Senior Support Specialists' review
September 18, 2015

Senior Support Specialists' review

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with TeamSupport

We use TeamSupport to track customer support requests. We also use it to track various tasks in the implementation process. We use it to report time per client for billing purposes. We use it as a tool to help ensure that we are meeting specific clients' requirements of time to respond and time to completion.
  • Allows users to manage how they want to view their open tickets.
  • Allows for the merging together of tickets for situations when a user inadvertently opens a new ticket.
  • Allows for custom reporting.
  • I use TeamSupport in Firefox. I don't know whether the issues I experience in Firefox are simply because of the browser, but when a ticket's history starts getting long, I lose the ability to scroll down - the down arrow on the right side of the screen disappears.
  • When I hover over a user name in a ticket, the details pop up. This would be OK, except that I can't get them to close without either closing out or refreshing - pretty lame.
  • In general, I'd say the issues I've experienced have mostly to do with wonky things about the interface. Again, that might have to do with the fact that I'm using it in Firefox, but it should work properly no matter which browser I'm using.
  • I am simply a user - I have no idea about the ROI. I can say that it does help me keep track of issues and to keep everything related to any given issue all in one ticket.
Previous to TeamSupport, we used a product called Request Tracker (RT.) It had absolutely no way for sorting or organizing tickets, so TeamSupport is definitely a better product in that regard.

I was not involved in the TeamSupport selection process, so I can't speak to that.
I have no idea how good it is at integrating with other systems, but that might be a good question to ask.