TrustRadius Insights for TeamSupport are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
TeamSupport is a versatile software that caters to various departments within an organization, providing solutions for support tracking, customer communication, and accountability. With its chat and email ticket support features, the support department can efficiently address client questions and concerns. The development team benefits from TeamSupport's ability to track support representative questions, monitor product development enhancement, and ensure efficient collaboration. Users have praised TeamSupport for its flexibility and ease of use, surprising them with its capabilities. Its stability and reliable support have been commended, making it a valuable tool for companies with growing needs. The constant updates that add value to the product ensure that users have access to a constantly evolving tool. Not only does TeamSupport assist in tracking progress on projects in various departments, but it also helps manage customer repairs, returns, and other technical problems.
Axsmith Law LLC has found great value in using TeamSupport as a CRM tool for organizing and storing client data on the cloud, making it accessible from anywhere, including the courthouse. Real Pro Systems decided to replace their outdated CRM system with TeamSupport to track customers' support work orders through to completion. The software supports multiple product lines and automates tasks through triggers, enhancing user experience. TeamSupport serves as a central database for tracking customer interactions, bugs, enhancements, and quality assurance across different teams within an organization. It offers exceptional user support through features like a primary ticketing system, stock/custom reporting options, help desk functionalities, and a central knowledge base for future reference. By meeting company needs with self-help customer-facing sites and providing insights into support requirements and issue management, TeamSupport has proven to be an invaluable asset. IT help desk organizations find ease of use and customization options in TeamSupport's web-based solution, which even includes a mobile app for accessibility in the field. The software allows tracking of customer support requests, tasks in the implementation process, time spent per client for billing purposes, and incoming calls and emails. Its search functionalities and knowledge base save time and improve efficiency while providing a clean and organized work environment. Users appreciate TeamSupport's ability to generate reports, charts, dashboards, and graphs that display important metrics. The software also offers features like tagging/subscription, allowing users to follow tickets without being assigned to them, ensuring no items slip through the cracks. After careful consideration of various software packages, many organizations have chosen TeamSupport as a robust solution that meets their needs in terms of support tracking, customer communication, documentation, organization of support calls, and addressing customer requests. Users have found that TeamSupport helps them stay on top of support trends, case load, and time worked by various roles within their organization, including the CEO, customer service reps, and support engineers. TeamSupport has also proven to be an effective tool for managing and maintaining customer interactions and history. It serves as a ticketing platform for support requests, workflow initiation, and customer documentation through its Knowledge Base. This centralized shared database ensures that all staff members in departments such as Support, Sales, Development, and Training have access to important information related to customer interaction, bugs, enhancements, and quality assurance. The software's capabilities extend beyond customer support. It is used by Fusion as an internal and external ticketing system to track client requests throughout the entire organization. Additionally, TeamSupport is utilized for IT service management needs such as incident tracking, change controls, and problem management. Its flexibility allows teams to streamline processes by smoothly tracking and assigning support tickets, prioritizing tasks, and creating workflows. This makes it a valuable tool for B2B-focused organizations that prioritize efficient customer service. Despite its many advantages, some users have mentioned limitations in TeamSupport's sorting capabilities and search feature. They note that sorting is limited to only one level and the search functionality requires exact matches. Nonetheless, these drawbacks are overshadowed by the software's overall effectiveness in providing solutions for support tracking, accountability, communication, organization of support calls, and knowledge sharing. In summary, TeamSupport has become a vital asset for many organizations in addressing their customer support needs. Whether it's tracking client requests, maintaining communication history, organizing customer data on the cloud or streamlining processes with ticketing systems and workflow management - TeamSupport offers a comprehensive solution that enhances efficiency across various departments.
We are a Long Term TeamSupport Client - our partnership as two organizations establishing our own business goals and objectives has been amazing. TeamSupport is receptive and understands the challenges we face. I am so impressed with their new Product Roadmap - I think great things are coming! Highly Recommend.
Pros
Innovation - Answering the Call of the Market
Receptive - Every client is different - they listen to understand
Cons
Innovation - their pause to gain stability was noticeable last year - their roadmap as a result is exciting
Some areas in the ticketing portion are "clunky" they dont save - they are quirky. We have said this for years - they are inconsistent and hard to pin point - hoping this improves with the new UI
Likelihood to Recommend
I think TeamSupport is adding new functionality - It is exciting and innovative. The pricing structure feels very nickel and dimed with an a la Carte add on model vs. a bundle. This is one area I think they could do better and the reason for a 9. IF the roadmap proves to be what we hope - that is also on our radar of thought.
We interact via email thanks to TeamSupport, obtaining a stable and honest conversation with our customers; it has very effective and complete ticket templates, which avoids excessive information questions and excellent help desk software with a reasonably simple configuration that establishes and ensures excellent communication.
Pros
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.
Cons
Their mobile application is limited; they need better functionality to get a more efficient response. I hope they can update it soon.
Likelihood to Recommend
It is recommended for any company because it generates a lot of customer satisfaction and the ease of organizing the tickets, thus saving time to invest it more effectively in other areas that likewise contribute positively to optimize results.
We currently use TeamSupport as our ticketing platform to support our customers. The customers can open support requests and the appropriate workflow is initiated. We also use TeamSupport Knowledge Base for customer documentation. Our Support Engineers, Client Success Specialists, and other members of the team are assigned tickets for their work. TeamSupport helps us manage our customers and our application.
Pros
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.
Cons
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.
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.
Our organization has gone through many ideas about what to deploy as a Help Desk software solution. After weighing the Pro's and Con's of various software packages we chose TeamSupport. It has definitely delivered for us in a big way. Most help desk software packages have many similarities but we needed a more robust solution. Having a "self help" customer facing site was also one of our requirements. TeamSupport was able to meet all of our needs and then some.
Pros
Customer facing site and support
Organizational customization
Cons
Overall great tutorials and features, maybe a bit more in the way of instructional videos
Reporting choices could have a few more customizations
Likelihood to Recommend
If you are looking for a robust, efficient experience in your help desk software then this is the way to go. All of the customization features will allow you to set the system up to best compliment your core support teams. Being able to review past communications from end users and team members allows us to review how we do business. Proper communication is key and these functionalities make our job easier. Being able to review how our teams function, communicate, and support our customer base is an ongoing process and this software gets it done.
TeamSupport is used by our Client Services team as a way to create and track service issues for our clients. While other departments are able to access the software, the Client Services department is the primary user. The software not only serves as a channel for customer feedback but also as a reporting tool for our company to track service trends.
Pros
Archiving support tickets are available for reference.
Reporting tools are available so that we may track volume and trends.
Cons
The search function is clunky and at times not even.
Software lags at times when ticket number does not reflect the field being displayed.
Likelihood to Recommend
TeamSupport is nice because it allows our users to create and track service issues for extended periods of time. Additionally, it allows visibility to other users, should they need to add or take over certain issues. It also helps with our internal analytics by tracking issue trends and addressing service issues accordingly.
VU
Verified User
Professional in Customer Service (51-200 employees)
We 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.
Pros
Allows communication between customers and our company without the need for personal emails.
Cons
Areas of improvement would be in the user interface and user friendliness.
Likelihood to Recommend
This is essential for our business operations, due to how much it helps us communicate and assist our customers. TeamSupport is mostly applicable to our Support department, as we communicate with customers on a daily basis and TeamSupport helps to facilitate and track that communication. It is also transparent for other individuals in the company where they can see and review the communication.
<p>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. </p><p>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! </p><p>They also have a mobile app that makes it easy to quickly pull up tickets and find client information while in the field.
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Pros
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.
Cons
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.
Likelihood to Recommend
TeamSupport is perfect for IT organizations looking to implement help desk solutions for clients. The client portal allows users to submit tickets. Additionally they can email in support tickets and/or create tickets via the chat session.
VU
Verified User
Executive in Information Technology (1-10 employees)
TeamSupport 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.
Pros
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.
Cons
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.
Likelihood to Recommend
TeamSupport works very well as a contact/support teams primary method for tracking customer interaction. It's reporting and customization options are excellent.
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.
TeamSupport 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!
Pros
Agent Tracking and accountability
Knowledge Base
Automated Emails and small time savers.
Cons
UI (I prefer more Trello board)
Detail of automations
Cannot be a full business management solution without email marketing capabilities/integrations.
Likelihood to Recommend
TeamSupport is great for using when you're in a B2B scenario. The knowledge base helps deter oncoming questions and keep the customer support team focused.
Our 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!
Pros
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.
Cons
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).
Likelihood to Recommend
TeamSupport is great to keep my entire team in line with our customers. It gives us easy access to our knowledge base articles which also help us assist our clients. When a customer would like to talk about a potential integration with another system (like a clearinghouse/biller) we will generate a ticket with the information for our developer to reach out to speak with the other company.
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!
