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.
TeamSupport makes work easy!
TeamSupport is the clear choice for Customer Support Teams
Being able to provide reasonable solutions to our customer's thanks to TeamSupport
TeamSupport is a mediocre ticketing system
It's Easy and Efficient!
There is no I in TeamSupport but there is in ROI
Serviceable option for ticketing and reporting
Great Help Desk Ticketing software
Great for MSP's! Constantly improving their platform. Excellent customer service!
TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We …
TeamSupport Wins
New User of a Great Product
TeamSupport Rocks!
TeamSupport was great decision for us
TeamSupport, a helpful help desk and ticketing software.
I can dig it!
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
- Email support (11)10.0100%
- Ticket creation and submission (11)9.696%
- Organize and prioritize service tickets (11)9.696%
- Ticket response (11)9.696%
Pricing
Support Desk
$40
Enterprise
$55
Entry-level set up fee?
- $2,000 per installationOptional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $25 per month
Product Demos
Customer Support Software Demo
TeamSupport Demo (text only)
TeamSupport Chinese Demo
TeamSupport Demo
TeamSupport Product Overview 2022
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 9.6Organize and prioritize service tickets(11) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7Expert directory(1) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 10Subscription-based notifications(5) Ratings
Users subscribe to notifications for ticket updates
- 9.6Ticket creation and submission(11) Ratings
Users and agents can easily enter new support requests.
- 9.6Ticket response(11) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 8.7External knowledge base(7) Ratings
Customers can self-service by searching through help articles.
- 9.4Internal knowledge base(10) Ratings
Internal knowledge base helps agents answer customers' support questions.
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.
- 10Customer portal(9) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 9Social integration(4) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 10Email support(11) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 10Help Desk CRM integration(7) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
TeamSupport Videos
Watch Customer Support Software that Actually Focuses on the Customer
TeamSupport Integrations
- Slack
- HubSpot CRM
- Oracle Sales
- Azure DevOps Server
- Azure DevOps Services
- Beanstalk
- Mailchimp
- Dropbox
- Zapier
- Salesforce CRM
- Zoho CRM & Reports
- Jira
- Highrise CRM
- CustomerThermometer
- Nicereply
- Rest API
TeamSupport Competitors
TeamSupport Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Mobile Web |
Supported Countries | US, Canada, UK, Australia, Scandinavia, Europe |
Supported Languages | English |
TeamSupport Downloadables
Frequently Asked Questions
TeamSupport Customer Size Distribution
Consumers | 0% |
---|---|
Small Businesses (1-50 employees) | 40% |
Mid-Size Companies (51-500 employees) | 52% |
Enterprises (more than 500 employees) | 8% |
Comparisons
Compare with
Reviews and Ratings
(77)Community Insights
- Business Problems Solved
- Recommendations
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)Casual User, Very Much Like It
- 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.
TeamSupport right for SaaS providers
- 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 Review
- 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.
TeamSupport is a trusty and all round solution to Service Desk controls
- 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
Great price for a good product
- 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.
Ticket management without the clutter.
- 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.
Team Support Solution For Technical Support Teams
- 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, Giving support to an organization
- 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.
TeamSupport Pros/Cons
- 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 Performance Review
- 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
TeamSupport Works
- 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.
GO TEAMSUPPORT
- 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 Transformed Our Support Team
- 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.
One stop shop for Support
- 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.
TeamSupport - Always looking to improve!
- 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.
TeamSupport Delivers On B2B
- 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.
You need reliable support get TeamSupport.
- Analytic reports are top notch.
- User friendly.
- Only issue was a glitch with repeating tickets. Once reported it was resolved within 48 hours.
TeamSupport, support for the whole team!
- 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.
- 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.
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
- 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.
TeamSupport for Law Firm IT
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.
New user
- 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.
Maximum Bang for the Buck
- It allows easy access to tickets from all departments.
- Easy tracking of customer issues.
- Knowledge base articles.
- Does not handle foreign characters in ticket names.
- Still hard to embed pictures.
- Would prefer better formatting tools for text.
Team Support supports Us.
- 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.
Versatile and customizable
- 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.