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As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.
TeamSupport is built for growth-stage B2B SaaS companies who are focused on providing quality customer support, and want to incorporate customer feedback to grow and refine their products.
This product is really outstanding, we conducted a review of multiple service management tools and this came out on top.
Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.
The user experience with OTRS is amazing. Being able to show all your work to the client is great.
Interfacing with other systems is, out of the box, rather limited. You could build it yourself though.
Email inbound capabilities are great (maybe unique!). Easy to rollout, once you have a couple of basic admins, customising is quite powerful.
It is really difficult to set it up and configure everything.
It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress.
This is an open source tool, so you get what you pay for.
TeamSupport is easy to use; has amazing robust features and integrated quite easily into our existing business processes. The Customer support team are very helpful and know the product quite well.
The configuration and setup is very non-intuitive and confusing.
Our overall experience with TeamSupport has been fantastic. Their support team is top-notch and from my perspective it shows that they genuinely do care to help you with your ongoing issues.
Sometimes the chat sessions get too long to respond and gets interrupted in between and get cut.
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.
To begin with, the system is "clunky. Maybe they're trying to be all things to all men, but in trying to be so broad in scope, they missed the mark.
With this software it improves the experience of my clients, it is very powerful and has an easy to use ticketing system. The reports and table metrics help considerably the organization of tasks.
It is somewhat limited in its functionality and, options, and user features.
Darythe: My name is Darythe, and I'm a client services manager in the tech industry. And I give TeamSupport a five out of five. Prior to using TeamSupport for our client services department, we were using Salesforce desk, but Salesforce stopped supporting the desk product, and we switched over to their lightning feature, which we did not like. It did not work for us when we were trying to communicate with our clients. It was just too bulky. TeamSupport offers a really robust platform that allows us to easily track client details, client tickets, and different people that work with each of our clients. We also really love the alerts feature so that we can put specific information for clients up as soon as we start working with someone. Implementation of the TeamSupport product was very simple. We had help from their customer service team the whole way through, and we were able to easily integrate our current client information and details so that it was readily accessible as soon as we got started. TeamSupport makes it really easy to communicate with our clients and make sure that we don't lose any communications from those clients. We can make ourselves tasks and remind ourselves of different things that need to be done. And it also integrates with other platforms, which makes it really easy to use throughout the company.
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OTRS
TeamSupport
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