Likelihood to Recommend 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 TweetDeck is ideal for complex media organisations / newsrooms where you want to keep track of several users accounts, or switch between multiple user and/or title accounts. It is perfect for those who want to follow conversations in real-time via many channels, at a glance. It is also useful for those who want to schedule tweets to provide around the clock coverage even when unmanned. Now that it paid-for is less suited to smaller organisations with tight budgets.
Read full review Pros 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 TweetDeck is the best platform to schedule tweets - it is far better than the website itself. The process is remarkably easy and scheduling a day's worth of tweets takes no more than 10 minutes. Tracking news is very easy on TweetDeck due to being able to create multiple columns each focusing on a different subject. Columns can be created using handles, searches, hashtags, and trends, and this makes TweetDeck a great platform as a news editor. Read full review Cons 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 TweetDeck has an editing feature for scheduled posts only if there is no image attached. When a post with an image needs editing, users must instead delete the entire post and reschedule it with the edits needed. TweetDeck has a real-time display, however users often need to refresh the window manually to get scheduled posts to appear in the appropriate column. TweetDeck users can scroll side to side to view all off the types of columns selected. This functionality often leads to traveling back to a previous page unintentionally. Read full review Likelihood to Renew 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 As I previously mentioned, if TweetDeck were to increase some features and integrations, cleaned up its interface, and developed a tool to measure ROI, it would remain competitive with HootSuite and Hubspot. Altogether, it is an effective tool for the job of scheduling and monitoring your impact on Twitter, it falls behind other competitors that offer a more robust solution.
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 It's a pretty easy tool to use I find a few of the columns to be a bit repetitive. If you are managing more than one account you'll start to find yourself having easily 10 plus columns all tracking all different information which creates nice track lanes to keep all that relative information in one column or "view". With the amount of data that is pushed out, if you are following a large number of accounts, it's extremely easy to lose valuable posts in your feeds. As you begin building out your columns they get the point where you only look at one or two and the rest seem to be lost. Overall, this a free tool and there are other social monitoring tools that are out there but are in the multiple thousands of dollar range
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 TweetDeck tends to be available for use majority of the time...however, I've had times where it would get stuck in a loop and then post my Tweet multiple times.
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 Besides posting multiple times when stuck in a loop not other real issues.
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 I've never had to contact customer support. Tweetdeck has always worked like a charm for me. And, if I have had a problem, I've simply deleted the column, then recreated it and it worked again. While it's not without its glitches every once in a great while, it's worked like a charm.
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 Easy download and launch of application.
Read full review Alternatives Considered 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 Several years ago I used the
Hootsuite Free service. I found Tweetdeck to be preferable because of its user interface, and greater functionality. Moreover, I recall
Hootsuite bombarding me with emails that were just irrelevant. TweetDeck just does what it does, without hassle. Its UI and functionality for multiple accounts seems to be the best I've tried.
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 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 Positive: User-friendly and therefore easy to teach new members. Positive: Easy team management (when there are multiple users/managers for one channel). Positive impact on well being - You can take a break from social media and go on holiday even when you are working as a social media manager. Read full review ScreenShots —