TeamSupport right for SaaS providers
September 17, 2015

TeamSupport right for SaaS providers

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with TeamSupport

The support team uses TeamSupport to log all support calls, emails and bugs. Management uses it to track issues and also monitor support representatives. The reporting features are helpful in determining additional product and operational needs.
  • The ability to build and run reports.
  • We like that customers can provide active feedback on support issues.
  • The Water Cooler feature needs some improvement.
  • There is more downtime and errors than we would like to see from a product that is this mature but it is still within industry standards.
  • It has improved the follow through on longer term tickets as reminders for aging tickets can be set.
  • Reminders can also be set for customers to make sure that problems are appropriately fixed.
I belive that ticket tracking service of Salesforce was another name when we evaluated it but TeamSupport provides a robust solution that works with SaaS providers at a fraction of the cost.
TeamSupport is very well suited for companies offering a SaaS solution or product set. If a desktop application is needed then TeamSupport would not be appropriate.