TrustRadius
TeamSupport is customer support software built for B2B software and technology companies. The solution offers ticket management, a customer and contact database, reporting and analytics, multi-channel support, built-in collaboration tools, and many native integrations.https://media.trustradius.com/product-logos/39/1p/TTTERX54F4DE.PNGTeamSupportGreat Help Desk Ticketing software2019-03-06T00:12:28.794ZWe use TeamSupport to manage Support requests for customers that use our software. We are able to track tickets and issues and then communicate back with customers on solutions. TeamSupport helps our organization for tracking and maintaining the communication between our customers and the company. This allows for easy support of our software where we can track every bit of communication.,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.,8,TeamSupport has helped us to maintain our customer relations.,,Microsoft 365 Business, Egnyte, JIRA SoftwareKishion GuyahTeamSupport Wins2015-09-17T22:28:52.327ZTeamSupport is used across our business, by many of our departments, to track program issues, tickets from customers and employees (and even prospects). It is also used as a method of tracking and communication across the board. We use it for our knowledge base, where you can find many of our procedures on how to do things, as well as the reports feature, which helps us gather information when necessary.,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.,10,better customer service
increased employee efficiency for assisting customers
ability to track concerns/issues,salesforce,40,Customer Support
Development
Knowledgebase,10Patricia-Lynn EvansGreat for MSP's! Constantly improving their platform. Excellent customer service!2019-03-01T21:21:40.802ZTeamSupport 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.,10,TeamSupport has streamlined our operations by providing agents with easy to view ticket priorities.
The platform has improved communication between internal agents as well as between our company and clients.,SolarWinds MSP Manager and ConnectWise Manage,QuickBooks Online, eFolder BackupVerified UserTeamSupport is the clear choice for Customer Support Teams2019-02-20T18:09:42.610ZTeamSupport is used as our primary ticketing system and main inbox for incoming support emails. The software is used by both our front line customer support team as well as our business development team.
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.,9,TeamSupport has allowed us to provide tangible evidence behind our SLA which is one of our major selling points as an organization.
We have had several instances where customers state that they are unable to receive emails sent from TeamSupport because their spam filter/quarantine flags and removes them. We are also unaware of any unreported individuals who might interpret the inability to receive our correspondence as unresolved or unresponsive.,On-Time Web,Zoom, 8x8 Virtual Contact Center, 8x8 Virtual Office, HipChat, StatusPage for HipChat, Slack, PostmarkVerified UserNew User of a Great Product2018-10-10T21:11:47.531ZTeamSupport is going to allow us to streamline our customer service in a great way. We will have a great way to track and automate our process. It helps that TeamSupport was one of the few B2B focused systems we found!,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.,8,Streamlined our support
Allowed us to automate our system a little. Reaching a greater amount of clients with less effort.
The knowledge base has been great.,ActiveCampaign, Adobe Premiere ProVerified UserTeamSupport makes work easy!2018-04-23T16:41:54.313ZOur entire company uses TeamSupport. It helps us keep track of all of our current and disabled clients. We are able to create tickets for an entire team or individual to follow up with customers, log customer complaints or issues, and we can quickly resolve them. I love that it helps us in customer retention, and keeps our customers happy because their issues/concerns/needs are resolved ASAP due to the ticketing system. I love the areas where we can publish knowledge based articles and it's easy for any team member to access these and assists them in their questions. I also really love the wiki area where we can go in and see "how to's" within our company. All amazing things!,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).,10,Keeps us organized
Keeps our employees educated
Allows us to resolve issues quickly,Zoho CRM,Zoho CRM, Live2Support Live Chat, SlackSarah LohslTeamSupport Rocks!2018-04-15T20:13:51.929ZI was tasked with choosing and implementing a support ticket system for our company and after many demos and product reviews I decided TeamSupport was a good fit for us. I've received praise for my decision and personally been happy with it since day one. We use it internally, as well as with our external clients. Another huge benefit we can say TeamSupport has provided is accountability. TeamSupport helps us track and research our issues more efficiently, as well as provides us with a great data base of past issues to pull knowledge from.,Very intuitive
User friendly interface
Great for collaboration
Inventory tracking
Reports / Auditing,More reports,10,Efficiency
Accountability,Skype for Business, Polycom RealPresence Immersive Video Conferencing, ZoomRyan BlodgettTeamSupport was great decision for us2015-09-23T15:40:46.883ZWe currently use the TeamSupport product in two departments of our company. These are two completely separate installations because of the nature of the two functions in our company. The first one is an outward facing customer support portal to a technical/engineering audience. The other installation is an internal use where we manage documents coming into our technical documentation group for publication and revisions. All communication for the second installation is all in house.,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.,9,We spend less time responding to tickets. In our old system anytime we had to include screen shots, graphs and such in our response we had to create a separate document and attach to the ticket. Now with TeamSupport we can do that directly into our response.
The cost of this solution is very affordable when comparing to other offerings in this type of software
Our customers enjoy a better experience when communicating back and forth with our group. This is due to the rich response abilities of the system.,,10,10,Technical Support tool for customers
FAQ tool for customers
Sales lead tool for follow-up with field FAE's (Field Application Engineers) or sales staff,We are using the tool to manage jobs with our technical documentation group. They benefit from the same rich text conversation abilities of tool allowing them to connect to the internal staff and collaborate with multiple engineers on the documentation of our products.,Manage our evaluation board groups work
Manage change orders to sales orders from customers,10,Yes,Price
Product Features
Product Usability
Product Reputation
Positive Sales Experience with the Vendor
Third-party Reviews,We evaluated many solutions and only a few rose to a higher level to take a closer look. TeamSupport made this easy with their free trial of a fully functional system.,Implemented in-house,Yes,Change management was minimal,Data Import from our old provider.
Customizing the look and feel of site to match our website.
Creating custom API single sign-on process for our website.
Creating custom API ticket viewer for our sales people and FAE's not working in the tool directly,8,No,9,Yes,We had a lot of problems with our data import from our existing system. I think we supplied 10 times more data than any customer had ever in the past. They worked diligently to best import this data. We had multiple goes at it before it was successful but they didn't give up on it.,Adding rich content into a response to a customer
Managing your open tickets
Creating reports,Advanced reports that require more than 2 data tables to be combined.
No ability to schedule reports to run automatically.,Yes,9Ron JohnsonTeamSupport, a helpful help desk and ticketing software.2015-06-11T21:15:07.581ZWe are using TeamSupport as our help desk software to track tickets. We'll also use it to track inventory. It is currently being used by our IT technicians as a ticket tracking software. It will help us address reporting on tickets and with responding to tickets in a timely fashion.,Reporting
Inventory Management
Ticket Tracking
Knowledgebase,So far not too many weaknesses that I have noticed,9,Anticipating better customer service
Better reporting
Better inventory tracking,,5,Creating custom fields to track additional information
Creating knowledge base articles
Creating custom reports,None that I can think of,Yes,9,8Adam KeenReal People Taking Care of Real People!2015-09-23T18:50:37.155ZWe use TeamSupport to service our clients who use our software application. TeamSupport allows us to offer support tools to our users inside our own software application. This allowed us to build a knowledge base of written and video tutorials of our software for our users, communicate across the board with updates, and provide extra support through email.,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.,10,When we first began using TeamSupport we were also preparing for an important review of our software product. Of course, our customer service was being evaluated also. We had about 80 people involved in our review and comments about our customer service came back excellent every time. One of our main goals is to provide exceptional customer support, but we could not have done it without TeamSupport.,ZendeskJennifer DesautelsTeamSupport is a solid tool2015-09-17T22:16:51.681ZWe use TeamSupport as our main ticketing software to help track tickets and client interaction. It allows us to manage tickets and issues as well as track time, issues, clients, "temperature checks", etc. It also allows reporting on all of these features and graphical representation. My largest complaint is that you can only sort on one level, the search feature must be exact, not keywords, and that the newest update has released several bugs into the system. We use TeamSupport companywide to help manage any issues that arise both internally and externally. We use the knowledge base feature to help track solutions and to save time in the future. We create reports, charts, dashboards, and graphs from the system to help manage and display the important metrics. Our Customer Service Department uses it the most and our clients are able to submit tickets via email. We like the tagging/subscription feature that allows you to follow a ticket without being assigned to it. There's also a group mechanism to allow everyone that would be an expert on that topic to see the tickets associated with those keywords that are tagged or associated to it so fewer items slip through the cracks.,Groups and Tagging feature to separate ticket types
Subscription and notification ability
Severity monitoring
Graphs and charts
Dashboards
Metrics,Search feature needs to be less difficult to find items
Filtering on multiple layers,8,Allows us to monitor response time to help decrease that and improve customer support
Help with monitoring tasks that need work and not to allow as much to get lost
Keep everyone up to date on what is needed/done,jira,26 to 50 people,60,50,Client submitting tickets
Organizing cases to send to development with documentation
Internal issue that needs assistance through IT/Development,Tracking time to contact clients from initial entering of the ticket
Tracking development need
Measuring important metrics,Mapping turn around time
Implementation Tracking for all tasks
Project Management for all projects,9,No,Price
Product Features
Product Usability
Prior Experience with the Product,I think that we would run a few trial/scenarios through a little better than we did. When we first started looking for a ticketing solution we did not envision the flow and all the ways that we would utilize it. Luckily for us Teamsupport has grown really well as we have grown.,Don't know,7,9,When the newest version release introduced several issues and rendered TeamSupport unusable we called and reported the issues immediately. They called us back and escalated the ticket as needed to ensure we were able to log in and use TeamSupport as initially intended. The items that required development were documented and reported properly.,Email functionality/integration
Subscription
Tagging/auto reply ability based on keywords,Searching feature based on exact titles not keywords or clients
Filter on a single object at a time
Dashboards can be a little intensive to create,No,9Krissy GrayGO TEAMSUPPORT2015-09-17T17:00:53.072ZOur firm uses TeamSupport to manage all day-to-day requests. I typically spend the majority of my day in creating, responding to, and closing tickets. The ticket system has allowed my team and I to keep very detailed records of correspondence between us and the advisors we service. This program has provided us with a high level of accountability and efficiency. TeamSupport is more than convenient, and allows us to track our every move. TeamSupport is convenient and easy to teach to newcomers. I find the program to be useful in things like managing daily tasks as well as longer term requests. I use TeamSupport to service accounts for financial advisors. On a normal day, I process things like systematic distribution requests, account transfers, account openings, technology questions/concerns, overall account maintenance issues, and general support questions. I spend most of my day, every day, reviewing my open tickets and addressing any requests in them. I also enjoy the Reminders function. This allows me to see all of my urgent and less urgent responsibilities in one place. TeamSupport creates a very clean and organized work environment, and I would highly recommend it anyone and everyone interested in growing their business and becoming more time efficient.,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!,10,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.,1 to 5 peopleHannah PaceTeamSupport Transformed Our Support Team2015-09-17T16:49:46.064ZTeamSupport is used as an internal ticket support program and is rolling out to our end user clients at the end of September. The program has addressed a long time need of support tracking and accountability of our support staff.,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.,10,Increased employee efficiency. Increased accountability. Exponentially better customer service.,,1 to 5 people,4,2Damon PikeTeamSupport, support for the whole team!2015-06-11T22:01:12.731ZSince our company has grown, we've needed to find a way to document and organize our support calls. We used to get by with emails, but with the increase in volume, it became clear that a formal ticketing system would be required. We've now been using TeamSupport across all departments for a few months now and it's made issue management much easier. We were all able to pick up the software very quickly and have made the transition virtually seamlessly. Less calls slip 'through the cracks' and we can keep an eye on which customers are requiring more support than others and whether we need to address the issue by coming up with customized resolutions for those customers. We can also identify the quantity of certain TYPES of issues and decide if it's something that requires more attention in addressing.,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.,8,Increased documentation speed and ease
Less missed calls and follow ups with customers,Caelen McMillanGREAT things so far. Love it.2015-09-18T16:35:25.604ZTeamSuppprt is being used across the organization. We use it to address issues from our clients. We also use it for our customer service center to send a ticket on behalf of a customers' account. It has proven useful as a knowledge base and a records keeping system that is much more easily searched than email!,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.,10,IssueViewTony GumpEasy, Breezy Team Support!2015-09-18T15:59:10.465ZTeamSupport is used company-wide by all of our staff to track support issues, enhancement requests, bugs, testing and build our knowledge base.,Ticket tracking
Reporting
Search functionality
Keyword tagging,Response time
Dashboard layout,10,Excellent Customer Service
Advanced Troubleshooting Capability
Superior KB development,Footprints,1 to 5 people,11,3,Issue tracking
Enhancement request logging
Knowledge Base building,Tracking bugs in our own software
Scheduling projects,Hoping to expand upon how we use it for reporting,10Carolyn GowinsIt's Easy and Efficient!2015-09-17T19:34:05.747ZOur Customer Service Department uses TeamSupport to track all incoming and outgoing calls and emails.,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.,9,We previously used Microsoft CRM to track tickets. TeamSupport has made our Customer Service team much more efficient. We can quickly find tickets and track knowledge base items.
Creating custom reports for management is simple and easy for just about any requirement.
Easy to track support statistics to make business and product decisions.,Zendesk,1 to 5 peopleEdward BellTeamSupport is a trusty and all round solution to Service Desk controls2015-09-17T18:48:03.084ZTeamSupport is currently being used by our technical support team to track and audit issues raised by customers who use our software; we also use the knowledge base and customer portal which we find very useful. Before using TeamSupport we had no audit trail of issues that we were dealing with for clients.,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,9,Definitely increased employee efficiency.
It has improved customer service as we are now able to solve issues quicker using the search functions to locate previous examples of the issue raised.
A concise and auditable record of issues raised by our customers,Freshdesk, Zendesk, ServiceDesk Plus and Desk.com,1 to 5 people,No,Price
Product Features
Product Usability
Positive Sales Experience with the Vendor,I don't think I would change the evaluation processJulian MorganTeamSupport Pros/Cons2015-09-17T17:21:20.039ZFusion uses TeamSupport as an internal and external ticketing system to track client requests. We are using it across the whole organization.,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.,9,Increased employee efficiency
Better customer service
Decreases liability issues due to the documentation it provides,,1 to 5 peopleTyler SmithTeamSupport Performance Review2015-09-17T17:18:16.134ZWe are using TeamSupport as a ticketing system, but also to provide timesheet reporting. It's used mostly in one department to support our customers via email and phone. We are also using it to keep track of any ongoing issues with our product that will require customer contact at a later date.,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,4,Positive- easy to organize tickets with ticket views which improve efficiency
Negative- SLAs don't work properly, making it difficult to know if we're actually hitting targets
Positive- open access improves efficiency by allowing all users to access what they need to.,None,6 to 10 peopleElizabeth SchurdakOne stop shop for Support2015-09-17T16:25:21.330ZOur company uses TeamSupport for two departments. Our support department uses it in chat and email ticket support to address client questions, ideas and concerns. Our development team uses it to track and monitor support representative questions and issues, as well as product development enhancement.,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.,10,Increased visibility into issues.
Faster, more cohesive customer service.,,11 to 25 peopleGwen PierreI can dig it!2015-10-28T14:27:55.577ZEveryone at my company uses TeamSupport. From the CEO for tracking support trends, to the customer service reps to keep track of their own case load, and to track time worked. It's great.,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.,9,Much better tracking of tickets and their priority, and a time stamp, so that we can track how long a ticket has been sitting in the queue.Terrence TichenorTeamSupport : The hidden tool for ITSM and Customer Service!2015-06-11T21:53:09.287ZTeamSupport 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,9,Improvement of customer service
Alignment the process with the business goals
Develop of KPI's for different departments, customers, solutions
Control of releases and versions,Fernando Jiménez MIT PMI SMC ITIL OSA RCV COBIT BPMNThe right middle ground for many small to medium business needing a support system.2015-06-11T20:54:37.815ZTeamSupport lends itself to more than just customer service, in our office we use it to track progress on projects in several departments. We use the ticketing system to track user technical problems in our technology department; we track progress and requirements on extensive paperwork packets for in our service department, and we track efficiency using the reports panel.,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.,10,Better tracking on client files, used in part of a workflow for paperwork.,Salesforce.com,Zendesk,OSTicketRichard BellewTeamSupport for Law Firm IT2015-06-11T20:38:18.706ZAxsmith Law LLC uses TeamSupport as our CRM. Although it is designed as a support desk tool, its flexibility permits our firm to organize and store client data on a cloud such that it is accessible in the court house.
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.,9,Better client service
Replaces paper for old files
The data is always thereChristine Axsmith
Unspecified
TeamSupport
64 Ratings
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