TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We …
Email support (11)
Ticket creation and submission (11)
Organize and prioritize service tickets (11)
Ticket response (11)
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Entry-level set up fee?
- $2,000 per installationOptional
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Starting price (does not include set up fee)
- $25 per month
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.
- Supported: Organize and prioritize service tickets
- Supported: Subscription-based notifications
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
- Supported: Forums
- Supported: External knowledge base
- Supported: Internal knowledge base
- Supported: Surveys/polls
- Supported: Customer portal
- Supported: Live help chat
- Supported: Phone support
- Supported: Social integration
- Supported: Email support
- Supported: Help Desk CRM integration
- Supported: Customer & Contacts Database
- Supported: Customer Self-Service
- Supported: OmniChannel Support
- Supported: Ticket Automation
- Supported: Live Chat
- Supported: Products & Inventory tracking
- Supported: Video & Screen Recording
- Supported: Ticket Collision Prevention
- Supported: Agent Ratings
- Supported: Customer Distress Index
- Supported: Customer Alerts
- Supported: Collaboration
- Supported: Built for B2B
- Supported: SLA Management
- HubSpot CRM
- Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)
- Azure DevOps Server (formerly Team Foundation Server)
- Azure DevOps Services (formerly VSTS)
- Salesforce CRM
- Zoho CRM & Reports
- Highrise CRM
- Rest API
|Small Businesses (1-50 employees)||40%|
|Mid-Size Companies (51-500 employees)||52%|
|Enterprises (more than 500 employees)||8%|
|Mobile Application||Mobile Web|
|Supported Countries||US, Canada, UK, Australia, Scandinavia, Europe|
- 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).
TeamSupport offers multiple stock reporting options that we utilize on a daily basis. They also offer the ability to create custom reports to cater to our individual needs.
Our organization takes great pride in our ability to provide exceptional user support and TeamSupport allows us to put our promise to action and provide the stats to support that claim.
- Reporting: TeamSupport has a large selection of stock reports available, but the ability to create custom reports and have custom fields that we have created included in the reporting is what sets TeamSupport apart.
- User Support: Our interactions with TeamSupport's support staff have been limited, as the software is very easy to use. That being said, when we have had to call or email in-they are very knowledgable and are able to answer our questions or solve our problems quickly.
- Customization: The ability to add custom fields to tickets has been extremely valuable. We have unique reporting needs and need to gather uncommon data points. Through TeamSupport we are able to quickly and easily add whatever fields we need to make sure we gather all the information we need at the point of contact.
- Load Times: TeamSupport seldom experiences outages, which we appreciate greatly, however latency is a common occurrence.
- Searching: Looking for specific tickets is very slow. We use this tool to look for previously reported issues or a specific ticket that we need to reference. The tool is not very intuitive, and usually requires multiple attempts to locate.
- Adding Customers: When adding a customer or point of contact to a ticket you are forced to search the database, which takes a long time. And, if you type more than 6-7 characters, the search clears and you have to start over. Our database isn't so large that this is a deal breaker for us, but it might be for some.
I could see in a busier environment that latency and slower moving portions of the software could become a hindrance. If latency and search functionality were refined, I think this would be an ideal software for nearly all applications.
- It gives me various solutions to offer our customers within the context of technical support flexibly and efficiently.
- It has allowed our department to provide possible solutions to our potential customers, always trying to offer an exceptional experience to the market.
- It is straightforward to use and has features that allow us to respond quickly and accurately to customer requirements.
- We have optimized in time and money and the positive results we have obtained thanks to the tool.
- Their mobile application is limited; they need better functionality to get a more efficient response. I hope they can update it soon.
- Ease of use when it comes to creating, updating, and managing tickets.
- Knowledge Base is good for customer documentation.
- Customers are able to open tickets easily.
- Email Notifications are great.
- Customer reporting available.
- New search is robust to help find old tickets.
- Mobile app is so bad, they should just remove it.
- Integration to VSTS is very bad.
- Dashboards are not helpful and need to be more modern.
- Chat feature is not that great.
- 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.
- Customer facing site and support
- Organizational customization
- Overall great tutorials and features, maybe a bit more in the way of instructional videos
- Reporting choices could have a few more customizations
- Archiving support tickets are available for reference.
- Reporting tools are available so that we may track volume and trends.
- The search function is clunky and at times not even.
- Software lags at times when ticket number does not reflect the field being displayed.
- Allows communication between customers and our company without the need for personal emails.
- Areas of improvement would be in the user interface and user friendliness.
TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We tried several different management platforms and found that TeamSupport was simply the easiest both to get started with, and to customize to our particular needs.
Other solutions that we looked at either 1) were easy to get started with but didn't offer much in terms of customization or 2) required that you spend days and days organizing and customizing the mass amount of features that had to be set up. TeamSupport was the perfect medium between the two!
They also have a mobile app that makes it easy to quickly pull up tickets and find client information while in the field.
- This platform is easy to get started with and also very easy to customize. You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom workflows, email templates, automation rules, etc.). Out of the box it works great but if there's something you specifically need for your organization, there is undoubtedly a place to configure that in the Admin section.
- We were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients.
- I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload.
- TeamSupport recently released their mobile app (which was needed for some time). While for an initial release, it does provide basic functions that are very helpful in the field, it is in need of updates for additional functionality that is only available in the web version currently.
- 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.
- 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.
- Very intuitive
- User friendly interface
- Great for collaboration
- Inventory tracking
- Reports / Auditing
- More reports
- 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.
- Inventory Management
- Ticket Tracking
- So far not too many weaknesses that I have noticed
- 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.
- 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.
- Work Order Management
- Client Communications
- Internal Knowledge Base
- Customer Support
- Bug Fixes
- Load times and Outages
- Allows users to manage how they want to view their open tickets.
- Allows for the merging together of tickets for situations when a user inadvertently opens a new ticket.
- Allows for custom reporting.
- I use TeamSupport in Firefox. I don't know whether the issues I experience in Firefox are simply because of the browser, but when a ticket's history starts getting long, I lose the ability to scroll down - the down arrow on the right side of the screen disappears.
- When I hover over a user name in a ticket, the details pop up. This would be OK, except that I can't get them to close without either closing out or refreshing - pretty lame.
- In general, I'd say the issues I've experienced have mostly to do with wonky things about the interface. Again, that might have to do with the fact that I'm using it in Firefox, but it should work properly no matter which browser I'm using.
- 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.
- The interface is much more intuitive than most of TeamSupport's competitors.
- It is thoroughly customizable to allow for use of terminology that is relevant to my business and staff.
- It is a very efficient product to use. Time is generally saved, not wasted.
- Screen recording, embedding of images and videos is remarkably simple and works very well.
- There are some workflow points that could be improved such as allowing for the ability to work on several new, unsaved tickets at one time.
- There are periodic bouts of slowness or downtime that our staff encounters.
- The reporting mechanism isn't the most intuitive and doesn't always generate the report I'm expecting. I could see this being reviewed and improved.
- Ticket tracking
- Search functionality
- Keyword tagging
- Response time
- Dashboard layout
- 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
- Easy ticket lookup
- Customizable ticket classifications
- Ability to search on keywords
- The ticket submission just got a lot less user friendly with the last update. It used to be easy to add a new action to a ticket, now my eye constantly searches for the little text hyperlink. I do not like this change AT ALL.
- Saved searches would be a huge bonus, it is tiresome to have to set up specific searches and filters I use regularly each time - thus, I have stopped using this feature all together.
- Good customer service - a requirement!
- Quick fixes to issues
- Connects to our phone system
- No screen shots in IE/Chrome OK
- Search needs to refresh often
- Sometimes connected tickets don't connect and we have to merge them - I love the merge feature
- Make sure to inform all clients to whitelist the domain, we have a small percentage who do not receive our email replies.
- Do not like that attachments disappear when the next message is created. Ask about this, maybe I'm missing a feature selection.
- Capturing ticket information well
- Associating contacts to tickets
- Email to ticket function helps streamline things
- I'm a keyboard person and avoid the mouse so having shortcuts to maneuver through the tickets would be nice to help streamline things more