting on Client". (and remove them from the calculation) Currently, I have 2 tickets that are waiting on clients, but the CDI is "maxed out", because it has taken then more than 2 months to get their "act in order". That shouldn't frustrate them and drive the CDI up. Why can my clients (outside their contract date enter a ticket, but I cannot enter a ticket for them?). Sometimes we need to "catch them up later"..... I need a way to track our active "on-call" resource and make it so that our ticket automation only alerts us the "on-call" resource (via text message) to those considered currently "on-call". Currently, we have to change that setup manually (pain).

Recommendations to other buyers: Auto-refresh for both the client and our side?!? There are some items we'd like to track on the calendar vs. putting on a ticket. However, I've not been able to figure out how to get the calendar entries to alert us of the due dates via email. Can they? (routine calls to client, a follow-up on something that "may become a ticket", etc. The "Add-on" options require some actual descriptions and maybe some examples as to what benefits they can bring to me. I have no idea by title..... It would be nice if there was a way to integrate the customer chat feature into a linked android/iPhone app. that the "on-call" resource could leave open on their phone. There is no reason that we ever have to be "not available" for online chatting given potential use of that technology. I'd like to be able to add my client's logo to them after they login (making them feel more comfortable/secure that they are in the "right place", an doing the right thing). On Ticket Automation: Notify User and Notify External User, why can't the system send more than 1 text message if I specified data that reaches the text size limit? That is more information that I'd prefer to send, giving my on-call staff more information in the text. As it is, they have to login for simple info that I could text.... Phone apps for me to follow the teamsupport system use, tickets, and dashboards?

Great HelpDesk support Software

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Team Support has allowed our Help desk team to efficiently track and monitor all calls that come in. Supporting over 200 stores across 5 states and team support helps tremendously with call flow and reporting that allows us to better serve our customers. Good Job Team Support!

Pros: Ticket Tracking, reporting, and email importing.

Cons: initial setup is difficult but once its set up it seems to flow easy

Easy implementation

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: It's a very and intuative software, easy implementation, that had change the way we work.
Good tool for b2b support.

Pros: .

Cons: .

Recommendations to other buyers: .

UI Could Be Better

3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: TeamSupport has amazing customer service. They are very attentive. My only hesitation in using TeamSupport is that the UI is a little clunky and not always clear. There could be some work on making it more intuitive. More features to build out the support portal would also be nice. However, it does the job for our small start-up.

Great response time

4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I was able to get a quick response and have my issue resolved in a timely manner without having to wait for a long turn around time.

Works for what we need

4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: We do not use the customer portal at all (yet) so I cannot comment on that. It functions better than 5 or 6 competitors we've tried for internal workflows and inter-departmental tickets. The desktop user interface and aesthetics are the best on the market, however the mobile platform needs some work to make it as functional as the desktop version. There are some bugs and occasional issues (expected with any system) but none that are not fixable nor bogging the system down. All things considered, we are glad we chose TeamSupport!

Teaming Up With Team Support

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: I've enjoyed taking the time to learn more about the tools in Team Support, one of which is adding a related ticket. I like the fact that it provides the title to the ticket and the status, it helps when keeping up with trending issues, which in turn allows us to adjust our Customer Service to better assist and inform our clients.

Pros: I like the related ticket feature which provides the ticket number/ title/ and status. I also really enjoy the search option that allows you to filter postings found in Watercooler, and tickets.

Cons: I do not like that I am not able to open multiple ticket tabs at one time. There is a check box located on the itemized ticket that can be checked off on multiple tickets already, if an option to " Open Selected Tickets" can be added that would be great!

Recommendations to other buyers: n/a

amiably easy

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: The ease of personalizing, makes this powerful tool an excellent customer service to my clients, giving an excellent image to our company and security of our commitment to customer service.

Pros: the easy customization according to our needs.

Cons: that there is no app for mobile.

Recommendations to other buyers: when you attached to select all images and resize.

Worth using

4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Not much to complain about, except being able to complain and people from Teamsupport actually listening. The responsiveness has got better recently for the App

Pros: Ease of connecting Tickets

Cons: Not much

TeamSupport review

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Very good application that can be used by beginners, intermediates and advanced users to manage their helpdesk functions. Would certainly recommend.

Pros: Ease of use and the ability to customise to your needs.

Cons: The inability for external users (who log in via the portal) to create and run reports.

Recommendations to other buyers: Could be a little cheaper. i.e the more licences you buy the cheaper they get.

Team Support Made a Difference

4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Team Support has made a huge difference in our customer support department; we went from losing track of tickets and client requests to having it all in one place. The reporting tools are sometimes difficult and there are browser based issues but overall, we have had a good experience.

some pros and cons

3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Have been using team support site for 1 and half year. The site is definitely getting better since the big improvement last time, but I see comment part needs to be addressed better. Sometimes it takes longer time to load the 1st few comment, and it's easy to get mixed with different user's name. Although the site has using big Capital to differ different user's name, but I have seen some very good UI design site using different colors to differ user's comment, which would help to improve the user experience. Another point is the whole UI looks simple which is good, but not perfect. There are still lots of space to improve. I would give a 4 out of 5 in overall.

Pros: 1. UI is simple, easy to use. 2. Private and public function is very good. Easy for internal communication

Cons: 1. UI is simple, but not user-friendly enough 2. Comment part for different users need to be addressed. Could use multiple colors to differ various users, easy for people to search 3. Sometimes hard to login or system crash, need to improve stability of the site. Some load/stress tests need to be improved for testing the website

Recommendations to other buyers: Nope

Enterprise Support

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: TeamSupport is the best tool for managing complex enterprise solutions from a customer support perspective. The tool allows a high degree of configuration, allowing for the taxonomy to match the support perspective. There are some areas that do not allow configuration, and the API set has some limitations, but I feel those are being worked on. Great changes, and the tool get better with every release.

First year experience with TeamSupport

5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Overall TeamSupport is a very good ticketing system. The UI is not as clunky as some of the others that I have used in the past. The emailing back and forth between customers is fluid and doesn't seem to have many issues.

The biggest issue that I have found so far with TeamSupport is the lack of reporting that some of the other big name ticketing systems allow. I feel this could use some more robust opportunities for reporting and exporting the data that is within TeamSupport.

Pros: -Email Functionality -Ease of UI, very straight forward interface -Dashboards are useful -Software is quick and responsive

Cons: -Reporting not as robust as some others -Back button resets the page

Excellent support tool with built in integrations

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: The best thing about Team Support is that it was built with support in mind and particularly the B2B support experience. It is easy to use and setup and really encourages interaction with the support team members. The KB is easy to populate and the support portal can be fully customized.

One of the best things about team support is the built in integrations. While migration is usually a very time consuming and constly process when moving to a new ticketing system, the integration, in my case with SFDC, made it so easy I had all my old cases migrated in a few days and I did it myself.

Overall this is a great tool, there are a few features that I would like to see, but given how quickly new things come out, I bet I will see them sooner rather than later.

Pros: The integrations and the ease of creating and adding KB articles.

Cons: Ticket Automation is somewhat limited

Recommendations to other buyers: This is easy to use, but if you are coming from a different system make sure you go through all your work flows and know how they will work in Team Support.

Easy to use, great application, exception customer service

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: This is a great ticket tracking application. I am amazed on how easy it is to use. I love how I can build out the dashboard with all of the reports that I want to see on a daily basis. The setup was issue-free and the customer service is great. The only issue I have is with the 5min refresh/update.

Pros: The Dashboard!

Cons: The refresh rate/time

Recommendations to other buyers: Not at the moment

Excellent Tool For Enterprise Support

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Easy to use interface with a wide variety of useful tools for managing tickets. Plus, they are constantly updating the application to add new features. I would highly recommend.

Pros: Easy to Use. Great Features. SLA Management.

Team Support Features & Functionality

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: In our company we use Team Support as an external facing ticketing system. The features and functionality are sufficient to provide exceptional service to our customers. It provides SLA times for internal staff to follow, and e-mails notification to management if an SLA is missed. Enjoy the product, and updates seem to roll out on a timely basis.

Pros: Features SLAs E-mail Notificiation

Cons: When you hit back, it logs you out, annoying.

Recommendations to other buyers: Don't hit back.

Easy, Flexible Support Software

4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We have been TeamSupport users since 2012. We are able to more quickly and efficiently serve our customers, and can get better information about our customers through reporting options: how many support tickets, how quickly are they being resolved, etc. We make a lot of configuration changes to customize the software to our needs. Overall, we have also been pleased with the enhancements that TeamSupport continues to make to add additional features.

Pros: Easy of use and flexibility of configuration

Cons: Occasionally run into minor issues with reports.

Good program

3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: Well our company has been actively using the program since April. Other than learning about how to use it, there has been some positive feedback and it works great for our daily operations.

Innovative Ticket Management Software

5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We have used Team Support for over 6 years now. They are a part of the team now! We like that they are constantly innovating their solutions and coming up with new ways to help their customers do more work in a shorter amount of time.

Pros: The features - the ability to mass close tickets, being able to define different ticket types and have workflows for them, having auto complete templates.

Cons: Sometimes the connection can be a little pokey.

Recommendations to other buyers: If you purchase dig in and really take advantage of this great tool!

Improved efficiency and reliability

4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: TeamSupport has greatly improved my team's turnaround time and effectiveness for our customers. this has led to happier customers.

Pros: The interface is easy to use and navigate. The feature-rich environment offers many options for us to service our customers and keep them happy. The permissions are simple and make it easy to allow or lock the facets of the system as needed. The number of canned reports is fantastic and custom reports make it easy to get metrics.

Cons: The Ticket Automation does not always work the way we would expect. The number of API calls to Salesforce is exorbitant and often goes over our allowed amount. The calendar feature is a bit limited. It would be nice to use it to track training tickets and sessions.

Excellent Product and Customer Service

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: All of the customer service personnel has been great to work with! Very helpful and friendly! The system is beyond what we were previously using and we love the ability to customize so much to our company's needs. This product offers so much, it is well worth the time to learn all that it can do.

Pros: The customization of the ticket types and multitude of dashboard views / reports.

Cons: The site is not mobile friendly so not able to update or add a ticket from my phone when needed.

Recommendations to other buyers: Would be great to see a downloadable app.

RodsReview

3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: Been on the system of a year and half and the same issue still plague me. I have submitted Numerous Feature Request and the sit in Pending or are denied. I have Many Many open Cases that are Bugs and they seem to go no where as well. I have one in particular the happens to me every day, But was told it wasnt a over all a big deal, and the work around is to copy and paste my action to a notepad, Hit Refresh on the Ticket, Start a new Action, Copy and paste my notepad back into the New Action. This seems a little much. I was also told of a Feature that was very important to us, would be coming. After a month or two on the system I inquired about it, and was told, nope cant do it. We constantly have to refresh the interface, Hangs up a lot. System Performance is a big issue. Does seem that all the server issues that were going on are better, but that was painful. We get a ton of SPAM cases, There needs to be a way to filter that by domain name.

Pros: -Its Cheap per seat, -Its customization of fields

Cons: -Being able to share a custom field between company and ticket, This is huge to us, Salesforce did it. -Your Text Formatting and editor is terrible. It constantly changed font sizes -The fact the you always have to refresh and update. If you have a ticket open on your tabs and something comes in, you have to refresh or close and reopen. Your new Screen capture program as it is easier to use the quality is terrible compared to what was there a year ago or whenever it was switched out. -The fact that I dont get my submits actions sent to my email, This needs to a field I can chose to receive or not -The fact that you cant duplicate a ticket -Cant Create Ticket Views for Individual user -Need Action the Save button at the top of the action as well as the bottom. -NeedFloating Formatting bar -Add option to minimize or +/- actions on ticket page -A way when a customer has multiple tickets open, and replies to the wrong ticket - To be able to move/merge that action to the proper ticket.

Recommendations to other buyers: -As your support staff are very nice, it seems 90% of the cases I open, which is a lot have to be sent to review, which are there seemingly forever. This is either as a result of lack of knowledge or bugs in the software. -You have no 24x7 coverage. There have been critical issue in the past and all one could do was open a ticket and wait til morning at best, typically its hours before I hear back. -For On going issue they seem to update them at the end of their day, which means if I have something to comment about that, It wont be to the next day the read my comment, Then respond again at end of day. -The Phone system they use is choppy a lot of time -Look at my Feature request and seriously consider them, I have been in the support field since 1987 and used many many CRMs.

Awesome Collaboration Ticket System

5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We have been using Teamsupport for the last year now. The product works great. We have been extremely happy. We are now using their API to integrate into the Ticket System. Its so easy to use.

So glad I stumbled upon them.

Pros: API functionality Mobile Access Functionality Ticket Automation

Cons: One Window Per Session

Recommendations to other buyers: They are constantly improving the product.

Happy with Team Support

4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: We found that the setup was a little complex but Team Support was available to us through it all.

Pros: TS has many valuable features and they continue to develop all the time.

Cons: There are a few glitches from time to time. Sometimes a little slow or searches aren't quite working, but overall, I feel it is a very good product and is meeting our needs.

Recommendations to other buyers: Read all of the documentation before you make decisions. We went down a few roads, not really knowing where they were leading. Again, a little complex to setup but our go-live was seamless. Customers like it and our staff like it.

when it works it's idiosyncratic but usable

3/5
Overall
2 / 5
Ease of Use
3 / 5
Customer Support

Comments: My complaints are mostly in the UI and the server reliability. TS uses nonstandard, inconsistent UI design - the same function needs different actions in different environments and most of them are not standard gui conventions; UI components like popups duplicate info already visible and they get in the way of the basic screen objects and won't go away; intermittently some of the clickable objects for obtaining the various groupings of tickets (all, mine, open, etc) display a blank screen so I have to get the tickets I can get then filter for what I want; typically we experience server slowdowns and ticket unavailability for a couple minutes at a time several times a day, most days of the week. The pros are that they've obviously put a lot of effort into creating this product, and I gather that it is less expensive than some other helpdesk systems. I just wish the effort had been more effectively applied.

Vendor Response

by TeamSupport on January 20, 2016

Thank you for your review, we¿re always working hard to improve and evolve TeamSupport, and customer input has played a key role into where we are today. Your feedback is very much appreciated!

Very user friendly

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Very organized & uses a lightweight platform so it runs pretty smoothly
Could use a speed increase in the loading time

Changed the way we provide customer service

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Before we moved to Teamsupport, we were on a custom solution that severely limited our capabilities of following up with customers and ensuring their requests are met. Teamsupport has met and exceeded our expectations.

Pros:
Great customer support team
Knowlegebase features combined with ability to post screen recordings
Easy to navigate
Ability to have products posted for clients to dowload installers from the portal
Ability to have auto-responses and actions

Cons:
Sometimes the system goes down or email client has issues, but the Teamsupport staff are fairly proactive about it and jump on it right away.

Awesome software for our company

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We use TeamSupport in all of our customer support issues. With patient accounts or for our clients trouble tickets or our own internal trouble tickets. It works great as it sends it directly to your email and updates you when it has been answered. Keeps you informed. You can hit reply and email back and it updates the ticket right away. It has worked well with our organization.

TeamSupport

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: TeamSupport really makes collaboration with co-workers easy. I like how quick it is to learn and navigate. Water Cooler is a great tool to gather thoughts.

It is useful and easy to understand and work with.

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: It´s always necessary to keep this kind of tools to realize a complete report. Thanks.

Best work station for the job

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team Support has been amazing these last few months. The customizability, the easy work flow, the reliability. Team Support has it all.

There have been a few off days with Team Support where its been slow, or unresponsive. But I understand that they are a growing company, constantly add new customers, and their work load must be increasing.

Overall I've been very impressed with the power this program offers our company to do our job well, easily, and efficiently.

Thank you TeamSupport!

Intuitive, easy to use, and valuable tool for our team

4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Easy to train new users and integration to Outlook is great.

We use Team Support to support our customer base...

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We support our customer base using Team Support (CRM) and keep track of our bugs and fixes...

Easy to use Support Platform

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Very easy to use, great feed for each ticket to accurately show interactions on support issues. The customer /contact base is nice to see the breakdown of tickets and Custer Distress Indicator is very helpful. The reporting still needs a bit of work and the dashboards could be updated but we still find the tool very beneficial.

Team Support is Great

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I enjoy the ability to search tickets and sort queues. I like being able to create custom dashboard and tags to tickets. There are great ways to organize and group tickets and contact information.

Best new help desk system

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been using this system for the last 6 months and they keep adding new features. We managed to streamline several processes while improving our customer overall satisfaction.

Team Support Rocks

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team Support Rocks!

TeamSupport keeps Technology Office on track

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Without Team Support, we would not be able to respond to the myriad of requests that we are bombarded with on a daily basis. With TeamSupport, we are able to track and respond to requests effortlessly.

Great product

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Easy to use and easy to submit requests back to sender

I really like the fexibility in which I can customize and manage y portal.

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: One of the great features that I really like is the way it allows you create email notifications base on certain settings of a ticket.

The one suggestion I have is to have the ability to Search for a contact by a custom field.

Team Support is the best Ticket Managing Software available!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The best thing about Team support is the easy of managing tickets and dividing them into specific groups. Also something really great is the ability to create supports that can give you detailed data about the tickets you have closed and those that are currently in your queue such as the average age of the ticket and the how long it took for the first action on a ticket. Something that could be a little better is the availability of the software, some times the servers that it's hosted on are a little slow.

AWESOME! LOVE IT!!!!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I use TeamSupport daily with my job. Simply put, I could not do without it. It keeps me organized more than ANYTHING I have ever used doing support. It tracks my tickets, my work in progress, new calls. Everything. I couldn't be happier. It makes my job so much easier.

Excellent ticket tracking software with a few problems

4/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support

Comments: Pros:
-Clear, user friendly interface
-Highly customizable reports
-Seamless integration with email

Cons:
-Easy to lose progress if window crashes
-Frequent periods of downtime (better lately)

TeamSupport has become an integral part of our business

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Our support team as well as development, QA and Project Management teams use TeamSupport in their own ways to manage several facets of our SASS-based business. The staff at TeamSupport have always been responsive to our needs and have gone out of their way to make the product work so well for us. I am in it all day long and we push it to its limits in many ways. We all enjoy working with it and I look forward to leveraging more of its capabilities going forward.

Great customer service, easy to use

4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team support has evolved over the years that we have been using it, and when there have been areas that didnt fit for us or if there were reports that we needed to print our support tickets were always addressed quickly and professionally. I have never felt that the ball was dropped or that a ticket was forgotten or let fall to the wayside. Great customer service and great product!

Communication Solution for All

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We use Team Support to communicate across our 5 veterinary hospitals and 400 employees. Everything from maintenance needs to payroll questions is automated to the correct SME and we are able to track and report on the needs of our people in their very busy jobs. TS saved us from the email confusion that we experienced in the past and enabled our teams and managers to keep track of our time and resources. With this level of insight we can proactively address the major issues and get on to the business of treating our furry little patients.

Ease of use

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The software is easy to use. I have come across a change or something different. I am no longer able to insert screen prints in an open ticket. I used to be able to. I contacted support via chat but they were not able to figure out why I can't insert an image in the text.

I went back to older tickets I worked on and I have screen prints in them.

Help Desk Support Rep

4/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: Pro's- Easy to user, easy to navagate, Customers can user this to open their owe tickets.
Con's- Software freezing up , Not submitting alot of our ticket information.

Fairly simple to use. Reporting feature is robust

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Would like better search functionality. Reporting user guide or tutorial would be very nice.

Good Tracking Tool

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I have been using this tool for around an year. It is an excellent UI tool for tracking issues and communication around the issues.

Team Support Rocks

4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team Support has been a major upgrade to the way we used to handle customer support tickets. The reporting functionality is wonderful!

Very useful software to track the many incoming requests throughout the company.

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I utilize teamsupport on a daily basis for managing workflow, tracking new requests, and creating reports. It's a very nice tool to have available.

Team Support Keeps Getting Better

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Team Support is always making positive upgrades to their system and this is great cause when I need to do something in Team Support it is usually already there.
I really like the ability to link tickets in one and the chat feature.

Good program that meets our needs

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I like the program. Once setup to my preferences was easy to navigate. Only wish is that it would refresh itself while open in my browser so I see new stuff without having to hit the refresh button manually. Program stays up on my computer most of the day and I have to hit refresh at the top instead of things coming in realtime.

Okay for basic use

3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: For basic use, this product would be perfect. Our organization uses it with a bit too much complexity that makes the usability falter.

Trouble tickets for the new age

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Prior to adopting Team Support we were using a localized program with very limited features for out tickets.

Now multiple reps can work on the same ticket and see progress in real time, work on any ticket from any terminal, even take work home with you being web based.

Couldn't be happier with the switch to Team Support

TeamSupport review from user perspective

5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have used TeamSupport for about 2 years now. I have watched the company grow over that time and, while they have always been good and very responsive, they continue to want to learn how we run our business so they can make the software better.

When we do have a problem, we can always count on a few minutes later getting an update explaining what is happening, and they are working on it, or have the issue resolved.

The occasional webinar and monthly letters are always informative and make sure to show what TeamSupport has been working on.

I would highly recommend them from a pure user standpoint. I had no input on the purchase of the software at the time, however, I am certainly glad that we do have it for our information and ticketing software.

Easy to use and robust customer support software

4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Friendly UI, good support, feature-rich, good uptime.

Amazing Product!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been using for 2.5 years. We are an email first response support team. This has been invaluable. We are now implementing Chat and from Chat, a creative request a call idea. Happy to talk to anyone regarding implementation and creative uses. They are proactive and helpful as a company. A GREAT model of their products use.

Great product

5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been using TeamSupport for about 3 years and it has worked wonderful in our company. We are a small company but growing and TeamSupport has allowed us to grow at the rate we need to. It has help our small company not miss or forget small issues.

HelpDesk Portal Review

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We use team support as a way of tracking our support issues. This product is always improving and looking for ways to improve the product. I know we have really even scratched on the surface of what this product is capable of. We support over 200 clients and deal with doctors, hospitals and physicians.

Good product

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Never had a problem with any of the features, does everything I need it for :).

TeamSupport Integrates Well with My Work

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: TeamSupport is a great system to help support day-to-day activity at work. I love that we can all be in working on and talking about the same thing at once. We pass work back and forth and make comments to help each other out. It's a great way to stay on the same page and keep the work flow going.

There are also great reports that can be generated, you can easily track your work and pull stats on yourself and members of your team.

TeamSupport is easy to learn and use each day. We implemented it about two years ago and have loved it since the initiation. It's simple to get new users up and running. It's very user friendly.

Review of Team Support

3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: Using the search filed is very helpful.
Reviewing tickets is fairly easy.

A few things that I do not like:
I do like that while review the list of tickets to be separated, it changes the order of the tickets after I have assigned the ticket to anther user.

The other thing I do not like is that when I back space out a comment, the font changes to a smaller one.

Addition to Team Support:
I would like to see a Spelling and Grammar check. Certain words are flagged in the comments, but you can check the spelling of the word.

I am the office manager of our company and I love the ease of usage of Team Support

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I use Team Support to find contacts and issue passkeys for our customers to continue to use our products after they pay. I love how I can go in and find where I sent it last year and am able to send it to the same person as to not confuse the customers. It is a great documenting tool too.

Quick, easy, reliable

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: After about a year of using TeamSupport, I have found it to be quick to find and create tickets and has helped to build a way to reliably monitor each incoming and in progress ticket.

I thoroughly recommend it as a way to track customer issues across individual users or whole companies.

Great system for managing your organization's support requests

4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Using TeamSupport to manage the support request in my team's job queue makes my life a lot easier. I've used other ticketing systems in previous jobs, but TeamSupport's excellent reporting tools, flexible email handling capabilities, and ability to customize ticket properties make TS the best tool that I've encountered in my support management career.

A Very Average Product

3/5
Overall
2 / 5
Ease of Use
5 / 5
Customer Support

Comments: There are a ton of help desk ticketing software programs available on the market and this one falls right in the middle in terms of functionality. It's slightly more cumbersome that the competition, but comes at a very reasonable price.

Teamsupport helps me to show my boss the result of my work and helps me to keep my files in order

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Honestly i have'nt had any problem

TeamSupport is a fairly solid CRM Platform

3/5
Overall
2 / 5
Ease of Use
3 / 5
Customer Support

Comments: The system has suited our company pretty well as far as feature set, and overall functionality. There are some downtime issues during our peak hours, which has caused some client frustration. But overall the system seems to work pretty well.

However, the customer service team is rather dismissive of issues and generally says most problems are from "Growing Pains"

HELP AT YOUR FINGERTIPS

4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: What a wonderful support service to help staff and mangement alike. Your up-dates are also very timely and informative

Software has been heavily used in our support department

4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Great tool to manage your support tickets. Lots of flexibility in how you gather the support ticket information so you can track and manage what is happening - and also understand the impact of recent product releases.. etc.

The software is simple to use and reliable as well!

Easy to use and makes the process of responding to tickets efficient

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: This product is really easy to use with a variety of different customization options that help to set things up to match the processes of an organization with little issue. Which at the same time allows for a more efficient process to answer tickets and keep documentation on steps taken for each ticker.

Great Team Support!!

5/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Team support does an excellent job of keeping updated about current developments in their fields. I would recommend it because it pays for itself , it's a tremendously valuable asset to us.

We use TeamSupport on a daily basis to manage our support desk inquiries and reporting.

5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been using TeamSupport for several years now. It allows us to easily track all inquires coming to our support desk. We can easily look up customer contact history and there is a wealth of different reporting options to create critical statistics that we use for the growth of our company in many ways. There has been a few ripples with their growth over time which is expected with a fast growing company, but they have always been up front and quick to resolve any issues they might have experienced. My interactions with their support have been nothing but 5 star, which being a boasted 5 star support company ourselves, we have come to expect.

Useful Tool for Our Business

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We use TeamSupport as a basis for our customer support. Its a good product that's constantly updating to keep up with the industry.

More Features

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: The ease of use and functionality of TeamSupport is great. I do wish there was a bulk import/edit/export feature.

Easily Stay Organized

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I originally used this for the help desk features, but have found it to be just as useful to track billable projects for customers as well. Being able to add notes that you can choose to give the customers visibility to or leave for internal use, starting a timer when you add a note to a ticket, and the custom action types are perfect for this.

The only feature I have so far found lacking is the Queue. That isn't to say it doesn't work, or even work as intended. I would just like a card type view inside of something like the queue, with different columns to move the cards into. But this is a minor complaint at best, the rest of the features and the teams responsiveness more than make up for this.

Great collaborative Platform

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I have been using Team Support for 10 months and it is an invaluable tool for my work. It provides a collaborative platform for myself and other team members to work together on solving customer issues, and to view and store a record of our support with them in one place.

Pros: Easy to learn, provides great visiblity among the team.
Cons: I wish searching ticket "tags" was easier and that I could pull better reports on time spent by user.

Streamlined our Support Department

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team Support has really helped us become more cohesive as a team in regards to our own support tickets. They have been very receptive to enhancement suggestions and prompt with keeping the product new and updated. We did have to setup a few business processes and follow a few things in exact order to produce the results we need on our end. Support has been fantastic; great, caring group of employees.

TeamSupport: Experts of Customization

4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: TeamSupport has been a great asset to my company since implementation. The user interface allows for never ending customization of workflow and reporting options. As a growing company the ability to update workflow, manage permissions and capture the history of all changes made is a valuable resource.

The support team welcomes all enhancement requests with prompt follow ups to ensure there is a clear understanding of the request. They are truly a customer centric company always putting the needs of their client base before all else.

Team Support Review

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Our organization has been using Team Support for about a year and a half now. The enhancements and updates over this time period have been wonderful! Love that I can use this from anywhere.

Pretty good

4/5
Overall
4 / 5
Ease of Use
Customer Support

Comments: A great system for help desk tickets. It has lots of flexibility to customize our "Help Desk Tickets". My criticism is for the front-end side; it's difficult to "guide" people to the correct category - It would be great if key words could categorize the ticket, instead of the user having to select a ticket type.

TeamSupport is for some amazing work support programs

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I used TeamSupport before in a previous work environment but I never have been disappointed. The Customer Support alone has been very helpful, along with the online documentation on how to use the API, Features and setup or fix issues.

TeamSupport works great for our organization

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We use team support for daily support operations and it works great for us. We utilize the API to automate many things in our organization that would have taken us hours per week without TeamSupport.

Minor issues but would make work flow better

4/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support

Comments: Would be nice if you could copy a ticket. We have new user requests that go to several depts. and would be nice that we would not have to fill in all the same information.

Great resource for managing client correspondence and handling issues

4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team Support is a great resource that manages issue tracking that our clients raise. We are able to have flexibility to track by Product Area, Root Problem, and Product, and assign tickets to users from different teams on a rolling basis. The ease of use (updating/adding info via email or using the nifty AJAX interface on the site) is very cool!

One missing aspect is that there could be a slightly easier interface for pasting source code in a way that is formatted cleanly and separate from the rest of the comment.

Otherwise, I'd highly recommend this to small businesses for customer issue tracking. Really nice product!

TeamSupport - A Reliable Client Support Option!

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: TeamSupport gives various stakeholders an inside view of our clients. To seamless track client information, communications and outcomes to client issues is really helpful. When I first started using it, I wasn't sure if I would like it, but I do! There are a couple of enhancements I'd like which have more to do with ease of use and not anything that compromises the integrity of our use. I'm a visual person, so take that comment as you wish.

Team Support Review 8/12/2014

4/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support

Comments: Haven't had too much time to really dig into all of the features, but so far a very reliable and stable CRM Tool. It's fast, doesn't crash, and doesn't log me out halfway through composing an email. The only gripe I have is the massive amount of tabs you can open within the program itself, without even realizing it.

Love it!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I use TeamSupport on a daily basis to keep track of customers and any issues that they have and also what products they own. The software is simple and very intuitive to use. It allows me to keep track of how long I spend on each ticket and how much time is spent on each customer as well. Out of the other helpdesk software I have used this is by far the best experience for both helpdesk personal and our customers when they access it through the public portal to see their tickets.

Anytime I have had a question or issue with TeamSupport their helpdesk is quick to respond and resolve the issue.

So easy with awesome support

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I've been a user of team support for a year now and the system started out being wonderful and since then it's only gotten better. It's so easy to use as many of your normal PC/Mac functions are the same on the online portal. We have also worked closely with the TS team to make custom functions that relate to our company workflow. I don't think there are any bad things to say about TS as if you have any problems their support team helps you fix it in minimal amounts of time.

User Friendly

4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: I am a first time user they system is very easy to use but run slow at time..I don't know if it has something to do with our system as well for it to run slow...but overall i like it.

Easy and Intuitive Product

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We use TeamSupport for both problem tracking and tracking and reporting on our implementation progress. It is simple to use, easy to customize to our needs, and very cost effective.

Pros
Far less complicated to configure than most other similar application
Ability to allow customers to access progress on their open issues
Strong and simple automation setup
Good standard and custom reporting features
Fast response times, especially for a SaaS

Con
Somewhat dated interface.

Product Review - Team Support

5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: I've been using Team Support for over a year and love its ease of use and comprehensive suite of features. The software is very intuitive but if I get stuck I can use their Documentation menu and usually get the answer I need. If all else fails, they have a great Chat function.

They continue to add new features and welcome feedback which is great too.

Information tracking savior!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We use Team Support for managing our client base. For years we used a home grown system that wasn't the best at tracking customer data and metrics. Now that we use Team Support, we're able to accurately track our efforts and see the ROI for our investment. Team Support gets my recommendation for sure.

Best Helpdeck Software Ever

4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: This is a really good help desk tool, I have been using it now for about three months and is overall very user friendly, the things that I don't care for are all individual based and would be different for others. The best thing is the support I get from Team Support, if I call in an issue it is quickly responded to and fixed. One of the draw backs is not being able to "dial in" to a customer to actually see what is going on..

Excellent Support Application

4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: TeamSupport is a great application support tool. I not only use it to manage my support tickets, but also to keep track of projects and related project tasks that involve multiple vendors. The user interface and ability to customize is superb. The only con I have encountered thus far is the compatibility with Microsoft Outlook html when updating tickets via email. The formatting gets corrupted, especially with bulleted lists. This is the only reason I gave the overall rating 4 out of 5. Otherwise, I highly recommend this product.

Great product, better price!

4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: We first started using TeamSupport nearly two years ago and have now completed our 3000th ticket. TeamSupport is excellent and has really assisted with the growth of our company's support team.

Pros:
- good UI
- good performance
- small learning curve
- price

Cons:
- none yet

I would definitely recommend TeamSupport to anybody who takes support seriously.

Implementation Specialist

4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I have really enjoyed how simple it is to navigate the various menus within Team Support. Previous systems were difficult and hard to find accounts. Team Support is easy to add or modify the data. We really take advantage of the automatic notification when updating tickets. I really think our companies decision to move to TS was the correct move.

Absolutely does what I need it to do

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I use TeamSupport at work to keep up with issues my clients are experiencing. I have also used it to track "to do" items. I find it easy to use and stable. And our support department has been able to analyze issues and present hard evidence for why certain issues need to be a priority by using Team Support reporting features.

Tracking, Reporting, Efficiency, oh my!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team support allows our company to track issues and support calls by category so that we can see where our product may need improvement. We can see how long issues are taking to be resolved for our clients, as well as assigning support tickets to the team member best suited for it.
Team support is simply amazing.

Great Product & Service

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The Team Support product is important to our day to day operation. The constant innovation of new feature sets is amazing. Finally a company that listens to it's users !!

easy to implement

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team Support was easy to implement in our organisation. All of our customers were synced from our CRM (Sales force) so all we had to do was forward our support emails to Team support and it was easy as that. Our clients are continually complementing us on our customer service and are always impressed with the portal. Team Support has helped us increase our level of customer service by giving us the ability to collaborate on support tickets. It has also been great to see the improvements made to Team Support over the last year and I am excited to see what comes next.

Team Support - The Best Help Desk Ticketing System, Period!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: My organization has been with Team Support for over 4 years. The product, the service, and the support are outstanding. This is a powerful tool if you take advantage of all of they have to offer.

Very Helpful Service

5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: I work for a very small company doing 2nd Tier Phone support. Team support allows me and my team to communicate and collaborate on issues. It has been an invaluable tool for me because I do a lot of telecommuting. Team support allows m,e to collaborate and work with my team in real time no matter where any of us are. It's much easier to use than Zendesk and other similar services.

Easy and Practical

4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: After using Team Support for more than a year, I have grown accustom to it's simple yet powerful interface.
Every morning I open the web application and scan through the tickets I need to work on.
Having to use the "other" system is a pain with sub menus and multiple clicks to see one ticket.
I hope we are able to completely move to Team Support as soon as possible and recommend anyone working with customer support tickets to take a look at this amazing system.

Amazing Product

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The freedom to customize TeamSupport to suit our business needs is amazing. User level screens are intuitive and I can't say enough about the ability to create custom reports to suit your business purposes.

Top 10 Things I like about Team Support

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: (Probably not in order)
1. Multiple Search Capabilities - I can always find the ticket I'm looking for. The Tag support is awesome.
2. Ability to Subscribe to Tickets - Each User chooses which tickets they want to stay up-to-date on.
3. Ability to Link Tickets - This allows tickets about common things to be grouped together and addressed as a project.
4. All the communication in one place - Ours, the customers, our bosses. All right there, not mixed up with all my other email.
5. Reminders - Right there linked to the ticket they are about. I don't have to set up a Reminder somewhere else and then go look up the ticket. I'm already there!
6. Integrated Hour Tracking - Just having the fields on the screen, reminds me to track my hours every time I open the ticket.
7. The Dashboard. We use it to inform our group about new tickets coming in.
8. Customer History - Everything you want to know about the Customer, right there where you need it.
9. Custom Reports - I was able to create report specifically about things I needed to track.
10. Custom Fields - We created fields for exactly what we wanted to track.

Okay, 1 con. We can and do link Parent Tickets to child tickets. We would like better control over what 'trickles down' to the child tickets. Instead of having everything automatically trickle down, let the user indicate on each entry, if it should trickle down, or not. (Think of this as an Enhancement Request!)

Great product for our small business

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team Support has been a great ticketing system for our organization, as it solves our immediate needs and also scales up well. Customer service has been great, and the development team has been very helpful in working to customize the product for our needs.

Awesome Site, we love it!!!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Team support has made our overall connection to our client's issues. We pride our self in customer support and Team Support allows us to do that. Thanks

Best Customer Support Software by TeamSupports.Com

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: TeamSupports is always my go-to-service when I need to setup a support site for a company or product. I've worked with other systems in the past, and TeamSupports is on par or above in all areas I've evaluated.

Their pricing is simple and clear - they don't charge you crazy rates for a single feature like SSL, and they don't offer you enticing rates that quadruple after a single year of usage.

At my company, we have developed three support sites and ALL of them are with TeamSupports. Initially we were trying out different services, but after using TeamSupports, we moved all of our support sites over. Setup is quick and easy, and whenever we have questions, they respond in hours or minutes - by phone, email, or social channels. I bet they use TeamSupports for it too!

I love how easy it is to customize your support center and notification emails in minutes to provide a perfect experience while still giving you powerful tools to support your customers.

You'll never be unhappy if you get started with TeamSupports.

Excellent Product / Excellent Service

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have a specialized healthcare application used in the US, Canada and the UK. We are a small company but we have a lot of users. We started using TeamSupport to track customer issues. After a few weeks we noticed that if we marked the customer issue as a bug or a update request we could then very easily track these needs the next time we did an update. Because it is easily customized we were able to add fields that would enable us to track which version of our software individual clients were using. We also added a field to help us track whether they have a paid up support contract and when it is due. The accounting department found out about that and now uses TeamSupport to track those Support Contracts. Sales is now using TeamSupport to track leads.
A few months after using TeamSupport we asked if they could make the support contract information available while writing a ticket. It was in TeamSupport the following week. We have tied the Knowledge Base to our website so that clients can get quick answers to their questions.
There are lots of features that we have yet to explore, but we can definitely recommend TeamSupport for the small company. You do not have to be a large software firm to find value here.

TeamSupport for all

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: My company uses team support for all it's inbound traffic related to customers.

Pros:
Chat Support, Email Support, Ease of Use, Wiki and Knowledge base
Handles multiple departments. Drop box integration, increased accountability
Customize-able drop downs for ticket status, departments etc.

Cons:
This isn't really a con for TeamSupport but there are so many options that my company decided to create multiple dropdown/select options for things are hardly ever used. This nay cause confusion for new employees.

TeamSupport.com is an excellent support tool for our development team!

5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Overall very happy with TeamSupport. Lots of new and useful updates keep the tool user friendly and keeps our application development support team efficient with regard to tracking issues. We can see who else is reading and acting on a ticket and even chat with them within TeamSupport right then! The e-mail integration is great. We can paste screenshots into a ticket from the clipboard. The TS team has been very responsive to requests for enbhancements and support for their product (they must be using TS!).
Team support is a little chatty on the wire, but anybody with more than dial-up connection should be fine. On a few occasions I have seen the open tickets list lock up, but that may be a browser issue.
All-in-all, this is a great, easy to use product.

What A Way To Replace The Email Rat's Nest

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: There are so many great uses for this product but from my vantage point it helps manage the clutter. We service close to 100 clients and have monthly web support for a lot of them. Fulfilling clients requests is a job in and of itself but managing the back and forth of those requests and ensuring requests are completed and in a timely manner. TeamSupport helps our entire team get a bird's eye view of the status of all our clients requests and ensure nothing falls through the cracks.

GO Team Support!!!!!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: It has been a pleasure working with Teamsupprt. We have had many questions over the past couple of years, and it took no time to get an answer. We needed more training and the trainer was very flexible to our schedule. We were encourage to just navigate around and not to worry about messing something up. Teamsupport is very user friendly. It has so many great features that we still are not aware of them all. Looking forward to learning more as we continue our journey with teamsupport. GO TEAM SUPPORT!

Just some kind words..

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I want to take a moment to thank Team Support and how it has changed the oh so ever dull processes that were in place at my job. We are now super organized and are able to use our time more wisely (really great team efficiency!) The products is easy to learn and fun. Many great features that our team has really grown to love. Also, in the beginning stages of learning this product, I had a lot of questions and the Chat feature was AWESOME!! All team members involved in the chat we super helpful and the turnaround time was quick. Seeing this, I have set higher standards for my Support Team to meet. :)Overall, the product is great and am very pleased to have the opportunity to use and model Team Support!

Thanks!
Sabrina

Makes my job easier each day

4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We migrated to Team Support over the summer from another vendor and the change has been a welcome one. The ease of use in the UI has saved time as this is a tool I use daily. Also the visibility into queues has been a vast improvement as have the search options.

If the customer listing could do a scroll that would be welcome but that might just be previous functionality I'm missing.

TeamSupport.com is an excellent web base support and collaboration tool

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Our national non-profit uses TeamSupport.com. Multiple departments including our Affiliate Charters utilize this system not only as a support ticket system, but also as a valuable project management and collaboration tool. The user interface is very intuitive and the TeamSupport.com team is very responsive to our needs and suggestions. I love the amount of automation that you can program into the workflow to increase productivity within the organization. I highly recommend this tool.

Solid so far

4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Been using TS for about 3 months. Seems solid so far.

Great Support Application that meets business needs!

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: A month ago we are comparing different web based Support tools that best caters to our business needs. The previous tool that we were using is not too bad, but configuring it is too hard that no one seems to user. In the search for a new tool to use, we had trial versions of various apps until we tried Team Support.

The tool is very easy to configure, has customizable fields and workflows and you are up supporting your users in not time at all!

Ticket tracking is a breeze and it is so very easy to update. That's what we liked best, it's simple and easy! It is also packed with Customer Service and Support features, such as Customer Portal, Knowledge Base and Customer Chat.

Customer Service is great too. They answered all my questions on set up and configuration promptly. They really know their stuff.

Overall, we think that Team Support is one of the best and affordable Support Application in the market. A great choice for our business.

Great Product

5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support