TeamSupport Software

Pros

Just tries the trial version of the software and was really impressed. WOuld certainly upgrade it to the paid version.

Cons

I have used it for a limited period. didnt face any issues. I would update it in case in future i face any issues.

Pros

This was an inexpensive and nicely designed software platform that allowed for better communication on projects.

Cons

Not a lot of design complaints maybe slightly bigger interface buttons but it was easy to use overall.

Satisfaction from our customers, which is the most important thing. We now have a tool that is better for us AND has a direct impact on our customer base.

Pros

Communication with customers, this was key for us to get this and it delivered. Customers get instant updates on tickets and can update themselves.

Cons

Still haven't found a way to do mass communications, this would be very useful for us. Also reaching support is somewhat difficult, but not a big issue since the software is very intuitive.

The abilty to understand how your client are being affected by their tickets or support issues.

Pros

I really like the reporting features and the CDI or Customer Distressed Index. It allow us to see which clients are the ones we need to focus on or are potentially at risk. The Knowledge Base on customer portal or hub are great ways to share information to end users.

Cons

Easier ways to enter canned responses. It would also be great to be able to control how the articles display in the Knowledge Base or the sort order.

Pros

The ability to delegate our tickets to other Staff Members. I also like the ability to use public actions to keep communicating with the individuals tagged in a ticket or that initiated the ticket.

Cons

The functionality of the Back Button is difficult to navigate. You must use the back button on team support, not the browser. The Back button on the browser takes some getting used to because it signs you out of the system.

Pros

its User Friendly. The program works well within our requirements to be able to assist our customer in a timely manor

Cons

It is lacking Dashboard graph and reporting options. This is the only draw back I could come up with. For the most part The flow of the site fits for all of our daily uses and functions.

Pros

It's very easy and straightforward to use. There are tons of reports that I can put on my Dashboard that helps me track everything.

Cons

It can be a bit sluggish at times. Although that could be an issue on my end. Other than that I cannot think of a Con.

We could build en email base support operation with our customers. This is a big mile stone.

Pros

- Good user interface. Visually easy to understand.
- Easy to create the analisys report.
- Easy to manage the users

Cons

System is too slow often is freeze and having impact for our operation.
Also analisys function is too slow for some complecated reports/charts

So easy to use from tracking everything for my customers to tracking mistakes and even using to produce time sheet reporting weekly for the support staff.

Pros

I can manipulate almost anything i need from Team Support for reporting. There are so many options that it has so that you can get the most out of your tickets

Cons

The search engine at the top could be a little better. Sort in order of a primary table then secondary. We search by customer, not ticket #. there are others ways to search. this is my main form of searching for issues

Pros

Overall functionality is really good.
Strong feature set
Ease of use for the clients.
Ability to categorize.

Cons

The ability for us to customize certain things continues to be a challenge for us.
Ability to customize through CSS has limitations.

Pros

Easy to use and presents a customer-facing GUI that meets our and our customer's needs, The ticket automation functionality allows us to extend the software as needed.

Cons

There is nothing bad to say in my experience. We have used this software for a number of years now and have never run into any issues that stopped us.

Incident Management.

Pros

Easy to use. All you need in a single place.
Can be used from anywhere. Easy to add customers and users. Easy to create reports out of it.

Cons

External Authentication with Google would be useful. Integration with Atlassian would also be useful.

With this software it improves the experience of my clients, it is very powerful and has an easy to use ticketing system. The reports and table metrics help considerably the organization of tasks.

Pros

This software allows me to maintain a closer contact with my clients, in addition to managing all tasks efficiently. It has a very attractive interface, it is easy to use. You can track all the projects you have and thus provide a great experience to your customers.

Cons

What I did not really like was his free trial, it only lasts 14 days. I think it should be 30 days so that more people can have access to this great experience, and so be sure to buy the paid version.

Pros

TeamSupport is excellent for keeping us responsible when working together, helping us provide superior customer service. It allows us to solve customer issues as quickly as possible while staying very usable and easy to use.

Cons

The navigation is simple and easy to use, but sometimes things seem lacking. G-mail integration is also somewhat delayed but has never failed and will always successfully submit the ticket. Otherwise we love TeamSupport

Pros

Improved our efficiency on the customer service sector of our organization. The dashboards are beautiful and make it very easy to use for everyday tasks. Highly recommend it!

Cons

Setup is a bit of an involved process because you need to map out your customer service goals. Take your time with it to get the most out of TeamSupport.

Because of Teamsupport our customers problems are solved in very less time, this in turn helped us to grow very soon. Employee training cost is reduced as using this is very easy.

Pros

It is very user friendly and can be customized easily. It is available in low cost. Email integration system is very effective here. It has a Dashboard which gives complete outline of customers status with us. It also provides the option to track the history. We can also find the Live chat option in the portal.

Cons

Iam satisfied with Teamsupport tool but the video quality where we record for customers view using Red button option is not good. I feel it should be of more quality.

Pros

Simple and easy execution. Covers all the standard help desk needs. Simple pricing structure. Well ticket Management.

Cons

Reports cannot be generated in all formats. Slow in loading. Customization issues. Less third-party integration.

It definitely helps us coordinate our customer service efforts. It's so easy keeping things straight and accessing records on customers, calls, emails, etc.

Pros

It gives us the opportunity to do so much - track calls, respond to emails, provide chat support, host a knowledge base, host a community forum, etc. It's literally everything I need to do in order to provide top-notch service to my customers. It's a one-stop shop. Everything is easy to use and works extremely well.

Cons

If there is a downside, it is that there is a lot of functionality. At times it can get overwhelming to figure out how to do everything. Granted, I don't want them to dumb down the product because all the functionality is valuable. But just realize that with the level of functionality, it does take a lot of training and setup to get it to run how you want it to.

Got to view a complete help desk software

Pros

The flexibility and ability to handle customer demand. Application has the ability to support product management and customer management that other help desk applications do not which is a big plus. TeamSupport has a very active and responsive support team which was very impressive many times.

Cons

The interface I wish was a little more eye pleasing and wish there was a few more custom features.

We use this for our daily operations. We are able to communicate with our clients and resolve issues.

Pros

There are many features that are available like the water cooler, wiki, customer portal, etc. The Wiki is the best feature because it allows us to document best practices and provides a medium of collaboration of work amongst different teams. I also like the different ticketing features that are available. Overall good product for a small company.

Cons

The search feature is not robust and the ticket management could be better. Jira has a better interface for ticketing as far as assigning child/parent tickets. It is difficult to search older tickets that we have worked on.