What users are saying about
11 Ratings
75 Ratings
11 Ratings
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Score 6.7 out of 100
75 Ratings
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Score 8.1 out of 100

Feature Set Ratings

  • TeamSupport ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help

Incident and problem management

2.0

Hiver

20%
9.1

TeamSupport

91%
TeamSupport ranks higher in 5/5 features

Organize and prioritize service tickets

1.4
14%
3 Ratings
9.5
95%
11 Ratings

Ticket creation and submission

2.3
23%
3 Ratings
9.5
95%
11 Ratings

Ticket response

2.3
23%
3 Ratings
9.5
95%
11 Ratings

Expert directory

N/A
0 Ratings
7.0
70%
1 Rating

Subscription-based notifications

N/A
0 Ratings
10.0
100%
5 Ratings

Multi-Channel Help

3.3

Hiver

33%
9.7

TeamSupport

97%
TeamSupport ranks higher in 4/4 features

Email support

3.3
33%
3 Ratings
10.0
100%
11 Ratings

Customer portal

N/A
0 Ratings
10.0
100%
9 Ratings

Social integration

N/A
0 Ratings
9.0
90%
4 Ratings

Help Desk CRM integration

N/A
0 Ratings
10.0
100%
7 Ratings

Self Help Community

Hiver

Feature Set Not Supported
N/A
9.0

TeamSupport

90%
TeamSupport ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
8.6
86%
7 Ratings

Internal knowledge base

N/A
0 Ratings
9.5
95%
10 Ratings

Attribute Ratings

  • TeamSupport is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

1.4

Hiver

14%
3 Ratings
7.6

TeamSupport

76%
57 Ratings

Likelihood to Renew

Hiver

N/A
0 Ratings
10.0

TeamSupport

100%
14 Ratings

Usability

3.0

Hiver

30%
1 Rating
8.9

TeamSupport

89%
8 Ratings

Availability

Hiver

N/A
0 Ratings
1.8

TeamSupport

18%
8 Ratings

Performance

Hiver

N/A
0 Ratings
7.3

TeamSupport

73%
10 Ratings

Support Rating

4.0

Hiver

40%
1 Rating
9.3

TeamSupport

93%
16 Ratings

In-Person Training

Hiver

N/A
0 Ratings
6.4

TeamSupport

64%
1 Rating

Online Training

Hiver

N/A
0 Ratings
7.7

TeamSupport

77%
3 Ratings

Implementation Rating

Hiver

N/A
0 Ratings
7.5

TeamSupport

75%
12 Ratings

Product Scalability

Hiver

N/A
0 Ratings
1.0

TeamSupport

10%
1 Rating

Likelihood to Recommend

Hiver

Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
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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.
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Pros

Hiver

  • It's easy to set up, and manage ongoing.
  • The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time.
  • It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution!
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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.
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Cons

Hiver

  • There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.
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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.
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Pricing Details

Hiver

Starting Price

$14 /user/month

Editions & Modules

Hiver editions and modules pricing
EditionModules
PLUS PLAN$14.001
PREMIUM PLAN$22.002
ENTERPRISE PLAN$34.003

Footnotes

  1. /user/month
  2. /user/month
  3. /user/month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

TeamSupport

Starting Price

$25 per month

Editions & Modules

TeamSupport editions and modules pricing
EditionModules
Enterprise$551
Support Desk$402

Footnotes

  1. Per User per Month
  2. Per User per Month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional $2,000

Additional Details

Pricing is based on annual billing

Likelihood to Renew

Hiver

No answers on this topic

TeamSupport

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.
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Usability

Hiver

Easy to use
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TeamSupport

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.
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Reliability and Availability

Hiver

No answers on this topic

TeamSupport

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
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Performance

Hiver

No answers on this topic

TeamSupport

It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
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Support Rating

Hiver

Support is there, can be slow at times.
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TeamSupport

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.
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In-Person Training

Hiver

No answers on this topic

TeamSupport

Able to get hands on training and ask questions.
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Online Training

Hiver

No answers on this topic

TeamSupport

Not much training was offered, but it was always provided when we requested it
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Implementation Rating

Hiver

No answers on this topic

TeamSupport

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.
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Alternatives Considered

Hiver

Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
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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.
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Scalability

Hiver

No answers on this topic

TeamSupport

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
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Return on Investment

Hiver

  • Hiver has increased the efficiency by which we address emailed questions and concerns.
  • Hiver increases transparency between team members.
  • Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.
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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.
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Screenshots

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