Ticket management without the clutter.
September 17, 2015
Ticket management without the clutter.
Score 8 out of 10
Vetted Review
Verified User
Software Version
1.8.0.3618.1922
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.
Using TeamSupport
50 - Customer Support
3 - Understanding of ticketing systems and an ability to learn quickly.
Using TeamSupport
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Ticket management
- Communication with customers
- Updating tickets
- Ticket pages were easier to navigate before the UI update a few weeks ago.