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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

(1-8 of 8)
Companies can't remove reviews or game the system. Here's why
David Chamberlain | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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.
  • 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.
  • Their mobile application is limited; they need better functionality to get a more efficient response. I hope they can update it soon.
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • 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.
  • 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.
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized

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.

Other solutions that we looked at either 1) were easy to get started with but didn't offer much in terms of customization or 2) required that you spend days and days organizing and customizing the mass amount of features that had to be set up. TeamSupport was the perfect medium between the two!

They also have a mobile app that makes it easy to quickly pull up tickets and find client information while in the field.

  • This platform is easy to get started with and also very easy to customize. You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom workflows, email templates, automation rules, etc.). Out of the box it works great but if there's something you specifically need for your organization, there is undoubtedly a place to configure that in the Admin section.
  • We were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients.
  • I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload.
  • TeamSupport recently released their mobile app (which was needed for some time). While for an initial release, it does provide basic functions that are very helpful in the field, it is in need of updates for additional functionality that is only available in the web version currently.
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.
Ron Johnson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We currently use the TeamSupport product in two departments of our company. These are two completely separate installations because of the nature of the two functions in our company. The first one is an outward facing customer support portal to a technical/engineering audience. The other installation is an internal use where we manage documents coming into our technical documentation group for publication and revisions. All communication for the second installation is all in house.
  • TeamSupport is great at allowing the user to respond much in the way you can in a rich text e-mail tool. Many solutions we had looked at were strictly text based and are hard to follow. With TeamSupport we can have rich content in our responses including formatted data, tables, graphs, pictures and such.
  • TeamSupport is very easy to get going with their sandbox environment in that you can get started with a few simple clicks.
  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
We have been overall very happy with TeamSupport. We have also provided lots of feedback on things were we see need for improvement. The tool is constantly evolving and getting better so we hold hopes that some of the things we didn't like will be addressed some day. Overall the tool is extremely good for customer support whether it's for an internal or external customer base.
September 17, 2015

TeamSupport is a solid tool

Krissy Gray | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use TeamSupport as our main ticketing software to help track tickets and client interaction. It allows us to manage tickets and issues as well as track time, issues, clients, "temperature checks", etc. It also allows reporting on all of these features and graphical representation. My largest complaint is that you can only sort on one level, the search feature must be exact, not keywords, and that the newest update has released several bugs into the system. We use TeamSupport companywide to help manage any issues that arise both internally and externally. We use the knowledge base feature to help track solutions and to save time in the future. We create reports, charts, dashboards, and graphs from the system to help manage and display the important metrics. Our Customer Service Department uses it the most and our clients are able to submit tickets via email. We like the tagging/subscription feature that allows you to follow a ticket without being assigned to it. There's also a group mechanism to allow everyone that would be an expert on that topic to see the tickets associated with those keywords that are tagged or associated to it so fewer items slip through the cracks.
  • Groups and Tagging feature to separate ticket types
  • Subscription and notification ability
  • Severity monitoring
  • Graphs and charts
  • Dashboards
  • Metrics
  • Search feature needs to be less difficult to find items
  • Filtering on multiple layers
TeamSupport is well suited anytime that you need to tack and manage issues either with a client or internally. It helps to keep track of what has been done, what needs to be done, how much time and effort has been spent etc. You can report on everything inside the ticket as well as share it across the board. It allows for escalation and easy visibility internally and externally.
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 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.
Score 8 out of 10
Vetted Review
Verified User
  • Team collaboration via Watercooler ( kind of threaded discussion tool that allows support agents to make comments that can be linked to a ticket, user, customer, or group. Only users or group members can see these comments. This is really useful collaboration tool
  • ORGANIZES collaboration on issues. Organizing was the key problem we were trying to solve with this system. If an issue is reported by a customer, we want to ensure the whole team has access to trying to solve that problem. Maybe one user takes a call from a customer, but that user doesn't have the skills or resources to properly answer the question. Rather than forwarding emails around to everyone, they can log all the info in TeamSupport and assign it to someone else, or collaborate with someone on how to best solve the problem. Secondly, we're also using the system to track development requests, bug reports, and product repairs. In this fashion we always have one go to place where we can see all bugs, repairs, or feature requests. As features sometimes require discussion, now any user can log in and add comments when time allows. Alternatively maybe a bug report comes in that requires a specific user to test.
  • The system provides great tools to track serial numbers, customers issues/reports, repairs, software versions, team reports, and more. There are huge numbers of customization options in order to create a system catered towards a company's needs.
  • Nicely laid out web based app.
  • Not very much granular control of email notifications. The issue here is the sheer volume of email notifications that are generated. Logging an Action to a ticket can trigger an email depending on the user setting. If a customer emails the support address, TeamSupport can be setup to notify a whole group, or a user. If a user logs an action it'll email either the customer and/or a user. Any time a customer replies to a ticket it logs an action and can trigger an email. A user basically has an option to turn all notifications on or off, and also Group notifications on or off.Basically for a busy support desk, this can lead to a lot of email notifications. If a user wants to be a part of two Groups, but only receive notifications for one Group, there's no way to specify this. It's either all or nothing.We've been working with TeamSupport on ideas and they're very receptive, thus I have confidence this will change one day.
  • Customer database is not very feature rich for an individual contact, only feature rich for organizations:The Customer/contact database is organized by Customer, then Contact. Contacts are required to live within a Customer name (aka organization). We have many single Contacts that work for themselves, and thus we're required to create a Company name for each of them. I wish a single Contact somehow automatically acted like a Customer until a second Contact was added.Alternatively we support some very large organizations with lots of Contacts, and features TeamSupport has implemented for Customers don't exist for the Contact itself. We have to separate Contacts into multiple duplicated Customer names in order to take advantage of some features available to Customers and not Contacts.There's no limit to the number of custom fields you can have for a Customer or Contact, but Features like Watercooler, Notes, and ticket organizing tabs are only available per Customer, not per individual Contact.
It's a solid system.
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