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TeamSupport is a versatile software that caters to various departments within an organization, providing solutions for support tracking, …
Starting at $25 per month
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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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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
Cloud
Per User per Month
Enterprise
$55
Cloud
Per User per Month
Entry-level set up fee?
- $2,000 per installationOptional
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
Product Demos
Customer Support Software Demo
YouTube
TeamSupport Demo (text only)
YouTube
TeamSupport Chinese Demo
YouTube
TeamSupport Demo
YouTube
TeamSupport Product Overview 2022
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Features
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Product Details
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- 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
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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 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.
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
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 40% |
| Mid-Size Companies (51-500 employees) | 52% |
| Enterprises (more than 500 employees) | 8% |
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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!
- 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.
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Reviews
(1-25 of 35)Companies can't remove reviews or game the system. Here's why
August 29, 2021
TeamSupport is the clear choice for Customer Support Teams
TeamSupport is used as our primary ticketing system and main inbox for incoming support emails. The software is used by both our front line customer support team as well as our business development team.
TeamSupport offers multiple stock reporting options that we utilize on a daily basis. They also offer the ability to create custom reports to cater to our individual needs.
Our organization takes great pride in our ability to provide exceptional user support and TeamSupport allows us to put our promise to action and provide the stats to support that claim.
TeamSupport offers multiple stock reporting options that we utilize on a daily basis. They also offer the ability to create custom reports to cater to our individual needs.
Our organization takes great pride in our ability to provide exceptional user support and TeamSupport allows us to put our promise to action and provide the stats to support that claim.
- Reporting: TeamSupport has a large selection of stock reports available, but the ability to create custom reports and have custom fields that we have created included in the reporting is what sets TeamSupport apart.
- User Support: Our interactions with TeamSupport's support staff have been limited, as the software is very easy to use. That being said, when we have had to call or email in-they are very knowledgable and are able to answer our questions or solve our problems quickly.
- Customization: The ability to add custom fields to tickets has been extremely valuable. We have unique reporting needs and need to gather uncommon data points. Through TeamSupport we are able to quickly and easily add whatever fields we need to make sure we gather all the information we need at the point of contact.
- Load Times: TeamSupport seldom experiences outages, which we appreciate greatly, however latency is a common occurrence.
- Searching: Looking for specific tickets is very slow. We use this tool to look for previously reported issues or a specific ticket that we need to reference. The tool is not very intuitive, and usually requires multiple attempts to locate.
- Adding Customers: When adding a customer or point of contact to a ticket you are forced to search the database, which takes a long time. And, if you type more than 6-7 characters, the search clears and you have to start over. Our database isn't so large that this is a deal breaker for us, but it might be for some.
April 20, 2021
It's Easy and Efficient!
Our Customer Service Department uses TeamSupport to track all incoming and outgoing calls and emails.
- User Friendly. It is fast and easy to track calls and emails.
- Reporting capability is endless. It is easy to build graphs and reports to track just about anything.
- The dashboard makes it easy to find exactly what you want to see. It's easy to customize and helps you keep everything organized.
- Not able to stop sending "spam" emails to clients who contact our support department. There is no way for us to stop sending emails notifying clients that a ticket was updated.
- The search feature sometimes gets stuck or does not work.
- The name does not default on the ticket when a known customer calls. Also, when we type the name of a new customer in the search, we have to type it again to add a new customer. This should be automatic.
February 18, 2020
There is no I in TeamSupport but there is in ROI
Our organization has gone through many ideas about what to deploy as a Help Desk software solution. After weighing the Pro's and Con's of various software packages we chose TeamSupport. It has definitely delivered for us in a big way. Most help desk software packages have many similarities but we needed a more robust solution. Having a "self help" customer facing site was also one of our requirements. TeamSupport was able to meet all of our needs and then some.
- Customer facing site and support
- Organizational customization
- Overall great tutorials and features, maybe a bit more in the way of instructional videos
- Reporting choices could have a few more customizations
December 19, 2019
Serviceable option for ticketing and reporting
TeamSupport is used by our Client Services team as a way to create and track service issues for our clients. While other departments are able to access the software, the Client Services department is the primary user. The software not only serves as a channel for customer feedback but also as a reporting tool for our company to track service trends.
- Archiving support tickets are available for reference.
- Reporting tools are available so that we may track volume and trends.
- The search function is clunky and at times not even.
- Software lags at times when ticket number does not reflect the field being displayed.
March 06, 2019
Great Help Desk Ticketing software
We use TeamSupport to manage Support requests for customers that use our software. We are able to track tickets and issues and then communicate back with customers on solutions. TeamSupport helps our organization for tracking and maintaining the communication between our customers and the company. This allows for easy support of our software where we can track every bit of communication.
- Allows communication between customers and our company without the need for personal emails.
- Areas of improvement would be in the user interface and user friendliness.
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.
February 27, 2019
TeamSupport Wins
TeamSupport is used across our business, by many of our departments, to track program issues, tickets from customers and employees (and even prospects). It is also used as a method of tracking and communication across the board. We use it for our knowledge base, where you can find many of our procedures on how to do things, as well as the reports feature, which helps us gather information when necessary.
- Reporting- There are thousands of reports already there, and ones you can customize, or even create.
- Helps sort data easily.
- TeamSupport customer service is always quick and friendly, and willing to help resolve any issue we may incur.
- Customer ticketing system - LOVE this feature. All of our current customers are able to send us tickets, which we can track and add to for any assistance they need.
- The new calendar feature is a little confusing.
- The place to edit a ticket is a lot different and took some getting used to. There are no boxes any longer, so I wasn't aware I had to click a blank space to select something.
- When closing a ticket, and entering the time, there is no easy way to select a time, you can scroll up or down only.
October 10, 2018
New User of a Great Product
TeamSupport is going to allow us to streamline our customer service in a great way. We will have a great way to track and automate our process. It helps that TeamSupport was one of the few B2B focused systems we found!
- Agent Tracking and accountability
- Knowledge Base
- Automated Emails and small time savers.
- UI (I prefer more Trello board)
- Detail of automations
- Cannot be a full business management solution without email marketing capabilities/integrations.
April 15, 2018
TeamSupport Rocks!
I was tasked with choosing and implementing a support ticket system for our company and after many demos and product reviews I decided TeamSupport was a good fit for us. I've received praise for my decision and personally been happy with it since day one. We use it internally, as well as with our external clients. Another huge benefit we can say TeamSupport has provided is accountability. TeamSupport helps us track and research our issues more efficiently, as well as provides us with a great data base of past issues to pull knowledge from.
- Very intuitive
- User friendly interface
- Great for collaboration
- Inventory tracking
- Reports / Auditing
- More reports
June 05, 2017
TeamSupport was great decision for us
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.
September 23, 2015
Real People Taking Care of Real People!
We use TeamSupport to service our clients who use our software application. TeamSupport allows us to offer support tools to our users inside our own software application. This allowed us to build a knowledge base of written and video tutorials of our software for our users, communicate across the board with updates, and provide extra support through email.
- There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
- Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
- As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
- As with any software, there are always ways to improve the functionality of the product. Since I have other screens I work in while using TeamSupport, it would be helpful to have a counter in the tab (similar to an email counter) to tell me how many new tickets are open. This way I can see immediately if a new ticket came in while I am working in another screen.
September 18, 2015
Senior Support Specialists' review
We use TeamSupport to track customer support requests. We also use it to track various tasks in the implementation process. We use it to report time per client for billing purposes. We use it as a tool to help ensure that we are meeting specific clients' requirements of time to respond and time to completion.
- Allows users to manage how they want to view their open tickets.
- Allows for the merging together of tickets for situations when a user inadvertently opens a new ticket.
- Allows for custom reporting.
- I use TeamSupport in Firefox. I don't know whether the issues I experience in Firefox are simply because of the browser, but when a ticket's history starts getting long, I lose the ability to scroll down - the down arrow on the right side of the screen disappears.
- When I hover over a user name in a ticket, the details pop up. This would be OK, except that I can't get them to close without either closing out or refreshing - pretty lame.
- In general, I'd say the issues I've experienced have mostly to do with wonky things about the interface. Again, that might have to do with the fact that I'm using it in Firefox, but it should work properly no matter which browser I'm using.
September 18, 2015
GREAT things so far. Love it.
TeamSuppprt is being used across the organization. We use it to address issues from our clients. We also use it for our customer service center to send a ticket on behalf of a customers' account. It has proven useful as a knowledge base and a records keeping system that is much more easily searched than email!
- Custom everything!
- Layout is slick and easy to read.
- If you need it for a small reason it can do that, if you need it to handle 100's and 100's of new information a day, it can do that too.
- More options for "contacts".
- More user friendly reporting system. The current one is GREAT if you learn it enough.
September 18, 2015
Excellent, Modern, Intuitive Option
TeamSupport is used by our Support, Sales, Development and Training staff. It helps serve as a central, shared database where we can communally track customer interaction including general questions, product use, bugs, enhancements and quality assurance. It addresses our needs for a comprehensive customer support portal, customer-facing knowledge base, internal reference Wiki while allowing for comprehensive tracking of issues through the reporting mechanism.
- The interface is much more intuitive than most of TeamSupport's competitors.
- It is thoroughly customizable to allow for use of terminology that is relevant to my business and staff.
- It is a very efficient product to use. Time is generally saved, not wasted.
- Screen recording, embedding of images and videos is remarkably simple and works very well.
- There are some workflow points that could be improved such as allowing for the ability to work on several new, unsaved tickets at one time.
- There are periodic bouts of slowness or downtime that our staff encounters.
- The reporting mechanism isn't the most intuitive and doesn't always generate the report I'm expecting. I could see this being reviewed and improved.
September 18, 2015
Easy, Breezy Team Support!
TeamSupport is used company-wide by all of our staff to track support issues, enhancement requests, bugs, testing and build our knowledge base.
- Ticket tracking
- Reporting
- Search functionality
- Keyword tagging
- Response time
- Dashboard layout
September 17, 2015
TeamSupport is a solid tool
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
September 17, 2015
Great for ticket tracking and classification!
We use TeamSupport primarily in our client services department for ticket logging and tracking and occasionally for feature request tracking. It helps us to address customer needs in a timely manner and also track their usage of our products. Additionally it helps me to track implementation progress notes for new customers.
- Easy ticket lookup
- Customizable ticket classifications
- Ability to search on keywords
- The ticket submission just got a lot less user friendly with the last update. It used to be easy to add a new action to a ticket, now my eye constantly searches for the little text hyperlink. I do not like this change AT ALL.
- Saved searches would be a huge bonus, it is tiresome to have to set up specific searches and filters I use regularly each time - thus, I have stopped using this feature all together.
September 17, 2015
Casual User, Very Much Like It
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.
September 17, 2015
Ticket management without the clutter.
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.
September 17, 2015
Team Support Solution For Technical Support Teams
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.
September 17, 2015
TeamSupport, Giving support to an organization
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.
September 17, 2015
TeamSupport Pros/Cons
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.
September 17, 2015
TeamSupport Performance Review
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
September 17, 2015
TeamSupport Works
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.
September 17, 2015
GO TEAMSUPPORT
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!