What users are saying about
4 Ratings
74 Ratings
4 Ratings
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Score 9 out of 100
74 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

365Ticketing

I would recommend 365Ticketing to anyone who is finding it difficult in managing customer service tickets and tasks using their legacy software. This is the ultimate solution for all of your ticketing management, respecting deadlines and being on top of your deliverables. It is highly versatile and effective in helping you keep tabs on everything from a management perspective as well. 365Ticketing might be less appropriate when you are working internally among your team with fewer client communications - where you want a effective document store and the ability to reference / design and build out flow charts, tech stack diagrams etc. for your typical software / web application development.
Darshil Shah | TrustRadius Reviewer

TeamSupport

TeamSupport is a great ticketing/help desk platform for small companies. It gets the job done and allows for multiple teams to manage workloads. It is not best for bigger organizations as there are lots of lacking features (mobile app, integrations, robust Jira/Confluence like system). The support for TeamSupport is great too. They usually get in touch with customers quickly when the system is down and they resolve issues quickly as well.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

365Ticketing
8.0
TeamSupport
9.1
Organize and prioritize service tickets
365Ticketing
7.0
TeamSupport
9.4
Expert directory
365Ticketing
8.0
TeamSupport
7.0
ITSM collaboration and documentation
365Ticketing
8.0
TeamSupport
Ticket creation and submission
365Ticketing
8.0
TeamSupport
9.6
Ticket response
365Ticketing
9.0
TeamSupport
9.4
Subscription-based notifications
365Ticketing
TeamSupport
9.8

Self Help Community

365Ticketing
9.0
TeamSupport
9.0
Internal knowledge base
365Ticketing
9.0
TeamSupport
9.4
External knowledge base
365Ticketing
TeamSupport
8.6

Multi-Channel Help

365Ticketing
9.0
TeamSupport
9.5
Email support
365Ticketing
9.0
TeamSupport
9.6
Customer portal
365Ticketing
TeamSupport
9.9
Social integration
365Ticketing
TeamSupport
8.7
Help Desk CRM integration
365Ticketing
TeamSupport
9.6

Pros

365Ticketing

  • It helps in respecting deadlines of the client by effectively managing the tasks as per their priority and due date.
  • Resolves difficulty in effective organization of a zillion tickets that we usually receive for system upgradation.
  • Helps our team be productive and focus on what is important i.e. working on client tasks.
  • Easy to use and scalable.
  • Effective in measuring the utilization and productivity of the team.
Darshil Shah | TrustRadius Reviewer

TeamSupport

  • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
  • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
  • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
Jennifer Desautels | TrustRadius Reviewer

Cons

365Ticketing

  • User Interface can be designed [to be] a little more intuitive
  • Personalization can be used to help user focus on the tasks they are proficient in, e.g. letting the network admin know what pending and unassigned tickets are related to their field when they are almost caught up with their existing work.
  • Effective timeline management feature can be added to make the tool more comprehensive.
Darshil Shah | TrustRadius Reviewer

TeamSupport

  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
Ron Johnson | TrustRadius Reviewer

Likelihood to Renew

365Ticketing

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 10.0
Based on 14 answers
We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
Krissy Gray | TrustRadius Reviewer

Usability

365Ticketing

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 8.9
Based on 8 answers
I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it.But the portal offers great tools and guides on workarounds.
Anonymous | TrustRadius Reviewer

Reliability and Availability

365Ticketing

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 1.8
Based on 4 answers
Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
Frances Summerhill | TrustRadius Reviewer

Performance

365Ticketing

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 7.3
Based on 5 answers
It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
Anonymous | TrustRadius Reviewer

Support Rating

365Ticketing

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 9.5
Based on 9 answers
TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.
Eric Krueger | TrustRadius Reviewer

In-Person Training

365Ticketing

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 6.4
Based on 1 answer
Able to get hands on training and ask questions.
Carrie French | TrustRadius Reviewer

Online Training

365Ticketing

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 7.7
Based on 3 answers
Not much training was offered, but it was always provided when we requested it
Anonymous | TrustRadius Reviewer

Implementation Rating

365Ticketing

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 7.5
Based on 6 answers
Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
Ron Johnson | TrustRadius Reviewer

Alternatives Considered

365Ticketing

The 365Ticketing tool seems to be a good option for us compared to alternatives that we have used up till now - primarily because it has the right number of features that are required for effective ticket management, not too many to overwhelm our platform admin and team and not too few where we would have do most of the organizational tasks. It has got everything you would need for collaborating with your customer effectively and be always on top of your game in helping your clients with all they need.
Darshil Shah | TrustRadius Reviewer

TeamSupport

TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
Anonymous | TrustRadius Reviewer

Scalability

365Ticketing

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 1.0
Based on 1 answer
TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
Frances Summerhill | TrustRadius Reviewer

Return on Investment

365Ticketing

  • Increase in organizational abilities.
  • Increased adherence to customer's SLAs and deadlines due to tasks prioritization.
  • Effectively collaborate with customer on a single platform.
Darshil Shah | TrustRadius Reviewer

TeamSupport

  • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
  • TeamSupport allows us to effectively manage workflow.
  • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
Hannah Pace | TrustRadius Reviewer

Screenshots

Pricing Details

365Ticketing

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

365Ticketing Editions & Modules

Edition
365Ticketing$171
  1. user/month
Additional Pricing Details

TeamSupport

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$2,000*

* per installation

TeamSupport Editions & Modules

Edition
Enterprise$551
Support Desk$401
  1. Per User per Month
Additional Pricing Details
Pricing is based on annual billing

Rating Summary

Likelihood to Recommend

365Ticketing
9.0
TeamSupport
8.3

Likelihood to Renew

365Ticketing
TeamSupport
10.0

Usability

365Ticketing
TeamSupport
8.9

Reliability and Availability

365Ticketing
TeamSupport
1.8

Performance

365Ticketing
TeamSupport
7.3

Support Rating

365Ticketing
TeamSupport
9.5

In-Person Training

365Ticketing
TeamSupport
6.4

Online Training

365Ticketing
TeamSupport
7.7

Implementation Rating

365Ticketing
TeamSupport
7.5

Scalability

365Ticketing
TeamSupport
1.0

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