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TeamSupport

TeamSupport

Overview

What is TeamSupport?

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.

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Recent Reviews

TrustRadius Insights

TeamSupport is a versatile software that caters to various departments within an organization, providing solutions for support tracking, …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 11 features
  • Email support (11)
    10.0
    100%
  • Ticket creation and submission (11)
    9.6
    96%
  • Organize and prioritize service tickets (11)
    9.6
    96%
  • Ticket response (11)
    9.6
    96%
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Pricing

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Support Desk

$40

Cloud
Per User per Month

Enterprise

$55

Cloud
Per User per Month

Entry-level set up fee?

  • $2,000 per installation
    Optional
For the latest information on pricing, visithttp://www.teamsupport.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $25 per month
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Product Demos

Customer Support Software Demo

YouTube

TeamSupport Demo (text only)

YouTube

TeamSupport Chinese Demo

YouTube

TeamSupport Demo

YouTube

TeamSupport Product Overview 2022

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

9.1
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

9.1
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

9.7
Avg 7.7
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Product Details

What is TeamSupport?

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 Features

Incident and problem management Features

  • 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

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Additional Features

  • 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

TeamSupport Screenshots

Screenshot of Ticket PageScreenshot of Customer AlertsScreenshot of DashboardScreenshot of Screen & Video RecordingScreenshot of Embeddable Customer PortalScreenshot of Products & VersionsScreenshot of Water Cooler internal collaboration and chatScreenshot of Live ChatScreenshot of Agent RatingsScreenshot of Customer Distress IndexScreenshot of Customer RecordScreenshot of SLA ManagementScreenshot of Task Management

TeamSupport Videos

TeamSupport Integrations

TeamSupport Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationMobile Web
Supported CountriesUS, Canada, UK, Australia, Scandinavia, Europe
Supported LanguagesEnglish

Frequently Asked Questions

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.

TeamSupport starts at $25.

Freshdesk, Zendesk Suite, and Desk.com (discontinued) are common alternatives for TeamSupport.

Reviewers rate Subscription-based notifications and Customer portal and Email support highest, with a score of 10.

The most common users of TeamSupport are from Small Businesses (1-50 employees).

TeamSupport Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)40%
Mid-Size Companies (51-500 employees)52%
Enterprises (more than 500 employees)8%
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Comparisons

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Reviews and Ratings

(77)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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.

Based on user reviews, the most common recommendations for BeanFlumper are to use the self-hosted version, to purchase the product, and to consider company size when deciding if it's worth the investment. Users suggest opting for the self-hosted version of BeanFlumper instead of the cloud version as it provides more control over data and better privacy and security. Many users recommend purchasing BeanFlumper as it effectively handles incoming data, reduces workload, and saves time for staff in organizing data. However, some users believe that BeanFlumper is only worth the cost for companies with over 500 employees, suggesting that smaller companies may not fully benefit from all its features.

Attribute Ratings

Reviews

(26-50 of 57)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
TeamSupport is being used by one department to manage a large workload. It allows specific tasks to be assigned and prioritized among the team, and allows other teams to put in tickets to alert the team that work needs to be done.
  • It is very easy to use.
  • It is efficient.
  • It has plenty of features to allow the tasks to be prioritized and sorted.
  • I have not identified any, but I only use it for a limited function.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The support team uses TeamSupport to log all support calls, emails and bugs. Management uses it to track issues and also monitor support representatives. The reporting features are helpful in determining additional product and operational needs.
  • The ability to build and run reports.
  • We like that customers can provide active feedback on support issues.
  • The Water Cooler feature needs some improvement.
  • There is more downtime and errors than we would like to see from a product that is this mature but it is still within industry standards.
TeamSupport is very well suited for companies offering a SaaS solution or product set. If a desktop application is needed then TeamSupport would not be appropriate.
September 17, 2015

TeamSupport Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
I work with the Technical Customer Support department, we use it to support all of the customers in our organization and track their issues. We use TeamSupport for both help desk inboxes and personal customer support. We also use it to run reports on current issues, track tasks and manage reporting of individuals' progress.
  • Strong reporting options available.
  • Good support team who answer questions quickly.
  • Adding new features to the product.
  • Needs increased use for personal supporting: currently no out of office, backup engineer on issue where they are default support, can't have TeamSupport send an email as the person, have to use a broad alias.
  • Needs more integration with email, ability to work with email APIs to create tickets from personal email, images don't work correctly, can't attach emails in the same ways.
  • Mobile site is not very useful which hurts the ability to support when away from your computer.
Does 90% or greater support happen when anyone can email a single 'help desk' style email address? Then it works very well and most of the features will be great. However if you have single customers contacting single support engineers the TeamSupport tool is not very well suited for this scenario and will require a change in the overall structure of your support workflow.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
TeamSupport 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
The API integration with Salesforce and other software is beneficial and also the Water Cooler and customer chat function. The knowledge base is good as well as the Wiki section and the ability to send customers a link to a Wiki article without giving them access to the entire Wiki is useful. Overall TeamSupport does everything well.
John Clark | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use TeamSupport as our help desk system. It works really nice because it can support multiple product lines. The use of triggers have been very useful for automating tasks. The recent face lift is really nice.
  • 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.
There are features that are lacking in the product. The price of the product is very reasonable.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use TeamSupport to keep track of various bugs and support related issues to our online payment system. It is utilized across the whole company. It addresses a problem we had that allows us to keep track of the vast amount of support requests we get from customers.
  • Ticket Management, you can set due dates for when particular issues need to be resolved by.
  • Knowledge Base, it's nice to be able to simply click on a button and have previous issues populate and give clues as to what could be going on in the current issue.
  • Dashboard Metrics, gives you a quick rundown of everything open and how long it's been open for; as well as average ticket times.
  • Ticket User Interface was easier to navigate before the update a couple weeks ago.
TeamSupport is well suited for the management of currently open service requests and issues. It wouldn't be as easy to use in non-IT related tasking.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Customers make support requests whereby tickets are created in TeamSupport for us to look into and resolve. It is not used by all departments, but mainly by our technicians/customer support and accounting. Tickets created by customers are mainly IT technical issues that need to be resolved. To a lesser degree, purchasing and accounting queries tickets are created too.
  • Tickets created can be linked to email accounts, so you don't have to be logged into the web portal to get notifications and reply to a ticket thread. This can all be done via email, and still tracked in the ticket for reference.
  • Associated tickets and alarms are useful for linking tasks and keeping on track with requests that don't require immediate attention.
  • The layout of the web-portal is user-friendly and easy to use.
  • It would be cool to be able to have more than one person assigned to the ticket. If we have multiple collaboration needed in a ticket, it tends to get bounced around a lot between users. We use the subscribe feature, but its not the ultimate solution.
TeamSupport is very useful in a business environment where customer support is a common occurrence. Quick and easy liaison between customers and technicians is vital in our industry, and having multiple ways for customers to create a ticket (they can log onto our website and submit a request or just send an email to our support address) is a good thing.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
TeamSupport is being used by our organization as a help desk ticket support system. Our IT department uses this software to manage all support requests from all nationwide staff. Personally, I also use it as a quasi project management tool to track jobs from multiple vendors that are all part of an overall project. TeamSupport allows me to link tickets for all these jobs which helps me manage all the communications in one spot. TeamSupport allows our team to smoothly track and assign support tickets based on ticket types and easily create work flows.
  • Easily track support issues
  • Easily assign support issues to specific team members or teams
  • Maintain a knowledge base of past and current issues and procedures
  • Allows the end user who made the request to track and update support requests via portal or email.
  • Create workflows for users and/or teams
  • Fill support for Outlook html including bulleted lists. When updating a ticket from an Outlook HTML email, bulleted lists formatting gets deformed or removed.
I think TeamSupport is well suited for multi-tier organizations that require having multiple support staff that cover multiple departments and/or multiple processes or products.
September 17, 2015

TeamSupport Pros/Cons

Tyler Smith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Fusion 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.
TeamSupport is perfect for tracking client requests. Outside of that I'm not 100% what its other uses could be.
Elizabeth Schurdak | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Incentivized
We 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
If you're using the SLA functionality at all, TeamSupport is good for email based communication for clients. It doesn't handle tickets that start with a phone call very well. It's also good for a team environment, as all users can access all tickets. It's also good for checking ticket history of particular clients.
September 17, 2015

TeamSupport Works

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use TeamSupport for our ITSM needs: incident tracking, change controls and problem management. We also utilize the platform as a repository for customer information/data. It's our call center teams who utilize the application to locate customer data sets and track issues.
  • TeamSupport leadership is actively engaged and participates in customer facing product launches and updates.
  • Their support organization gives us our due attention, when presented with problems. Typically larger companies will not prioritize the level of support due to the size of our company. TeamSupport treats us like we are their largest most important customer.
  • TeamSupport is a forward looking company and they continuously seek to add improvements and new features to their platform.
  • Would like the ability to customize the page with our company branding.
  • The ability for individual users to create custom views to their workspace.
Can TeamSupport be utilized as an asset tracking system?
September 17, 2015

GO TEAMSUPPORT

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our 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!
TeamSupport is perfect for everyday tasks. The program is very well suited to organizing daily duties and addressing short term requests. There is not much we don't put in tickets. Our firm tries to log every action in TeamSupport. The only thing I can think of leaving out of tickets is more internal communication. My team and I typically address private requests/questions outside the realm of tickets.
Damon Pike | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
TeamSupport 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.
I recommend TeamSupport to anyone that I know is looking for a ticketing system. If you need a system to support end users with tickets, purchase TeamSupport.
September 17, 2015

One stop shop for Support

Gwen Pierre | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our 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.
I'm not sure who it would NOT be a good fit for - TeamSupport is a good fit for us.
Jennifer Covill | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
TeamSupport is used in our organization. It helps when we have products that need to be repaired or returned to us. It's a great way to help our customers know the updates on their units and when they should be receiving them back.
  • I think the strengths TeamSupport has are all the features it has to offer. For example, it has groups and reports. These are very useful when working with customers.
  • I don't particularly like when I'm adding in content I can't see everything I've just added. The information is cut off and only shows a portion of what I've just added.
September 16, 2015

TeamSupport Delivers On B2B

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We currently use TeamSupport as the platform for our primary support portal and support ticketing system. Our support team uses TeamSupport to manage client needs and change requests related to the client websites we host.
  • Clean, easily managed interface that allows users to quickly identify and respond to clients. The portal provides a simple and effective way for the client to interact with their tickets and the support team.
  • Native integrations with several other platforms we use daily (Salesforce, JIRA, etc.).
  • Excellent responsiveness from the TeamSupport team around our needs as a client. They are continually working to improve the product and are very open to feedback and suggestions.
  • The portal interface could use some touch-ups - the page constantly refreshes when a user is creating a ticket and updates a field that has hide/show field dependencies. You don't lose any data previously entered, but it does create a jerky experience for the user.
  • Some options/features on outbound emails could be improved - there are several instances where you may have to poke, prod, and cajole emails into doing what you need them to.
  • The reporting suite is effective, but fairly basic. On other platforms I've had the option to summarize and create roll-up reports directly through the ticketing interface. With TeamSupport, I often have to pull the raw data down in a report and then "slice & dice" in Excel to get the metrics I want.
The functionality you get for the price is great. TeamSupport is one of the few CRM/ticketing platforms out there that really strives to meet the needs of a B2B business like ours. Most of the others we looked at were primarily aimed at meeting the needs of a business serving the general public. TeamSupport's focus is definitely oriented around the needs of a business that serves other organizations.
Kristi Quick-Carter | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
TeamSupport is currently being used by two departments in our company Central Applications and Techdocs. We use this to help manage and maintain history of our customer (internal and external) interactions. I love this tool. It is very user friendly once you get to know it. :)
  • Analytic reports are top notch.
  • User friendly.
  • Only issue was a glitch with repeating tickets. Once reported it was resolved within 48 hours.
I think that TeamSupport is suited for anyone that has online support needs.
Caelen McMillan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Since 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.
The aspects that separated TeamSupport from other software packages we were looking into were:

  • 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.
Fernando Jiménez MIT PMI SMC ITIL OSA RCV COBIT BPMN | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

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
If you're a company that is growing this is the perfect option. If you don't want expensive costs with massive solutions this is an excellent option for you.
Score 10 out of 10
Vetted Review
Verified User
TeamSupport 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.
Ticketing systems are normally aligned particularly well for one use, internal or external use. Internal use for tracking internal company issues or external use for supporting customer needs. With TeamSupport you get a system that can be used well for either application. The only real drawback is the price per user model can get expensive.
Christine Axsmith | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Axsmith 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.
If you don't know or understand information systems, you should get someone who does to set it up for you.
June 03, 2015

New user

Frances Summerhill | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
It is being used by our Client Support team. It enables us to keep accurate customer contact records that are easily visible to the entire team.
  • 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.
n/a
December 09, 2014

Team Support supports Us.

Score 10 out of 10
Vetted Review
Verified User
  • Team Support makes it super simple to assign tasks to staff, and to send clients between our Tech Support, Consulting and Custom Service departments.
  • It allows us to track different ticket and status types to see how effective we are.
  • It's great for the tech support team in handling client issues. The other departments need a little more 'sortable' and filterable details - last contact/next contact, for example.
  • Currently the customer database is separate from the contact database so reports are less detailed than they could be.
Score 9 out of 10
Vetted Review
Verified User
  • It allows us to track metrics on what products customers are having issues with, what type of issues and how long it takes to solve an issue. We sell through distribution so we don't usually have a list of end users. With Team Support, anyone who has called in is entered into the database along with what product they are using. We can then use that list to send our Product Advisories or announce major new features.
  • We use the automated features to prompt customers to respond to solutions provided and, after the appropriate number of reminders and days have passed, to automatically close the ticket.
  • There is currently no way to carry on a side conversation within TeamSupport with internal subscribers vs the external. This means we have to use Outlook to carry on a conversation with engineering and then paste their answers back into the ticket to keep a record of what was discussed.
  • Default settings produce a huge amount of emails. While this relatively easy to modify, when you first start using the product it can be a bit overwhelming.
TeamSupport is very customizable in how it looks, what it does and how you interact with it We looked at a half-dozen products before selecting TeamSuport, and we have not been disappointed with our choice at all. Although we have our support divided into 3 regions anyone can access any of the tickets regardless of region if needed. It's extremely flexible in this regard.
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