Great for MSP's! Constantly improving their platform. Excellent customer service!
March 01, 2019

Great for MSP's! Constantly improving their platform. Excellent customer service!

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

Overall Satisfaction with TeamSupport

TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We tried several different management platforms and found that TeamSupport was simply the easiest both to get started with, and to customize to our particular needs.

Other solutions that we looked at either 1) were easy to get started with but didn't offer much in terms of customization or 2) required that you spend days and days organizing and customizing the mass amount of features that had to be set up. TeamSupport was the perfect medium between the two!

They also have a mobile app that makes it easy to quickly pull up tickets and find client information while in the field.

Pros

  • This platform is easy to get started with and also very easy to customize. You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom workflows, email templates, automation rules, etc.). Out of the box it works great but if there's something you specifically need for your organization, there is undoubtedly a place to configure that in the Admin section.
  • We were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients.
  • I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload.

Cons

  • TeamSupport recently released their mobile app (which was needed for some time). While for an initial release, it does provide basic functions that are very helpful in the field, it is in need of updates for additional functionality that is only available in the web version currently.
  • TeamSupport has streamlined our operations by providing agents with easy to view ticket priorities.
  • The platform has improved communication between internal agents as well as between our company and clients.
TeamSupport provides an easy to set up, easy to manage ticketing platform for our company. While SolarWinds and ConnectWise offer more bells and whistles, they also require a great deal of setup and configuration and more time managing. TeamSupport also comes in a very competitive price point against the others.
TeamSupport is perfect for IT organizations looking to implement help desk solutions for clients. The client portal allows users to submit tickets. Additionally they can email in support tickets and/or create tickets via the chat session.

TeamSupport Feature Ratings

Organize and prioritize service tickets
10
Subscription-based notifications
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
8
Internal knowledge base
10
Customer portal
10
Social integration
5
Email support
10
Help Desk CRM integration
3

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