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

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

Product Details

  • Starting Price
    $40.00/month/user
    See pricing details
  • Pricing Details
    Per month, per user with annual billing
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

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

About TeamSupport

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.


TeamSupport Features

  • 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

TeamSupport Reviews Recently Reviewed!

4b568b90b6339abeceab5af0bd4a6a37

TeamSupport is a great ticketing software for small companies

Oct 27, 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: 8.0/10 Not
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Pros: There are many features that are available like the water cooler, wiki, customer portal, etc. The Wiki is the best feature because it allows us to document best practices and provides a medium of collaboration of work amongst different teams. I also like the different ticketing features that are available. Overall good product for a small company.

Cons: The search feature is not robust and the ticket management could be better. Jira has a better interface for ticketing as far as assigning child/parent tickets. It is difficult to search older tickets that we have worked on.

Overall: We use this for our daily operations. We are able to communicate with our clients and resolve issues.

Team Support is very customizable but also complex on the agent side

Oct 25, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: Team Support is very customizable and provides a strong agent workflow. Also, the reporting is very strong, particularly the ability to report on time in ticket statuses and the ability to build custom reports.

Cons: While the customization options are a plus, the amount of options and how they are set up create unnecessary complexity and room for error.

Great Product and collaboration tool!

Oct 20, 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: 9.0/10 Not
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Pros: Their robust out of the box reporting and dashboards. Workflow makes sense and works with our company and screen record feature is a live saver for troubleshooting with clients.

Cons: I wish the internal part of the knowledge base was surfaced in the UI and could be accessed in the same way as the client facing knowledge base. We do not like having to be logged into team support as an user to access this.

TeamSupport is a great product and makes tracking customer issues easy!

Sep 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I like that it is web-based, easy to use, tickets are easy to create,input and close when needed and the reports that can be generated are excellent!

Overall: Ease of tracking customer issues and cross talk with members of the team.

It's been a great addition to our business

Sep 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The software fits our B2B model of support perfectly. It offers tons of flexibility and allows us to truly connect with our customers and monitor their needs. The company is constantly working to provide new features and the new features are usually useful improvements. I don't think there is a better B2B support software out there and the customer service is awesome.

Team Support has been a good useful tool for our team to track and manage tickets from customers

Sep 19, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I like that the software allows the customers to view the status of their tickets. It makes sending and requesting updates easy. The knowledge base section is a good tool for customers to be able to review. Being able to categorize tickets based on products allows for easily referencing back to older tickets. They hold webinars to help teach on their software.

Cons: The software is not always the easiest to navigate. The search feature is good but does not always bring back relevant results. Setting up some of the features in the admin section is not intuitive. Pictures entered into comments do not always display when sent to customers. The software seems to lag or not update for periods at a time for our team.

Feature rich, out of the box solution

Sep 18, 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: 8.0/10 Not
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Pros: This is one of the most-feature rich SaaS-based help desk systems on the market. Customization possibilities are excellent, especially the ability to embed Java widgets in the service portal.

Cons: Email management is awkward. Licensing model is not very flexible. No option for unlimited read-only users.

Overall: Work flow integration, customer management.

Team Support is great for our company

Sep 18, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I like the ease of use and ability to capture screenshots and document everything in one place. I like that I can track my time easily.

Cons: I wish the reporting in Team Support was more user friendly. I also wish there were more canned reports.

Customer service is very responsive, the interface is very easy to use.

Sep 18, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to create custom dashboards, reports, fields etc gives TeamSupport the ability to fit your company's unique business flows.

Cons: The logic of creating a custom report is some what complex for what seems to be very simplistic queries.

Overall: More visibility into issues and client facing item.

Great for tracking client info and items needing an audit trail

Sep 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The ease of searching for past items. Also the ability to combine tickets that are related or to add to the ticket that there are related tickets so items do not have to be researched if already attached. It saves a huge amount of time!

Cons: Not many cons, the software performs as advertised. It has had a few times that emails were sent duplicate, but this was fixed quickly.

Overall: Huge time saver.

We use this software for our support tickets.

Sep 13, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I can see multiple queues/reports on my dashboard and there are many things that can be configured and automated.

Cons: The flow of emailing customers is not intuitive and if I only want to email one of the three people listed I have to delete the other two, send the email and then add them back.

Overall: We are hoping to get better reporting and search functionality than we did with our previous software.

quick, easy and reliable

Sep 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Being able to edit and delete any updates to tickets which are wrong or not needed is essential for complete accuracy.

Cons: having to always add the amount of time to each and every update you put into tickets, the time stamp is more than enough.

Amazing B2B Ticketing System

Sep 12, 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: 10.0/10 Not
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Pros: The Ability to add reminders to tickets. This is a great feature to have, so I know when to get back and start working on specific issue that will require more time. Next. Automated messages are sent out to customers during the weekends and holidays. Also, adding subscriber to the tickets is very important when 1 or more users are involved in a team, its good to add a subscriber to keep all the users in the loop.

Cons: Team Support is only compatible in specific browsers such as: Chrome. Secondly, the layout of the web page is a little confusing, since so much information is intact to in web-page. Also, when clicking on a specific ticket, there are screenshots in the webpage that are not scalable, so you have to use a navigation bar to slide over to the right to see the cut off portion of the screenshot.

Overall: I solve technical problems relating to my company's software. The benefits are to send and receive messages easily, setting priorities to tickets, and escalating tickets when needed, as a result the customer is always in the loop of the progress of the ticket.

TeamSupport is just what we needed to manage our organization's support ticket requirements.

Sep 12, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the flexibility that comes out of the ticket automation features. It allows me to do a lot of pre-triage modification of tickets, and to automatically assign tickets to the appropriate personnel based on preset characteristics.

Cons: I sometimes struggle with the amount of notifications that get sent out. There's a happy medium between too many emails and not enough, and I haven't quite found that sweet spot yet.

I've never used a program that was more user friendly, real-time integrated with what the rest of my

Sep 12, 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: 10.0/10 Not
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Pros: The easy learning curve. Have never been in this field until I started this job so everything was new. This was the easiest piece of the new puzzle.

Absolutely love it! Don't have a single complaint!

Sep 12, 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: 10.0/10 Not
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Pros: Team Support has been a huge factor in how well organized our IT department has become. Being able to track all past and current work, as well as search and use our old tickets, has made all the difference in the world. The ability to be able to customize our portal is fantastic as well.

Overall: Organization and customization are the key features that help me.

The best customer service!

Sep 01, 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: 10.0/10 Not
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Pros: The reason I selected TeamSupport over the competition was for the powerful custom reporting abilities, which are very easy and intuitive to create. Another feature that stands out is their customer service. Anytime i've submitted a query, I've had turn-around same day, and generally within the hour (if not immediately.)

Cons: Some of the rules and things during build-out do not seem as intuitive as they should be, however TeamSupport offers a ton of educational webinars and resources to guide you through.

TeamSupport has great views into support tickets including the most time-intensive users

Aug 01, 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: 10.0/10 Not
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Pros: The ability to customize the customer portal allows us to really make it look and feel like our own product and was easy to do with a little html basic knowledge.

Cons: So far we like everything we've used. There are some features, like the Knowledgebase that we haven't used yet and will need some time to explore.

It is fast, reliable, and accurate.

Jul 21, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This software makes doing my job effortless with the ability to run reports and track clients. The ability to respond to them through the system is great.

Cons: One thing I will have issues with is the ability to email someone and closes the ticket without email not going through to the client.

Great for B2B Customer Support

Jul 18, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: We have several different departments handling tickets and TeamSupport allows me to easily assign tickets to different departments. We also leverage the ticket templates to help our customers provide us with the important details we need from them, allowing us to quickly close out their tickets.

Cons: Setting new configurations is a little difficult and not always intuitive. It sometimes feels like you are going down a rabbit hole of configurations just to have one tiny thing changed.

TeamSupport empowers a support group to take ownership of user submitted issues.

Jul 18, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: TeamSupport is a fantastic product that allows our product and support group the ability to provide excellent support. The interface is intuitive, and fully featured.

The TeamSupport "support" group also does a great job of notifying it's customers of potential issues.

Cons: There have been a few problems recently that have negatively impacted the customer base, but they've been great at communicating their progress.

Overall: Easy to use, and easy to manager.

A powerful yet easy to use ticketing system

Jul 05, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Team Support is extremely easy to setup, they have a very responsive and helpful support team, and robust integrations and a simple REST API.

Cons: The one hurdle that we struggled with in our implementation was the hierarchical relationships of our customers. We were ultimately able to make it work, but it was not a very intuitive process.

Powerful Ticket Management Software delivered in a user friendly package

Jul 03, 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: 9.0/10 Not
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Pros: Team Suport is intuitive and simple to operate. The configuration is straight forward and once set up is complete, the management capabilities given to you are extremely powerful. The SLA system is particularly flexible and easy to customise to your needs.

The dashboard gives you a complete overview of your ticket flow and the reporting Suite produces all the information you need and the customer Support is outstanding! you always get an answer and helpful screenshots.

Cons: As a still developing software there are a few features that need enhancement Such as the reporting charts need to link to ticket views when clicked, Mass ticket updates should cover a broader range of options.. these things can all be covered in road-map releases and with the outstanding customer support I am confident that all my needs will be met in the near future.

Overall: Cost Saving, Ticket Management, Customer Service

The software is user friendly and the customer support on issues are handled timely.

Jun 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Easy system to use, I am able to locate persons, tickets, etc. I run reports and track trends, it is very helpful.

Cons: That if I submit an email than close out the ticket the email might not go through first. It requires opening the ticket back and resubmitting which can be time consuming if it is multiple tickets.

Team Support has completely streamlined out companies internal ticket tracking

Jun 27, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software has an incredible ease of use. The format and front page allow for any user to quickly find what they need. The social features such as avatars and water cooler create a fun atmosphere which further encourages use

Cons: The focus of the software seems to be on back end social and interface development rather than emphasizing reporting or features.

Overall: Quicker customer responses

We have had difficulty fully utilizing the project -- and it has been difficult to get customer help

Jun 21, 2017
5/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The opportunity for what it can do for us - and I still believe it can deliver for us. We so much need this product to know that we have met our client daily needs and tasks -- and think it can do the job for us.

Cons: 1) The difficulty of adding recipients and easily knowing who is getting what we are sending - it is just not as easy to "see" / "read" as Outlook -- And, 2) the look of the tickets -- the font is too small and I am hopeful this can be changed -- and better filtering of the tickets that are processed -- to get them out of the way - even after closed, the sorts are not what I expected. Thank you for asking.

Overall: Still working on that.

Team Support

Jun 12, 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: 10.0/10 Not
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Comments: Our team uses Team Support and it is an extremely efficient way to track service requests for our customers.

Pros: Easy to use, efficient, user friendly and the Tech Support team is very helpful. I would highly recommend Team Support to a colleague!

Cons: We have experienced a few growing pains but Team Support is always quick to resolve the issue and honest about what occurred during the down time.

May 23, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: It's an easy to use the application and we like the email to ticket functionality. Our customers like the customer hub.

Cons: There is a lot of functionality that is not well thought out and management is not happy to make changes and work on enhancements. You get an attitude - it is what it is from the CEO and COO.

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.

Great product - Easy to use!

Apr 21, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Comments: It's a fairly easy system to work with

Pros: I love how TeamSupport allows you to search for tickets based on the customer name in addition to the ticket number. It is very user-friendly and easy to navigate around the system.

Cons: If I am viewing a ticket and click the back button, it brings me back to the main list of all tickets. I would prefer it bring me back to the place in the list where I was previously.

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: 10.0/10 Not
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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: 9.0/10 Not
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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: 9.0/10 Not
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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.

Your Columns suck

Mar 29, 2017
2/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality

Comments: I cannot move the Team Support page a portrait monitor because I cannot collapse the left and right columns.

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: 10.0/10 Not
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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
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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: 2.0/10 Not
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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
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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: 7.0/10 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: 8.0/10 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: 7.0/10 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: 10.0/10 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: 7.0/10 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: 7.0/10 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: 10.0/10 Not
Likely
Extremely
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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: 6.0/10 Not
Likely
Extremely
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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: 8.0/10 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: 7.0/10 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: 9.0/10 Not
Likely
Extremely
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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: 10.0/10 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: 7.0/10 Not
Likely
Extremely
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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: 7.0/10 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: 8.0/10 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: 9.0/10 Not
Likely
Extremely
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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: 9.0/10 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: 10.0/10 Not
Likely
Extremely
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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.

Good Application

Mar 21, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: You have the ability to merge tickets thus when you respond to one ticket, you are able to respond to many.

Cons: Time consuming if not set up appropriately

Overall: Team Support is a good application. I would suggest during the initial set up to make the foundation general and not so specific so that you can scale as your business needs change.

Recommendations to other buyers: I would like to know more about its ability to integrate with our cloud base applications.

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: 8.0/10 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: 8.0/10 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: 8.0/10 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: 9.0/10 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: 10.0/10 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: 10.0/10 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: 9.0/10 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: 6.0/10 Not
Likely
Extremely
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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: 10.0/10 Not
Likely
Extremely
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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!

Glad to be on the Team Support Team

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: We've been up on Team Support for about a year now. This means we're used to the system and familiar with the functionality but can still remember our implementation clearly. Coming up on new software is not easy but with the great help from Team Support and the flexibility of their software, we were able to come up fairly easy and transitioning our customers was extremely easy, for us and them.

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: 6.0/10 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: 9.0/10 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: 10.0/10 Not
Likely
Extremely
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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: 8.0/10 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: 8.0/10 Not
Likely
Extremely
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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: 10.0/10 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: 10.0/10 Not
Likely
Extremely
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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: 9.0/10 Not
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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: 8.0/10 Not
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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: 10.0/10 Not
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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: 8.0/10 Not
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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: 10.0/10 Not
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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: 10.0/10 Not
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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: 8.0/10 Not
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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: 9.0/10 Not
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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: 6.0/10 Not
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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: 9.0/10 Not
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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.