TeamSupport is the clear choice for Customer Support Teams
Updated August 29, 2021

TeamSupport is the clear choice for Customer Support Teams

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TeamSupport

TeamSupport is used as our primary ticketing system and main inbox for incoming support emails. The software is used by both our front line customer support team as well as our business development team.

TeamSupport offers multiple stock reporting options that we utilize on a daily basis. They also offer the ability to create custom reports to cater to our individual needs.

Our organization takes great pride in our ability to provide exceptional user support and TeamSupport allows us to put our promise to action and provide the stats to support that claim.
  • Reporting: TeamSupport has a large selection of stock reports available, but the ability to create custom reports and have custom fields that we have created included in the reporting is what sets TeamSupport apart.
  • User Support: Our interactions with TeamSupport's support staff have been limited, as the software is very easy to use. That being said, when we have had to call or email in-they are very knowledgable and are able to answer our questions or solve our problems quickly.
  • Customization: The ability to add custom fields to tickets has been extremely valuable. We have unique reporting needs and need to gather uncommon data points. Through TeamSupport we are able to quickly and easily add whatever fields we need to make sure we gather all the information we need at the point of contact.
  • Load Times: TeamSupport seldom experiences outages, which we appreciate greatly, however latency is a common occurrence.
  • Searching: Looking for specific tickets is very slow. We use this tool to look for previously reported issues or a specific ticket that we need to reference. The tool is not very intuitive, and usually requires multiple attempts to locate.
  • Adding Customers: When adding a customer or point of contact to a ticket you are forced to search the database, which takes a long time. And, if you type more than 6-7 characters, the search clears and you have to start over. Our database isn't so large that this is a deal breaker for us, but it might be for some.
  • TeamSupport has allowed us to provide tangible evidence behind our SLA which is one of our major selling points as an organization.
  • We have had several instances where customers state that they are unable to receive emails sent from TeamSupport because their spam filter/quarantine flags and removes them. We are also unaware of any unreported individuals who might interpret the inability to receive our correspondence as unresolved or unresponsive.
TeamSupport is the clear leader for Customer Support software. I've used numerous other software that pales in comparison. There are aspects of the software that could use improvement, like the overall speed of the system, but we are happy with the software and I don't anticipate making a change anytime soon.
TeamSupport works very well as a contact/support teams primary method for tracking customer interaction. It's reporting and customization options are excellent.

I could see in a busier environment that latency and slower moving portions of the software could become a hindrance. If latency and search functionality were refined, I think this would be an ideal software for nearly all applications.

TeamSupport Feature Ratings

Organize and prioritize service tickets
Subscription-based notifications
Ticket creation and submission
Ticket response
External knowledge base
Not Rated
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration