- Agent Tracking and accountability
- Knowledge Base
- Automated Emails and small time savers.
- UI (I prefer more Trello board)
- Detail of automations
- Cannot be a full business management solution without email marketing capabilities/integrations.
- TeamSupport is a great way to keep our customers in line and organized. It allows my team to see what products each customer has associated with their groups (I work in a EHR environment).
- TeamSupport houses all of our knowledge base articles and wiki's so that our team can perform at their best ability. It's quick access to the knowledge base that we use on a daily basis.
- TeamSupport allows us to create tickets for current customer issues. It allows us to resolve issues quickly and that makes all of our customers happy! It also keeps us in line with resolving system issues as they come up.
- It is sometimes hard to create a ticket when you are in certain areas of TeamSupport. When you are under the knowledge base area, and you create a new ticket, it becomes a new knowledge base article instead of a ticket. This can be an issue at times.
- We do get lag time sometimes but TeamSupport tends to resolve the slowness issues very quickly.
- Certain required fields to create a ticket are sometimes out of my departments range (sales) and are more for support and it makes it very hard for me to move forward at times without having the correct information (ie: server prod number, location etc).
When a customer has an issue in the system, like a bug that causes a lag, we are able to fix the issue for not only the customer but in our system in general. It's a great way to keep our system flowing properly!
- TeamSupport is great at allowing the user to respond much in the way you can in a rich text e-mail tool. Many solutions we had looked at were strictly text based and are hard to follow. With TeamSupport we can have rich content in our responses including formatted data, tables, graphs, pictures and such.
- TeamSupport is very easy to get going with their sandbox environment in that you can get started with a few simple clicks.
- 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.
- 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.
- As with any software, there are always ways to improve the functionality of the product. Since I have other screens I work in while using TeamSupport, it would be helpful to have a counter in the tab (similar to an email counter) to tell me how many new tickets are open. This way I can see immediately if a new ticket came in while I am working in another screen.
- Groups and Tagging feature to separate ticket types
- Subscription and notification ability
- Severity monitoring
- Graphs and charts
- Search feature needs to be less difficult to find items
- Filtering on multiple layers
- TeamSupport is very clean and easy to navigate.
- The program allows my firm to stay organized and efficient.
- The ticket system is very convenient and helps us prioritize our days.
- I would be interested in seeing a way to sort tickets under 2 filters. Example: I'd love to be able to sort my tickets oldest to newest - AND - by customer within the first filter.
- I would also like to be able to customize my user profile. I think it would be cool to be able to change colors and formats.
- I love TeamSupport!
- Ease of Use. TeamSupport is very well laid out and is obviously being designed by people that have their customers in mind. I can find what I need quickly and have found none of the customizable features to be confusing.
- TeamSupport supports their clients well. Anytime I need help, they are an email or phone call away and I receive prompt, if not immediate assistance.
- TeamSupport integrates with our Salesforce CRM well. The integration was as easy as entering a token and then choosing the fields I want to sync to Salesforce. The initial import of data from Salesforce did not give me all of my customers, but that was because of how I had Salesforce set up and after talking to TeamSupport and making a few changes, we restarted the data import and it has been smooth sailing ever since. Now my Sales Staff can see what is happening on the ticket side of their accounts without having to ask, because TeamSupport automatically updates Cases in Salesforce. Very well done feature.
- The Live Chat feature is something that I have not had a lot of time to play with and does not seem as easy to use as the standard ticketing features in TeamSupport. There are a few too many clicks for my liking, but that could also be a training issue and my lack of time on this side of the program.
- No other thoughts on this.
- Quick updates to log new information on tickets. This is nice if you're on the phone or just tried to contact someone and need to make a quick note about an open ticket.
- Custom ticket views, as many of us wear many 'hats' and cross department lines. Now, I can create ticket views for normal and IT support. I can also set time restraints for when I change roles throughout the day based on the time of day.
- Integrated with our email practices and creates tickets automatically without requiring the customers to interface with a GUI. This is arguably the most important and underrated feature. If there's anything worse than implementing a new software, it's making the customers assimilate YOUR changes into THEIR workday. Now, the customer can do nothing more than what they'd normally do... send an email to support or call us and leave a message.
- The most glaring issue is if a customer replies to an issue that is 'connected' to a previous ticket. It forces us to remove the unwanted content and create a new ticket from scratch. However, the upside of customers updating the ticket simply by replying, is worth it overall.
- The ticket merging tool is also a little clunky. The 'winner' and 'loser' aspect isn't the most efficient.
- The ability to split a ticket would be really nice too. Sometimes customers send multi-part emails and we'd want it listed as two different tickets.
- Linking ticket creation to emails from customers.
- Ability to catalog and reference old tickets with key terms and aggregate data to create high-level views to see where our support team is spending the most time/effort with customers.
- Custom everything!
- Layout is slick and easy to read.
- If you need it for a small reason it can do that, if you need it to handle 100's and 100's of new information a day, it can do that too.
- More options for "contacts".
- More user friendly reporting system. The current one is GREAT if you learn it enough.
- Reporting- There are thousands of reports already there, and ones you can customize, or even create.
- Helps sort data easily.
- TeamSupport customer service is always quick and friendly, and willing to help resolve any issue we may incur.
- Customer ticketing system - LOVE this feature. All of our current customers are able to send us tickets, which we can track and add to for any assistance they need.
- The new calendar feature is a little confusing.
- The place to edit a ticket is a lot different and took some getting used to. There are no boxes any longer, so I wasn't aware I had to click a blank space to select something.
- When closing a ticket, and entering the time, there is no easy way to select a time, you can scroll up or down only.
- User Friendly. It is fast and easy to track calls and emails.
- Reporting capability is endless. It is easy to build graphs and reports to track just about anything.
- The dashboard makes it easy to find exactly what you want to see. It's easy to customize and helps you keep everything organized.
- Not able to stop sending "spam" emails to clients who contact our support department. There is no way for us to stop sending emails notifying clients that a ticket was updated.
- The search feature sometimes gets stuck or does not work.
- The name does not default on the ticket when a known customer calls. Also, when we type the name of a new customer in the search, we have to type it again to add a new customer. This should be automatic.
- It has a clear and easy to use ticket recording/updating and audit trail
- Customer portal is easy to configure
- The Water Cooler is a great feature for interdepartment communications
- Integration with Salesforce
- Some minor functionality could be improved for instance the ability for auto refresh the ticket list
- The ability to restore deleted ticketes
- The ability to split tickets when a new ticket has been created in reply to an old one
- I love the properties feature. You can require clients to provide information.
- I also enjoy the workflow feature as an operations person.
- Very user friendly.
- There are some kinks in the new update. I do not like the new pop-up window for related tickets.
- When you search for a ticket once and then try to search again nothing comes up so you have to log out.
- Workflows don't always work.
- Fairly intuitive interface
- Very flexible
- Good reporting capabilites
- Rollout of the new system was done without enough beta testing, and so created disruptions in service
- SLAs don't seem to have had any exception handling built in
- New ticket interface was not well designed
- Product enhancement - they are always evolving and improving the platform.
- Response accuracy - rarely have trouble with customers receiving responses.
- Up time - application is almost always up and available and the rare instances of outages have become less frequent over the last two years.
- When adding customers to a ticket it would be nice to have a hover view where you can see the email address of the contact before adding them. We often have one contact within the same customer listed multiple times for multiple email addresses and I'd like to add the correct one the first time.
- Chat is a newer feature and has room for more visibility including letting the team see who is on which chat right now, without looking at All Tickets > Chat.
- Preview of a ticket before you click on it when you are searching for tickets using Ticket Tags.
- It keeps a history of tickets so that we can build a knowledge base of common issues and concerns.
- When viewing a ticket, the customer contact information is not prominently visible and when you hover over the customer name, it is still hard to read.
TeamSupport started as an internal customer client tool for supporting all the employees in the company. It was originally used for the IT Department which is composed of Support, Service Delivery, Project Management and Infrastructure. After the success of this tool we implemented it throughout the company. Currently we're using this tool for our customers. We implemented a functional service desk which attends to internal and external customers.
This software really surprised us, due to the flexibility and ease of use for all kinds of users. This tool is as good as many other more "popular" tools. For our company which is a company in growth, it attends to our requirements. The stability and support is excellent, which is a good point for this software. Other tools have poor support. Also this software is updated constantly so it represents a big value for us to know that we purchased a tool in constant evolution.
Due to my experience on ITSM I’m glad to say that this tool is a "secret key for solutions" which will also surprise all people who want to use it.
- Excellent Support after acquiring the product
- Flexibility and customization
- SaaS architecture
- In the future will be a great option to link incident and problems (related tickets)
- A calendar more integrated and automated with tickets
- A basic CMDB option to construct a complete repository of information
TeamSupport Review: "The right middle ground for many small to medium business needing a support system."
- Making and tracking requirements on accounts using ticketing system. The flexibility on the ticketing system is unrivaled.
- Accessibility -TeamSupport is very well designed and a very short acclimation period.
- Great customer service.
- Mobile App. Not everyone is always in the office in front of a computer.
- Website widget. Having a website widget that could make it simpler for clients to submit information to TeamSupport.
TeamSupport differs from simple smart phone use in that it really is like having all your computer files with you.
And, once scanned and attached to a client matter, there is a permanent backup to all files. That came in handy when a fire destroyed my offices. There were no worries about losing client files or information, though, thanks to the TeamSupport system.
- Flexible design.
- Ability to store "lessons learned" for the whole team to see.
- Thought and process organization.
- They are down for maintenance every few months.
- I would like to be able to delete within a ticket, some of them are out of date or get too much errata in them.
- We switched to Team Support from a home-grown system, and the new system allows us to easily collaborate between departments. We have three different departments within our Client Services Team and collaboration of this kind is very important. The implementation of Team Support made us more streamlined and efficient. For example, multiple people might be working on a single ticket and it's easy to see all the people who are working on it and a history of what has happened with the ticket so far.
- Voice mails to our Support line drop right into Team Support making it easy for every team member to access them if necessary. Prior to this we could only listen to and save voice mails in our phone system which was not tied into our homegrown merchant note system.
- It is not consistent in how it responds to commands. For example, the system sometimes prompts the question "Do you want this to be visible?" once "Visible to Customers" is checked when completing a ticket action, but this message does not appear consistently. This is a very helpful caution and the system should always display this prompt when "Visible to customers' is selected.
- Another issue is that if I create a ticket and I've selected more than one contact associated with the account name, it's not clear who is receiving email associated with that ticket. If only one recipient replies, does the other recipient see the reply also?
- The UI does not make it very easy to get orphaned tickets assigned to the right customer.
- Triggers are really nice for workflow.
- Multiple product lines are very useful.
- The use of groups is nice to control where tickets need to go.
- Knowledge base is weak, you cannot organize your data.
- It would be nice to have a video section so you can create a how-to video.
- The lack of design control on the public portal really hurts the product.
TeamSupport Scorecard Summary
Feature Scorecard Summary
TeamSupport is customer service and support help desk software that is cloud-based. It is built for B2B companies, especially those in the technology and software industry where support requests are typically more complicated and longer, more detailed solutions are required. The vendor says that their collaborative platform allows team members to work together to solve customer issues faster and more efficiently. The solution includes a customer and contacts database and native integrations with developer and CRM tools.The vendor also says the solution can be implemented within two weeks. A 14 day free trial is available.
TeamSupport Videos (4)
|Enterprise||$55||Per User per Month|
|Support Desk||$40||Per User per Month|
Pricing is based on annual billing
TeamSupport Customer Size Distribution
|Small Businesses (1-50 employees)||40%|
|Mid-Size Companies (51-500 employees)||52%|
|Enterprises (> 500 employees)||Enterprises (> 500 employees)||8%|
TeamSupport Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
TeamSupport Technical Details
|Mobile Application:||Mobile Web|
|Supported Countries:||US, Canada, UK, Australia, Scandinavia, Europe|