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

600 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 user, per month, 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 better manage customer complaints. We're not like the other guys, TeamSupport is designed for software & technology companies - we understand B2B customer support and help simplify communication & organize complaints by product, issue, or even department while still maintaining visibility of the customer company. Fully customizable & scalable with product & customer databases, integration with developer and CRM tools, multi-channel support, and advanced reporting.


TeamSupport Features

  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management

TeamSupport Reviews Recently Reviewed!


Great for creating and tracking issues

Jun 20, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The reporting feature is extremely helpful and easy to use. Being able to create and manage custom reports helps identify critical issues and direct workflow to those issues.

Cons: The UI can be a bit clunky and the software seems to sometimes have a problem refreshing to the correct ticket/item. IE-even after deleting a ticket and/or refreshing the screen, the reading pane will still show the deleted item.

Capterra-loader

Good software for customer relationship management purpose

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: This one of the best software for customer relationship management purpose. It helps you create and manage support tickets. Good and recommended tool.

Cons: The software already has most of the required features but company can work on adding few more features.

Easy to use Ticketing system that can be buggy at times.

Jun 12, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I like the ease of use the most, easy to claim and respond to tickets. The customization is nice as well.

Cons: For me the software is quite buggy at times and can be very slow when it comes to selecting options as well as emailing out responses.

Overall: The benefits I received were an easy to use ticketing and email system for support for our Payment Processing Software.

I use this daily for work, it seems to work pretty well overall.

Jun 12, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I like how easy it is to maneuver between tickets on desktop. This program also is pretty good at allowing us to make custom fields for issues, that are specific to us.

Cons: Wish mobile version allowed for a similar layout to that of the desktop. hard to look at just tickets you take ownership for.

Overall: It organizes my work for myself and my peers

Capterra-loader

We use team support daily to log calls and emails for our software support queue.

Jun 12, 2018
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: We like that TeamSupport keeps all of our data in one central location. This makes reporting very easy for our management team to pull information to adequately staff for various days, and anticipate higher support volume.

Cons: There was a bit of a learning curve and we had to add multiple custom fields in order to capture the data necessary for our internal reporting.

Overall: Excellent reporting and good support. The uptime for the software is very good. We depend on the software being online and functional as it is integral to our business.

Overall solid software, but occasional bugs or interruptions in service occur.

Jun 12, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The custom reporting is nice. The customization of the interface is great for tracking specific information per ticket. The UX is solid, easy to use, easy to navigate.

Cons: Bugs that cause tickets to not be saved, menus to not load, or the occasional interruption in service.

Full of features and simple to comprehend !!

Jun 07, 2018
5/5
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: For ticketing updates using emails it seems to be pretty easy to catch on. We can assign the chores to several teams with great ease and the customization is pretty neat too.

Cons: Would be too soon to point out the negativities of this software as it's still in the try out stage in our organization, but the mobile app is at a starting stage so it needs time to breathe for now.

Ticketing platform with reports, client contact information and knowledge base

Jun 06, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that it is fairly simple to use and that there are reports and dashboards that users can customize. I like that you have a knowledge base that users can add information and tickets to and I like the chat feature in the software. The ability to integrate other software is nice maybe a little limited.

Cons: The customer support sometimes is a little worrisome and make decisions regarding data loss without contacting clients and if they suspect that you plan to leave they make migration incredibly difficult and will not provide any assistance or support.

Overall: Ticket tracking, portal for clients to see updates, reporting, and statistics are all useful

Capterra-loader

Excellent, reviewed many systems and this one has all the features we wanted at affordable pricing!

Jun 05, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: The layout and design by far are the best features. The ability to assign to tickets customers and/or contacts is a great feature. We use it mainly for B2B and many times an individual is not the customer a company is, TeamSupport allows us to assign in such a way.

Cons: Would love to see a flexible pricing plan like some others offer. For instance a price for users who just use certain features like reporting, or maybe a per use option as well.

Team support is well organized and manage workload, communicate with customer daily.

May 31, 2018
4/5
Overall
4 / 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: 1.Its very organized and easy to use
2.Reporting is great
3.Very good support as desktop and mobile application
4.Response of tool is very quick and faster

Cons: 1.It can have many more features
2.Sometimes chat features struck up
3.Opening multiple pages in browser is possible

Overall: Team support is well organized and manage workload, communicate with customer daily.

Good. Comprehensive. A lot of features.

May 30, 2018
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: It's very easy to create and update tickets via email. Also, you can include a lot of information about the customers, like software and versions used.

Cons: Some features are a little difficult to understand how to use. Also too easy for spam to create tickets.

Overall: Tracking and logging of issues with our system and customers.

Team support is a great tool for companies to organize and complete work.

May 29, 2018
5/5
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: Ability to organize work and manage work. I work on a team and it is easy for me to categorize my work load and assign work to other areas to get processed.

Cons: Random glitches that occur. sometimes a ticket will not allow you make changes. Sometimes if there have been a lot of comments it will not display the older comments.

Overall: Simplified my work load and helps me process my work more efficiently.

I use Team Support tickets to manage and track most tasks.

May 29, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The software is a great way to organize and distribute tasks between many groups. The ability to customize options in the tickets is really helpful.

Cons: I have run into some difficulty getting Team Support and Jira tickets to communicate with each other sometimes. I'm not positive what the factors are when it works or doesn't work, nor do I know which of the 2 softwares the problem originates from.

I find this software very easy to use and reference information associated with a particular issue.

May 29, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: ability to capture and save documentation related to the issue at hand, the ability to reference historic comments to very valuable

Cons: Frankly this is one of the more user friendly tools I have used for issue documentation and resolution. The reporting is very helpful as well.

Took some time to adjust but overall has been positive

May 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Capability to sync with our system, a variety of options and settings (although sometimes this can be overwhelming).

Cons: Cannot sort by customers so can only use search option. Cannot mass delete. Could use more functionality in Reminders (clicking would bring you to the ticket/contact/account and the calendar showing time of day dropdown)

Capterra-loader

A comprehensive system that uniquely targets B2B product support , unlike most of the competition.

May 25, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It is highly configurable and relatively powerful with regards to tailoring to different client types, time zones, etc.

Cons: Small bugs and UX confusions sometimes make configuration and usage difficult. The mobile app is basic, but it was just launched so we expect it to improve over time.

Overall: Great for B2B vendors who want to comprehensively support their clients through a variety of methods.

Used mainly for project work. This helps me track and close off engineering jobs.

May 25, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The software is great for tracking jobs that other members of staff have put in. I can update them at any stage in the project and this has helped keep everyone on the same level.

Cons: The emails that are sent out to other employees is a bit bland, and sometimes difficult to understand.

seems decent, many features than needed - I feel, the update emails are really busy should review

May 24, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: keeps everyone updated and in real time, we can be working and knowing what others are up to by separating my tickets and all. I also enjoy it keeps a history and the search is flexible.

Cons: the update emails are busy and we just need it more focused on actions, email to who its assigned to, actions (if any) and maybe when its closed. I don't enjoy getting 3-5 emails per request.

Very organized and well maintained program

May 24, 2018
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: I like how the program overall is very organized, easy to use, and responsive. Real time reporting is great to see how you and your coworkers are doing.

Cons: Sometimes status get stuck, which rarely occurs, maybe about 2 out of 1000 tickets. Overall, I am very happy with the program.

I use Team Support every day to manage my workload and communicate with customers.

May 24, 2018
4/5
Overall
5 / 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: very simple to use, much faster than other ticketing software I have used in the past. Works well on desktop and on my phone

Cons: The functionality is a little basic compared to other products like salesforce. I also wish the reporting was more robust and could make nicer looking reports that I could send out to customers.

Very easy to use and instantly updates full teams on tickets I submit

May 24, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I run support tickets for data counts for sales of our data to end customers and partners. The tool works well for our teams, we all can see everything going on in real time.

Cons: Could use some more historical reporting. I'd like to be able to see all tickets in one report with ability to sift through past tickets fro analytical use cases internally

ease of use and understandability

May 24, 2018
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: It is very easy to use and is clear on what the next step is. I find that after I have sent the ticket the person intended knows where to go and how to take care of the issue.

Cons: Not being able to find employee's on the list when entering a ticket for them to review and make corrections.

Overall: Being able to send needed corrections directly to the employee and knowing that they receive an email as soon as a ticket is entered.

chat is glitchy

May 24, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 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 LIKE ITS A VERY STRAIGHTFORWARD PRODUCT
I LIKE THAT IT IS A VERY EASY TO USE PRODUCT AND EASE FOR TRAINING

Cons: THE CHAT FEATURE DOESNT REALLY WORK. IT FREEZES ALL THE TIME AND POPS UP STATING MISSED CHAT WHEN I HAVE GRABBED AND RESPONDED TO THE CHAT. THE SUPPORT TEAM DOESNT ALWAYS HELP OR UNDERSTAND MY ISSUE TO RESOLVE IT

Great, Intuitive Ticketing Platform

May 22, 2018
5/5
Overall
5 / 5
Ease of Use
3 / 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 easy to adopt across a company. The interface is intuitive, functionality is robust. Administrative tools are reasonably provided with comprehensive auditing of user actions. Formatting of tickets is really easy to follow and inline images or use of templates is among TeamSupport's strengths. It does ticketing better than any software I've used.

Cons: I wish the reporting were easier and more robust. I would love to see a time where users can be working on multiple new unsaved tickets at the same time. There are occasional bouts of slowness or quirks with drop downs not showing immediately or searches not populating expected results that our company encounters but we, overall, accept the occasional issues because of the general strength of TeamSupport.

Overall: Organization, sharing of data internally and externally, KnowledgeBase functionality, Wiki functionality, reporting.

The system is useful, but sometimes clunky. It lags often, making it difficult to proceed

May 22, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Good tools for organization, allows for easy lookup of former tickets. I like all the different ways it lets you categorize and email to customers

Cons: The software lags a lot. There are times when I click to create a ticket, but it takes minutes before it allows me to move onto my next ticket.

Capterra-loader

I use TeamSupport all day, every day and they provide great customer service.

May 22, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I appreciate the detail and the ability to customize it to my needs. The custom reports, details of the inventory, and ability to link everything is amazing!

Cons: The calendar is not as robust as the application itself. While it is useful, it's difficult to read because I have multiple people I schedule for. Color coding would be helpful.

Overall: A simplistic approach to Field Operations.

My position is dependent upon the TeamSupport software. I use it daily.

May 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Quite easy to use. Utilization & editing is quite simple. Also, on the rare occasion I need technical support, my requests are addressed very quickly & accurately.

Cons: Occasionally, TeamSupport undergoes technical updates. We are informed of these well in advance. They are usually scheduled during off hours.

TeamSupport works great for all of our office needs.

May 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use and navigate through to create cases/tasks/etc. Never had any issues using this software. I would recommend to other users.

Cons: I do not have any to report. I have used approx. 2 years with success. I haven't had any issues using.

Organized easy to use system

May 22, 2018
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 simplicity and easy to understand features. It look me less than a day to start working and using this software.

Cons: Very few times ticket status get stuck and won't get removed unless you clear the ticket. But this is about 2 or 3 times out of an average of 1000 tickets, so this is very minimal.

Overall: being organized, knowing your timelines, identifying urgent tickets

I have used My ticket, Water Cooler and Customers.

May 22, 2018
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: I really like the copy ticket feature. The add customers and task are very easy to use. Very good product!

Cons: I really like the system. The one con would be that i wish the had more tutorial and some videos.

Overall: Great organization of cases.

Decent software but because of the nature of it, can be buggy

May 22, 2018
3/5
Overall
3 / 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: - intelligent for the most part, for updating tickets via e-mail, contacts automatically filling in
- keeps recently opened tickets in the top banner

Cons: - search function is not done well, hard to find tickets that contain keywords that are relevant
- some portions of the page sometimes fail to load up despite refreshing
- cannot open up multiple tabs or windows with a right click functionality

Overall: Do really like the CDI meter and can easily see previous tickets that have been closed to get an idea of the customer experience and how often they are having issues.

I very much enjoy using TeamSupport compared with other CRM and ticketing systems I've used.

May 22, 2018
4/5
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: I appreciate that TeamSupport has easily customized dashboards and reports, as well as integrated ticket chats with other agents AND the ability for agents to both work within a ticket rather than locking the ticket from editing.

Cons: There have been occasions where the web application will be very slow to respond, and even rarer occasion where infrastructure problems will take down the application for periods of time.

Overall: The software lets our team manage and work support tickets for mission critical systems, and user related tickets very easily, and with a focus on collaboration. The end users are easily kept in the loop with public entries, and private entries help keep internal testing and resolution visible to agents.

Additionally, the wiki, and peripheral features of the system including custom reporting, dashboard layouts, and product / inventory management is all far beyond what I've seen in other systems.

Very easy to use and gets the job done

May 22, 2018
4/5
Overall
5 / 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: The ease of use and level of detail on tickets. I can easily find the tickets I am looking for and easily communicate with customers from one interface.

Cons: The software has a tendency to fail to load details and fails to merge tickets. Sorting by ticket status does not work.

Usually able to find what I want and if I submit a ticket I get a quick response

May 22, 2018
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: Easy to use and self explanatory . The search engine works very well with tags. The initial screen is not clear where to go unless you have used it before

Cons: For first time users it can be difficult to know where to start. Broken down by product categories may also be helpful, it probably split further down the hierarchy

Overall: Easy to search out knowledge and submit tickets. I also get an email copy for follow up. Also I work remotely all over the world so I can access the info any time of day

Capterra-loader

Simple & Powerful

May 22, 2018
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: TeamSupport is very easy to use and can generate reports with every data field. User friendly and easy to navigate.

Cons: We are not able to disable our Support Email Inbox in Outlook because TeamSupport sometimes does not create a ticket when we receive an email.

I have had fairly good luck when using TeamSupport, with the rare issue with the site's connectivity

May 22, 2018
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
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Pros: I like that I can have the majority of information of each client in one place for quick reference.

Cons: I don't like that the site goes down or has speed/connection issues more than satisfactory. I wish the up-time was closer to 99%

Great, Looks wise bit outdated and been few outages recently. Does the job well.

May 22, 2018
5/5
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: Feature rich. When we discuss how to edit our support flow the answer if teamsupport can do that is usually yes.

Cons: Lack of USEABLE mobile app. No native spell check (that I am aware of ). I would love to be able to physically move my tickets around like a board, have one corner for customer issues and other for internal, then rename parts of it dynamically e.g completed ticket but waiting on close from customer, then put them out the way. Would allow me to manage my day better

Overall: good customer professional relations. More personalised, better than just sending an email

Team Support has been an immensely helpful tool in my day-to-day work activities.

May 22, 2018
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 software, when used correctly by a team, is exceptionally useful in the development of knowledge bases. Being able to flag tickets for review and quickly locate them later makes creating training materials a cinch.

Cons: The learning curve for Team Support can be a little steep at times; there's so many functions, that some may go entirely unused because no one is sure how to properly use it, assuming folks are even aware of the function.

Team Support supplies a great customizable option for our ticketing needs.

May 22, 2018
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: The Co-worker Chat Features, ease of lookup and editing of posts, email and notification options as well as customizable fields.

Cons: the limitation on the number of open tabs. In some cases personnel has more "in process" items then the tab count seems to allow.

Overall: TeamSupport supplies a centralized database of all open and historical tickets across numerous versions and products.

Easy to use and functional

May 22, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Able to integrate API's to customize with outside apps. Being able to use the water cooler to discuss internally.

Cons: I dislike the login, Wish there was a shortcut. The phone version is not as diverse as the online web version.

A good tool for better communication within multiple teams.

May 15, 2018
4/5
Overall
5 / 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: Plug and play kind of software. It is very easy to operate. Even one can start using it without any special training. Very easy to install.

Cons: I didn't see any flaw in using the tool. Customer support of this tool should be improved. Rest of the things are good.

Team Support Software allows us to minimize the procedural complexity of customer support cycles thus achieving optimized client satisfaction levels.

May 11, 2018
5/5
Overall
4 / 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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Comments: We love to Team Support's software ability to allow our company to aggregate volumes of seemingly disparate customer and business case details into easily understood customer profiles which allow our company to focus on customer support and not software options and application. Team Support does require a financial commitment , for the Enterprise and Support desk options do provide equal value for the money. Another possible solution to understand the particular value to your company would, we suggest, to select the "demo" option where a prospective company can work closely with Team Support customer service to install and perform software service features before any financial commitment is made.

Pros: Real time customer alerts , the ability to perform and archive screen and video recordings , the ability to organize product tracking. The easily understood customer user interface is attractive. The cloud based software is consistently updated by their company which we like.

Cons: Some companies may think that the monthly charge for service and support options for Enterprise and for the Support Desk option are exorbitant. We believe given our recent experience that this is not the case. Our general comments offer a possible compromise to assess value before any finances are committed. Email integration could be improved as well.

great product for support

May 10, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This product is great for a business that deals with a lot of support calls, it has great reporting.

Cons: The only complaint or con i would say is that the price is a bit on the expensive side to add agents.

A great ticketing solution for small and large businesses alike

May 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: - Organizational capabilities
- You can customize and assign roles to specific users
- Ticket completion
- Employee ratings

Cons: - Pricing
- Lack of customer support
- No multiple logins for the same user/only one login at a time for each user

We use this in our company for support for stores.

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: The fact that it is easy to use. Many functions that are very useful.

Great features and not at all hard to get used to.

Cons: The pricing could be a bit less.

And it is a bit expensive to have multiple accounts in our company. And only one account can be logged in to one device.

Great for Internal and External Ticketing

Apr 24, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: - All users can comment on tickets using email or web portal - Timely email notifications - Easy knowledge-base management - Allows for visibility of tasks across teams and clients

Cons: - Steep learning curve as a user - High level of customization, administrators need to be apt and willing to put in the time - Would like the ability to tag people for CTAs

great to use

Apr 10, 2018
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: Easy Interface even for fresher who are new to industry of IT Helpdesk. Pricing is also considerable if we compare it to the services it gives.

Cons: Support from the company is very less if you have any issue with the software then you have to wait for it long time.

A great tool

Apr 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Just tries the trial version of the software and was really impressed. Would certainly upgrade it to the paid version.

Cons: I have used it for a limited period. didnt face any issues. I would update it in case in future i face any issues.

Very good software, we moved from an old HelpDesk system and this one is a huge improvement.

Apr 02, 2018
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: Communication with customers, this was key for us to get this and it delivered. Customers get instant updates on tickets and can update themselves.

Cons: Still haven't found a way to do mass communications, this would be very useful for us. Also reaching support is somewhat difficult, but not a big issue since the software is very intuitive.

Overall: Satisfaction from our customers, which is the most important thing. We now have a tool that is better for us AND has a direct impact on our customer base.

Great Support ticketing system with great Customer Service tools

Mar 30, 2018
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: I really like the reporting features and the CDI or Customer Distressed Index. It allow us to see which clients are the ones we need to focus on or are potentially at risk. The Knowledge Base on customer portal or hub are great ways to share information to end users.

Cons: Easier ways to enter canned responses. It would also be great to be able to control how the articles display in the Knowledge Base or the sort order.

Overall: The abilty to understand how your client are being affected by their tickets or support issues.

I have beem using Team Support since November. I love the majority of the functions and it is quite

Mar 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: The ability to delegate our tickets to other Staff Members. I also like the ability to use public actions to keep communicating with the individuals tagged in a ticket or that initiated the ticket.

Cons: The functionality of the Back Button is difficult to navigate. You must use the back button on team support, not the browser. The Back button on the browser takes some getting used to because it signs you out of the system.

Excellent

Mar 29, 2018
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: its User Friendly. The program works well within our requirements to be able to assist our customer in a timely manor

Cons: It is lacking Dashboard graph and reporting options. This is the only draw back I could come up with. For the most part The flow of the site fits for all of our daily uses and functions.

Love it

Mar 29, 2018
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: It's very easy and straightforward to use. There are tons of reports that I can put on my Dashboard that helps me track everything.

Cons: It can be a bit sluggish at times. Although that could be an issue on my end. Other than that I cannot think of a Con.

Now we have near 6000 tickets and TS is too slow

Mar 29, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: - Good user interface. Visually easy to understand.
- Easy to create the analisys report.
- Easy to manage the users

Cons: System is too slow often is freeze and having impact for our operation.
Also analisys function is too slow for some complecated reports/charts

Overall: We could build en email base support operation with our customers. This is a big mile stone.

I use Team Support daily and love the platform

Mar 29, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I can manipulate almost anything i need from Team Support for reporting. There are so many options that it has so that you can get the most out of your tickets

Cons: The search engine at the top could be a little better. Sort in order of a primary table then secondary. We search by customer, not ticket #. there are others ways to search. this is my main form of searching for issues

Overall: So easy to use from tracking everything for my customers to tracking mistakes and even using to produce time sheet reporting weekly for the support staff.

Overall our experience has been great.

Mar 29, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: Overall functionality is really good.
Strong feature set
Ease of use for the clients.
Ability to categorize.

Cons: The ability for us to customize certain things continues to be a challenge for us.
Ability to customize through CSS has limitations.

Top-notch customer support. Issues are addressed immediately and we are always kept up to date.

Mar 29, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use and presents a customer-facing GUI that meets our and our customer's needs, The ticket automation functionality allows us to extend the software as needed.

Cons: There is nothing bad to say in my experience. We have used this software for a number of years now and have never run into any issues that stopped us.

Using it every day. Would be good to have the possibility to authenticate using Google Idp.

Mar 29, 2018
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. All you need in a single place.
Can be used from anywhere. Easy to add customers and users. Easy to create reports out of it.

Cons: External Authentication with Google would be useful. Integration with Atlassian would also be useful.

Overall: Incident Management.

TeamSupport is all you need to efficiently organize your day to day.

Mar 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This software allows me to maintain a closer contact with my clients, in addition to managing all tasks efficiently. It has a very attractive interface, it is easy to use. You can track all the projects you have and thus provide a great experience to your customers.

Cons: What I did not really like was his free trial, it only lasts 14 days. I think it should be 30 days so that more people can have access to this great experience, and so be sure to buy the paid version.

Overall: 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.

Helps with client expectations

Mar 11, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: TeamSupport helps with the client expectations. It helps me reviewing any ticket assigned and help me manage the issue and resolve it within time.The ticketing management is great and have user friendly screens. Helps managing the tasks and the communication.

Excellent for keeping us on task and helping us provide superior customer service every day.

Mar 07, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: TeamSupport is excellent for keeping us responsible when working together, helping us provide superior customer service. It allows us to solve customer issues as quickly as possible while staying very usable and easy to use.

Cons: The navigation is simple and easy to use, but sometimes things seem lacking. G-mail integration is also somewhat delayed but has never failed and will always successfully submit the ticket. Otherwise we love TeamSupport

Customer tracking got manageable

Mar 02, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Customer tracking for their queries got manageable using teamSupport. It helps customers defining their issues via submitting the tickets.

Cons: The support care team helps customers replying tickets via the provided interface. Helps with updating the queries as needed.

TeamSupport helps our support team

Feb 28, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Our support team uses teamsupport with the clients. Clients can easily contact our support team for any issues. Ticketing system helps managing queries. Query management for the customers is quick using teamSupport. It has a great user experience and provides easy to use options.

Helped our customer support immensily

Feb 27, 2018
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: Improved our efficiency on the customer service sector of our organization. The dashboards are beautiful and make it very easy to use for everyday tasks. Highly recommend it!

Cons: Setup is a bit of an involved process because you need to map out your customer service goals. Take your time with it to get the most out of TeamSupport.

It is one the best customer support tool. We solve the issues that customer face by using this tool.

Feb 27, 2018
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
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Pros: It is very user friendly and can be customized easily. It is available in low cost. Email integration system is very effective here. It has a Dashboard which gives complete outline of customers status with us. It also provides the option to track the history. We can also find the Live chat option in the portal.

Cons: Iam satisfied with Teamsupport tool but the video quality where we record for customers view using Red button option is not good. I feel it should be of more quality.

Overall: Because of Teamsupport our customers problems are solved in very less time, this in turn helped us to grow very soon. Employee training cost is reduced as using this is very easy.

Good Help desk or customer support application

Feb 26, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Simple and easy execution. Covers all the standard help desk needs. Simple pricing structure. Well ticket Management.

Cons: Reports cannot be generated in all formats. Slow in loading. Customization issues. Less third-party integration.

Managing customers are easier using TeamSupport

Feb 18, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: TeamSupport let us manage customer expectations. It helps customers to write a ticket and helps our team to receive notifications for every new ticket raised. provide an easy to use panel to mange ticketing support.

Cons: Easy to use interface which helps us manage customers. The functionality works great and allow us to help customers.

Powerful Chat Server Integrated!

Feb 13, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Comments: Helpful ticketing system. Great experience using TeamSupport. Easy to use and well defined functionality within the software. Helps with customer tickets.

Pros: TeamSupport helps our customers to connect with us on the fly. It's easy to communicate over chat and communication can be done instantly. Have a great user experience which feels like Wow.

Ticketing system helps managing customer issues in realtime

Feb 11, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: TeamSupport provides an easy to use interface. The ticketing system is great and helps managing tickets well. We get notifications on time and can update the tickets according to the queries asked.

Cons: All features seem to be working well. However we are not using all of the features but mainly managing customer support which works great.

Tickets management helps understanding Issues and Priority

Jan 18, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Nice functionality and a great tool. Do not see any issues with this application yet. Helps managing expectations well.

Pros: TeamSupport has been a great tool to manage the maintenance ongoing tickets. It helps tracking the issue and resolve it by assigning to someone to work upon it. Helps to manage customer expectations in the realtime.

This product has met all of our needs as a customer support application. We love it!

Dec 26, 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: It gives us the opportunity to do so much - track calls, respond to emails, provide chat support, host a knowledge base, host a community forum, etc. It's literally everything I need to do in order to provide top-notch service to my customers. It's a one-stop shop. Everything is easy to use and works extremely well.

Cons: If there is a downside, it is that there is a lot of functionality. At times it can get overwhelming to figure out how to do everything. Granted, I don't want them to dumb down the product because all the functionality is valuable. But just realize that with the level of functionality, it does take a lot of training and setup to get it to run how you want it to.

Overall: It definitely helps us coordinate our customer service efforts. It's so easy keeping things straight and accessing records on customers, calls, emails, etc.

Very flexible and feature driven

Dec 21, 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: 8.0/10 Not
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Pros: The flexibility and ability to handle customer demand. Application has the ability to support product management and customer management that other help desk applications do not which is a big plus. TeamSupport has a very active and responsive support team which was very impressive many times.

Cons: The interface I wish was a little more eye pleasing and wish there was a few more custom features.

Overall: Got to view a complete help desk software

The road to perfection is a long one, and TeamSupport is on it's way.

Nov 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
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Comments: TeamSupport is outstanding for B2B Customer Service/Technical Support/Ticketing. That is their targeted market segment. TeamSupport is not intended for B2C. I do not endorse TeamSupport for B2C. But for B2B, it has rocked my world, I am very happy with the product, the team, and the company. The cost is very reasonable, and the value is excellent.

Pros: Excellent product, excellent team, excellent company. An exemplar in excellence in every dimension. Outstanding customer service. In it's own league vs. Zendesk, Freshdesk, Kayako, Zoho. Excellent design, onboarding process, and features.

Cons: There are bugs. It is not perfect. The documentation is good and needs improvement. Some features need to be updated.

Capterra-loader

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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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
Likelihood to Recommend: 10.0/10 Not
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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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Comments: There are some features, like the Knowledgebase that we haven't used yet and will need some time to explore.

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.

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.