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

485 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

TeamSupport has become an integral piece of our daily operations

May 09, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: TeamSupport helps immensely to keep tasks/tickets ordered and prioritized to get the right work done in a timely & efficient manner.

Cons: The site is slow at times, however, recent maintenance and upgrades seem to be improving the performance.

All you need.

Apr 18, 2017
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

Pros: all in this software is amazing

Cons: no one

Overall: Full availability and great user experience.
We've tried to use other software for consultors and TeamSupport solved all of our problems.

Recommendations to other buyers: no

TeamSupport has increased our efficiency and case resolutions

Apr 05, 2017
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

Pros: Easy to use and very easy to migrate our old data to. The auto email features are quite nice

Cons: would like to be able to better sort customers on large group emails when the auto case creation is used

Overall: our support team transferred our case tracking software from a leading expensive CRM to Teamsupport in early 2017. The ease of transferring 10 years of historical case data to getting in all our contacts and customers was so much easier than we could have hoped for. We have seen increases within the support teams case loads and seeing cases closed much quicker than before. The tool offers a lot of areas for customization and allows us to respond to our customers with the information they need in the time they need it to provide proper information to the right people and close out our tickets to resolution much faster. The support team that uses the software came up to speed quickly on the use of the tool in the matter of hours and the transition that we went through was fast and easy. We planned out this transition with just one month of time to plan and execute and it went off without a hitch. Great product and highly recommend

Team Support Review

Mar 29, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: We've been utilizing Team Support for approximately six months. After viewing the training videos, we were able to launch the system using the basic functions. It took a little more time to learn the advanced features, such as reporting and setting up the portal. I would highly recommend developing a mobile app to be able to view and update tickets while out in the field. Overall, it is an efficient work order system.

TeamSupport Gets the job done

Mar 29, 2017
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
Likely
Extremely
Likely

Pros: Easy to use and customize for your organization

Cons: Nothing

Overall: Since implementing TeamSupport to handle our company helpdesk, our team has been more efficient in helping our customers solve their issues in a timely manner.

Recommendations to other buyers: If you are using a system that does not meet your current organizations needs consider TeamSupport.

Great Product for Ticket Management

Mar 29, 2017
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
Likely
Extremely
Likely

Pros: They are receptive to suggested enhancements and are overall, very easy to use

Cons: The search feature doesnt seem all that receptive and I would like it if the reports and dashboards could have custom sorts, such as sort by severity, then by open date, then by customer. Currently you can only sort on column. Filtering would also be nice so you don't have to create a whole new report to see only one piece of information.

Overall: I really love using the TeamSupport program for our ticketing system. Overall, it is very easy to use and they come out with new features frequently, such as their new Task feature which is excellent for time management and collaboration. The company seems very receptive to suggestions. Great product and company.

Very effective software

Mar 29, 2017
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

Pros: Ease of using the system.

Cons: Nothing jumps out at me.

Overall: We use Team Support for all our tickets to respond to client's support requests. I have found it to be very effective, efficient and in the 16 months I have been using Team Support I have only had to email Team Support a couple of times when the system has had issues and these have been rectified very quickly. I wouldn't hesitate to recommend this system to anyone who is looking for support software - highly recommended.

Recommendations to other buyers: I would highly recommend to anyone considering using support software to use Team Support.

Need improvements

Mar 29, 2017
2/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It's available via internet. I can access it everywhere & anywhere via internet.

Cons: Layout out of the call logging page.

Overall: I have used it over a year now. It keeps crashing & freezing a lot. Layout needs a lot of reconsideration. Unable to attach multiple attachments at once. I have to attach them one by one.

Recommendations to other buyers: It keeps crashing a lot. I contacted support for it and I was told that it's happening due to my local Chrome browser. I have removed chrome & reinstalled it but still same issue. I tried on Internet explorer & Microsoft Edge but no joy.

Vendor Response

by TeamSupport on March 29, 2017

We are really sorry you are still experiencing issues with your browser, as relayed by our support team we are not experiencing this with any other users and the issue seems to be your local system. The most recent suggestion was to contact your IT department, have they had any luck determining the issue?

TeamSupport Review

Mar 29, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: ease of use
customer friendly

Overall: We are using the product for a few months now.
Comparing it to our previous Oracle system, I see pros & cons (mostly pros)
In general, working with the TeamSupport is a lot easier. Much less complections & much faster responses. In addition, the Oracle is extremely "heavy" & consumes a lot of resources from the end user' while the TeamSupport is web based interface with low resource consumption (that is god both for customer side as well as support side). Another advantage is the direct corrolation to emails. Enabling the customer to open a ticket without event enterring the system makes it very easy for customers to open a ticket.
On the other hand, the main Oracle advantage is that as a CRM system, it connects all the dots from the whole organization (although somtimes it makes it complex to manage it)
The bottom line is that it is a better system comaring to the Oracle, & also a good system in general

TeamSupport is a great tool!

Mar 28, 2017
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

Pros: Easy to use, helps me stay organized

Cons: There are occasional bugs but support is always able to assist.

Overall: TeamSupport is a tool I use on a daily basis to track interactions and outstanding requests from our customers.

Great Software

Mar 28, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Team Support is very useful and flexible software. The customization and automation options they provide make it very easy to route and handle large ticket volume. I am consistently finding new ways to use team support to address our needs and their support team is very helpful and responsive.

Takes a bit of time to get used to, but has rich features

Mar 28, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Feature rich, numerous, quite cool. Tabbed tickets are great. Fast.

Cons: Took a little time figuring out the UI, but I don't have to use it very often.

Overall: I've used teamsupport sparsely for about 8 months. I'm still figuring out basic features, but honestly I haven't had to use it as much as my co-workers. I was never given a tutorial on it, which also may contribute to my slow progress in figuring out how it works. Two obvious things that weren't made obvious to me were changing the status of the ticket. It's very easy, but I couldn't figure it out. It's a few clicks, but a Select/option dropdown might be better for it. I also was never told the difference between public and private actions, but after someone told me that customers don't see private actions, I had a "duh" moment. I do like that I'm able to respond to tickets with messages via email. It's much faster than logging in for certain cases. The features are very developed, rich, and numerous, but I honestly haven't had to use them very much. This may be related to my job, and less about the tools' usefulness. TeamSupport is fast, which I can definitely appreciate. The tabbed tickets are wonderful, and while I dread getting tickets, I don't dread using the interface.

3 Years and counting!! My go to work app that just keeps getting better <3

Mar 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I absolutely LOVE team support. My entire company uses it for Support, Training, Bugs, Tickets, New Prospects, New Projects and proper documentations. Not to mention we have Knowledge based articles that we can easily send our clients as well as a water cooler for employees and a WiKi how to just for us in the case of implementation /work around changes. We are able to keep an accurate record of what product and workflow each specific group has, add pictures/videos screenshots right from the meeting and we have a bunch of reports/dashboard to track our work. Calendar/Due Dates /Reminders keep us on time and connected.
We can easily make a parent ticket and relate other tickets that pertain to the same thing to quickly update all affected clients at one time. Now we can also have multiple new tickets open at the same time and it integrates very nicely with our current software pulling client specific data.

The Webinars they do are super informative and I love that as soon as anything is up on their end, I quickly get an email with an explanation of the issue, an apology, possible workaround and even an eta of when the issue will be resolved.

It's a winner

Mar 28, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use, familiar and creative. The whole layout is easy to navigate, the system itself for tickets and information is familiar.

Cons: Sometimes I find the pages are not refreshing properly in Chrome, Firefox or Internet Explorer...

Overall: I've been using TeamSupport for over 3 years for our company, it is probably one of the best things to happen since customer support. The KB article's we can use and relate to tickets also are a great help.

Recommendations to other buyers: none

Team Support

Mar 28, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: It is affordable and generally customizable for different workflows

Cons: It can sometimes be a little slow to navigate between screens and tickets and new tickets don't automatically refresh in Firefox.

Overall: Overall, Team Support is a good enough product. I have a few criticisms of the way they do things, but overall, it's not bad. I've used slightly better ticketing software in the past, but it was also much more expensive. For the money, I would say Team Support exceeds expectations and certainly meets our requirements for help desk ticketing.

Recommendations to other buyers: No

Ali's Review

Mar 28, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Team Support has allowed for my job to become much easier. Tickets have allowed for issues that require multiple departments attention simpler to work on. Solutions are come to faster and are communicated much more effectively.

We LOVE Team Support

Mar 28, 2017
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

Pros: Flexibility, mobility, and ease of use

Cons: That I have to refresh often or my typed information gets lost

Overall: Team Support Conversion and training was so smooth. Our customers love the portal access capability and my support team LOVES the email feature within Team Support. This feature has cut down response time tremendously.

Recommendations to other buyers: We love it! Love the interface with Jira

Team Support

Mar 28, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Comments: It has been a great tool for us to track our tasks, communicate with customer. It helps in maintaining product versions. Also a great tool for managers to keep track of progress.

JYu - TeamSupport review

Mar 28, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Easy to access as it is web based program and user friendly.
This is great tool to communicate with clients and for the technical support.

Team Support Survey

Mar 28, 2017
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
Likely
Extremely
Likely

Pros: It is easy to navigate and submit requests.

Cons: The system is a bit slow whenever I login. It takes a few seconds and sometimes minutes to access the system.

Overall: I have been using Team Support for a little over a month. Although, I am still adjusting to the new system, I am able to process my requests in a sufficient manner. The only issue that I have experienced, is that the system is very slow. Whenever I login, it takes a few seconds and sometimes minutes to launch the program. Other than that, it is very beneficial to my company and serves its purpose.

Recommendations to other buyers: N/A

Team Support Review - Fusion/Tucker/Precision/Virtue

Mar 28, 2017
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: Team Support is very user friendly and helpful for managing tasks between coworkers and clients. I enjoy that we are able to keep the office more paperless and are able to track issues with ease.

About Team Support

Mar 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Great program/software, very user friendly interface and design. Which makes it a very simple and easy to understand application.

Gets The Job Done, but Room For Improvement

Mar 28, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The ability to customize nearly everything.

Cons: Slow/performance issues

Overall: Team Support is a passably acceptable support platform.

The Bad:
One chronic problem (which admittedly I have not verified if it is an internal problem) is how slow the site is. A frequent symptom of this is typing in a ticket number in the very top search box, and even with a verified existing ticket, the pop-down list doesn't appear. Similar issues with saving actions, altering fields on the right side of the screen, or waiting for Dashboard widgets to update.

I'm a bit miffed at the replacement of Reminders (an easy, quick, useful piece of functionality) with Tasks (a cumbersome, needlessly complex piece of functionality).

Personal annoyance: TeamSupport utilizes hover-over pop-ups extensively. On a daily basis, I will pass over these on the way to click something else and when I click what I WANT, the site will act as if I clicked on something in the hover-over window even though I passed by it so quickly that it only appeared for a split second.

The Good:
Customizability
Metrics and dashboard, in particular, are extremely useful to see how you are doing and avoid SLA violations.

Recommendations to other buyers: From my experience, Zendesk seems to be doing everything you're doing but slightly better. I'm not fully aware of the advantage of using TS over ZD.

Solid software package

Mar 28, 2017
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

Pros: Easy action items and notation for ticket monitoring
Useful reminder system and parent/child ticket association which allows for easy ticket grouping
Water Cooler feature is useful for posting temporary messages everyone should/can be aware of

Cons: Sometimes lacks response time / freezes up
Bugs/support requests aren't always fixed and/or followed up on (I still have some minor outstanding tickets into support)

Overall: I've been using Team Support for a couple years now and it's definitely increased the ability for us to manage our support/development/teseting requests as we rapidly grow as a company.

Recommendations to other buyers: I've worked with a few ticketing systems over the years and this one has had everything I've needed to keep my tickets organized and remind me when I'm supposed to give certain ones attention / follow up as to not leave the customer waiting.

Could be faster

Mar 28, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Clean design

Cons: Hard to copy and paste and slowness

Overall: Sometimes Team Support is too slow and when we work in a fast pace and pages takes forever to load, it bothers me. Also, to copy and paste from some fields it's really a challenge sometimes, specially when you need to popup a window and it takes forever to load or it loads the wrong one. Or you copy something and comes with extra space..

Fast to grasp and bring to production

Mar 28, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy to use and understand

Cons: Some data should be showed in different areas

Overall: The software is really easy to use and you can move to production use very quickly with little instruction needed.

love working with this program

Mar 28, 2017
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
Likely
Extremely
Likely

Pros: how easy it is

Cons: Still learning on how to create reports

Overall: I have been working with Team support for about one year now. I find it easy to use and very helpful with my job.

Value Added is the New Currency

Mar 28, 2017
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

Pros: Simplicity

Cons: Speed

Overall: I greatly enjoy its flexibility and flow. The layout was simple and navigation was quick and efficient.

Recommendations to other buyers: When is the next generation or platform incurring another update of any kind

Nice overall experience

Mar 28, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Web based, feature to continue conversation from outlook, task management, JIRA integration.

Cons: Doesn't refresh by itself after ticket is responded by outlook.

Overall: This helpdesk software is recently introduced in our company. We find it easy to use and very user friendly features compared to the helpdesk software used by us before.

Recommendations to other buyers: Not really, its progressing well

search should be little bit more refined

Mar 28, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: flexible

Cons: search is not very advanced

Overall: my overall experience is good except some glitches related to KB stuff. When we mark something as KB, it doesnt appear to the client which is pain

Recommendations to other buyers: make it little bit more faster and responsive

Long time customers

Mar 22, 2017
5/5
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

Pros: Ease of you use.
Up time

Cons: Customer support could use some improvement

Overall: TeamSupport has been a great tool for us. The dashboard really makes it easy to see my team stats from a very high level. The ticket automation is amazing really cuts back on time.

They are constantly looking for advice on how to make the product better.

Recommendations to other buyers: This tool has really made our job easier. We were using a home grown system and migrating our data to the new system was super easy.

Happy New Customer

Mar 22, 2017
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

Pros: See my Summary

Cons: With any new implementation, there are

Overall: We chose TeamSupport over the competition because it was a solution specifically designed for B2B support. The competition simply couldn't offer a comparable product out of the box for our business need. The implementation process was remarkably smooth for the speed in which we needed. The training team really helped us hit the ground running and minimizing errors upon our go-live date. Their support team are fast and thorough in their responses and really take the time to truly understand our individual needs as a company and help us be successful with supporting our own customers. Great Product!

TeamSupport Organized our Support

Mar 22, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: We did not have a ticketing system to support our hundreds of clients. Since the day we implemented TeamSupport in 2014 our customer appreciation has increased exponentially. It also has allowed us to track, resolve and develop new and better solutions! Information and Control is power and TeamSupport provides that to us!

Great for Tracking

Mar 22, 2017
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

Pros: The ability to have everything in a central area in order to track easily

Cons: Would like to see an additional front end filter that does not place Articles being written in with the overall tickets being worked. This still can be filtered but for management it adds additional tickets to the overview. Not a bad thing just a convenience point

Overall: Team Support has given us the ability to track hours and types of calls we were getting. It allows us to see a trend by having the issues stored all in one area so that we can run a report based on customer or by overall tickets. We can create reports easily and filter based upon subjects we need to focus in on.

Great tracking tool for our business.

Recommendations to other buyers: Learn how to use the reporting tool. It helps greatly.

Streamlined our Support and Improved Customer Experience

Mar 20, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: visibility allowing for collaboration, reporting, multi channel support offerings

Cons: Formatting within tickets could use some improvement.

Overall: Prior to using Team Support our Support department worked tickets through Outlook - I can't even imagine it now!! We had absolutely no visibility within our Team and collaboration was not possible. Since implementing Team Support we have been able to grow our department in line with our company growth and all the while adding additional support options, like chat, to our offerings. This is absolutely paramount in our success as a SAAS in a very competitive industry. Our Team is now able to work together in shift groups sharing the queue, communicate with each other using the water cooler feature, see when volume is high and they need to jump in, and so much more! The reporting offered with Zoho allows us incredible insight into our volume trends which has streamlined our staffing/scheduling. The Team Support team is incredibly responsive and takes ownership of any issues making sure that they are brought to an efficient resolution. I can't say enough about this software - I highly recommend it!

Team Support is Great!

Mar 20, 2017
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
Likely
Extremely
Likely

Pros: Easy to use. Simple GUI

Cons: I like that my home screen is customizable but I couldnt figure out how to do the filtering of results at first

Overall: I've been using eSupport for the past year and I find it very easy to use and very responsive. I like the simplicity of the GUI too

Recommendations to other buyers: Not really.. just enjoy

Accolades ofr TeamSupport

Mar 20, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: For my very first use, I had no issues. It is definitely user friendly. I would highly recommend this site.

Easy to learn

Mar 20, 2017
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
Likely
Extremely
Likely

Comments: I'm a new user of TeamSupport and found the software to be intuitive and it is easy to learn to work with it.

Team support does more than team support

Mar 20, 2017
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: We use TS for more than customer support work. Custom ticket types allowed us to keep a central database of many types of data and events, and the report structure lets us keep track of these easily.

Team Support Review

Mar 20, 2017
4/5
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

Pros: the ease of delegating tasks to others in the company and the ability to access everything that has been put in place for a client.

Cons: nothing really!

Overall: My company uses Team Support for our task management system and have been extremely useful with delegating tasks and requests for our customer base. It is an effective way of reviewing history for each client's requests and updates. The Knowledge Base tool within Team Support is a great place to have documents with internal tutorials for the company to utilize.

Flexible Program

Mar 20, 2017
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

Pros: The program is good to work with right out of the box and is flexible to meet your individual needs.

Overall: As our company continues to grow it is good to have a program that is able to grow with us. TeamSupport is flexible and able to support new ideas as we grow instead of telling us that we are locked in a set program.

TeamSupport Review

Mar 20, 2017
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

Pros: Easy to use, great functionality.

Cons: n/a

Overall: I am new to my organization and have never used TeamSupport before. I used the site not knowing much about it and it was very easy to navigate and figure out what I needed to do. I received formal training last week and love the functionality.

Recommendations to other buyers: n/a

Team Support is awesome!

Mar 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Team Support is a great substitute for Salesforce and works even better. Very easy to use! Great features and functionality.

Better then salesforce

Mar 20, 2017
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
Likely
Extremely
Likely

Pros: Ease of access and how to use it

Cons: tab windows will take a bit to get use to

Overall: Much easier user interface and ease of getting things done makes my day better. As opposed to sales force which I felt made even an easy task complicated.

Recommendations to other buyers: Forget salesforce this is better

Somewhat Unintuitive and Slow

Mar 20, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Aesthetics.

Cons: Load times.

Overall: So the app is pretty, sure, but considering how much information is stored and loads contingent on the prior fields, it is slow. Unforgivably slow - it takes me, a tech savy analyst, an average of 35 seconds to load a case. It takes about 5 seconds while creating a case for the auto-fill feature to populate possible options.

Search feature loads slowly, but otherwise is working as intended. Notification and update options are great but there have been two functions TeamSupport can't do that would've been handy.

For a small consulting fee you can get more feedback out of me. Thanks for reading.

Recommendations to other buyers: Lessen the load times.

Easy and proactiv

Mar 20, 2017
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

Pros: I like how easy it is to use. The design makes it light, and the functions within make it efficient

Cons: I don't like that whenever a list of something is presented, like the products within a customer, they are in no particular order. When we created our products, we took care of giving them a prefix to group similar products together. Yet, the products are listed in random order and we need to click 3 times on the header to get it in alphabetical order.

Overall: We are within our first year with TeamSupport, and so far, the response is amazing. A few things still need fine tuning. When we have made a few improvement requests, the team was very proactiv if adjusting to it. I am looking forward to the coming years working with TeamSupport as they are dynamic and will no doubt develop new tools to help our support team!

Okay product

Mar 20, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Easy ticket exchange. Ease of sharing information.

Cons: Reporting. Gathering metrics

Overall: Ticket search utility cumbersome. Search listing difficult to navigate once results provided. Difficult to get reporting by groups (i.e. ticket time with a group). Sometimes retrieving data doesnt work. Just spins.

TeamSupport is the best customer support tool

Mar 20, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: The control it provides a business with, in terms of maintaining control of their customer support function.

Cons: I don't really enjoy receiving emails for the groups that I have been added to, regarding tickets I am not really party to.

Overall: TeamSupport is by far the best customer support tool I have ever used. It is both efficient and effective in communicating with clients and keeping control of what is happening on your support helpdesk.

Great Product with Great Support

Mar 18, 2017
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

Pros: Easily designed to look as if it's "our" product.

Cons: I would think and hope that tickets are reviewed periodically to discover enhancement opportunities, of which I have many! ;D

Overall: We evaluated quite a few products before selecting TeamSupport. We believed it could grow with us as we develop our process. It's been a joy learning how to develop it and all of my many questions are quickly answered. No regrets; I love it!

Recommendations to other buyers: Keep the development process alive and thriving, with great people that love Development.

Team Support Supporter!

Mar 18, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Notifications

Cons: The right side column when you are creating tickets. Can be confusing.

Overall: Team Support has been a great way to submit issues and get results. My favorite feature is the ease of notification which allows me to stay updated at all times! Great tool!

Recommendations to other buyers: Nothing at this time. Still learning the system.

Ticket Support

Mar 17, 2017
4/5
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

Pros: Easy to use

Cons: Once you select a ticket and then go to another one it leaves it up in the header. Having to go back and x out of them takes to much time.

Overall: I have only been using Team Support for 10 months, but the tool was easy to learn and the webex discussions made it easy to ask questions. Our customers can now click a help button in our tool, fill in some information and receive a call back within minutes. Plus we can track questions, time spent and work to be done. Thank you

Overall is a great easy to use tool.

Mar 17, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use

Cons: Slow to load

Overall: We use it for my company. Sometimes it loads slowly but overall it's fully functional. The mobile site is preferred for my usage.

Recommendations to other buyers: Make the picture upload easier.

Great work experience

Mar 17, 2017
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

Pros: always available anywhere

Cons: It has all I need

Overall: It´s easy to understand and to use. friendly environment and helpful information. Any time I need information I could find it very easy.

JLandis-ips

Mar 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: We have done a lot of customization

Overall: I don't pay the bills so can't really comment on the prices but I am a user and a fan. Really helps us keep track of client correspondence of which we have a lot!

Team Work Makes the Dream Work

Mar 17, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: Ease of use and agent collision avoidance. Ticket Queue is nice and clear. Reports are exceptional.

Cons: When you go to correct a word in the middle of a sentence, the curser goes to the end of the sentence instead of staying where you want to make a correct or additional notes. The email component, would like to see an address book to make it easier to email other agents or customers. Currently you have to type the whole email in yourself which is time consuming.

Overall: Teamsupport is a great helpdesk software. I really like how the made it so that agents can avoid collision on tickets. They make improvements regularly which is nice to see. It is easy to train new agents on Teamsupport which is definitely a bonus! Ease of use is fantastic!

Corneliu (Infonet) review

Mar 17, 2017
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

Pros: Fast and reliable.

Cons: When you want to go back on previous page is asking "do you whant to leave this page" and logs you out

Overall: I am in charge with updating our new and existing customers for Infonet Technology.
The software works fast and the support is great.
Response was fast and resolved the issue (removing some old customers no longer needed).

Recommendations to other buyers: N/A

Team Support Review

Mar 17, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
Likely

Pros: ease is assigning tickets to an individual or group or department. Follow up emails. Public vs Private comments.

Cons: Merge function... searching for similar or related tickets from the past.....each time its refreshed it makes the ticket look like it was never read

Overall: Team Support is overall a good user experience. There's a bunch of advantages over Sales Force but its search feature to find similar related tickets lacks a lot. Another disadvantage is if someone else goes into your ticket it shows up in bold like you've not read it. The merging feature does not work I think. But its easy for assigning to people and groups.

Recommendations to other buyers: No

Time Management and Organization

Mar 17, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Team Support has been very helpful in tracking my hours spent on tasks and keeping me organized in my workflow. I have also really found the new Tasks feature incredibly helpful in keeping my To Do list all in one place with deadlines to follow. Overall, it has allowed workflow throughout different departments in our organization to flow with ease, all while tracking comments, deadlines, etc.

Great for streamlining my workflow!

Mar 17, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: I love how I can assign thing to teammates for their input & help, and yet I can still keep track of it! I can track time spent on a project or with a client, too.

Team Support utilization

Mar 17, 2017
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

Pros: Water cooler function helps keep everyone on the same page.

Cons: Reporting could use some samples

Overall: Very easy to use. The water cooler function is great for collaboration. The ability to research items and enter into Knowledgeable is a great feature. Would recommend to others.

Recommendations to other buyers: good software

Developers review

Mar 17, 2017
5/5
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

Pros: Product is very comprehensive.

Cons: Initial training could have been better

Overall: Over all our experience has been very good. The initial training could have been better, but since then support has been very good. They also seem genuinely concerned about our success using their product.

Recommendations to other buyers: Ask for what you want... They seem anxious to please.

Great feature set

Mar 17, 2017
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
Likely
Extremely
Likely

Pros: Ease of use

Cons: Some issues with response but luckily it is infrequent.

Overall: I love the features and ease of use. I have had some issues with downtime and minor issues but was told they have beefed up their servers. This application has really streamlined our business.

Recommendations to other buyers: No

Team Support more than your typical software

Mar 17, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: As a Marketing Director we needed a user friendly interface that was customizable and attractive to the end user. We actually use Team Support for our graphic design ticket system and our Graphic Designer and customers couldn't be happier. Thanks for offering such a versatile software system.

Easy to Use Help Desk software

Mar 17, 2017
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

Pros: Very easy to use, able to notify techs out in the field.

Cons: So far so good. No perceivable cons.

Overall: I use TeamSupport to open, manage, and close tickets for the techs in our IT dept. Very easy to use and notifies the tech in a timely manner with the service call.

Recommendations to other buyers: At least give it a try. I've tried other programs and this seems to be the easiest so far.

Awesome program!

Nov 30, 2016
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

Nov 29, 2016
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
Likely
Extremely
Likely

Pros: The Ticket creation aspect

Cons: excessive email notifications

Overall: 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.

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

One Stop Shop

Nov 29, 2016
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!

Nov 29, 2016
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

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.

Overall: 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.

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.

Nov 29, 2016
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
Likely
Extremely
Likely

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...

Overall: 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

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.

Nov 29, 2016
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

Nov 29, 2016
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
Likely
Extremely
Likely

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

Nov 29, 2016
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

Pros: Ease of use
Configureability

Overall: 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.

couldnt be any easier

Nov 29, 2016
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
Likely
Extremely
Likely

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.

Overall: 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.

Recommendations to other buyers: n/a

By far the best help desk application!

Nov 22, 2016
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!

Nov 16, 2016
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: 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!

Nov 15, 2016
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

Nov 15, 2016
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

Nov 15, 2016
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
Likely
Extremely
Likely

Pros: Ease of Use

Cons: N/A

Overall: This is a great product and it has helped our team to become more efficient in handling our daily workloads.

Solid and easy to use

Nov 15, 2016
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
Likely
Extremely
Likely

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

Overall: 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.

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

Good Idea

Nov 15, 2016
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
Likely
Extremely
Likely

Pros: Helps track customer messages

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

Overall: 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.

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!

Nov 15, 2016
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

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!

Overall: 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.

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.

Nov 15, 2016
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

Pros: easy to use

Cons: slowness at times.

Overall: overall experience is great, very easy to use, love that you can put anything in and your information can be found easy.

Recommendations to other buyers: nothing at this time.

Very good software for the cost

Nov 15, 2016
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

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

Overall: 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.

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

Nov 15, 2016
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: 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

Nov 15, 2016
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!

Nov 15, 2016
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
Likely
Extremely
Likely

Pros: Simple yet powerful

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

Overall: 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.

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

Very basic and difficult to scale

Nov 03, 2016
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
Likely
Extremely
Likely

Pros: Ease of use, basic functionality

Cons: Limited feature set

Overall: 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.

Gets the job done

Nov 03, 2016
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

Nov 03, 2016
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

Nov 02, 2016
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

Nov 02, 2016
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

Nov 02, 2016
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

Nov 02, 2016
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.

Nov 02, 2016
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

Nov 02, 2016
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

Nov 02, 2016
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
Likely
Extremely
Likely

Comments: Responsive support team, submitted tickets, they get responded to. Sometimes we talk back and forth.

TeamSupport Review

Oct 28, 2016
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
Likely
Extremely
Likely

Pros: Ease of use

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

Overall: 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.

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

Great B2B Support system

Oct 28, 2016
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

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

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

Overall: 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.

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

The Best Customer Support

Oct 28, 2016
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

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

Cons: hours for support.

Overall: 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!

Why I use it

Oct 28, 2016
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
Likely
Extremely
Likely

Pros: Ease of use

Cons: Less features than I expected

Overall: Team support has been a valuable tool for our team. The ease of use and interface make using it a breeze

TeamSupport for Customer Support

Oct 28, 2016
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

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.

Overall: 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.

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

Works as expected!

Oct 28, 2016
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
Likely
Extremely
Likely

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

Oct 28, 2016
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
Likely
Extremely
Likely

Pros: Nothing

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

Overall: 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.

Team Support is Awesome

Oct 28, 2016
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
Likely
Extremely
Likely

Pros: Everything

Cons: Too Many Features,

Overall: 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.

Recommendations to other buyers: Pretty Easy to Use.

Team Support-Internal Management for an External Benefit

Oct 28, 2016
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
Likely
Extremely
Likely

Pros: Ease of access
Customer Service
Ticket automation system

Cons: Report function is complex.

Overall: 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

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

Can't fault it

Oct 28, 2016
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

Oct 28, 2016
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
Likely
Extremely
Likely

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).

Overall: 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)

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

Oct 28, 2016
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

Pros: Ticket Tracking, reporting, and email importing.

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

Overall: 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!

Easy implementation

Oct 28, 2016
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

Pros: .

Cons: .

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

Recommendations to other buyers: .

UI Could Be Better

Oct 28, 2016
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

Oct 28, 2016
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

Oct 28, 2016
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

Oct 28, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: Not
Likely
Extremely
Likely

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!

Overall: 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.

Recommendations to other buyers: n/a

amiably easy

Oct 28, 2016
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

Pros: the easy customization according to our needs.

Cons: that there is no app for mobile.

Overall: 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.

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

Worth using

Oct 28, 2016
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

Pros: Ease of connecting Tickets

Cons: Not much

Overall: 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

TeamSupport review

Oct 28, 2016
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

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.

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

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

Oct 28, 2016
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

Oct 28, 2016
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

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

Overall: 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.

Recommendations to other buyers: Nope

Enterprise Support

Oct 28, 2016
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

Oct 28, 2016
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

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

Overall: 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.

Excellent support tool with built in integrations

Oct 28, 2016
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

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

Cons: Ticket Automation is somewhat limited

Overall: 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.

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.

Excellent Tool For Enterprise Support

Oct 28, 2016
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

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

Overall: 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.

Easy to use, great application, exception customer service

Oct 28, 2016
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

Pros: The Dashboard!

Cons: The refresh rate/time

Overall: 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.

Recommendations to other buyers: Not at the moment

Team Support Features & Functionality

Oct 28, 2016
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

Pros: Features
SLAs
E-mail Notificiation

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

Overall: 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.

Recommendations to other buyers: Don't hit back.

Easy, Flexible Support Software

Oct 28, 2016
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

Pros: Easy of use and flexibility of configuration

Cons: Occasionally run into minor issues with reports.

Overall: 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.

Good program

Oct 28, 2016
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

Jul 08, 2016
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

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.

Overall: 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.

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

Improved efficiency and reliability

Jul 06, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money