TeamSupport reviews

Team support makes us a more efficient with customer support.

Pluspunten:

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.

Minpunten:

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.

Intuitive, Useful Software Company-wide

Opmerkingen: Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong as a useful solution for us whose advantages outweigh its detractors.

Pluspunten:

I like the largely intuitive interface and functionality. Creating actions (public/private) are extremely easy as is pasting in-line images, adding attachments and customizing ticket types. Once saved, the formatting of actions are ideal and translate to what the user entered. Not all other ticketing software handles it this well.

Minpunten:

Performance/stability has certainly improved over the years and has become more reliable. Despite that, there are the odd instances of slowness or degraded performance. The reporting could be more robust and easier. The ability to create more than one new (unsaved) ticket simultaneously would be very helpful.

Amazing tools with worth for small organizations.

Pluspunten:

Ticket collision and even calendar, Customer Self-Service, Ticket Deflection

Minpunten:

Ticket Automation & Routing Rules,Collaboration Features Within Tickets

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

Opmerkingen: 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)

Pluspunten:

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.

Minpunten:

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).

Customer support can be more efficient with TeamSupport.

Opmerkingen: I really like TeamSupport a lot. It has helped us get in touch with our customers through live chats, IT ticketing system, and reply to inquiries on time, thus improving our relationship with our customers.

Pluspunten:

It is easy to understand and has many useful tools, as well as being able to modify it for what is most valuable to us. We can save customers, and when they create new tickets, their info is populated automatically.

Minpunten:

I have nothing to dislike TeamSupport. But they may improve their website. Site functionality or page load times have occasionally slowed down.

Best b2b customer support software

Opmerkingen: it has helped us get in touch with our customers through live chats and and the IT ticketing system and reply to there inquiries on time hence improving our relationship with our customers

Pluspunten:

I like the advanced automation and ticket management tools that allows me to automate repetitive processes this allows our desk agents to focus on solving sophisticated issues with our clients and building a stronger relationship with our customers other than keeping on replying our clients the same repetitive messages

Minpunten:

The ticketing system is some time less effective especially when we alot tickets from clients are requested and some times emailing individual emails is tiresome, since it does not allow spamming other clients on the ticket list

Top quality product for customer support

Opmerkingen: It is a very good software to use for customer support

Pluspunten:

This software is very easy and user friendly to use . We create tickets very easily and also It helps us many ways as it automatically send the mails of the open tickets so that we cannot miss anybody on mail .

Minpunten:

No there is no such issue with the software .

What's the benefit from TeamSupport

Pluspunten:

Once you know where everything is, the produce is quite simple to utilize. I adore the automated email tool since it comes in handy when we are not in the office or when we need to check up on tickets that have not received a response. If a ticket is not responded to after a set period of time, the system even closes it.

Minpunten:

The reports are a little challenging to understand. It's possible that I haven't made time to thoroughly understand the reports. On the plus side, however, the agent has been quite helpful in assisting us in making or producing reports that are valuable to us; as a result, we do not miss out on what we require.

Wonderful help desk related Software

Pluspunten:

Good to use this system in the use of Help desk & customer management system. So much user friendly to use the UI interface. Live chat feature is the wonderful module

Minpunten:

I got some issue in Live chat module, it can be my internet connection. But I tried it. And as wel as the UI sometimes make a lack on my device

Team support makes customer services easier

Opmerkingen: The overall experience with team support is good. I appreciate how easy of tracking and manage tickets in team support. It is simple to use.

Pluspunten:

Team support provides services to customer by answering the common issues these can be access by the customer. This feature reduces the work load. It simply solve the support problems makes you feel professional.

Minpunten:

The message threads on tickets are slow it takes time for loading. The user should be automatically logged out.

TeamSupport a great support and customer management application

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

The best solution for our business

Opmerkingen: 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!

Pluspunten:

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.).

Minpunten:

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.

TeamSupport for Customer Support

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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.

TeamSupport Supports

Opmerkingen: The best part of TeamSupport is the support, the support team has helped us sort out every problem along the way and do it pretty quickly. If the software doesn't have the ability to do what you're trying to do, feature requests are often filled to meet your needs.

Pluspunten:

Easy workflow and team management - TeamSupport has improved our customer support vastly over the years, we use groups for our different support teams and brands to keep things well organized. Over the years we have taken advantage of more features and functions including asset management, automation and data management via API.

Minpunten:

There isn't much that we don't like about TS, but our team would benefit from a better mobile version that allows you to easily update customer tickets, at the moment the mobile functionality is designed to be more of internal operations and collaboration rather than customer-facing.

TeamSupport - A Valuable Lifeline

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Good product

Opmerkingen: I find TeamSupport user friendly. Due to the nature of my job, I use TeamSupport very frequently and it is very useful.

Pluspunten:

Team Support is easy to use. Tickets are opened by an email and it sends notifications to relevant users when an issue is created, updated or escalated. It also allows contacts to access the portal and open their tickets and also review them.

Minpunten:

The report creation can be challenging. In 2020 I needed particular report but when I tried to create it I was not able to. I called team Support Support who said they are the only ones who can create that report.

Customer service has never been this convenient .

Pluspunten:

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.

Minpunten:

I cant think of anything we do not like about TeamSupport

Streamlined our Support and Improved Customer Experience

Opmerkingen: 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!

Pluspunten:

visibility allowing for collaboration, reporting, multi channel support offerings

Minpunten:

Formatting within tickets could use some improvement.

Exceptional Service and Product

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

Pluspunten:

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

Minpunten:

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

East Ticket Tracking

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

Pluspunten:

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

Minpunten:

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.

Core System for Working with both Internal & External Customers

Pluspunten:

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.

Minpunten:

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.

Great software to be organized

Opmerkingen: 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! :)

Pluspunten:

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.

Minpunten:

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 .

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

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Amazing B2B Ticketing System

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

A very useful tool for a Technical Support Department

Opmerkingen: Our customers like to interact with us thru Team support

Pluspunten:

We have been using Team Support for four year, I can say that this is a software used to develop customer interaction, it is very useful and easy to dealt with The support level is expedite when needed.

Minpunten:

Customizing reports, the templates are not easy to follow