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 User
Unspecified
TeamSupport
64 Ratings
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