Ticket management without the clutter.
September 17, 2015

Ticket management without the clutter.

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Modules Used

  • Ticketing System

Overall Satisfaction with TeamSupport

We use TeamSupport to keep track of various bugs and support related issues to our online payment system. It is utilized across the whole company. It addresses a problem we had that allows us to keep track of the vast amount of support requests we get from customers.
  • Ticket Management, you can set due dates for when particular issues need to be resolved by.
  • Knowledge Base, it's nice to be able to simply click on a button and have previous issues populate and give clues as to what could be going on in the current issue.
  • Dashboard Metrics, gives you a quick rundown of everything open and how long it's been open for; as well as average ticket times.
  • Ticket User Interface was easier to navigate before the update a couple weeks ago.
  • Employee Efficiency
  • Aids in customer service.
Less customizability, but much less expensive to implement. The web based architecture is a benefit to TeamSupport, the last version of Remedy I used required a locally installed copy. TeamSupport also has a minimalistic user interface which results in a smaller learning curve compared to the competition. I can't comment on the reporting or management features.
TeamSupport is well suited for the management of currently open service requests and issues. It wouldn't be as easy to use in non-IT related tasking.

Using TeamSupport

50 - Customer Support
3 - Understanding of ticketing systems and an ability to learn quickly.

Using TeamSupport

Simple and easy to use
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Ticket management
  • Communication with customers
  • Updating tickets
  • Ticket pages were easier to navigate before the UI update a few weeks ago.