What users are saying about
15 Ratings
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Score 8.8 out of 101
Top Rated
58 Ratings
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Score 8.5 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson profile photo

TeamSupport

TeamSupport is well suited for any company that needs to manage customer accounts and/or products, encourages self-support tools for their customers, and needs a simple way for the support team to communicate with each other
Jennifer Desautels profile photo

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
TeamSupport
8.5
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
TeamSupport
9.3
Service restoration
Agiloft Flexible Service Desk Suite
10.0
TeamSupport
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
TeamSupport
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
TeamSupport
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
TeamSupport
Expert directory
Agiloft Flexible Service Desk Suite
TeamSupport
7.0
Ticket creation and submission
Agiloft Flexible Service Desk Suite
TeamSupport
9.3
Ticket response
Agiloft Flexible Service Desk Suite
TeamSupport
8.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
TeamSupport
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
TeamSupport
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
TeamSupport

Change management

Agiloft Flexible Service Desk Suite
9.8
TeamSupport
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
TeamSupport
Service-level management
Agiloft Flexible Service Desk Suite
10.0
TeamSupport

Self Help Community

Agiloft Flexible Service Desk Suite
TeamSupport
9.5
External knowledge base
Agiloft Flexible Service Desk Suite
TeamSupport
10.0
Internal knowledge base
Agiloft Flexible Service Desk Suite
TeamSupport
9.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
TeamSupport
8.8
Customer portal
Agiloft Flexible Service Desk Suite
TeamSupport
8.0
Email support
Agiloft Flexible Service Desk Suite
TeamSupport
9.0
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
TeamSupport
9.5

Pros

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • 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 profile photo

Cons

  • The documentation was a little dated, but they have recently updated the online help and now it is in line with the current version features.
Don Ruxton profile photo
  • 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 profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
It does exactly what we need. Changing to something else would make no sense.
Max Henrion profile photo
TeamSupport9.7
Based on 13 answers
Overall we have been very happy with this tool. We look forward to improvements in some areas but the tool has a very good foundation and great features for a relatively new company in this area.
Ron Johnson profile photo

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
TeamSupport8.9
Based on 8 answers
We have been very happy with system and ease of use.
Ron Johnson profile photo

Reliability and Availability

Agiloft Flexible Service Desk Suite8.6
Based on 2 answers
No answer on this topic is available.
TeamSupport1.8
Based on 4 answers
It's hardly ever down and when it is, I'm usually asleep.
No photo available

Performance

No score
No answers yet
No answers on this topic
TeamSupport7.3
Based on 5 answers
Does lag some occasionally but that could be the local connection.
No photo available

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
TeamSupport9.0
Based on 6 answers
Downtimes are clearly announced and maintenance is infrequent and done after hours.
Dan Farmer profile photo

In-Person Training

No score
No answers yet
No answers on this topic
TeamSupport6.4
Based on 1 answer
Able to get hands on training and ask questions.
Carrie French profile photo

Online Training

No score
No answers yet
No answers on this topic
TeamSupport7.7
Based on 3 answers
Not much training was offered, but it was always provided when we requested it
No photo available

Implementation

No score
No answers yet
No answers on this topic
TeamSupport7.5
Based on 6 answers
The implementation we use is only available on line as this is a web hosted service. You'll need business grade internet speeds and a compatible infrastructure.
Dan Farmer profile photo

Alternatives Considered

We did user studies to compare Agiloft with several other vendors and our users preferred the features and usability of Agiloft.
No photo available
I did not evaluate any specific competitors. I was involved with the discussion as to why it was chosen
Caelen McMillan profile photo

Scalability

No score
No answers yet
No answers on this topic
TeamSupport1.0
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 profile photo

Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available
  • Keeps us organized
  • Keeps our employees educated
  • Allows us to resolve issues quickly
Sarah Lohsl profile photo

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Agiloft Flexible Service Desk Suite Editions & Modules
Agiloft Flexible Service Desk Suite
Additional Pricing Details

Agiloft Flexible Service Desk Suite More Information

TeamSupport

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$2,000*
1.  per installation
TeamSupport Editions & Modules
TeamSupport
Edition
Enterprise
$551
Support Desk
$401
1. Per User per Month
Additional Pricing Details
Pricing is based on annual billing

TeamSupport More Information