TeamSupport Performance Review
September 17, 2015

TeamSupport Performance Review

Elizabeth Schurdak | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • Ticketing

Overall Satisfaction with TeamSupport

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
  • Positive- easy to organize tickets with ticket views which improve efficiency
  • Negative- SLAs don't work properly, making it difficult to know if we're actually hitting targets
  • Positive- open access improves efficiency by allowing all users to access what they need to.
If you're using the SLA functionality at all, TeamSupport is good for email based communication for clients. It doesn't handle tickets that start with a phone call very well. It's also good for a team environment, as all users can access all tickets. It's also good for checking ticket history of particular clients.