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

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

Product Details

  • Starting Price
    $50.00/month/user
    See pricing details
  • Pricing Details
    Per month, per user with annual billing
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours

Vendor Details

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

About TeamSupport

TeamSupport is the only help desk software built for business to business. Simple pricing tiers include all the features you need in B2B: a robust customer database, omnichannel support, task management, SLA management, reporting & metrics, fully customizable, and more. It's not just a ticket system - it's a complete help desk suite that simplifies communication to provide exceptional customer service. TeamSupport scales with you and helps get the focus back on your customers where it belongs.


TeamSupport Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking

TeamSupport Reviews Recently Reviewed!


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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Extremely
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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.

TeamSupport for Customer Support

Oct 28, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Complete history tracking, quick training, ability to insert images, knowledge base templates

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

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

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

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

Oct 28, 2016
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Ability to customize ticket entry questions.
Ability to allow customers to directly enter tickets
Ability to allow for texting our cellphones for tickets that have not yet been assigned.
Ability to enter time on tickets, and retroactively enter/change time.
Ability to search on old issues and for our customers to see the issues.

Cons: Inability to tag a ticket with a "classification". (we charge different rates and minimum hours for different times of day/week/holiday) There isn't a good way to track that in the system and we are having to use the comment entry to work out offline ourselves.

My customers want 1 report entry (at the end of of the day), that shows them what the issue was, and the final resolution (only), and time/$ breakdown per time spent on the project. I do find it hard to externally work a report for that. We have had to generate a VB application to manipulate/merge and calculate everything based on the reports that I can get form the system in order to get what we actually need to share with our clients.

CDI should take into account tickets that are "Waiting on Client". (and remove them from the calculation) Currently, I have 2 tickets that are waiting on clients, but the CDI is "maxed out", because it has taken then more than 2 months to get their "act in order". That shouldn't frustrate them and drive the CDI up.

Why can my clients (outside their contract date enter a ticket, but I cannot enter a ticket for them?). Sometimes we need to "catch them up later".....

I need a way to track our active "on-call" resource and make it so that our ticket automation only alerts us the "on-call" resource (via text message) to those considered currently "on-call". Currently, we have to change that setup manually (pain).

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

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

RodsReview

Jul 05, 2016
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: -Its Cheap per seat,
-Its customization of fields

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

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

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

Oct 03, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Comments: Are you in the market for a ticketing system? How about a real ticketing system that is ready to go ¿ straight out of the box? If that isn't good enough, what if I said that there is such a system that you can also configure and customize to whichever extent that you need? You would think that the above options are wishful in the ¿grand design¿ of any ticketing system, but when it comes down to your company¿s needs, what are your options? Should those options be sacrificed between the many choices today? You may have spent countless of hours on research, laborious hours on building a system, under pressure for time, and over budget on costs. When you consider the economy today, there is a lot that can be said on saving yourself from such entanglements. For those of you familiar with the above scenario, in my world and in many times over, it is said that if you choose not to decide, you've still made a choice. On the flip side, let¿s just say if every one of your team members, co workers, and administrators could be satisfied with all of their needs without sacrifice, could this be the very system that you are looking to invest in? If you are looking for such a system, then look no further than TeamSupport. If it is a turnkey system with no frills and/or If you have just a little knowledge with html, implementing the support portal into your website is a snap. As a matter of fact, TeamSupport makes it extremely easy to setup your portal via i-Frame which is only one html tag. Can this get any easier? If you really want more advanced features for your portal in which your customers may find useful, Team Support offers both video and documentation support to get you there. For example, if you would really like your customers to click on a link within their email notification that could take them directly to their ticket, documentation, as well as programming scripts are also provided. Explanations on just how to implement these features within your i-Frame are also provided. That¿s not all either! If you are really in the market for a secure and powerful API that is XML based ¿ you got one! I could go on with pages and pages about the benefits, ideas, and most of all features about this API. You can access their API through .Net, PHP, JavaScript just to name a few out of the many other ways that in reality, ideas are as limitless as the universe. If you really enjoy working with these languages, your dream has just come true. Since working with TeamSupport over a two year period within in a very large company setting and watching the application grow from implementation to launch, I still continue to find new discoveries with this extremely powerful application. Of course, we cannot forget about the main course of the ticketing system itself too: Whether you have a large or small company, TeamSupport just might be what you are looking for. Your customers and clientele will also appreciate just how easy it is to submit a ticket right from your portal. You are also going to love just how easy it is to assign tickets to both individuals and groups too. Do you need specific tickets to be sent to one individual or a group? TeamSupport¿s got it! How about assigning a unique email address for a specific ticket that is assigned to a group or individual? ¿ TeamSupport¿s got it! It¿s all here, just waiting for you to utilize when needed. Got employees who wear several hats that need to see the same ticket? TeamSupport¿s got that too! Simply assign the same person to as many groups as you need so they too can see the same ticket. Again, the possibilities are endless and the ticket feature implementation is painless as well as intuitive. Overall, it is with no doubt that TeamSupport has truly outdone and thoroughly thought through of what a ticketing system should be for today's and tomorrows corporate demand. The option range, in which you have from a simple setup to a ¿dream¿ extreme customization with their powerful API, is unmatched. If this still does not pique your interest, then get ready. The price on this ¿packing¿ system is only pennies on the dollar per month. With all of these extreme features packed into this cloud application for such a low monthly cost, it should be illegal. If you are looking to implement a ticketing system as quickly as possible, then look no further as TeamSupport is a ¿Turnkey¿ run by itself system that only requires an email shared/drop box and a quick i-Frame reference in your website. From there, you are ready to setup customers, users and user groups that set the stage to assign tickets to however you need. When choosing a ticketing system, not only should the above features matter, but the support that is behind it is just as important. From my two year experience in working with Team Support, their application is backed by one of the best and outstanding support teams. No question is too small or great. They have always come back with an answer through their ticket support, or sometimes during the most precarious of situations in which you speak to someone as real as you and who have a great interest in your success. All together, Team Support rings through and true to its name. It is a powerful system that is backed, written by and supported by those who know what a ticketing system is and should be. Don¿t just rely on what I¿m saying here though. Team Support offers a two week free trial. Go ahead, give yourself a chance to review this ticketing system yourself to witness the power and control that you can have over this application. Remember, a system is only backed as far as the work that is put into the system itself. To top this off, you can tell immediately that those at Team Support have put a lot of effort and thought into this powerful and rich application while at the same time backing it up with their support. Without such commitment, support and quality, revolving doors to fruitless needs and costly decisions merely break the true workings, efforts, trust and reliability of what a turnkey and powerful ticketing system should be ¿ Team Support has made our decision easy and a worthwhile investment.

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

Nov 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The integration's available with our other vendors, the constant updating to improve the service with new features, and the humans themselves behind the service. Speaking to anyone or receiving any kind of an update email from the Team Support staff makes us pleased to be in this relationship - its good to know great people are behind a great product!

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

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

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

Capterra-loader

Team support makes us a more efficient with customer support.

Jul 10, 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: Team support makes it easy for my team to focus on the customers as against just focusing on tickets. With support tools ,we have tried in the past ; we were able to resolve customer tickets , but found it difficult resolving all of them at once.
Team support provides the customer care team with high level visibility , which enable our sales team to manage and resolve customer tickets at a company level as against resolving them at a ticket level.This eliminates duplicate efforts where we have multiple support agents helping out a single customer to resolve multiple tickets at same time.Thus ensuring we are able to resolve all customer issues at once, as against on a ticket by ticket basis.
Overall, Teamsupport has saved us time ,and made our customers happier.

Cons: It is not intuitive even though it is very effective. Also will like to see more information with new tickets opened by customers. For example ,will be helpful if agents can see from what geographical location the ticket was created from, or from what part of the website the ticket was created from.

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.

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
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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!

TeamSupport is better

Oct 28, 2016
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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Comments: TeamSupport has allowed the whole of Carters helpdesk to work efficiently and with organisation. The allocation of users to tickets, escalating tickets and categorizing tickets off to certain types of support has greatly helped the whole helpdesk work with much more speed and organisation, streamlining each ticket to heldpesk staff with surplus information and legacy information should they need it to help solve a ticket.

Pros: All aspects of TeamSupport are a pro, there is only one negative

Cons: The only negative to teamsupport is being unable to open in seperate tabs, and that the tabs for tickets/inventory items open in the same browser window. This can make it quite confusing if you're used to having a couple of tabs open at one time. But once you've gotten used to it it's fine. For example you can use one specific browser for team support and then use multiple tabs in a different browser.

Recommendations to other buyers: I would heavily recommend TeamSupport to any business with or without a current ticketing system. I have been in companies that don't have any, that just use a shared inbox and have had clients of the company come to me and tell me that since a ticketing system was introduced they have felt more comfortable and trusting to contact the IT team with issues. I have also worked in places that have different ticketing systems to TeamSupport - but have found TeamSupport to be the simplest and the most efficient fit for purpose client out there.

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.

Rock Solid Team and Ticketing System

Sep 04, 2013
5/5
Overall

Comments: From today¿s economy, to business start ups and financial planning, costs are always anticipated and when you are considering a support system to extend to your clientele and customer base, a ticketing system is no longer an option, it really is a need. The end result should always be reliability, access and support (RAS). Without any one of these elements, any support system is simply broken. For many, costs considered in investing to build and/or design your own ticketing system or to invest in one of the many ticketing systems that are out there can be a daunting task to investigate. When considering the above and with a view to such unforeseen needs, there are few that can offer a turnkey system such as Team Support. Not only does Team Support offer a great system to work with, but the support that is behind it is really one of the best. The Team Support application by itself is in a ¿ready to go out of the box¿ state along with a powerful API. After setting up a simple html iframe tag on your site and a shared email address with a simple copy and paste within their application, your ticketing system is ready to go. Team support leaves you with the directive on how you want to see your tickets assigned; whether to specific groups, individuals, and/or users and is one of the greatest ways to organizing tickets to team members within your organization. Whether you are looking to achieve something that is not easily understood, Team Support has always been reliable in supporting direction, help and guidance to customizing and implementing the type of support system that you wish to offer your client and customer base. Without a doubt, and by our 2 year experience, Team support has covered the Reliability, Access and Support elements while also being personable and who share a keen sense of our interest in seeing us achieve the goals that we've have set out for our personalized customer support system.

Pros: Easy to implement, Excellent API, Quick response to support and all around Great support group.

Cons: As always, there can be a learning curve with any system, but the support group at Team Support make it seamless.

Team Support Thoughts

Oct 28, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: ease of use, access

Cons: n/a

Overall: At TMT we began looking for a dedicated, web-based ticketing and support system in 3Q 2015. Up to that point our customer service process was largely managed through email and by spreadsheet. After reviewing roughly 8 systems we decided to go with TeamSupport for the following reasons:
1. Ease of use and minimum training requirements for CSRs
2. Ease of use for our customers
3. Seamless integration options into our web application
4. Configurability

Many of the other systems we looked at really addressed a subset of those areas well, though TeamSupport 'felt' like the best balance of all of them and certainly seemed to be the system our new CSRs picked up quickest when we involved them in the evaluation. To date, we have had no issues with uptime and we have been able to slowly and organically flow our customers' email / phone centric approach to contacting us into use of the TeamSupport system. Our customers can still use phone or email options to contact us, but TeamSupport has simplified the process of ticket creation and management as part of that contact method. Among the most significant early benefits for us is the knowledge capture (including ease of searching existing tickets) as well as ability to push documentation out to customers via the integrated Knowledge Base portal features. Very happy with our decision (close to 1 year later)

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
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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.

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
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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.

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
Likely
Extremely
Likely

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.

Solid and easy to use

Nov 15, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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

Cons: None that I have come across

Overall: I have used Team Support for a few years and it has served our support purposes very well. It is flexible enough to handle advanced ticket management features and simple to implement. Their support is very helpful and responsive to issues also. Very proactive when it comes to upgrade and possible outage/interruption notices. And they communicate cause and resolution openly. Overall nice interface, easy to use, flexible and expandible, a great value.

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

Excellent web-based ticketing & task management software. Amazing live support.

Mar 24, 2015
5/5
Overall

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

Pros: 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. 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.

Cons: Although the mobile version of the TeamSupport web app does seem to load well, there are limitations to it. For example, on my Android, I can pull the page up, login, and see all of our tickets, but for some reason I can't open up a ticket to see further details. it would be nice to see an actual mobile app integration. I'm sure it's only a matter of time before the developers release this.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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

Oct 04, 2013
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support

Comments: The pro's to this system is the collaboration it promotes, the many means of organizing and searching, the fact that it's web based (anywhere anytime), has beautiful integration with existing email, and a wealth of features and customization. The con's include the fact that staying in the loop sometimes means lots of notifications in your email, there's no Macro buttons for each user to quickly fill data fields, and you need a decent Internet connection (some hotel Internet makes TS challenging). TeamSupport has completely centralized everything we do about support, allowing the entire team to collaborate more quickly, and make it easier to track anything related to support and development. And, there are still untouched features that we can't wait to use! We only used email before TS and the growth of the company led to so many cc's and emails, it's got difficult to track; especially issues that take days/weeks to solve. TS puts one issue all in one place so the full history is always accessible and easy to read. They way they format it is awesome! We use the "Support Desk" edition because we haven't seen a need for product tracking. We developed it ourselves and it took about four months of periodic work to develop. If we had dedicated full-time work to developing it, I'd imagine we would have had it done in a week or two. The TS staff was a integral part of this process and they did a great job answering every single question we had. They still do answer every question!! The best part is the support team learned the system quickly and there were very few mistakes made due to misunderstanding the interface. I was impressed and how well TS made the GUI very intuitive. They've done a great job over at Teamsupport HQ and it's a wonderful system to use. We tested over 20 systems before settling on TS and it really was a no brainer that TS is the best!

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
Likely
Extremely
Likely

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

Teaming Up With Team Support

Oct 28, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

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

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

Recommendations to other buyers: n/a

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
Likely
Extremely
Likely

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

Cons: Layout out of the call logging page.

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

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

Vendor Response

by TeamSupport on March 29, 2017

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

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
Likely
Extremely
Likely

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

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

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

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

Nov 01, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Comments: Our company is customer service oriented and as we started to really grow, we kind of outgrew the traditional email and needed something to keep track of all the email requests coming in left and right. We needed a way to know who was handling what so we wouldn't have double work. We knew we needed a ticketing system and started with TeamSupport. We have been using the system for about two years. We started out with training from our representative; it was easy to understand, and we were able to start using it right way. The thing I like is we still have the same rep. and if we run into any questions, problems, issues or anything we need help on, he is only an email away. Our rep responds to us like clockwork every time and is always able to assist without any waiting. Our customers like the ticketing system because it automatically issues them a ticket number when they submit so if they need to reference anything, they can just give us the ticket number. The automation of the ticketing system also means we don't have to respond to every single email that comes in. They know it arrived with the automatic response; so it takes out time wasted on sending "received" or "thank you" emails. The only reason we need to respond to them is if there is further clarity or questions on their requests, and we do it within the team support software. Our managers like the system because is gives them a way to assign the tickets to whom they want and review tickets if they have not been addressed-ask questions internally if needed and hold people accountable without the "I thought somebody else was taking care of it". Overall, TeamSupport has been a great tool and has helped us get over the hump of small business growing pains to things flowing smoothly and happy customers.

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
Likely
Extremely
Likely

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.

Team Support-Internal Management for an External Benefit

Oct 28, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Ease of access
Customer Service
Ticket automation system

Cons: Report function is complex.

Overall: My company Aegis Energy Services was on the hunt for a software that would allow us to track and manage requests and support through multiple departments. Our search took us to Team Support where we were instantly met with a high level of customer service from our rep. His patience and knowledge guided us through the process and eventually led us to settle on Team Support for our needs.

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

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

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

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

Easy, Flexible Support Software

Oct 28, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Easy of use and flexibility of configuration

Cons: Occasionally run into minor issues with reports.

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

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

Innovative Ticket Management Software

Jul 08, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

Cons: Sometimes the connection can be a little pokey.

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

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

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
Likely
Extremely
Likely

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.

Simple for employees and customers alike

Dec 07, 2009
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: We chose TeamSupport not only for the features and convenience, but the easy to navigate, simple to understand, and quick to learn interface. Adding, updating, and closing tickets is intuitive and uncomplicated. It's much easy to work together, recycling information from ticket to wiki entry.
Customers have the option of self-service, decreasing the time to find the right solution. Customers appreciate the user-friendly portal which shows exactly what they need.
TeamSupport enables a smooth workflow so everyone gets things done faster and with fewer complications. We're able to understand and communicate better with our customers thanks to the 360-degree view of our customer base.

Cons: There are always complications to working on the web. Obviously, if your Internet connection is unreliable, you will have problems using software-as-a-service to some degree or other.

Overall: There is nothing like TeamSupport with all the features and capabilities--as well as the free tech support--available for a reasonable price to smaller companies. And when you compare to more expensive, off-line systems, you find that TeamSupport still offers greater flexibility and a superior interface.
Since switching to TeamSupport, our customers have more respect for our business and faith in our customer service. Their confidence in our products means increased word-of-mouth advertising and quality reviews. Moreover, happy customers come back for later versions, new products, and expanded services.

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
Likely

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

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

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

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.

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

Improved efficiency and reliability

Jul 06, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

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

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

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.

Supporting TeamSupport

May 30, 2014
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I love that TeamSupport offers our company a way to communicate instantly about relevant issues, problems, praise, discrepancies, etc. not only with the customers themselves, but amongst our own support team as well. We're all on the ball and informed because we're emailed anytime a change has been made or new tickets have been submitted. We know who is handling what and when, and problems are no longer overlooked or handled by multiple support reps, as these were issues before implementing TeamSupport. My favorite attribute, which may be insignificant for some but has been a huge help for me, is that this platform keeps an updated list of our customers' information (name, email, phone, employer, etc.) in case I ever get an email or phone call where this data isn't disclosed. I continuously get phone calls/emails where customers assume I will remember who they are and leave limited information, but TeamSupport helps me find out who these users are, the company they work for, and the best ways to contact them.

Cons: I don't have any complaints.

Recommendations to other buyers: Give it a try! I have barely scratched the surface of what this product offers and am learning about new features all the time. Their support team is also great and offers a detailed, comprehensive walk through.

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
Likely

Pros: Ease of you use.
Up time

Cons: Customer support could use some improvement

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

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

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

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.

Team Support Features & Functionality

Oct 28, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Features
SLAs
E-mail Notificiation

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

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

Recommendations to other buyers: Don't hit back.

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.

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.

Intuitive, Comprehensive, Expansive Help Desk Solution

Feb 20, 2015
4/5
Overall

Comments: We are very pleased to have found TeamSupport and it has significantly improved both our processes and workflows. By using it, we are solving documentation, communication and accessibility needs. The product very much meets our expectations and it is great to see the group at TeamSupport consistently offer their customers a means to make suggestions for improvement and new features where we get feedback in a transparent manner.

Pros: Good, intuitive workflow and interface; ability to embed videos and screen recordings along with images; typically fast and efficient product; customizable in many ways, including reporting. I love how easy it is to train new hires on TeamSupport because it comes so naturally in how it is designed. I also find that the resources which TeamSupport makes available to understand and fully utilize every aspect of their product very well written and simple to follow.

Cons: Building reports can take some time to get the hang of, with little tweaks being made to try to perfect the report. Periodically we have to clear our browsing history and login/logout to remedy some performance issues; on the plus side, TeamSupport staff are usually very quick to alert us via email to say that they are working to correct the problems. The integrated customer support portal is useful but could use enhancements

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.

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.

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.

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.

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

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.

Great B2B Support system

Oct 28, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and to learn.
Flexible to fit our needs.

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

Overall: After using an other B2B support software that had yes a lot of features, but was taking us more time to create and close the tickets then resolving the problem, we looked around at all B2B support software.
We did choose TeamSupport after testing and evaluate more than 10 systems, we decided to go with TeamSupport after some hesitation as it was a quite young product, however, this is the best move we did as they are proactive to add features and have a great support team.
Our users loves it, they can do their work faster than ever. My manager love it also, as the reporting give her the ability to measure and bring the KPI that I require.

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

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.

Team Support - Connects our entire team

Jul 09, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This help desk software is easy set-up with minimal IT interface. It has improved ticket visibility for both clients and contact center agents allowing faster and more proactive resolutions by our contact center team. Team Support has also streamlined our case resolution processes and has gotten us away from using email internally. It is very user friendly and does not take long to become very confident using this software. Minimal training time involved.

Cons: The reporting features can be challenging. It can be overwhelming with all the different functions / features offered. Its hard to pull the report data in a timely manner and you cannot create reports in PDF Format.

Overall: This software streamlined the interactions with our clients tremendously eliminating numerous email messages that we relied on the past.

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

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
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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

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.

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

TeamSupport Review

Oct 28, 2016
2/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Ease of use

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

Overall: We were part of the TeamSupport crash earlier this year where we lost two full days of billing for all 10 of our workers. It was financially difficult and our feelings really changes on the product after that. We really like how intuitive the product is but it falls short for our computer support industry in terms of not integrating with our Office 365 and Quickbooks systems.

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

Very effective software

Mar 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

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.

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.

TeamSupport Upcoming Wonderful Product

May 30, 2014
4/5
Overall
4.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: I like how we have made suggestion on improvement and the TeamSupport team has listened! I love the new changes they have made to the customer page and reports. I like having the customer tab at the top and being able to move tickets and columns and columns around. They continue to make improvements and changes, and I feel they really want to build a product for what their customers are wanting and looking for.

Cons: I would like to see the knowledge base changed a little bit to make it more of a 'Solution' location for issues. I work in a support department, and when we find a solution, we like to have an easy knowledge base to be able to story that information. So I would like to see something very simple, like an area to add your error message and the fix, with a place to add screenshots or files that are used to replace existing ones.

Recommendations to other buyers: We moved from Salesforce, and I wasn't looking forward to the change. We have been on TS for about two years now, and there are just a couple things that I like SF better. 1. On the Customer page. I would like to make it like a tab that is set as a main tab at the top and then be able to open case tabs as secondary tabs below the main customer tab. 2. Knowledge base ~ refer back to my least like about product and thoughts.

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.

A valued asset that we use on a daily basis.

Nov 29, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use

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

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

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

Very good software for the cost

Nov 15, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The cost is great and the navigation is simple

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

Overall: I've been able to streamline support experience and keep better records to keep things in order so I can better serve customers without missing any issues. A very fast loading and low clutter site at a very reasonable price. Very easy for customers to contact me or me to type in customer contacts so issues can get resolved.

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

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

An Excellent tool for issue communication and management

Sep 19, 2013
5/5
Overall

Comments: We've tried a few issue/bug/feature entry & tracking tools over a decade or so at our small ISV. This is by far the "best" we've used and one of the best I've been exposed to across my years of software development. Think we've been using Team Support for 5+ years now and its nicely met the needs of all those that use it (our support, development, Q/A - Validation personnel and our customers). It has the necessary features such that its become the single/central tool to meet the needs of all these actors, no small feat. The Team Support team has been quite responsive to our requests, implementing features to meet some of our unique requirements. The portal is designed such that its easy to use for less sophisticated users yet advanced enough for the techies. If you are looking for a tool in this space I believe Team Support belongs on your short list.

Pros: * Powerful issue query & response * Options for customer visibility of info, sorting, priority, etc. * Many attachment types, embedded screenshot, video capture & store * Great cross browser compatibility * Excellent uptime record

Cons: No important ones come to mind. * More options for parent/child ticket/issue association control. * Color coding of cells in ticket row display (e.g. cell background color based on Priority, your ownership, age, volume of posts to ticket).

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
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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 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.

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.

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.

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.

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.

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.

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.

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

Top 10 Things I like about Team Support

Sep 16, 2013
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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

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

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.

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

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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.

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.

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.

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

Nov 01, 2013
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support

Comments: As the Manager of the Client Service department for a software company I needed to find a solution for tracking all of our client requests. Prior to moving to TeamSupport, we were just using a shared email inbox and then copying information into an Access database. This was very time consuming, difficult to search and didn't provide us with any metrics. As our team was growing, we needed a better solution. We evaluated a number of software solutions, and TeamSupport was by far our favorite solution. The layout is easy to use especially if you are used to working in Outlook. We purchased TeamSupport in January 2012 and have had a great experience using the software since. The implementation went smoothly and TeamSupport's Support Department was able to assist us quickly with any of our questions. The implementation of the software has improved our throughput and allowed us additional flexibility in having Support Representatives work remotely which has been very important as we continue to expand our team. The responsiveness to both support and feature requests has been great. They have a link to their chat feature right in the software which is perfect for a quick question. They run online session to show their new feature which have been very helpful in continuing to move our use of the software forward. Thank you for all the help Team Support and I can't wait to see what feature come next!

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

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.

Worked great for us.

Jan 18, 2010
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: TeamSupport worked with us to create numerous custom fields and import all of our existing product and customer data. System enables our remote users in other countries to see and work with the same data as our inhouse support team without any special software - just an internet connection. Assigning tickets to products and versions allows for easy reporting to see trends that we couldn't track before.

Cons: Web based means response time is not what users were used to and although there are features and areas of the software we are not using we cannot remove them. This was our first experience with a SaaS system so it took some time to get used to this. Reporting system more difficult to get data out of when users were used to building their own queries in Access for example, but getting better with every enhancement.

Overall: Recommended for anyone with support teams that are spread over a geographic area needing to share info with live updates. We didn't need to worry about remote access to our servers and the security headaches that go along with it. Now technicians can service our customers no matter where they are and what time of day it is, and the management team can get updates whenever required with a few mouse clicks.

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.

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)

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.

TeamSupport is a great tool!

Mar 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Excellent Tool For Enterprise Support

Oct 28, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to Use. Great Features. SLA Management.

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

Oct 02, 2013
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support

Comments: We are a highly client oriented company with hundreds of client communications taking place each day. TeamSupport is our first experience using a cloud based solution for something we interact with so frequently, and to be honest, we have all been very pleased with the speed quality we previously had concerns about. We rolled out TeamSupport in Q2 of 2013, and it required minimal training for the most part. It was definitely easier for users who had not been using our previous CRM to pick it up just because it was so different. However, you have to keep in mind we had our reasons to migrate away from our old system, so the differences were not necessarily bad. I would say the best feature of TeamSupport is the level of customer support they offer. When asking a question about a feature, they provide any possible steps that can be taken to identify the needed data. If there are none, they submit it for internal review for the possibility of adding it in the future. It's not just about how customer service is handled, but how they chose to react with the information being provided, good or bad. As I have only been using TeamSupport for several months, I cannot say I've explored all of the features and benefits this system offers. I have no doubts this will be our primary CRM for many years to come, and I cannot wait to see what new features are added over time.

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