# TeamSupport Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is TeamSupport the right Help Desk solution for you? Explore 848 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/87908/TeamSupport/reviews --- TeamSupport 4.5 (848) [View alternatives](https://www.capterra.com/p/87908/TeamSupport/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of TeamSupport Ease of use 4.4 Customer Service 4.5 ## Pros and Cons in Reviews SL Stefan L Sales ManagerPackage/Freight Delivery, 11 - 50 employeesUsed the software for: Less than 6 months. “I appreciated how it unified all our support tickets – emails, chats, calls – into one system, which meant we were no longer juggling multiple inboxes and forgetting client-issues.“ November 11, 2025 SL Stefan L Sales ManagerPackage/Freight Delivery, 11 - 50 employeesUsed the software for: Less than 6 months. “Some users say the search or loading times lag or require workarounds.“ November 11, 2025 FG Fabrizio G Design LeadArchitecture & Planning, 51 - 200 employeesUsed the software for: 1-2 years. “Live chat and Sms massaging through this tool is amazing and very helpful project workflow management solution and documentation ability is effective.“ October 19, 2025 Christian P Human Resources ManagerHealth, Wellness and Fitness, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “I recognize the value in TeamSupport, however I've run into a few issues with it. When we need to respond quickly to a client's request, it's frustrating when the UI is slow and unresponsive.“ August 2, 2023 SM Steven M system techniqueManagement Consulting, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “It streamlines each process with each client in a simpler way, providing very optimal attention and making clients happy with the prompt response.“ December 5, 2024 Kelly B Design Engineering ManagerComputer Software, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “It's annoying when the user interface is sluggish and unresponsive when we need to reply fast to a client's request.“ October 10, 2023 EH Elizabeth H SENIOR PRODUCT MANAGERRetail, 51 - 200 employeesUsed the software for: 1-2 years. “i love it because you can work from home and have full support at home with team support. “ December 12, 2025 AH Angela H Junior Systems AdministratorInformation Technology and Services, 11 - 50 employeesUsed the software for: Less than 6 months. “The search feature sometimes performs poorly; especially when looking up tickets issued for past events.“ October 12, 2022 ## Showing most helpful reviews Showing 1-25 of 848 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Saskia M. Senior Director Sales Marketing Restaurants Used the software for: 1-2 years ### "In a word, "TeamSupport rocks!"" July 31, 2023 5.0 Through TeamSupport's email-based ticketing system, we're able to maintain open lines of communication with our clientele and quickly resolve any issues that may arise; the software's thorough and efficient ticket templates mean we don't have to ask our customers for unnecessary details; and its straightforward configuration makes it a great help desk. Pros TeamSupport's strongest feature is undoubtedly its ability to supply users with options that are easy to install and maintain. It's also so easy that anyone who wants to can pick it up and run with it in only two days. This program is an improvement over the Reading Desk and its ilk since it allows for individualized setup based on the user's specific requirements. Cons It would be helpful if TeamSupport worked with other cloud services like Google Apps and Office 365. TeamSupport's sluggish functioning and page load times are the service's biggest flaws in my opinion. It would be really helpful to have one-click shortcuts for commonly performed activities like moving or closing tickets. Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Any business would benefit from it because to the high levels of customer satisfaction it produces and the simplicity with which tickets can be organized, freeing up resources that can be put to better use in other areas that also contribute favorably to optimizing outcomes. Review Source MU Maria U. Customer Support Manager Management Consulting Used the software for: 1-2 years ### "A Great Help Desk Solution For Business " December 16, 2024 5.0 Pros I like the ease of communication and offering support with TeamSupport. The software is well equipped and I like the help desk support capabilities. It is awesomely affordable. Cons Well, I have used TeamSupport and no bad experience. Switched from [HaloPSA](https://www.capterra.com/p/20971/HaloPSA/)[Kustomer](https://www.capterra.com/p/158128/Kustomer/)[osTicket](https://www.capterra.com/p/125118/osTicket/) Besides the amazing features TeamSupport offers, it is also cost effective and therefore ideal for business. Review Source AV Andrew V. President Business Supplies and Equipment Used the software for: 2+ years ### "Do Not Use - After merger, support decreased and prices increased" November 10, 2023 1.0 We were a very happy SnapEngage client. As they tried to connect SnapEngage to TeamSupport, our support ironically declined. They do not pick up the phone and take days to respond back via email. In fact, many of the phone extensions on their emails do not work. Pros The live chat function worked fine and has good intuitive tools Cons They do not communicate timely and their business practices are awful. They raised our rates without notice and then did not allow us to get out of our contract. Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) We were not using many of the functions of Kayako and the pricing got too high. Review Source Christian P. Human Resources Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "I really like TeamSupport's ticket redirection features" August 2, 2023 4.0 Having everything in one place makes it much easier to manage and sort through requests for assistance. Because of the program's compatibility with our other tools, our staff is able to maximize its efficiency when using it. Pros Our favorite part about using TeamSupport is how it streamlines our communication with customers. By consolidating our customer service efforts, we can better meet the demands of our clients. The software's compatibility with our other resources also makes it easy to centralize the management of customer tickets, tasks, and interactions. Cons I recognize the value in TeamSupport, however I've run into a few issues with it. When we need to respond quickly to a client's request, it's frustrating when the UI is slow and unresponsive. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) By allowing me to more efficiently manage tickets and keep track of client relationships, TeamSupport has improved my ability to give excellent customer care. This software helped me organize and prioritize tickets, as well as collaborate in real time with colleagues and clients. Review Source BA Balasubramani A. Technical Support Specialist Banking Used the software for: 6-12 months ### "Inventory Management" January 14, 2020 4.0 I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis. I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers. Overall we like Team Support as it meets our current requirements and expectations . Pros I primarily use Team Support for Inventory Management. I like that I am able to search a terminal based on the serial number alone. It is helpful to leave a note for each terminal, I use the notes to indicate the current status of a terminal, whether it is ready to be loaned out or if it already been loaned etc. Team Support has a provision to assign an inventory item to a Customer. I find that very helpful. I like the feature where I am able to schedule the reports to be emailed to more than one email address. These reports need to be sent at particular time and day without fail. Auto scheduling the email report saves me a lot of time and complications. I also like the fact that Team Support is compatible for API Integration. We are looking to develop a centralised platform in our firm and want to be able to fetch info from Team Support for Data Analysis. This is in our pipeline and we are looking to implement this sometime in the future. In the past the upper management used to shoot us emails enquiring about the particular issue. It takes up our time to email the management back with the status of that issue. Now the upper management simply logs into team support to view and oversee the status of a ticket/issue Cons However, the frustrating part of Team Support is the reporting section. When I open up the inventory report, it displays a list of all the terminals I have added to the inventory and when I want to get more information on a particular terminal, I notice that I cannot click on the terminal to navigate to that terminals page. Not only that, I cannot copy the serial number of the terminal from the inventory report. This applies to pretty much all the reports. All reports are in read only format. I humbly request Team Support to make the items on the report as clickable and actionable in the future. Alternatives considered [Metronome Growth Systems](https://www.capterra.com/p/183340/Metronome-Growth-Systems/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing TeamSupport Our admin staff is not technically savvy. Only our admin staff will be using Team Support on a regular basis. Our admin staff mentioned that other products were too technical and difficult to follow in terms of operation and usage. The staff found Team Support very easy to follow and use it. Also we wanted something simple for basic record keeping to start with. Review Source TR Tyler R. QA Manager Information Technology and Services Used the software for: 2+ years ### "Intuitive, Useful Software Company-wide" March 24, 2021 4.0 Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong as a useful solution for us whose advantages outweigh its detractors. Pros I like the largely intuitive interface and functionality. Creating actions (public/private) are extremely easy as is pasting in-line images, adding attachments and customizing ticket types. Once saved, the formatting of actions are ideal and translate to what the user entered. Not all other ticketing software handles it this well. Cons Performance/stability has certainly improved over the years and has become more reliable. Despite that, there are the odd instances of slowness or degraded performance. The reporting could be more robust and easier. The ability to create more than one new (unsaved) ticket simultaneously would be very helpful. Switched from [Claris FileMaker](https://www.capterra.com/p/162784/FileMaker/) Because there was nowhere near the robust feature set that could be built out of FileMaker. Review Source Response from TeamSupport March 26, 2021 Hi Tyler, Thanks for writing to let us know your thoughts about TeamSupport. While we were really glad to hear that you've generally had a good experience so far, it looks like we fell short in one area, and that's not okay. I want you to know that I've spoken to our Director of Customer Success about this, and we're going to make sure this isn't an issue moving forward. We're always improving our platform and will also make our development team aware to factor into future updates and enhancements. We'll look forward to talking directly to learn more and I promise we'll find a solution to your issue. DN Deepak N. Product Support Representative III Information Technology and Services Used the software for: 1-2 years ### "TeamSupport - One solution to the problem " May 14, 2021 5.0 Overall its expressive and much useful portal for organization and the customer Pros Yes, its easy to use and options are crystal clear. Easy platform to communicate with the customer via email and more collaborative to add different teams/leaderships/sale etc Cons Sometime TS taking much time to load the reports . When we refresh reports then the alignment of rows in the report gets blend sometimes and then unable to read. needs to refresh again Switched from [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) The interface and more user friendly features. Review Source Response from TeamSupport May 20, 2021 Thanks for sending good vibes our way! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides. We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year. DL Deb L. SAP Analyst Consumer Goods Used the software for: 6-12 months ### "Great Solution" May 14, 2019 5.0 We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for network and hardware setup type needs, but our users are now trained to simply use our internal Team Support service desk for all things IT related. We triage and forward to our 3rd party IT provider, as needed, but most things we are able to self serve from our internal IT team. Our users know that we are responding and feel like their IT needs are being serviced much quicker and more accurately the first time. Pros Setting up Team Support for our use was generally painless. We knew that we needed a cloud-based solution that offered "out of the box" functionality that could grow as our needs changed. We applied the KISS concepts and have tweaked as needed. Tweaking and customization is not complex; it's very straight forward plus we were provided with great coaching along the way. We also love using the Portal and Wiki, and often refer our users to both. And our users have adopted very well for the most part. Cons It works. Like anything I wish for a couple of minor things. It would be nice if I didn't have to refresh at times to cause a "read" ticket to no longer show as "unread", but eh, that's no big deal in the grand scheme of things. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing TeamSupport Better overall functionality for the price point and user friendliness for us, as agents, plus better user experience for our "customers" via the portal and Wiki functionality. Review Source NS Nate S. Director, Sales & Marketing Transportation/Trucking/Railroad Used the software for: 2+ years ### "TeamSupport Admin" October 17, 2019 5.0 I've used TeamSupport for 4+ years across two companies. Once at a software development company and now at a logistics solutions provider. I am no longer a daily user, however I helped research solutions and implement the tool. Pros Team Support's reporting capabilities are my favorite feature of the software. We are able to extract all metrics and KPIs needed to run an efficient customer care department. Cons Very long tickets can be difficult to navigate. I'd like to see a feature where you can collapse emails/actions by date to easily see a high level view a tickets history by date. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) No reporting capability in Zendesk. Difficult workflow. Review Source Jessica B. SALES SUPPORT SPECIALIST Consumer Goods Used the software for: Less than 6 months ### "Livechat works great!" November 20, 2023 5.0 Pros I have tried other versions of livechat software, but I do think I like this one the best. The Interface is easier to use than most. Cons I dont really have any cons. It always works and is reliable. Switched from [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/) Mostly just due to cost. Contract was up, and we wanted to see what other options there were. Review Source AT Amanda T. Ceo Real Estate Used the software for: Less than 6 months ### "TeamSupport for the win!" May 8, 2025 5.0 Wonderful experience And extremely satisfied with my decision to use team support Pros This application Was extremely Navigate and utilize. Definitely a good decision to use team support Cons I couldn't find anything.I did not like about this application Review Source LM Lane M. Director, Client Services Information Technology and Services Used the software for: 2+ years ### "The best solution for our business" August 28, 2020 4.0 This has been good - it was a little rocky when I was first implementing TeamSupport for another business unit in 2016-ish, where I felt we were discovering/finding things that our assigned implementer didn't know about, but working with support and with other contacts has been great! Pros TeamSupport is a flexible and adaptable CRM solution. I have implemented it within Harris in one business unit, as well as managed/administered it within another. It is able to be customized to fit our process, and the online support portal (Customer Hub) for our clients' access is easy to use and intuitive, and can also be branded for our company (logo, color scheme, etc.). Cons There are a couple things, concerning reporting, that I think could be improved: 1. You can only include two tables for reporting (i.e. Customers and Addresses, or Customers and Contacts, but not Customers, Contacts and Addresses). This limits our ability to pull some of the reports we need without exporting to Excel and then manually pulling things together, or using another third-party business intelligence platform 2. Our support department is very diligent about metrics (Response times, resolution times, ticket volumes, average closed per day, etc.). I've built a solution for this within Excel, where I export a handful of reports from TeamSupport on a daily/weekly basis, and then paste in to my Excel workbook, but it would be nice to be able to see these types of metrics within TeamSupport directly, in the form of graphs, charts, etc. Reason for choosing TeamSupport Mainly cost and functionality - TeamSupport was the best "bang" for our buck. Review Source KC Keith C. Used the software for: ### "" October 3, 2013 5.0 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. Review Source LG LAURA G. VP of Account Management Human Resources Used the software for: 1-2 years ### "Team Support Review" May 5, 2021 5.0 My experience with TeamSupport has been very good. The online support help is very responsive. Our Admin is extremely knowledgeable on TeamSupport as well which is helpful. Pros When we implemented Team Support, we did not have a CRM system prior, so it was a little tricky at first knowing how we wanted the ticket workflow to occur. After setting up a few ticket types and understanding the logic with the setup, it was smooth sailing setting up different type tickets for product inquiries to escalations to goodwill calls to managing COVID type activities for our clients, etc. At a moment's glance I can tell what is outstanding and what may need immediate attention. Cons The reporting can be challenging. We use Activities and Tasks a lot. To be able to include fields across the board in any report would be extremely helpful. Your limited with how you can report on tasks. Clients have shared they feel sometimes the layout of the emails they get are busy looking. TeamSupport recently made changes to improve this. We will be rolling this out soon. Clients seem to like the Ticket Hub feature quite a bit. Review Source Response from TeamSupport May 20, 2021 Thanks for the great review! I will pass on your feedback to the TeamSupport development team. We put a lot of work into that, and we're glad to hear it's serving its purpose and helping you out. If you have any questions feel free to reach out to success@teamsupport.com directly. Thanks again! Thank you for taking the time to review TeamSupport. Glad to see you're enjoying the platform, particularly the ease of use. We're here to help if any questions arise or you'd like to inquire about additional features. Did you know we have a monthly webinar on the fourth Wednesday of the month exclusively for our clients? Join us to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university JW Jeff W. Owner Information Technology and Services Used the software for: 2+ years ### "Great for MSP's! Constantly improving their platform. Excellent customer service! " November 29, 2016 5.0 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. 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. Review Source VKS Vinodh Kumar S. Administrator Information Technology and Services Used the software for: 1-2 years ### "Amazing tools with worth for small organizations." March 9, 2023 5.0 Pros Ticket collision and even calendar, Customer Self-Service, Ticket Deflection Cons Ticket Automation & Routing Rules,Collaboration Features Within Tickets Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) For more options Review Source SG Stacy G. Business and Quality Assurance Analyst Computer Software Used the software for: 2+ years ### "Team Support Review" September 27, 2020 3.0 We use TeamSupport everyday for managing our customer support tickets. Pros The TeamSupport interface is not bad and the search has recently been improved in order to find things faster. Cons The configuration and setup is very non-intuitive and confusing. Also, it seems like they often have issues with the software spinning or not refreshing the data correctly (i.e. missing part of the ticket info). Another issue we ran into is that if a ticket is submitted that happens to have the same subject line as another ticket, it will add it to that ticket which can be very bad in HIPAA sensitive situations. Review Source Response from TeamSupport October 5, 2020 Hello Stacy, We really appreciate you taking time to post your comments. The TeamSupport platform is designed to be straightforward and simple to use, making your life easier! We're sorry to hear that has not been your experience. Please give us the opportunity to learn more about your specific issues. I will have a member of our Customer Success team reach out to you directly. We look forward to finding a solution. Thank you, Niki Finegan BB Bill B. Manager of Client Services Utilities Used the software for: 1-2 years ### "We love Team Support!" September 1, 2020 4.0 It is a critical part of our daily work and we trust it :) Pros The TS CRM is top-notch, we use it daily, all day long. The reporting, workflow, and interaction are crucial to our business (Software company) Your support team is rapid in responding and knowledgeable. Cons I'd love to see more in-depth documentation on reporting. I often find documentation that gets me started, but stops short of detailed examples of "how" to achieve what I need in a report. We occasionally see glitches when it comes to notice emails when clients sign in and update their tickets. It is sporadic, but in the last three months, our employees have reported not receiving a notice when a ticket they are assigned gets an update from the client. Review Source JV Johann V. Business Analyst Information Technology and Services Used the software for: 2+ years ### "This is the most advanced ticketing system out there." September 17, 2020 5.0 I'm glad that we switched to TeamSupport as it is easy to use and a better way of creating and reviewing tickets. Pros The feature that I like most about TeamSupport is the customer portal where customers can chat directly with an agent and get answers from the knowledge base. This has dramatically improved our customer satisfaction and response times. Cons We've experienced some minor hiccups with accessibility but it was resolved quickly and we were provided with status reports. Review Source Response from TeamSupport October 22, 2020 Thank you so much Johann for the good vibes you just sent our way! We try really hard to provide a platform that is intuitive and responsive along with dedicated customer support, and we're happy to hear that it's all working great for you. Reach out any time with questions. And be sure to check out our monthly webinar series exclusively for our clientsTeamSupport University (TSU for short!). It is hosted by our subject matter experts who give tips and tricks about using our platform. You may also contact us with specific questions at success@teamsupport.com. Sandi O. Client Support / Technical Writer Computer Software Used the software for: 2+ years ### "Streamlined our Support and Improved Customer Experience" March 20, 2017 4.0 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! Pros visibility allowing for collaboration, reporting, multi channel support offerings Cons Formatting within tickets could use some improvement. Review Source Jeff W. Information Technology and Services Used the software for: ### "Excellent web-based ticketing & task management software. Amazing live support." March 24, 2015 5.0 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. Review Source BR Brad R. Customer Advisor Computer Software Used the software for: 2+ years ### "TeamSupport is great!" March 2, 2021 5.0 My experience has been great Pros I like how user friendly the software is. I also like how it records time spent on tickets/calls. Cons It would be nice to see coworker's open tickets. My group is very tightly knit and often we help each other on tickets. If I could search my coworker's name and then view his open tickets, it would make finding the ticket he needs help on a lot easier. Review Source Response from TeamSupport March 11, 2021 Hey Brad, Thanks so much for taking the time to write this review. We're thrilled to hear that you appreciated how user friendly the software is. Here at TeamSupport, we try very hard to make sure these good experiences are the normal! We were concerned to hear that we had a misstep. This is surely not what we'd like to hold ourselves to when it comes to the quality of our service. I'm going to reach out to our Director of Customer Success to share your feedback and see what we can do to fix it. You can expect to hear from us soon to get more details. Thanks again for sharing your feedback. HF Heidi F. Director of Software Development Computer Software Used the software for: 1-2 years ### "Good Support Ticketing System" September 20, 2019 3.0 We use TeamSupport for all our Support tickets and as an interface with the Development team via JIRA. Overall it works well for us and has given us the ability to track and monitor issues based on each Customer. We're able to pull metrics from TeamSupport, which has been very helpful in seeing trends and tracking support hours. Pros TeamSupport is easy to use and configure. I like that we can put in customer information, contacts and easily find existing tickets. The SLA notifications work well and I like the SLA reporting. It's easy to put multiple customers on a ticket and all of them get the email correspondence. The reporting is robust and allows us to report on just about anything we need. Cons We've had customers who don't like the format of the email. It's too "clunky". It works, but it would be nice if it had a cleaner look. The integration with JIRA is problematic. First off, the 15 minute updates do not work well for us. We need to be able to change it to a 3-5 minute delay. There is no plan on TeamSupport's pipeline to change this and it causes a lot of issues. In addition, there are times when the data does not come over from JIRA or viceversa. The integration really needs an overhaul. Review Source DC Deborah C. Parish Reporting & Support Manager Non-Profit Organization Management Used the software for: 1-2 years ### "Great Product and Great Customer Service" February 10, 2021 4.0 Team Support has been nothing less then great. They are always willing to help and provide more training. Every time that we have reached out for support due to issues they are quickly addressed and resolved. We are grateful for all their support and help! Pros The produce is extremely easy to use once you are aware where everything is located. I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to. The system even closes tickets if not replied to after a certain amount of time. Cons The reports are a bit difficult to learn. It may be that I have not set time aside to learn the ins and outs of the reports. But, on the plus side the agent has been extremely helpful in guiding us to create or creating reports that help us; therefore, we do not lose out on what we need. Review Source Response from TeamSupport February 18, 2021 Thanks Deborah for sending good vibes our way! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides. We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year. RC Rafael C. Technical Support Manager Medical Devices Used the software for: 2+ years ### "A very useful tool for a Technical Support Department" January 7, 2021 4.0 Our customers like to interact with us thru Team support Pros We have been using Team Support for four year, I can say that this is a software used to develop customer interaction, it is very useful and easy to dealt with The support level is expedite when needed. Cons Customizing reports, the templates are not easy to follow Reason for choosing TeamSupport N/A Review Source Response from TeamSupport January 22, 2021 Thanks for sending good vibes our way! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides. We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year. 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