Amazing Help Desk in the Cloud!
Updated November 26, 2014

Amazing Help Desk in the Cloud!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

1.6.9

Modules Used

  • Knowledge Base
  • Chat
  • Email handler
  • Basic Portal
  • Advanced Portal

Overall Satisfaction with TeamSupport

Pros

  • 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.

Cons

  • 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?

Using TeamSupport

15 - Customer Service
Development
Management
  • 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.

Evaluating TeamSupport and Competitors

We used a homegrown piece of software.

TeamSupport Implementation

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.
  • Implemented in-house

TeamSupport Training

  • 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.

TeamSupport Support

When I've had to contact them, they're very punctual and turn fixes around super quick.

Using TeamSupport

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.

TeamSupport Reliability

It's hardly ever down and when it is, I'm usually asleep.
Does lag some occasionally but that could be the local connection.

Integrating TeamSupport

Comments

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