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TeamSupport software

617 reviews(4.5/5)
617 reviews(4.5/5)

TeamSupport is a B2B customer support software that helps teams collaborate together by eliminating miscommunications, improving customer communication and swiftly addressing client issues.

TeamSupport has several key features that are essential to enhance team collaboration and deliver cohesive customer support. Customer requests coming in through multiple channels are assigned a unique ticket ID. Ticket automation feature allows support staff to flag messages by type or word.

The knowledgebase 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 dedicated place for customer support staff to collaborate and discuss issues. The solution allows support agents to view customer details, centralize contact database, and generate custom reports.

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

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Web browser (OS agnostic) , Windows 2000 , Windows 8 , Windows 10

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617 Reviews of TeamSupport

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  • Nehal from Primary/Secondary Education

    Specialty: Education

    Number of employees: 51-200 employees

    August 2018

    Such a good software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The only thing I can think of is software is such the great backend handling development that make a lot of function in the same page

    Cons

    The user interface is so click and the show look for more seo for this software and would make next versions less clicks

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source

  • Sarah from PC Payroll

    Number of employees: 1 employee

    August 2018

    The ability to log quite a bit of info is very useful, but the search options are very limited.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The ability to log client information is the biggest benefit. Although I think there is quite a bit of room for improvement, specifically in terms of search ability.

    Pros

    You can log anything from documents to client interactions, to tasks. The software is extremely useful in logging and keeping track of client information and task or any issues that may arise. It's easier to use than other programs.

    Cons

    The search capabilities are extremely limited and the most frustrating thing about the program. It takes quite a long time to find historical tickets. This would be a huge deal-breaker for me if logging a lot of tickets for each client.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: TeamSupport, Muroc Systems, Inc.

    August 2018

    Thank you so much for taking the time to review us Sarah. We truly appreciate your feedback and have shared it with our product team to incorporate in future improvements :)

  • Brad from Facilgo, Inc.

    Number of employees: 2-10 employees

    July 2018

    Very collaborative and supportive in configuring the solution to meet our business process

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Robustness of features - KBase, Community, reporting, chat, screen grab, etc
    Training materials - plethora of tutorials and videos on "how to"
    Support - available and knowledgeable in supporting configuration
    Dashboard and reporting allows insight and analysis across views
    Assessing team performance and establishment of rules to ensure customer SLA Achievement
    Open to new ideas on how solution is used to expand feature set

    Cons

    Have not hit any show stoppers at this point. A few occasions modified my support process to leverage TeamSupport features better - not a big deal

    This review was submitted organically. No incentive was offered
    Review Source: GetApp

  • vishal from OPEN ACCESS TECHNOLOGY INDIA PRIVATE LIMITED

    July 2018

    Customer support service

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Team support is easily handle the high critical support request in a quick time. As a business analyst I have collect all the issue given by customers and make sure to complete in a small time. Also we can create a ticket with there status, like critical, high , low and high critical. Ticket have saved into the data base so we have a data for a future.
    Provide all the information in a single email to make it easy for customer.

    Cons

    One important thing some ticket should give a permission like public or private so the only product customer can see there issues.
    Also add a screen share functionality.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: TeamSupport, Muroc Systems, Inc.

    August 2018

    Thank you Vishal, however are you sure you are talking about TeamSupport? We have no record of you or your company and TeamSupport offers both public/private actions as well as screen sharing. If you were on a trial we'd love to connect for a personalized demo to show you all of our fantastic features!

  • Jose from Ciexpro

    Specialty: Education

    Number of employees: 11-50 employees

    July 2018

    helpdesk software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The customer service portal is very easy to use and gave me confidence immediately. Commercial capabilities in real time are a great advantage and solid reports are very functional. In general, everything is easy to use

    Cons

    from time to time I had problems because the program was loaded slowly and the customization was a bit restricted, however, I was able to continue working

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 11-50 employees

    July 2018

    Improved our customer support

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    The software basically helps you in all the areas related to support tickets. I found the product was worth the investment

    Cons

    Personally I don't like the mobile version. In one case we had an issue with previous comments that were not visible anymore in the ticket

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Gina from Sporting Goods

    Specialty: Software / IT

    Number of employees: 11-50 employees

    July 2018

    Fantastic visual appeal

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I absolutely love the interface and workability/feel of the software, and am continually impressed by each new update.

    Cons

    One of the worst customer service experiences I have had with a product lately, extremely slow responses and generally unhelpful answers.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    July 2018

    Simple, functional. Has the basic needs.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The simplicity of the format of the software makes it a top candidate. The ticketing system is ideal for our business needs.

    Pros

    Very simple and good on ticket creation. Numerous additional features that will allow you to expand the ticketing system to match to your needs.

    Cons

    Reporting needs to be a bit user-friendly. More options to tailor the reports to match the specific needs. There should be a report that can track any users comments or posts. The watercooler feature is a great resource, however being able to find all the posts in which you took an action on would be a great idea to incorporate.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: TeamSupport, Muroc Systems, Inc.

    August 2018

    Thank you so much for your feedback, these are great suggestions and we've shared them with our product team!

  • Hitesh from Allscripts

    Number of employees: 1,001-5,000 employees

    July 2018

    Powerful support and helpdesk tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    - Centralized communication for customers and agents (agents are at multiple geographic locations) -Platform independent since it's browser based -Gathering metrics to indicate workload by product

    Pros

    - Fantastic product, wonderful team and one of the best example of perfection
    - Easy-to-use user interface
    - Enough features to keep company support and help desk growing
    - Reminder setup for follow up tasks is the very useful feature for proactively tracking ticket progress

    Cons

    - Overall system performance sometime degrade in case of heavy traffic on application
    - Navigation between tickets require to be more easy
    - Creating and pulling custom report is tedious job

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: TeamSupport, Muroc Systems, Inc.

    August 2018

    Thank you Hitesh, your feedback is much appreciated and we've passed your suggestions to our product team for follow up.

  • Ifeoma from Softchoice

    Number of employees: 1,001-5,000 employees

    July 2018

    Team support makes us a more efficient with customer support.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Team support makes it easy for my team to focus on the customers as against just focusing on tickets. With support tools ,we have tried in the past ; we were able to resolve customer tickets , but found it difficult resolving all of them at once.
    Team support provides the customer care team with high level visibility , which enable our sales team to manage and resolve customer tickets at a company level as against resolving them at a ticket level.This eliminates duplicate efforts where we have multiple support agents helping out a single customer to resolve multiple tickets at same time.Thus ensuring we are able to resolve all customer issues at once, as against on a ticket by ticket basis.
    Overall, Teamsupport has saved us time ,and made our customers happier.

    Cons

    It is not intuitive even though it is very effective. Also will like to see more information with new tickets opened by customers. For example ,will be helpful if agents can see from what geographical location the ticket was created from, or from what part of the website the ticket was created from.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    Great app for customer high level support.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    A lot of features. Allow you to provide a lot of information for the customer, starting from ticketing system and customer hub, integration to emails etc.
    Highly customizable.
    Easy to use.

    Cons

    Price might be less. Would be very helpful if support can be provided within European zone working hours.

    This review was submitted organically. No incentive was offered
    Review Source: GetApp
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    Team Support - Connects our entire team

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    This software streamlined the interactions with our clients tremendously eliminating numerous email messages that we relied on the past.

    Pros

    This help desk software is easy set-up with minimal IT interface. It has improved ticket visibility for both clients and contact center agents allowing faster and more proactive resolutions by our contact center team. Team Support has also streamlined our case resolution processes and has gotten us away from using email internally. It is very user friendly and does not take long to become very confident using this software. Minimal training time involved.

    Cons

    The reporting features can be challenging. It can be overwhelming with all the different functions / features offered. Its hard to pull the report data in a timely manner and you cannot create reports in PDF Format.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Mary from SC Technical College System

    Specialty: Education

    Number of employees: 201-500 employees

    July 2018

    Customer Support Software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    TeamSupport offers a variety of ways to help improve customer service. They do a good job of giving options to fit different needs.

    Cons

    The website is a bit clunky. I'd say it needs to be updated to reflect a newer generation of users as well as existing customers.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source

  • Jennifer from Dominican Republic Vacation Rentals

    June 2018

    Great helpdesk application!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Improved team communication

    Pros

    TeamSupport is very simple in appearance and in its execution. It basically covers all the standard help desk necessities.

    Cons

    The interface looks a bit boring and they only offer a free trial period. Also, the cost per user is on the high.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • John from PayTrace

    June 2018

    Great for creating and tracking issues

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The reporting feature is extremely helpful and easy to use. Being able to create and manage custom reports helps identify critical issues and direct workflow to those issues.

    Cons

    The UI can be a bit clunky and the software seems to sometimes have a problem refreshing to the correct ticket/item. IE-even after deleting a ticket and/or refreshing the screen, the reading pane will still show the deleted item.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Shivendra from Samocha

    June 2018

    Good software for customer relationship management purpose

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    This one of the best software for customer relationship management purpose. It helps you create and manage support tickets. Good and recommended tool.

    Cons

    The software already has most of the required features but company can work on adding few more features.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    June 2018

    Easy to use Ticketing system that can be buggy at times.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The benefits I received were an easy to use ticketing and email system for support for our Payment Processing Software.

    Pros

    I like the ease of use the most, easy to claim and respond to tickets. The customization is nice as well.

    Cons

    For me the software is quite buggy at times and can be very slow when it comes to selecting options as well as emailing out responses.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Matt from PayTrace

    June 2018

    I use this daily for work, it seems to work pretty well overall.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It organizes my work for myself and my peers

    Pros

    I like how easy it is to maneuver between tickets on desktop. This program also is pretty good at allowing us to make custom fields for issues, that are specific to us.

    Cons

    Wish mobile version allowed for a similar layout to that of the desktop. hard to look at just tickets you take ownership for.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Jordan from PayTrace

    June 2018

    We use team support daily to log calls and emails for our software support queue.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Excellent reporting and good support. The uptime for the software is very good. We depend on the software being online and functional as it is integral to our business.

    Pros

    We like that TeamSupport keeps all of our data in one central location. This makes reporting very easy for our management team to pull information to adequately staff for various days, and anticipate higher support volume.

    Cons

    There was a bit of a learning curve and we had to add multiple custom fields in order to capture the data necessary for our internal reporting.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

  • Joshua from PayTrace, LLC

    Number of employees: 51-200 employees

    June 2018

    Overall solid software, but occasional bugs or interruptions in service occur.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The custom reporting is nice. The customization of the interface is great for tracking specific information per ticket. The UX is solid, easy to use, easy to navigate.

    Cons

    Bugs that cause tickets to not be saved, menus to not load, or the occasional interruption in service.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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