Team Support Solution For Technical Support Teams
September 17, 2015
Team Support Solution For Technical Support Teams
Score 9 out of 10
Vetted Review
Verified User
Software Version
Web
Modules Used
- Web Portal
Overall Satisfaction with TeamSupport
Customers make support requests whereby tickets are created in TeamSupport for us to look into and resolve. It is not used by all departments, but mainly by our technicians/customer support and accounting. Tickets created by customers are mainly IT technical issues that need to be resolved. To a lesser degree, purchasing and accounting queries tickets are created too.
Pros
- Tickets created can be linked to email accounts, so you don't have to be logged into the web portal to get notifications and reply to a ticket thread. This can all be done via email, and still tracked in the ticket for reference.
- Associated tickets and alarms are useful for linking tasks and keeping on track with requests that don't require immediate attention.
- The layout of the web-portal is user-friendly and easy to use.
Cons
- It would be cool to be able to have more than one person assigned to the ticket. If we have multiple collaboration needed in a ticket, it tends to get bounced around a lot between users. We use the subscribe feature, but its not the ultimate solution.
- Customer Service: The search feature is powerful and having all support queries in one location and access to previous tickets is great to be able to see a customers support history.
- Employee Efficiency: Our technicians work in TeamSupport throughout the whole day. Their positions wouldn't be the same without the use of TeamSupport.
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