TeamSupport Software


 

TeamSupport is a customer support program that helps teams work better together by eliminating miscommunications, improving customer communication and swiftly addressing client issues. 

TeamSupport has several key features that are unique and essential to enhancing team collaboration and delivering cohesive customer support. Customer requests coming in through multiple channels are assigned a ticket. 

Ticket Automation allows support staff to flag messages by type or word. For example, a flag could be added for any support request containing the word “frustrated” or “upset,” allowing a team to prioritize the customer requests that require more attention. 

The Knowledge Base tool suggests solutions to clients trying to solve their own minor issues, freeing support staff to handle the higher-level challenges that may arise. The Water Cooler provides a private place for customer support staff to collaborate and discuss issues. 

TeamSupport is a suitable solution for businesses of any industry and size that have a help desk or support team.

 

TeamSupport - Customer management
 
  • TeamSupport - Customer management
    Customer management
  • TeamSupport - Groups
    Groups
  • TeamSupport - Customer
    Customer
  • TeamSupport - App
    App
  • TeamSupport - Ticket grid
    Ticket grid
  • TeamSupport - Ticket view
    Ticket view
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

150 Reviews of TeamSupport

Showing 1-20 of 150

 

from Canyon Pipe & Supply
Specialty: Distribution
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

Very easy yet powerful help desk tracking tool

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Likes Best

Software is easy to use and the basic features are great. Technical and non-technical staff adopt it easily

Likes Least

Sometimes performance is slow. There have been a couple problems over the last few years, but good thing is they are quick to address problems and do a good job of communicating changes or problems

Recommendations

Be sure to try all the features. The basic ones work well, you may stop there. But look to utilize all the features to maximize the value.

 

from PSM
Specialty: Energy
Number of employees: 11 to 20 employees Employees number: 11 to 20 employees

TeamSupport - Possibly the Best Issue Tracking tool for Businesses

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Likes Best

This software is able to be adaptable to all types of business models other than typical software tracking issues. Hosting this service on the web makes accessing our database possible anywhere in the world at fast speeds!

Likes Least

There is not much to not like. The features in this product where easily customized to our needs. Some improvements I could suggest would be to have the ability to link form lists between ticket types. Additionally requiring a Customer name for certain ticket types would be a great feature.

Recommendations

Give it a try! Setting up a trial evaluation is quick and easy, as new software should be. The people I have talked with at TeamSupport have been great help.

 

from Allegiance Software
Specialty: Software / IT
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

Still Onboarding

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Likes Best

We are still onboarding so I can't give first hand experience yet. But we are looking forward to the integrated email and chat features of TeamSupport. Also we are excited about the reporting features and how it will help us improve our products and services by identifying unhappy customers and areas with the most issues.

Likes Least

Well since we aren't using the product yet the only thing that I found more difficult than I had anticipated is the onboarding process. I certainly can't blame that all on TeamSupport. We haven't been able to dedicate the time necessary to move this forward. Also we hope to build an interface to TeamSupport so our current CRM will be the database of record. This all makes for a longer onboarding time.

Recommendations

Have a list of functions that are must haves for you. Then get the free trial and see if it can do it or not. Set time out of your schedule to use the product during the free trial so you can make an informed decision.

 

from Groupone Healthsource
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

How TeamSupport helps me!

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Likes Best

I like that we have a way to document patient phone calls. You can add the date, time, a summary of what was said during your phone call, who took the phone call, and who the ticket was assigned to. You can attach files to the ticket, so if anything ever arises, we can give the patient the correct information. You are able to go back and see exactly everything that happened, to ensure we are giving the patient the correct information and the status of the their issue/concern.

Likes Least

The only complaint I have about this product is that when you are emailed an update on a ticket, it doesn't add your response to the email in TeamSupport. In the email you are shown what was updated and by who. You can also reply to the update through the email to the person that made the update, but it won't add your response to the ticket in TeamSupport. It will only email your response to the person that made the update, so you have to actually go into TeamSupport and copy your response into the ticket.

Recommendations

The more detail the better! The more options you are given to add details to your ticket, the easier it is to searching for tickets, or your own tickets after they have been closed. Being able to add someone to your ticket and each person being notified of updates to the ticket is great.

 

from GroupOne Health Source
Specialty: Other
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

My Team Support Review

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Likes Best

It's very easy to navigate and user-friendly.

Likes Least

It can run very slow at times and take up a lot of time to find what you are looking for.

Recommendations

I really don't have any recommendations. This is my first time using a product like this.

 

from Group One
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Team Support Review

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Likes Best

It is very simple and easy to use. It makes follow up simple.

Likes Least

It freezes up sometimes, but other than that, it is a good product.

Recommendations

It is a very useful tool for employees to use on a daily basis.

 

from GroupOne
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Team Support Review

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Likes Best

It is very user-friendly. It's very easy to learn to use with very little training.

Likes Least

Sometimes, it locks up, and I have to log out and then back in again.

Recommendations

There are really none that I can think of at the moment. Don't fix what isn't broken.

 

from iMagicLab
Specialty: Software / IT
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

Daily use for a software support team

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Likes Best

I like the ease of interface navigation.

Likes Least

I am unable to provide any negative feedback. The product is amazing.

Recommendations

Shop around and do your homework. You will find out this product is the best.

 

from GroupOne Healthsource, Inc
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Submitting and tracking support tickets is so easy now!

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Likes Best

The ease of using this product is second to none. It is very simple to log in and enter a ticket for our support team, and the options to add members of the team to be able to view the information is extremely useful!

Likes Least

I love being able to track the updates to an outstanding ticket rather than trying to follow an email trail or worrying about updates from different parties being lost, etc.

Recommendations

I recommend that individuals give this product a try for their business, see how easy it is to use, and see how much time it can save them when coordinating projects with multiple parties involved.

 

from TrackAbout Inc.
Specialty: Software / IT
Number of employees: 21 to 50 employees Employees number: 21 to 50 employees

Satisfied user for four years

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Likes Best

It's a very good product overall, and they have excellent support service. It has a personalized service feel. I love the ad hoc report tool.

Likes Least

Some features aren't working as expected. TS has the intention to address them, but it has yet to happen, even after very long waiting period. I would rather have basic features working better than adding new features.

Recommendations

Define the features that you absolutely need before diving into comparisons

 

from GroupOne Health Source, LLC
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

TeamSupport User Review

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Likes Best

The software is very easy to use and has many options that you can use depending on your organization's needs. We have used the product for a couple of years now.

Likes Least

At this time, there really isn't anything that I don't like about the product.

Recommendations

Before you start evaluating, have a clear objective in mind so that you are not overwhelmed by all the possibilities.

 

from G1 Healthsource
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

TeamSupport Practical Usage Review

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Likes Best

The response if there is an issue, or if there is a change that needs to be made, is fairly fast. Once you demonstrate what you need to have changed, TeamSupport will make suggestions on what is currently available, but will also customize it to your exact needs.

Likes Least

The only negative that I have about TeamSupport is that sometimes the software will revert to something that was previously set up. It only happened once for us, and that was because of some letter templates that needed to be redone. In the end, it's not that bad.

Recommendations

I love the search features and customization of reporting. I can see which clients are creeping up on the hot list and which ones are doing good with a simple glance.

 

from GroupOne Healthsource
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Ricki Ransom Review

Ease-of-use

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Likes Best

I like the automatic functions and prompt replies. I like that it saves the Tickets that I am currently using on the top.

Likes Least

It's confusing for me with the Ticket Tags and the Tickets.

Recommendations

You need to use it on a daily basis to get the full effects of it. My role does not require this, so I am not privy to all the functionality.

 

from GroupOne Health Source
Specialty: Healthcare / Medicine
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

My staff uses this every day.

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Customer Support

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Likes Best

I like the ability to customize the fields to fit our company's needs.

Likes Least

System changes are made, and things seem to disappear.

Recommendations

Survey applicable staff prior to making an appointment for a demo. Make sure you are addressing everyone's needs.

 

from Group One Health Source
Specialty: Healthcare / Medicine
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

TeamSupport Review

Ease-of-use

Functionality

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Customer Support

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Likes Best

It's easy to use, and information is really clear and helpful.

Likes Least

When you put the ticket information in and go back to another ticket, it would be nice if it would not auto populate the last provider that you pulled up.

Recommendations

I would like to see if the liaison information would auto populate when their clients are pulled up when you pull up a provider. That way we would not have to toggle back to the client list and get that info.

 

from GroupOne Health Source
Specialty: Healthcare / Medicine
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

Patient accounts review

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Likes Best

I'm able to access all different types of info from doctor names to addresses and phone numbers.

Likes Least

It's slow to generate tickets when prompted to open or close.

Recommendations

Be clear and give detailed opinions on all the uses that you need for TeamSupport.

 

from GroupOne Health Source
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

TeamSupport Review

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Customer Support

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Likes Best

The ease of use and tracking of tickets are great! The responsiveness of the support staff is great.

Likes Least

I have no complaints at this time. The system has improved our helpdesk functionality.

Recommendations

Determine a workflow for your staff to follow and track tickets.

 

from GroupOne Healthsource
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Occasional User

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Likes Best

I like that you can search for tickets/clients in a variety of ways. I also like that you can access all the tickets for that one client and see the statistics of it (how many open vs. closed).

Likes Least

The search ability used to not be so easy, but I think that has been greatly fixed.

Recommendations

I like that you can search for tickets/clients in a variety of ways. I also like that you can access all the tickets for that one client and see the statistics of it (how many open vs. closed). You can put tickets to certain groups as to who should take care of this issue. It tells how many days a specific ticket has been open, which is nice to help know which to take care of first.

 

from GroupOne Health Source
Specialty: Other
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Love TeamSupport!

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Likes Best

It is so easy to use! I can add my notes, flag tickets, or mark tickets unread to easily stay organized.

Likes Least

I have yet to find a fault. It seems that everything I need to do in TeamSupport is doable.

Recommendations

I am not sure that I have any recommendations at this time.

 

from GroupOne Healthsource
Specialty: Software / IT
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Efficient and user-friendly!

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Likes Best

I love how TeamSupport allows you to search for tickets based on the customer (in case you don't know the exact ticket number). It is very user-friendly and easy to maneuver around the system.

Likes Least

If I am viewing a ticket and click the back button, it brings me back to the beginning of the list of tickets. I wish it would bring you back to the spot in the list you were viewing previously.

Recommendations

Opening and closing tickets is fairly easy and allows you to attach screenshots for errors or other pictures. I really enjoy this.

 
 
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