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.

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.

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).

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.

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.

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.

Flexible customer support platform that shows promising growth

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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

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.

best support application to use

Opmerkingen: the application has given us opportunity to respond on concerns on time through chat boxes provided

Pluspunten:

I like the message chatting feature that is provided its so simple to use with good interface indeed

Minpunten:

using team support need stable internet connections which makes it more expensive

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.

Take a shot, give it a GO

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

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.

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

Opmerkingen: 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.

Pluspunten:

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!

Minpunten:

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!

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

TeamSupport is great!

Opmerkingen: My experience has been great

Pluspunten:

I like how user friendly the software is. I also like how it records time spent on tickets/calls.

Minpunten:

It would be nice to see coworker's open tickets. My group is very tightly knit and often we help each other on tickets. If I could search my coworker's name and then view his open tickets, it would make finding the ticket he needs help on a lot easier.

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.

TeamSupport Review

Opmerkingen: My day to day working experience with TeamSupport is acceptable

Pluspunten:

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.

Minpunten:

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

TeamSupport provides complete ticket tracking and project management support

Pluspunten:

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.

Minpunten:

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

Team Support Thoughts

Opmerkingen: 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)

Pluspunten:

ease of use, access

Minpunten:

n/a

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.

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