Item: TeamSupport
Rating: 8
Author: Krissy Gray

Use Cases and Deployment Scope

We use TeamSupport as our main ticketing software to help track tickets and client interaction. It allows us to manage tickets and issues as well as track time, issues, clients, "temperature checks", etc. It also allows reporting on all of these features and graphical representation. My largest complaint is that you can only sort on one level, the search feature must be exact, not keywords, and that the newest update has released several bugs into the system. We use TeamSupport companywide to help manage any issues that arise both internally and externally. We use the knowledge base feature to help track solutions and to save time in the future. We create reports, charts, dashboards, and graphs from the system to help manage and display the important metrics. Our Customer Service Department uses it the most and our clients are able to submit tickets via email. We like the tagging/subscription feature that allows you to follow a ticket without being assigned to it. There's also a group mechanism to allow everyone that would be an expert on that topic to see the tickets associated with those keywords that are tagged or associated to it so fewer items slip through the cracks.

Pros and Cons

Groups and Tagging feature to separate ticket types
Subscription and notification ability
Severity monitoring
Graphs and charts
Dashboards
Metrics

Search feature needs to be less difficult to find items
Filtering on multiple layers

Return on Investment

Allows us to monitor response time to help decrease that and improve customer support
Help with monitoring tasks that need work and not to allow as much to get lost
Keep everyone up to date on what is needed/done

Alternatives Considered

JIRA

JIRA is used more for development and for agile project managing. We personally use JIRA in other departments and for different tracking and management needs. TeamSupport is more user friendly to the typical user and overall provides more of what we need in a ticketing system for our regular employees (not developers).

Likelihood to Recommend

TeamSupport is well suited anytime that you need to tack and manage issues either with a client or internally. It helps to keep track of what has been done, what needs to be done, how much time and effort has been spent etc. You can report on everything inside the ticket as well as share it across the board. It allows for escalation and easy visibility internally and externally.

Users and Roles

60 - We have around 60 employees that use it and most of our external clients are able to use TeamSupport in some manner to submit tickets. In reality we have hundreds of people who are using or relying on TeamSupport on a daily basis for us. They range from Development, IT, Implementation, Sales, Clients, Project Managers, and Customer Service.

Support Headcount Required

50 - We have several people who support TeamSupport internally. Pretty much all of our staff have some sort of task to track in TeamSupport and have supported a client (internal or external) for a ticket that was submitted. I would say that most any computer user can use TeamSupport without an insane amount of training.

Business Processes Supported

Client submitting tickets
Organizing cases to send to development with documentation
Internal issue that needs assistance through IT/Development

Innovative Uses

Tracking time to contact clients from initial entering of the ticket
Tracking development need
Measuring important metrics

Future Planned Uses

Mapping turn around time
Implementation Tracking for all tasks
Project Management for all projects

Likelihood to Renew

We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.

Products Replaced

Key Differentiators

Price
Product Features
Product Usability
Prior Experience with the Product

I think that the features and usability were the most important two. Of course price also played a part as we wanted the best and most efficient tool for the price. I think that our prior experience when testing TeamSupport and our ongoing relationship with TeamSupport Customer Service ensures our continual renewal.

Evaluation Lessons Learned

I think that we would run a few trial/scenarios through a little better than we did. When we first started looking for a ticketing solution we did not envision the flow and all the ways that we would utilize it. Luckily for us Teamsupport has grown really well as we have grown.

Implementation Rating

I put a 7 as I am unable to answer this question accurately. I was not a part of the implementation process for TeamSupport within my company. I started a year or so after this product was in use for our company and thus have no input on the implementation process. I have not heard many negative remarks that I can recall.

Implementation Details / Implementation Partner

Don't know

Change Management Lessons

Not sure - TeamSupport was implemented for our company before I started. I believe we have been using it for 3+ years but I have only been with the company around 2. I cannot answer questions about the implementation based on information that I was not around to have a first hand interaction with.

Support Rating

I believe that overall the TeamSupport customer service department is able to respond relatively quickly and most of the time in a satisfactory manner. They are polite and help with the issue until resolution or escalation occurs. They are also thorough and a good partner to have during times of version upgrades.

TeamSupport Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Support cares about my success	None

Exceptional Examples of TeamSupport Support

When the newest version release introduced several issues and rendered TeamSupport unusable we called and reported the issues immediately. They called us back and escalated the ticket as needed to ensure we were able to log in and use TeamSupport as initially intended. The items that required development were documented and reported properly.

Usability

Fixing the filtering, searching, and ability to use the ticketing system on a mobile would sky rocket my rating to a 10. I honestly have very little negative to say about TeamSupport and it makes my day to day management better. I would like to have a way to group my tickets or the tickets assigned to me without affecting how others see them (like a folder system).

Usability Pros and Cons

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

TeamSupport is a solid tool

Software Version

Overall Satisfaction with TeamSupport