It's Easy and Efficient!
Updated April 20, 2021

It's Easy and Efficient!

Edward Bell | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Overall Satisfaction with TeamSupport

Our Customer Service Department uses TeamSupport to track all incoming and outgoing calls and emails.
  • User Friendly. It is fast and easy to track calls and emails.
  • Reporting capability is endless. It is easy to build graphs and reports to track just about anything.
  • The dashboard makes it easy to find exactly what you want to see. It's easy to customize and helps you keep everything organized.
  • Not able to stop sending "spam" emails to clients who contact our support department. There is no way for us to stop sending emails notifying clients that a ticket was updated.
  • The search feature sometimes gets stuck or does not work.
  • The name does not default on the ticket when a known customer calls. Also, when we type the name of a new customer in the search, we have to type it again to add a new customer. This should be automatic.
  • We previously used Microsoft CRM to track tickets. TeamSupport has made our Customer Service team much more efficient. We can quickly find tickets and track knowledge base items.
  • Creating custom reports for management is simple and easy for just about any requirement.
  • Easy to track support statistics to make business and product decisions.
We initially were looking at Zendesk and even went as far to purchase one license. After some testing, we realized Zendesk was too focused on emails. Every customer had to have an email address. This would not work with our business process so we began looking for alternatives. We chose TeamSupport because it was easy to use for both emails and phone calls, and we could link our existing phone system to TeamSupport. The price was also very competitive.
It is user friendly and easy to track both calls and emails in an efficient manner. We were also able to link our phone system to TeamSupport so the customer's information pops up when they call from a known phone number.