--- title: "TeamSupport Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is TeamSupport the right Help Desk solution for you? Explore 849 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/87908/TeamSupport/reviews/" page_type: "reviews" language: "en" --- TeamSupport 4.5 (849) [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 September 17th, 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 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 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 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 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 849 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 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/) 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 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. JB Jill B. Vice President, Operations Pharmaceuticals Used the software for: 2+ years ### "Great Product!" September 24, 2019 4.0 Overall, I like the software as its easy to use and meets our operational needs. The ticket management works well and is easy to use. The tickets are easy to create, assign, and manage. I have set up reports that I run monthly to provide support metrics internally. They were easy to create and are easy to run each month, giving us the metrics we need to understand the types of tickets we get from our customers, the number of tickets created by each customer, and the amount of time our support team spends working the tickets. We interface with Jira when submitting requests to our development team, which was easy to configure and is virtually maintenance free once set up. Team Support also has great documentation that is easy to understand, which I reference whenever I'm implementing something new or have questions. Pros Ticket management and reporting. UI is easy to use and understand. I really like the email functionality, allowing customers and our support users to create and respond to tickets via email, creating the necessary tracking without having to log into the portal. However, I also like that a self-service portal is available, allowing customers to see the status of all of their issues and requests. Cons When submitting an issue or request, it often takes a long time for a resolution. Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[Agiloft](https://www.capterra.com/p/101273/Agiloft/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing TeamSupport Lower monthly subscription fee, less intensive configuration, self-service customer portal, customized metrics and analytics, robust solution. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) The Zendesk UI didn't seem as user friendly as other products. The Zendesk product seemed to be developed more for IT users than for CRM teams. Review Source 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 SP Shania P. Assistant Finance Manager Accounting Used the software for: 1-2 years ### "Amazing chat tool" January 21, 2025 5.0 Pros Teamsupport is a great portal for team chatting. Cons Teamsupport conversations are readily available for usage. Review Source RK Rachel K. Operations and Marketing Computer Software Used the software for: 2+ years ### "The single most important piece of software for our company's success " September 21, 2023 5.0 Team Support is a top-notch company that centers around the customer's success. It is extremely robust with so many different functions that make our customers very happy, by providing an amazing way to stay on top of communication. Our customers feel heard, and in control of their destiny. Give your customers that power, and you will see nothing but gratitude from them. There is no such thing as an unhappy customer at my place of employment, and that's a great feeling in the workplace. Pros Team Support has changed our company into a business that has the tools to enable customer success. It not only manages our customer's needs worth our software, but it keeps the customer engaged with minimal effort and high efficiency. All communication with the customer is seen in one location. We can directly speak with the customer within the software. Our clients can email, call, or chat directly using the program. They can rate us, look up a knowledge base article or get a quote. It has changed how we do business by improving communication. Cons I have not one negative word to say about my Team Support software. I don't know how anyone can live without it. 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 MT Marek T. CEO Financial Services Used the software for: I used a free trial ### "TeamSupport Review" May 25, 2023 5.0 My overall experience with TeamSupport software has been positive. The software provided a comprehensive solution for managing customer support, enabling efficient ticket management, collaboration, and reporting. The intuitive interface and powerful search capabilities made it easy to navigate and address customer inquiries promptly. While there were some limitations in terms of customization, the software's core functionalities met our requirements effectively. The software played a crucial role in improving our customer support processes and enhancing customer satisfaction. Overall, my experience with TeamSupport software has been valuable and productive in managing customer support operations. Pros One of the things I liked most about TeamSupport software was its robust ticketing and customer support management features. It provided a centralized platform for managing customer inquiries, tracking tickets, and collaborating with the support team. The software's intuitive interface and powerful search capabilities made it easy to find and address customer issues promptly. Additionally, the ability to create custom reports and analytics allowed for better visibility into support metrics and performance, enabling proactive decision-making. Cons While TeamSupport software had many positive aspects, one thing I liked least was the lack of some advanced customization options. While the software offered a decent level of configurability, there were certain areas where additional flexibility would have been beneficial. For example, the ability to tailor the user interface or create more complex workflow automations would have enhanced the software's adaptability to specific business needs. However, this limitation did not significantly hinder the overall functionality and effectiveness of the software. Review Source DE Deidre E. Manager of Customer Services Computer Software Used the software for: 2+ years ### "Customer Support Made Easy" February 9, 2021 5.0 TS has been a great purchase for our company! We did not have a ticket system at all! The fact that they are always improving and enhancing the software is wonderful, the customer service is the best! Pros There are so many things that we love about TS, the ability to search for like tickets, the ability to store all of our documentation in order and by customers, the ability to have all of our SLA’s and contract, contact info in one organized location and the ability to access TS at anytime anywhere including your phone. Cons The setup is not something I would really say I dislike, it is extremely important l, however it is very time consuming. Reason for choosing TeamSupport Was not part of the selection Review Source Response from TeamSupport February 11, 2021 Thanks Deidre 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. MJ Max J. Systems Engineer Management Consulting Used the software for: 1-2 years ### "Allows you to be closer to the customer" April 8, 2023 5.0 It allows us to provide a better customer service experience and allows cases to be resolved faster and more personalized. Pros This help software for customer service has been very good in its execution by having tools to provide a more personalized customer service and with better satisfaction, its installation was easy and fast and its learning process is short because its functions are basic but very usable Cons I have nothing bad to say about this software at the moment, it has worked correctly since its execution Review Source 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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