Serviceable option for ticketing and reporting
December 19, 2019

Serviceable option for ticketing and reporting

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TeamSupport

TeamSupport is used by our Client Services team as a way to create and track service issues for our clients. While other departments are able to access the software, the Client Services department is the primary user. The software not only serves as a channel for customer feedback but also as a reporting tool for our company to track service trends.
  • Archiving support tickets are available for reference.
  • Reporting tools are available so that we may track volume and trends.
  • The search function is clunky and at times not even.
  • Software lags at times when ticket number does not reflect the field being displayed.
  • Having past tickets available has made TeamSupport an important training tool for our organization.
  • Being able to create tickets quickly and easily allows us to assist our client more easily and effectively.
TeamSupport's communication for service issues/maintenance are always visible. They also offer many opportunities for training on the software via webinar. Additionally, their support team has been available for coaching and guidance on how to use the software more effectively. They also offer training on creating customized reports to suit our specific organizational needs.

Do you think TeamSupport delivers good value for the price?

Yes

Are you happy with TeamSupport's feature set?

Yes

Did TeamSupport live up to sales and marketing promises?

Yes

Did implementation of TeamSupport go as expected?

I wasn't involved with the implementation phase

Would you buy TeamSupport again?

Yes

Atlassian Confluence, 8x8 X Series (Formerly Virtual Office), Zoom
TeamSupport is nice because it allows our users to create and track service issues for extended periods of time. Additionally, it allows visibility to other users, should they need to add or take over certain issues. It also helps with our internal analytics by tracking issue trends and addressing service issues accordingly.

TeamSupport Feature Ratings

Organize and prioritize service tickets
8
Ticket creation and submission
10
Ticket response
8
Internal knowledge base
8
Customer portal
9
Email support
6