TeamSupport Transformed Our Support Team
September 17, 2015

TeamSupport Transformed Our Support Team

Damon Pike | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Most Current

Modules Used

  • Enterprise

Overall Satisfaction with TeamSupport

TeamSupport is used as an internal ticket support program and is rolling out to our end user clients at the end of September. The program has addressed a long time need of support tracking and accountability of our support staff.
  • Ease of Use. TeamSupport is very well laid out and is obviously being designed by people that have their customers in mind. I can find what I need quickly and have found none of the customizable features to be confusing.
  • TeamSupport supports their clients well. Anytime I need help, they are an email or phone call away and I receive prompt, if not immediate assistance.
  • TeamSupport integrates with our Salesforce CRM well. The integration was as easy as entering a token and then choosing the fields I want to sync to Salesforce. The initial import of data from Salesforce did not give me all of my customers, but that was because of how I had Salesforce set up and after talking to TeamSupport and making a few changes, we restarted the data import and it has been smooth sailing ever since. Now my Sales Staff can see what is happening on the ticket side of their accounts without having to ask, because TeamSupport automatically updates Cases in Salesforce. Very well done feature.
  • The Live Chat feature is something that I have not had a lot of time to play with and does not seem as easy to use as the standard ticketing features in TeamSupport. There are a few too many clicks for my liking, but that could also be a training issue and my lack of time on this side of the program.
  • No other thoughts on this.
  • Increased employee efficiency. Increased accountability. Exponentially better customer service.
We looked at two other systems and I can not honestly remember their names at this point. TeamSupport was heads above their competitors and it was not a hard decision to make, once we saw the TeamSupport demo.
I recommend TeamSupport to anyone that I know is looking for a ticketing system. If you need a system to support end users with tickets, purchase TeamSupport.

Using TeamSupport

4 - Systems Administrator - Background and Tenant Screening, Systems Administrator - Lending Solutions, Client Relations Director - Background and Tenant Screening, Client Support Advocate - Lending Solutions
2 - Basic knowledge of company infrastructure to set up the system and the ability to read and follow directions. TeamSupport is not hard to use and I'm fairly certain that my 12 year old daughter could use the system. Very Intuitive.