Overall Satisfaction with TeamSupport
Since our company has grown, we've needed to find a way to document and organize our support calls. We used to get by with emails, but with the increase in volume, it became clear that a formal ticketing system would be required. We've now been using TeamSupport across all departments for a few months now and it's made issue management much easier. We were all able to pick up the software very quickly and have made the transition virtually seamlessly. Less calls slip 'through the cracks' and we can keep an eye on which customers are requiring more support than others and whether we need to address the issue by coming up with customized resolutions for those customers. We can also identify the quantity of certain TYPES of issues and decide if it's something that requires more attention in addressing.
- Quick updates to log new information on tickets. This is nice if you're on the phone or just tried to contact someone and need to make a quick note about an open ticket.
- Custom ticket views, as many of us wear many 'hats' and cross department lines. Now, I can create ticket views for normal and IT support. I can also set time restraints for when I change roles throughout the day based on the time of day.
- Integrated with our email practices and creates tickets automatically without requiring the customers to interface with a GUI. This is arguably the most important and underrated feature. If there's anything worse than implementing a new software, it's making the customers assimilate YOUR changes into THEIR workday. Now, the customer can do nothing more than what they'd normally do... send an email to support or call us and leave a message.
- The most glaring issue is if a customer replies to an issue that is 'connected' to a previous ticket. It forces us to remove the unwanted content and create a new ticket from scratch. However, the upside of customers updating the ticket simply by replying, is worth it overall.
- The ticket merging tool is also a little clunky. The 'winner' and 'loser' aspect isn't the most efficient.
- The ability to split a ticket would be really nice too. Sometimes customers send multi-part emails and we'd want it listed as two different tickets.
- Increased documentation speed and ease
- Less missed calls and follow ups with customers
I did not evaluate any specific competitors. I was involved with the discussion as to why it was chosen.
The aspects that separated TeamSupport from other software packages we were looking into were:
- Linking ticket creation to emails from customers.
- Ability to catalog and reference old tickets with key terms and aggregate data to create high-level views to see where our support team is spending the most time/effort with customers.