Team support makes us a more efficient with customer support.

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.

Inventory Management

I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis. I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers. Overall we like Team Support as it meets our current requirements and expectations .

Pros

I primarily use Team Support for Inventory Management. I like that I am able to search a terminal based on the serial number alone. It is helpful to leave a note for each terminal, I use the notes to indicate the current status of a terminal, whether it is ready to be loaned out or if it already been loaned etc. Team Support has a provision to assign an inventory item to a Customer. I find that very helpful. I like the feature where I am able to schedule the reports to be emailed to more than one email address. These reports need to be sent at particular time and day without fail. Auto scheduling the email report saves me a lot of time and complications. I also like the fact that Team Support is compatible for API Integration. We are looking to develop a centralised platform in our firm and want to be able to fetch info from Team Support for Data Analysis. This is in our pipeline and we are looking to implement this sometime in the future. In the past the upper management used to shoot us emails enquiring about the particular issue. It takes up our time to email the management back with the status of that issue. Now the upper management simply logs into team support to view and oversee the status of a ticket/issue

Cons

However, the frustrating part of Team Support is the reporting section. When I open up the inventory report, it displays a list of all the terminals I have added to the inventory and when I want to get more information on a particular terminal, I notice that I cannot click on the terminal to navigate to that terminals page. Not only that, I cannot copy the serial number of the terminal from the inventory report. This applies to pretty much all the reports. All reports are in read only format. I humbly request Team Support to make the items on the report as clickable and actionable in the future.

Solid Product and great ticketing software

I've been impressed with the support and response times from the the Chat requests; I always receive a swift and helpful response. Their Knowledge Base is also very robust and easy to search for content.

Pros

Ease of use and comprehensive knowledge base, both internal and customer facing. The Dashboard is very intuitive and easy to access key reports and information.

Cons

Reporting is moderate, would like to see some deeper reporting features

RodsReview

Been on the system of a year and half and the same issue still plague me. I have submitted Numerous Feature Request and the sit in Pending or are denied. I have Many Many open Cases that are Bugs and they seem to go no where as well. I have one in particular the happens to me every day, But was told it wasnt a over all a big deal, and the work around is to copy and paste my action to a notepad, Hit Refresh on the Ticket, Start a new Action, Copy and paste my notepad back into the New Action. This seems a little much. I was also told of a Feature that was very important to us, would be coming. After a month or two on the system I inquired about it, and was told, nope cant do it. We constantly have to refresh the interface, Hangs up a lot. System Performance is a big issue. Does seem that all the server issues that were going on are better, but that was painful. We get a ton of SPAM cases, There needs to be a way to filter that by domain name.

Pros

-Its Cheap per seat, -Its customization of fields

Cons

-Being able to share a custom field between company and ticket, This is huge to us, Salesforce did it. -Your Text Formatting and editor is terrible. It constantly changed font sizes -The fact the you always have to refresh and update. If you have a ticket open on your tabs and something comes in, you have to refresh or close and reopen. Your new Screen capture program as it is easier to use the quality is terrible compared to what was there a year ago or whenever it was switched out. -The fact that I dont get my submits actions sent to my email, This needs to a field I can chose to receive or not -The fact that you cant duplicate a ticket -Cant Create Ticket Views for Individual user -Need Action the Save button at the top of the action as well as the bottom. -NeedFloating Formatting bar -Add option to minimize or +/- actions on ticket page -A way when a customer has multiple tickets open, and replies to the wrong ticket - To be able to move/merge that action to the proper ticket.

Great Product and Great Customer Service

Team Support has been nothing less then great. They are always willing to help and provide more training. Every time that we have reached out for support due to issues they are quickly addressed and resolved. We are grateful for all their support and help!

Pros

The produce is extremely easy to use once you are aware where everything is located. I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to. The system even closes tickets if not replied to after a certain amount of time.

Cons

The reports are a bit difficult to learn. It may be that I have not set time aside to learn the ins and outs of the reports. But, on the plus side the agent has been extremely helpful in guiding us to create or creating reports that help us; therefore, we do not lose out on what we need.

Great Product!

Overall, I like the software as its easy to use and meets our operational needs. The ticket management works well and is easy to use. The tickets are easy to create, assign, and manage. I have set up reports that I run monthly to provide support metrics internally. They were easy to create and are easy to run each month, giving us the metrics we need to understand the types of tickets we get from our customers, the number of tickets created by each customer, and the amount of time our support team spends working the tickets. We interface with Jira when submitting requests to our development team, which was easy to configure and is virtually maintenance free once set up. Team Support also has great documentation that is easy to understand, which I reference whenever I'm implementing something new or have questions.

Pros

Ticket management and reporting. UI is easy to use and understand. I really like the email functionality, allowing customers and our support users to create and respond to tickets via email, creating the necessary tracking without having to log into the portal. However, I also like that a self-service portal is available, allowing customers to see the status of all of their issues and requests.

Cons

When submitting an issue or request, it often takes a long time for a resolution.

Great Solution

We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for network and hardware setup type needs, but our users are now trained to simply use our internal Team Support service desk for all things IT related. We triage and forward to our 3rd party IT provider, as needed, but most things we are able to self serve from our internal IT team. Our users know that we are responding and feel like their IT needs are being serviced much quicker and more accurately the first time.

Pros

Setting up Team Support for our use was generally painless. We knew that we needed a cloud-based solution that offered "out of the box" functionality that could grow as our needs changed. We applied the KISS concepts and have tweaked as needed. Tweaking and customization is not complex; it's very straight forward plus we were provided with great coaching along the way. We also love using the Portal and Wiki, and often refer our users to both. And our users have adopted very well for the most part.

Cons

It works. Like anything I wish for a couple of minor things. It would be nice if I didn't have to refresh at times to cause a "read" ticket to no longer show as "unread", but eh, that's no big deal in the grand scheme of things.

Flexible customer support platform that shows promising growth

The support from Team Support is top notch. THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.

Pros

I like the flexibility that is combined with a simpler setup. Not everything has a million ways to configure it, and that's okay. The integration of ticketing inputs (email, portal, chat) is really good which allows us to build a simpler experience for our customers.

Cons

There are some features like reporting which could use a major overhaul for an out of box experience. Thankfully, API support is there so that we can design our own dashboards, but the current reporting tools can only get you just enough data and is horribly presented.

TeamSupport Admin

I've used TeamSupport for 4+ years across two companies. Once at a software development company and now at a logistics solutions provider. I am no longer a daily user, however I helped research solutions and implement the tool.

Pros

Team Support's reporting capabilities are my favorite feature of the software. We are able to extract all metrics and KPIs needed to run an efficient customer care department.

Cons

Very long tickets can be difficult to navigate. I'd like to see a feature where you can collapse emails/actions by date to easily see a high level view a tickets history by date.

TeamSupport is a huge asset to our company

Pros

TeamSupport is easily customized to our likings and their software support team has been beyond helpful and always available for assistance.

Cons

Inability to manage existing datasets in bulk. There is no way to mass update customers, assets, products, etc.

TeamSupport a great support and customer management application

We are a B to C customer and while this may not seem like a good fit it is working for us very well. The ability to create customer Knowledge Base articles is easy and the portal allows customers to view them. Same with the Community feature, we have many articles in both and it's nice knowing that a customer has a resource to solve problems or find information about our product on the portal interface. We use this to manage both end user customers as well as videographers that work with us to produce Not-Forgotten time capsules.

Pros

I love how easy it is to setup, and the fact that I don't have to worry about how the product is running because it's in the cloud and the team at TeamSupport really do a great job when it comes to making sure the application is ready and available when I use it. Everyone at TeamSupport are easy to work with and really know the product. I can reach out to them at anytime and someone is available to assist me. They always seem happy to hear from you and it's like talking to an old friend.

Cons

Nothing to say here, I really like it. It's really hard to come up with a negative, except that perhaps I wish I had thought of this.

Take a shot, give it a GO

Our overall experience with TeamSupport has been fantastic! Their support team is top-notch and from my perspective it shows that they genuinely do care to help you with your ongoing issues.

Pros

The flexibility of TeamSupport was a feature we wanted to use as we grow the business. We wanted to leverage this feature because we wanted the software solution we chose to grow with the us and TeamSupport met that criteria.

Cons

The storage limit of 25MB is probably the one that affects us most. We use videos internally for training and externally as well. I know that this limitation is understandable, but it is something that I wish they would either lift or expand. It would be very nice to offer a remote control feature when you are working an issue, so you can easily take control of the user's computer.

Team Support

We use Team Support to track Customer Support issues, upgrades, software bugs, projects, and feature requests. We have populated our knowledge base with client-facing documents as well as internal articles. Team Support makes it easy to find everything from client correspondence to project updates.

Pros

I was hesitant to move from our former ticketing system to Team Support, but it has ended up being a significantly better way to track tickets. Team Support is easy to use for both our employees and customers. With Team Support you don't have to worry about losing tickets or correspondence with clients. Everything can be tracked within your tickets and you retain access to that information after the tickets have been closed.

Cons

Team Support works best when you only have a single window with it open. Unfortunately, that is not how our business works. We often have multiple tickets open at once and, in the past, this has really slowed Team Support down. This functionality has improved over time but it really is one of my few complaints with the system.

The best solution for our business

This has been good - it was a little rocky when I was first implementing TeamSupport for another business unit in 2016-ish, where I felt we were discovering/finding things that our assigned implementer didn't know about, but working with support and with other contacts has been great!

Pros

TeamSupport is a flexible and adaptable CRM solution. I have implemented it within Harris in one business unit, as well as managed/administered it within another. It is able to be customized to fit our process, and the online support portal (Customer Hub) for our clients' access is easy to use and intuitive, and can also be branded for our company (logo, color scheme, etc.).

Cons

There are a couple things, concerning reporting, that I think could be improved: 1. You can only include two tables for reporting (i.e. Customers and Addresses, or Customers and Contacts, but not Customers, Contacts and Addresses). This limits our ability to pull some of the reports we need without exporting to Excel and then manually pulling things together, or using another third-party business intelligence platform 2. Our support department is very diligent about metrics (Response times, resolution times, ticket volumes, average closed per day, etc.). I've built a solution for this within Excel, where I export a handful of reports from TeamSupport on a daily/weekly basis, and then paste in to my Excel workbook, but it would be nice to be able to see these types of metrics within TeamSupport directly, in the form of graphs, charts, etc.

Great for MSP's! Constantly improving their platform. Excellent customer service!

TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We tried several different management platforms and found that TeamSupport was simply the easiest both to get started with, and to customize to our particular needs. Other solutions that we looked at either 1) were easy to get started with but didn't offer much in terms of customization or 2) required that you spend days and days organizing & customizing the mass amount of features that had to be set up. TeamSupport was the perfect medium between the two! Also, I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload. Furthermore, we were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients.

Pros

This platform is easy to get started with and also very easy to customize. You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom work flows, email templates, automation rules, etc. Out of the box it works great but if there's something you specifically need for your organization, there is undoubtedly a place to configure that in the Admin section.

Cons

This platform is in need of an app for mobile devices. The mobile web version works well for top-down view of all tickets, but has issues and is troublesome when trying to drill down into ticket comments. TeamSupport has mentioned in several webinars that a full out mobile app is in the works.

TeamSupport for Customer Support

Our company started using TeamSupport several years ago for answering customer support tickets. Previously, we would respond via email which left us no tracking or history and was only available to the email account used to answer the ticket. With TS we can track all responses and have the ability to tag the issues by topic. Being able to insert images is HUGE! Often times we will hear something like "Another rep told us ...". We can quickly click on the customer's company name and see all past tickets and review past responses. I can also quickly see just my responses. Notes can be attached to a customer's account that will pop up whenever they submit tickets. The reporting feature is not quite as easy as I think it should be. Although I've managed to produce enough basic reports to satisfy my needs. The learning curve for TS was relatively short. There are a few quirks, that once you figure them out, you can easily move forward - such as each customer must have a unique email address. However, this can be worked around by adding the customer without an email address, then edit their account to add the email. We have found that TS has significantly reduced the time we spend training new hire employees. The new hires can scroll through previous tickets and review past responses. They can also search specific topics based on tags. Once they are turned loose to answer tickets on their own, they can be marked as private and sent to be reviewed by their mentor, and then released to the customer. TS has many features to help make life easier - Built-in editor with images & screencast recorder, Water Cooler (internal chat), Chat (for your customers), Knowledge Base Templates (easy to create for repeated use), Wiki (the ability to add internal help articles), Calendar and Reminders, Mobile app, and more.

Pros

Complete history tracking, quick training, ability to insert images, knowledge base templates

Cons

reports, have to create work arounds for duplicate email addresses, when adding a new customer - if TS can't find the customer I wish it would transfer the data entered into the new customer screen so I wouldn't have to retype everything.

Are you in the market for a ticketing system? How about a real ticketing system that is ready to go – straight out of the box? If that isn't good enough, what if I said that there is such a system that you can also configure and customize to whichever extent that you need? You would think that the above options are wishful in the “grand design” of any ticketing system, but when it comes down to your company’s needs, what are your options? Should those options be sacrificed between the many choices today? You may have spent countless of hours on research, laborious hours on building a system, under pressure for time, and over budget on costs. When you consider the economy today, there is a lot that can be said on saving yourself from such entanglements. For those of you familiar with the above scenario, in my world and in many times over, it is said that if you choose not to decide, you've still made a choice. On the flip side, let’s just say if every one of your team members, co workers, and administrators could be satisfied with all of their needs without sacrifice, could this be the very system that you are looking to invest in? If you are looking for such a system, then look no further than TeamSupport. If it is a turnkey system with no frills and/or If you have just a little knowledge with html, implementing the support portal into your website is a snap. As a matter of fact, TeamSupport makes it extremely easy to setup your portal via i-Frame which is only one html tag. Can this get any easier? If you really want more advanced features for your portal in which your customers may find useful, Team Support offers both video and documentation support to get you there. For example, if you would really like your customers to click on a link within their email notification that could take them directly to their ticket, documentation, as well as programming scripts are also provided. Explanations on just how to implement these features within your i-Frame are also provided. That’s not all either! If you are really in the market for a secure and powerful API that is XML based – you got one! I could go on with pages and pages about the benefits, ideas, and most of all features about this API. You can access their API through .Net, PHP, JavaScript just to name a few out of the many other ways that in reality, ideas are as limitless as the universe. If you really enjoy working with these languages, your dream has just come true. Since working with TeamSupport over a two year period within in a very large company setting and watching the application grow from implementation to launch, I still continue to find new discoveries with this extremely powerful application. Of course, we cannot forget about the main course of the ticketing system itself too: Whether you have a large or small company, TeamSupport just might be what you are looking for. Your customers and clientele will also appreciate just how easy it is to submit a ticket right from your portal. You are also going to love just how easy it is to assign tickets to both individuals and groups too. Do you need specific tickets to be sent to one individual or a group? TeamSupport’s got it! How about assigning a unique email address for a specific ticket that is assigned to a group or individual? – TeamSupport’s got it! It’s all here, just waiting for you to utilize when needed. Got employees who wear several hats that need to see the same ticket? TeamSupport’s got that too! Simply assign the same person to as many groups as you need so they too can see the same ticket. Again, the possibilities are endless and the ticket feature implementation is painless as well as intuitive. Overall, it is with no doubt that TeamSupport has truly outdone and thoroughly thought through of what a ticketing system should be for today's and tomorrows corporate demand. The option range, in which you have from a simple setup to a “dream” extreme customization with their powerful API, is unmatched. If this still does not pique your interest, then get ready. The price on this “packing” system is only pennies on the dollar per month. With all of these extreme features packed into this cloud application for such a low monthly cost, it should be illegal. If you are looking to implement a ticketing system as quickly as possible, then look no further as TeamSupport is a “Turnkey” run by itself system that only requires an email shared/drop box and a quick i-Frame reference in your website. From there, you are ready to setup customers, users and user groups that set the stage to assign tickets to however you need. When choosing a ticketing system, not only should the above features matter, but the support that is behind it is just as important. From my two year experience in working with Team Support, their application is backed by one of the best and outstanding support teams. No question is too small or great. They have always come back with an answer through their ticket support, or sometimes during the most precarious of situations in which you speak to someone as real as you and who have a great interest in your success. All together, Team Support rings through and true to its name. It is a powerful system that is backed, written by and supported by those who know what a ticketing system is and should be. Don’t just rely on what I’m saying here though. Team Support offers a two week free trial. Go ahead, give yourself a chance to review this ticketing system yourself to witness the power and control that you can have over this application. Remember, a system is only backed as far as the work that is put into the system itself. To top this off, you can tell immediately that those at Team Support have put a lot of effort and thought into this powerful and rich application while at the same time backing it up with their support. Without such commitment, support and quality, revolving doors to fruitless needs and costly decisions merely break the true workings, efforts, trust and reliability of what a turnkey and powerful ticketing system should be – Team Support has made our decision easy and a worthwhile investment.

Beyond pleased with the worlds best support system - anyone else is missing out!

Our organization has used several different types of methods and vendors for our business and client support needs. By far, Team Support is the best. The system is easy to use and we have begun depending on it for things we never would have imagined such as tracking and maintaining our customer's as well as the complexity between various business relationships. The software is premier and we highly recommend it - not to mention, the human element driving Team Support is always available and genuinely interested in us as a client. Feels like a boutique service with the capabilities of a large corporation! This is a win.

Pros

The integration's available with our other vendors, the constant updating to improve the service with new features, and the humans themselves behind the service. Speaking to anyone or receiving any kind of an update email from the Team Support staff makes us pleased to be in this relationship - its good to know great people are behind a great product!

Cons

After several years of depending on this service, I honestly cannot think of any gripe as we've never had a negative experience. The service is always up and running and the features work correctly!

TeamSupport - The best product we've ever used

The business has always been easy to deal with, despite being based in the US, they accomodated us by offering very early meetings (their time), and training and have recently opened a South African help desk to give broader timezone coverage. Their staff are always very friendly, even going so far as to send happy birthday messages

Pros

The biggest feature for us is that it enables sensible conversations with our customer base. All the interaction with customers is in a comment and reply format, with clear emails out of the system showing them what's being done, where the issue is at etc. The software is also aimed squarely at our sector, which is IT software development. This is a huge benefit for us as the out of the box setup contains all the categories that you'd want (Support, Features, Defects, Projects, Tasks). It doesn't stop there though, because the customisation offered lets you easily track other categorisation and rank your tickets effectively.

Cons

Being cloud based comes with the usual downside, it gets the odd error due to cookies, slow network etc. This is no different to any other cloud based browser system that we've used.

Great Product for Tracking Work and Collaborating with a Team

We use TeamSupport to address incoming software issues from our customer base. It is relatively easy to communicate with our customers, and we are able to store a variety of customer information so it is all available in one place. The application has also made it extremely easy to track our KPI's and make improvements to our processes and team.

Pros

It very easy to communicate back and forth between the customer who enters a ticket as well as with other staff members, ability to have public and private comments, also there is a lot of customization we can do ourselves.

Cons

The search isn't always great but they have been working on improving that. Once in a while the dashboards get wonky but it simply requires a refresh of the page and everything is back to normal.

TeamSupport - A Valuable Lifeline

Overall, TeamSupport is a vital tool that I know myself and many others in leadership roles could not live without. It not only simplifies the interaction between departments but also allows direct email interaction with our customers, which makes managing their concerns a straightforward process. Reliable communication is the lifeblood of any successful company, and TeamSupport facilitates our needs on a consistent basis.

Pros

TeamSupport is equal parts efficiency, ease of use, reliability, and adaptability. Customizing TeamSupport is a cinch, and I was pleased to learn that I could create a signature to speed up my response times to tickets. TeamSupport not only allows us to engage with other departments throughout our company but also enables us to directly engage with our customers via email. As the coordinator for our department, managing ticket flow is one of my primary responsibilities, and TeamSupport makes this a breeze.

Cons

There isn't anything about TeamSuppor that I find to be a hindrance, although I do sometimes find myself clicking around quite a bit when I am looking for a group or ticket in an area I am not familiar with. This is mostly user error, although I do feel that the interface could be simplified a bit.

Customer Support Made Easy

TS has been a great purchase for our company! We did not have a ticket system at all! The fact that they are always improving and enhancing the software is wonderful, the customer service is the best!

Pros

There are so many things that we love about TS, the ability to search for like tickets, the ability to store all of our documentation in order and by customers, the ability to have all of our SLA’s and contract, contact info in one organized location and the ability to access TS at anytime anywhere including your phone.

Cons

The setup is not something I would really say I dislike, it is extremely important l, however it is very time consuming.

Great Software for Ticketing and Customer Support

The Team Support team has always felt like a valued partner. If ever need assistance or help they are always will to help. We have been able to manage our tickets in one location with all team members being able to see the tickets. The ability to have a Knowledge Base deflect ticket during the ticket creation is a great feature to reduce the number of tickets.

Pros

The CDI or Customer Distress Index is a great feature that allows client support contacts to see how the client is in terms of satisfaction. As a company you are able to weigh different criteria to gauge how at risk your clients are.

Cons

The ability for more robust or adhoc reporting.

Customer service has never been this convenient .

Pros

Effective ticket management that allows us to customize our own automation rules to suit our needs. TeamSupport enables us to continue delivering exceptional Customer Service to our customers during lockdown and have made it easy for us to work and collaborate remotely. The support form TeamSupport has been exceptional and they are always willing to assist or guide us when issues are raised.

Cons

I cant think of anything we do not like about TeamSupport

This is the most advanced ticketing system out there.

I'm glad that we switched to TeamSupport as it is easy to use and a better way of creating and reviewing tickets.

Pros

The feature that I like most about TeamSupport is the customer portal where customers can chat directly with an agent and get answers from the knowledge base. This has dramatically improved our customer satisfaction and response times.

Cons

We've experienced some minor hiccups with accessibility but it was resolved quickly and we were provided with status reports.

Streamlined our Support and Improved Customer Experience

Prior to using Team Support our Support department worked tickets through Outlook - I can't even imagine it now!! We had absolutely no visibility within our Team and collaboration was not possible. Since implementing Team Support we have been able to grow our department in line with our company growth and all the while adding additional support options, like chat, to our offerings. This is absolutely paramount in our success as a SAAS in a very competitive industry. Our Team is now able to work together in shift groups sharing the queue, communicate with each other using the water cooler feature, see when volume is high and they need to jump in, and so much more! The reporting offered with Zoho allows us incredible insight into our volume trends which has streamlined our staffing/scheduling. The Team Support team is incredibly responsive and takes ownership of any issues making sure that they are brought to an efficient resolution. I can't say enough about this software - I highly recommend it!

Pros

visibility allowing for collaboration, reporting, multi channel support offerings

Cons

Formatting within tickets could use some improvement.

TeamSupport is better

TeamSupport has allowed the whole of Carters helpdesk to work efficiently and with organisation. The allocation of users to tickets, escalating tickets and categorizing tickets off to certain types of support has greatly helped the whole helpdesk work with much more speed and organisation, streamlining each ticket to heldpesk staff with surplus information and legacy information should they need it to help solve a ticket.

Pros

All aspects of TeamSupport are a pro, there is only one negative

Cons

The only negative to teamsupport is being unable to open in seperate tabs, and that the tabs for tickets/inventory items open in the same browser window. This can make it quite confusing if you're used to having a couple of tabs open at one time. But once you've gotten used to it it's fine. For example you can use one specific browser for team support and then use multiple tabs in a different browser.

Team Support Software allows us to minimize the procedural complexity of customer support cycles thus achieving optimized client satisfaction levels.

We love to Team Support's software ability to allow our company to aggregate volumes of seemingly disparate customer and business case details into easily understood customer profiles which allow our company to focus on customer support and not software options and application. Team Support does require a financial commitment , for the Enterprise and Support desk options do provide equal value for the money. Another possible solution to understand the particular value to your company would, we suggest, to select the "demo" option where a prospective company can work closely with Team Support customer service to install and perform software service features before any financial commitment is made.

Pros

Real time customer alerts , the ability to perform and archive screen and video recordings , the ability to organize product tracking. The easily understood customer user interface is attractive. The cloud based software is consistently updated by their company which we like.

Cons

Some companies may think that the monthly charge for service and support options for Enterprise and for the Support Desk option are exorbitant. We believe given our recent experience that this is not the case. Our general comments offer a possible compromise to assess value before any finances are committed. Email integration could be improved as well.

Judgement Day

Great Experience.

Pros

Reporting features - Scheduling to run, export features. The Dashboard is nice.

Cons

I do like the software. With that being said it drives me INSANE that I can't easily input data related to multiple different customers and contacts and notes. I manage multiple customers and often have "children" companies to the "parent" companies. If I run a report of contacts of my customer list and I find there are 200 blank "Title/Position" fields I have to go into each company, each contact, and then that field for every one of them. It takes TOO LONG to go into every record and update a specific field. And I checked into the import feature in the admin dept, hard to understand and very restricted in several areas I need updated. If I have the ability to update fields very quickly for multiple customers it would be a tremendous improvement. I KNOW other users outside of our company run into this, they have to. I will gladly explain more detail if you want, call me. Al Hutchison [SENSITIVE CONTENT HIDDEN]

Great, Intuitive Ticketing Platform

Organization, sharing of data internally and externally, KnowledgeBase functionality, Wiki functionality, reporting.

Pros

TeamSupport is easy to adopt across a company. The interface is intuitive, functionality is robust. Administrative tools are reasonably provided with comprehensive auditing of user actions. Formatting of tickets is really easy to follow and inline images or use of templates is among TeamSupport's strengths. It does ticketing better than any software I've used.

Cons

I wish the reporting were easier and more robust. I would love to see a time where users can be working on multiple new unsaved tickets at the same time. There are occasional bouts of slowness or quirks with drop downs not showing immediately or searches not populating expected results that our company encounters but we, overall, accept the occasional issues because of the general strength of TeamSupport.

Exceptional Service and Product

I really love the product and it has helped our business streamline and improve operations tremendously.

Pros

- Customer service is beyond great. - They listen to their customers and constantly make improvements to the product. - Customer Hub customization. - Native integrations - Reporting

Cons

- Some periodic instability with performance, however, they address and resolve very quickly.

East Ticket Tracking

We are solving the overall customer experience when issues at a customer site arises.

Pros

The Dashboard and ability to quickly see current ticket status and quantities. Additionally, the ease in finding customer information quickly, products owned, etc.

Cons

Reports. The reports that come out of the box are good, however, creating your own report is not easy. Creating a report needs more wizard assistance so that most anyone can create a report for the details they are looking for.

Holy orginization, Batman!

Great way to track multiple projects simultaneously with multiple steps in a lifecycle. Huge time and effort saver.

Pros

TeamSupport helps me keep track of the myriad projects I'm working on at any given moment. The customization allows me to label each ticket based on its position in the lifecycle (in work, peer review, technical review, publishing, etc) so I can see my entire workload at a glance. My teammates can also view my tickets and gain insight about the project's process if I happen to be out of the office. Great software that makes my life so much easier!

Cons

Not really a fan of the Sentiment feature as it's not applicable to my use case. I use TeamSupport to organize tasks that come from within my organization, so I don't necessarily need to know the sentiment. Plus, the sentiment is not always accurate. For example, if someone writes a short sentence "I've attached the report", the software interprets this as sad or frustrated.

TeamSupport Review

My day to day working experience with TeamSupport is acceptable

Pros

Ticket creation and ticket prioritizing is excellent. Ticket update is simple and client gets a copy of the updates via email is a great feature. Ticket escalation to other groups is easy. Customer management is excellent.

Cons

Sometimes slow to update Sometimes the software is not responsive so I have to refresh browser lack of customization at the end user level Chat status and online status could have better options

Core System for Working with both Internal & External Customers

Pros

We use team support to manage issues and information requests for external customers. When we have an issue all of the information including data sets and correspondence is stored in team support. I can easily search to find out if we've had the issue before and see other related threads. It helps us leverage our previous solutions when new instances occur. It also helps make connections to other threads that may not be obvious helping us get to root causes more quickly. Internally we use Team Support to track test lab and analytical requests. I can submit my request and then have a ticket number assigned. It helps in reviewing status and scheduling to know where my requests are via Team Support.

Cons

I just tried to find something that I don't like, but couldn't. I guess the one thing that would be cool is if team support did Gantt charts (if it does I don't know how to access them). We use other systems for Project Management. It would be really useful if we could just use team support. Then we would have a common system to feed task information into our project plans.

Solid support management software

Overall our experience with Team Support has been positive. Their tools have made my entire team's job easier, and our whole organization can see what we're doing more easily.

Pros

- ease of creating and managing our tickets - automation tools for ticket workflow and responses, we're barely even scratching the surface of what it can do, and it is game changer. - reporting tools that allow me to easily quantify what my team is doing and what our support loads look like - we love the sentiment analysis that helps us read how our customers may be feeling when they reach out to us. - the integration with JIRA for bugs and feature requests has sped up our response time on those issues for our customers

Cons

I would LOVE a way to move from one ticket to the next in my list when I am in the ticket details view (the small amount of screen real estate on my laptop makes the preview window not as useful as I would like it to be).

TeamSupport provides complete ticket tracking and project management support

Pros

Ticket tracking and resolution that includes multiple departments and the customer. Dashboards, ability to subscribe and sorting of tickets that I am responsible for simplifies my daily customer service activity.

Cons

A more prominent alert when a ticket is resolved would be a welcomed feature.

Great software to be organized

As a user of almost a year I can say that I find this software really useful and a good tool to have all information in just one place with the needed classification, so keep going with all new features you're doing great! :)

Pros

I really like the way Team Support helps us to have a more organized agenda and all the additional info that comes with it, like phone numbers, names, prices, etc. Also, I really appreciate that is really easy to understand and interact with, even if you don't have computational skills, It is really easy to get along with it, and I love that every time that there's a problem with the functionality of the system customer service sends an email telling how they are working on it to find a solution. I'll definitely recommend to friends who are seeking a good software to use on their jobs.

Cons

The only thing i´ve noticed while using teamsupport is that sometimes when I'm searching tickets it would take a long time to load, I guess that being cloud based makes things a bit slow, but it's not big deal when you understand how to fix that error .

Team Support Thoughts

At TMT we began looking for a dedicated, web-based ticketing and support system in 3Q 2015. Up to that point our customer service process was largely managed through email and by spreadsheet. After reviewing roughly 8 systems we decided to go with TeamSupport for the following reasons: 1. Ease of use and minimum training requirements for CSRs 2. Ease of use for our customers 3. Seamless integration options into our web application 4. Configurability Many of the other systems we looked at really addressed a subset of those areas well, though TeamSupport 'felt' like the best balance of all of them and certainly seemed to be the system our new CSRs picked up quickest when we involved them in the evaluation. To date, we have had no issues with uptime and we have been able to slowly and organically flow our customers' email / phone centric approach to contacting us into use of the TeamSupport system. Our customers can still use phone or email options to contact us, but TeamSupport has simplified the process of ticket creation and management as part of that contact method. Among the most significant early benefits for us is the knowledge capture (including ease of searching existing tickets) as well as ability to push documentation out to customers via the integrated Knowledge Base portal features. Very happy with our decision (close to 1 year later)

Pros

ease of use, access

Cons

n/a

Customer Support

They have been excellent for our support portal.

Pros

Team Support is excellent when it comes to keeping track of tickets and responding timely to customers. Their support team has been fabulous as well. They take care of most of the time the same day.

Cons

Their WIKI needs work. The Knowledge Base is a great feature but only allows for 2 tier which is why we chose to use the WIKI.

Great way to connect your business to your clients...

I'm definitely happy to be using TeamSupport as it has made me tend to work differently than I have in the past. Keeping communications running through TS is a great way to keep everyone in the loop and allow tracking of information. The Public/Private feature also separates who sees what which is of course a must in a business setting.

Pros

TeamSupport does a thorough job of connecting it's users to their clients with a portal that is readily available and the search functionality makes it easy to find what you need with minimal effort. The ease of use is definitely one of my favorite things about it as I've ran into issues with either a product line, or specific SKU or even a certain customer but our history was always one search away and has saved us on more than one occasion.

Cons

I really only have one small complaint that the portal can be slow on the rare occasion. The site can seem to bog down at times and almost feel frozen, just for no more than 10-20 seconds. Maybe once or twice it can last close to a minute which can seem like a lifetime when staring at a computer screen.

Excellent Customer Support- worth to check

I really loved my experience with the TeamSupport. It is helping me in understanding the needs of my customers better. Our ability to reply to our customer's queries had been improved and now we can reply back to them in less time. We found it very easy to use and if we find any problem regarding it's usage, it's amazing Support is available for us. I would definitely recommend this to new customers.

Pros

I found it very easy to use and customize. While we were using the TeamSupport, we just got an issue regarding the customization, then we contacted the Support of TeamSupport and got the reply within 1 hour. Their Support which runs 24/7 is just amazing. They provide the ability to create custom field which is really helpful for people dealing with a lot of date regarding sales and purchase etc.

Cons

Although, it's very difficult to tell what I liked least about the TeamSupport. But still, I will suggest some improvements like the ability to open in new tabs, more compatibility with moderate specs PCs, email integration and more details regarding the creation of the tickets like place of the creation of the tickets.

Couldn't do my job without TeamSupport

I actually need to use our TeamSupport more, to include the self-service portal. I feel it could help us greatly!

Pros

Ease of use is one of the best things about TeamSupport, along with the fact that our support folks also use it for tracking outside tickets. Integration, history, all great!

Cons

TeamSupport is always updating, and I feel they have kept up with our needs.

Solid software package

I've been using Team Support for a couple years now and it's definitely increased the ability for us to manage our support/development/teseting requests as we rapidly grow as a company.

Pros

Easy action items and notation for ticket monitoring Useful reminder system and parent/child ticket association which allows for easy ticket grouping Water Cooler feature is useful for posting temporary messages everyone should/can be aware of

Cons

Sometimes lacks response time / freezes up Bugs/support requests aren't always fixed and/or followed up on (I still have some minor outstanding tickets into support)

Solid and easy to use

I have used Team Support for a few years and it has served our support purposes very well. It is flexible enough to handle advanced ticket management features and simple to implement. Their support is very helpful and responsive to issues also. Very proactive when it comes to upgrade and possible outage/interruption notices. And they communicate cause and resolution openly. Overall nice interface, easy to use, flexible and expandible, a great value.

Pros

Very easy to implement and use Team Support. Low cost of ownership and it grows and adapts as needed. When we migrated from in-house to hosted email, it was an easy adjustment to keep it integrated. Very happy with the product and the support

Cons

None that I have come across

Amazing B2B Ticketing System

I solve technical problems relating to my company's software. The benefits are to send and receive messages easily, setting priorities to tickets, and escalating tickets when needed, as a result the customer is always in the loop of the progress of the ticket.

Pros

The Ability to add reminders to tickets. This is a great feature to have, so I know when to get back and start working on specific issue that will require more time. Next. Automated messages are sent out to customers during the weekends and holidays. Also, adding subscriber to the tickets is very important when 1 or more users are involved in a team, its good to add a subscriber to keep all the users in the loop.

Cons

Team Support is only compatible in specific browsers such as: Chrome. Secondly, the layout of the web page is a little confusing, since so much information is intact to in web-page. Also, when clicking on a specific ticket, there are screenshots in the webpage that are not scalable, so you have to use a navigation bar to slide over to the right to see the cut off portion of the screenshot.

TeamSupport is a good product

Pros

-Integrates with Azure DevOps eliminating the double work of having to copy comments and custom fields over manually -Groups, templates, email triggers, customer facing processes, and reports functionality work well and are essential to many of our processes -There are many video resources available as well as live information sessions throughout the year that spark ideas for us to better utilize all the TeamSupport functions

Cons

-Integrations can be buggy at times but Support has been good about diving into the problems -Workflows for things like ticket statuses needs some enhancements to semi-automate the process; it's very manual and time consuming at the moment to setup for each ticket type and starting status -The addition of update queries or the ability to mass update tickets would be valuable

More capable than most, but still some additions I'd like to see

Getting the system configured for our particular use has been "tricky". It is working for us, but there are some limitations that make it difficult in some areas. For instance, notification via text message should be based on "who is on-call". As it is, I can notify, but I have no-way to denote who is "on-call". So, there may be some way to do this and change the external calls/texting based on it, but it isn't intuitive. Another issue has been with refreshing the screens. (we need to manually do that) However, this system is working for us an our clients, overall, and has met 90% of our needs. Working with customer service, we have had to resolve our own issues on occasion, which is a frustration. (no ideas presented to us, and we just "found" a way)

Pros

Ability to customize ticket entry questions. Ability to allow customers to directly enter tickets Ability to allow for texting our cellphones for tickets that have not yet been assigned. Ability to enter time on tickets, and retroactively enter/change time. Ability to search on old issues and for our customers to see the issues.

Cons

Inability to tag a ticket with a "classification". (we charge different rates and minimum hours for different times of day/week/holiday) There isn't a good way to track that in the system and we are having to use the comment entry to work out offline ourselves. My customers want 1 report entry (at the end of of the day), that shows them what the issue was, and the final resolution (only), and time/$ breakdown per time spent on the project. I do find it hard to externally work a report for that. We have had to generate a VB application to manipulate/merge and calculate everything based on the reports that I can get form the system in order to get what we actually need to share with our clients. CDI should take into account tickets that are "Waiting on Client". (and remove them from the calculation) Currently, I have 2 tickets that are waiting on clients, but the CDI is "maxed out", because it has taken then more than 2 months to get their "act in order". That shouldn't frustrate them and drive the CDI up. Why can my clients (outside their contract date enter a ticket, but I cannot enter a ticket for them?). Sometimes we need to "catch them up later"..... I need a way to track our active "on-call" resource and make it so that our ticket automation only alerts us the "on-call" resource (via text message) to those considered currently "on-call". Currently, we have to change that setup manually (pain).

We love Team Support!

It is a critical part of our daily work and we trust it :)

Pros

The TS CRM is top-notch, we use it daily, all day long. The reporting, workflow, and interaction are crucial to our business (Software company) Your support team is rapid in responding and knowledgeable.

Cons

I'd love to see more in-depth documentation on reporting. I often find documentation that gets me started, but stops short of detailed examples of "how" to achieve what I need in a report. We occasionally see glitches when it comes to notice emails when clients sign in and update their tickets. It is sporadic, but in the last three months, our employees have reported not receiving a notice when a ticket they are assigned gets an update from the client.

Excellent web-based ticketing & task management software. Amazing live support.

TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We tried several different management platforms and found that TeamSupport was simply the easiest both to get started with, and to customize to our particular needs. Other solutions that we looked at either 1) were easy to get started with but didn't offer much in terms of customization or 2) required that you spend days and days organizing & customizing the mass amount of features that had to be set up. TeamSupport was the perfect medium between the two!

Pros

We were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients. Also, I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload.

Cons

Although the mobile version of the TeamSupport web app does seem to load well, there are limitations to it. For example, on my Android, I can pull the page up, login, and see all of our tickets, but for some reason I can't open up a ticket to see further details. it would be nice to see an actual mobile app integration. I'm sure it's only a matter of time before the developers release this.