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There is no I in TeamSupport but there is in ROI
February 18, 2020

There is no I in TeamSupport but there is in ROI

Eric Krueger | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TeamSupport

Our organization has gone through many ideas about what to deploy as a Help Desk software solution. After weighing the Pro's and Con's of various software packages we chose TeamSupport. It has definitely delivered for us in a big way. Most help desk software packages have many similarities but we needed a more robust solution. Having a "self help" customer facing site was also one of our requirements. TeamSupport was able to meet all of our needs and then some.
  • Customer facing site and support
  • Organizational customization
  • Overall great tutorials and features, maybe a bit more in the way of instructional videos
  • Reporting choices could have a few more customizations
  • By creating more efficient support methods we are able to handle more support requests faster
  • The overall organization and process has given us a huge ROI by cutting per ticket support cost
Way more functionality than the platform we previously used. The easy of use and customization allowed us to get up and running quickly. The intuitiveness of the software made creating better reports a breeze. From a cost perspective we were able to get our per ticket support cost down where we were not able to before.
TeamSupport's ease of use and the way it benefited our company overall. From cost improvements, ROI, and overall management of team members it gets high marks. We are better able to support our customer base by providing improved support in a more timely fashion. The End User view of IT Support overall has improved just through using this platform in our company.

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?

Yes

Would you buy TeamSupport again?

Yes

Cisco Webex Teams (formerly Cisco Spark), Microsoft Teams, Veeam Backup & Replication
If you are looking for a robust, efficient experience in your help desk software then this is the way to go. All of the customization features will allow you to set the system up to best compliment your core support teams. Being able to review past communications from end users and team members allows us to review how we do business. Proper communication is key and these functionalities make our job easier. Being able to review how our teams function, communicate, and support our customer base is an ongoing process and this software gets it done.

TeamSupport Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Subscription-based notifications
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.5
External knowledge base
9
Internal knowledge base
10
Multi-Channel Help
9.3
Customer portal
10
Social integration
8
Email support
10
Help Desk CRM integration
9

Evaluating TeamSupport and Competitors

Yes - SysAid was replaced, from a feature standpoint and customization TeamSupport was a better choice. We needed more robust reporting capabilities and this drove that aspect. Some of our key requirements were met such as a customer facing self help page and better reporting for multiple organizational levels. We felt we needed more to drive our cost per ticket down and to better the view of our support services.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Third-party Reviews
The overall features caught our eye at first. Once we engaged with a knowledgeable sales rep we started seeing more possibilities for the platform to mesh with our needs. The third party reviews out there gave us a good overall view of their experience in enterprise environments like ours. We felt this was the product for us at the right price point.
We have been making these types of changes without much looking back and wishing we had done it better. We have the process down pretty well and do rely heavily on outside third party reviews to go with the other methods of review. Demoing the product and sales pitches get us interested but it is existing customer reviews that drive it home for us.