TeamSupport reviews

In a word, "TeamSupport rocks!"

Opmerkingen: Through TeamSupport's email-based ticketing system, we're able to maintain open lines of communication with our clientele and quickly resolve any issues that may arise; the software's thorough and efficient ticket templates mean we don't have to ask our customers for unnecessary details; and its straightforward configuration makes it a great help desk.

Pluspunten:

TeamSupport's strongest feature is undoubtedly its ability to supply users with options that are easy to install and maintain. It's also so easy that anyone who wants to can pick it up and run with it in only two days. This program is an improvement over the Reading Desk and its ilk since it allows for individualized setup based on the user's specific requirements.

Minpunten:

It would be helpful if TeamSupport worked with other cloud services like Google Apps and Office 365. TeamSupport's sluggish functioning and page load times are the service's biggest flaws in my opinion. It would be really helpful to have one-click shortcuts for commonly performed activities like moving or closing tickets.

I really like TeamSupport's ticket redirection features

Opmerkingen: Having everything in one place makes it much easier to manage and sort through requests for assistance. Because of the program's compatibility with our other tools, our staff is able to maximize its efficiency when using it.

Pluspunten:

Our favorite part about using TeamSupport is how it streamlines our communication with customers. By consolidating our customer service efforts, we can better meet the demands of our clients. The software's compatibility with our other resources also makes it easy to centralize the management of customer tickets, tasks, and interactions.

Minpunten:

I recognize the value in TeamSupport, however I've run into a few issues with it. When we need to respond quickly to a client's request, it's frustrating when the UI is slow and unresponsive.

Best Product Support Teams

Opmerkingen: Experience is really very good with TeamSupport. It has centralized system for tracking and managing customer support tickets and also has ticket automation which is very good.

Pluspunten:

It has Simple UI and Easy to use application which has made communications easy. Also the report building feature is really very good. Ticket Automations are also really good.

Minpunten:

Nothing, I like everything about TeamSupport. It's just lag which happens sometimes.

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).

Excellent app

Opmerkingen: i loved it actually. i would change a few things like the task options but its pretty easy cut and dry

Pluspunten:

i loved this app when i used it. it is simple and stable.

Minpunten:

change my close to all open and that would be very useful. add the ability to see next task.

Great Solution

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

TeamSupport is an excellent choice for a help desk

Opmerkingen: TeamSupport's functionality is on par with that of competing products, but I prefer working with it because the information I need to manage my business is more logically organized.

Pluspunten:

It doesn't take much mental effort to understand how the product works and how to apply the many facets of your support function to it. My innate teamwork skills allowed me to effectively coordinate with my colleagues, the client, and TeamSupport to improve our service to the customer.

Minpunten:

Outdated user interface. The business is ignoring its primary offering. Very little. Its features are so similar to those of other CRMs that you'll be hard-pressed to find one that meets your specific needs if you don't already use another CRM.

It is an excellent help desk solution in our company

Opmerkingen: The best thing about TeamSupport is the way it simplifies our interactions with clients. We can better address the needs of our customers if we pool our customer service resources. Because of the software's interoperability with our other tools, we are able to effortlessly consolidate our ticketing, task, and interaction management for all of our customers.

Pluspunten:

Having all the requests for help in one central location is quite convenient. Our team is able to get the most out of the software because of its seamless integration with our other systems.

Minpunten:

I appreciate TeamSupport for what it's worth, but I've had some difficulties with it. It's annoying when the user interface is sluggish and unresponsive when we need to reply fast to a client's request.

TeamSupport Admin

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Livechat works great!

Pluspunten:

I have tried other versions of livechat software, but I do think I like this one the best. The Interface is easier to use than most.

Minpunten:

I dont really have any cons. It always works and is reliable.

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.

Team Support

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Team Support Review

Opmerkingen: My experience with TeamSupport has been very good. The online support help is very responsive. Our Admin is extremely knowledgeable on TeamSupport as well which is helpful.

Pluspunten:

When we implemented Team Support, we did not have a CRM system prior, so it was a little tricky at first knowing how we wanted the ticket workflow to occur. After setting up a few ticket types and understanding the logic with the setup, it was smooth sailing setting up different type tickets for product inquiries to escalations to goodwill calls to managing COVID type activities for our clients, etc. At a moment's glance I can tell what is outstanding and what may need immediate attention.

Minpunten:

The reporting can be challenging. We use Activities and Tasks a lot. To be able to include fields across the board in any report would be extremely helpful. Your limited with how you can report on tasks. Clients have shared they feel sometimes the layout of the emails they get are busy looking. TeamSupport recently made changes to improve this. We will be rolling this out soon. Clients seem to like the Ticket Hub feature quite a bit.

Solid Product and great ticketing software

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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

Team Support Review

Opmerkingen: We use TeamSupport everyday for managing our customer support tickets.

Pluspunten:

The TeamSupport interface is not bad and the search has recently been improved in order to find things faster.

Minpunten:

The configuration and setup is very non-intuitive and confusing. Also, it seems like they often have issues with the software spinning or not refreshing the data correctly (i.e. missing part of the ticket info). Another issue we ran into is that if a ticket is submitted that happens to have the same subject line as another ticket, it will add it to that ticket which can be very bad in HIPAA sensitive situations.

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.

Great Product and Great Customer Service

Opmerkingen: 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!

Pluspunten:

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.

Minpunten:

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.

TeamSupport Review

Opmerkingen: My overall experience with TeamSupport software has been positive. The software provided a comprehensive solution for managing customer support, enabling efficient ticket management, collaboration, and reporting. The intuitive interface and powerful search capabilities made it easy to navigate and address customer inquiries promptly. While there were some limitations in terms of customization, the software's core functionalities met our requirements effectively. The software played a crucial role in improving our customer support processes and enhancing customer satisfaction. Overall, my experience with TeamSupport software has been valuable and productive in managing customer support operations.

Pluspunten:

One of the things I liked most about TeamSupport software was its robust ticketing and customer support management features. It provided a centralized platform for managing customer inquiries, tracking tickets, and collaborating with the support team. The software's intuitive interface and powerful search capabilities made it easy to find and address customer issues promptly. Additionally, the ability to create custom reports and analytics allowed for better visibility into support metrics and performance, enabling proactive decision-making.

Minpunten:

While TeamSupport software had many positive aspects, one thing I liked least was the lack of some advanced customization options. While the software offered a decent level of configurability, there were certain areas where additional flexibility would have been beneficial. For example, the ability to tailor the user interface or create more complex workflow automations would have enhanced the software's adaptability to specific business needs. However, this limitation did not significantly hinder the overall functionality and effectiveness of the software.

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

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

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.

Solid support management software

Opmerkingen: 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.

Pluspunten:

- 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

Minpunten:

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).

Couldn't do my job without TeamSupport

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

Pluspunten:

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!

Minpunten:

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

Flexible product with excellent Customer Support

Opmerkingen: Overall it has been positive. Very impressed with Customer Support, who were very responsive and obviously knew the product. As I work in Support, I appreciate this.

Pluspunten:

Ticket are automatically created. Easy to use.

Minpunten:

Sometimes you just want to email one person on the customer list for a ticket, so you have to go to normal email to do that, rather than spam all the other people on the ticket.