Likelihood to Recommend HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
Read full review 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.
Read full review Pros HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket. HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully. HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket. Read full review 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. Read full review Cons The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard. The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time. Read full review 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. Read full review Likelihood to Renew My current job does not use this platform as it is not necessary for my job function.
Read full review 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.
Read full review Usability 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.
Read full review Reliability and Availability 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
Read full review Performance It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
Read full review Support Rating 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.
Read full review In-Person Training Able to get hands on training and ask questions.
Read full review Online Training Not much training was offered, but it was always provided when we requested it
Read full review Implementation Rating 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.
Read full review Alternatives Considered HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
Read full review 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.
Read full review Scalability 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
Read full review Return on Investment Improved ticket response time Workload reporting to upper management Ticket category reporting to identify training opportunities Read full review 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. Read full review ScreenShots