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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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
  • It does so many good things - it allows you to input a call, work it all the way through to the end, with a clear picture of what's gone on and who's touched it.
  • It allows you to customize your dashboard to your liking.
  • Report creation is simple.
  • Communication in and out of TeamSupport is a breeze. You can either send an email from within TS or you can send an email through your email account and it'll insert a comment into the ticket for you. No more having to do double work.
  • I think the search engine could allow a little more flexibility, but it does work well. Sometimes we don't know exactly how the user has titled an issue so we have to do random text searches. I'd be super nice for the engine to search on all words within that title.
  • We spend about 50% less time handling/documenting calls/issues now with TS.
It has met all of our needs. Why get rid of a good thing?
15
Customer Service
Development
Management
1
  • We use it to track incoming calls.
  • We use it to track development issues.
  • We use it as a communication tool between us and our customers.
  • We use it as a communication tool between employees within our company.
We used a homegrown piece of software.
  • Implemented in-house
We started slow. Opened it up to a few, and then added more later. Started with sections of TS and then added more as we were comfortable.
  • Online training
  • Self-taught
It was ok. I wouldn't recommend this method to anyone unless you have someone within your company that has been trained and you can go to them for assistance.
When I've had to contact them, they're very punctual and turn fixes around super quick.
I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it.

But the portal offers great tools and guides on workarounds.
It's hardly ever down and when it is, I'm usually asleep.
Does lag some occasionally but that could be the local connection.
  • No.
September 06, 2013

Team Support Review

Carrie French | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • It gives a central location for updating any information on a site we have in the database. Team Support is the primary program used throughout the company.
  • It has greatly improved the communication efforts throughout the company which operates in muliple states as well as employees that work remotely.
  • Slow response time (not responding due to large script).
  • Keeping our company connected with our customers and remote employees. Faster updating and response times.
Best program we have used so far in tracking the 3000+ sites and their customers that we manage.
Team Support is a great program especially the fact that it's web-based. You can access what you need from anywhere, as long as you can connect to the internet. This is great for our company due to the large number of remote employees that we have.
  • All tracking of customer support, commissioning, IT, workflow, etc. Central location for ALL daily operations of the company.
SDSHD6 Helpdesk.
  • Don't know
Very satisfied.
  • Online training
  • In-person training
  • Self-taught
Able to get hands on training and ask questions.
Simple and easy to follow.
I took online training and had personal training as well. I would not recommend anyone to self-train right away. There is not much you can mess up with this program, but it is a good idea to get an idea of what the system offers before starting to use it.
Always there with answers when we have questions.
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.
  • Organizing support data.
Zoho
Zendesk
Sysaid
Freshdesk
Spiceworks
Kayako
Gotoassist
Jiru
Salesforce
so many more....

We took our time and looked at many solutions on the marketplace. Some failed due to lack of mobile support. Some failed due to lack of email support. We preferred a web based solution, but didn't want to throw out the idea of alternates. Pricing was always a concern. The first quarter of the evaluation process was spent trying to learn what features exist in any help desk. As we started learning what was available we added them to a list. Each feature was listed as a "Must have," "Would be nice to have," and "Not Needed."

TeamSupport ranked best in our evaluations overall . It was high on our list in the beginning, but failed due to the slow interface. Before committing, six months later we took a look at it again and the interface speed had been significantly improved. We also noticed many features had been added, which were way more than any competitors.

TeamSupport ultimately offered the best feature set for the price, was web based, and we liked the idea of a small team in Texas being dedicated to developing the product. We still see them continuing to work towards improving the product, and really like their willingness to listen to the customer. Their support was on par with what we offer to our customers, their features were customizable to our needs, and TeamSupport has some powerful features not offered by any other help desk.
11
Technical and product support.
Product development.
2
  • Centralized place for support questions.
  • Creates one organized place for everything related to support and development.
  • Provide a geographically dispersed team one go-to place for everything
Because we believe there's always room for improvement in any product.
No
  • Implemented in-house
Allow sufficient testing time before deployment.
  • Online training
  • Self-taught
Not much training was offered, but it was always provided when we requested it.
A brief online training is a significant help. There is a learning curve, but this is related to customization options. As customization was very important to us, the learning curve was part of trying to customize the system.
They're a help desk software, thus they offer superb support themselves!
Easy to access form anywhere.
Easy to communicate with the team.
I don't recall ever not being able to login
It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection.
  • Highrise.
  • Facebook.
Easy. TeamSupport is natively integrated with these products and TeamSupport has help documentation available.
  • Yes.
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