Item: TeamSupport
Rating: 6
Author: Verified User

Overall Satisfaction with TeamSupport

Use Cases and Deployment Scope

TeamSupport has grown from being used by just the Tech Support department to the rest of the company where I work. We use it to track customer information and that can range from technical details about the servers they have to other pieces of information like contacts at the site or the address of the site. We mainly use it to manage tickets for any requests that come in from the customer.

Pros and Cons

Pros

Capturing ticket information well
Associating contacts to tickets
Email to ticket function helps streamline things

Cons

I'm a keyboard person and avoid the mouse so having shortcuts to maneuver through the tickets would be nice to help streamline things more

Return on Investment

It's definitely faster and more efficient than our old tool

Alternatives Considered

RTI Customer Software and Microsoft CRM tool

My previous manager selectd TeamSupport as I was not really involved in that decision. This does stack up better than the others as it has more functionality and one thing I like is that it has an email to ticket function which allows for a more streamlined workflow.

Likelihood to Recommend

I think TeamSupport is well suited for the clients we support, at least to track customer tickets and such. It does get a little challenging as we're a software company and don't have the ability to capture version history and when things were upgraded. There are ways to hack this info in, but retrieving it would be a relative challenge.

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TeamSupport Review

Software Version

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