TeamSupport Reviews

TeamSupport

4.5 (844)
The complete B2B solution for great customer support

Overall rating

4.5 /5
(844)
Value for Money
4.4/5
Features
4.3/5
Ease of Use
4.4/5
Customer Support Software
4.5/5

93%
recommended this app
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844 Reviews

Ifeoma
Overall rating
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Team support makes us a more efficient with customer support.

Reviewed on 10/07/2018

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.

Aldo
Overall rating
  • Industry: Education Management
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Review for teamsupport

Reviewed on 23/11/2021

Pros

easy to use and has a lot of tools for all areas

Cons

probably user interface the interface can be confused for the end-users

Alternatives Considered

Odoo

Reasons for Switching to TeamSupport

the company used this software for some time and the implementation takes a lot of time
Rod
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

RodsReview

Reviewed on 05/07/2016

Been on the system of a year and half and the same issue still plague me. I have submitted Numerous...

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.

Atlee
Overall rating
  • Industry: Business Supplies & Equipment
  • Company size: 11–50 Employees
  • Used Monthly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Industrial duty ticketing system

Reviewed on 12/09/2019

It sure beats having customer information scatter far and wide in spreadsheets, random notes, misc...

It sure beats having customer information scatter far and wide in spreadsheets, random notes, misc places. Being able to see customer distress indexes, drilling down on what is repeatedly failing, etc. is a valuable tool.

Pros

It's robust, has more features than almost anything in it's class, and the support team behind it is super friendly, and helpful. And they're based in Texas!

Cons

Although it is bragged up as being self-hosted, they price the self-hosting option WAY out of reach for a small business like ours. So we're still forced to use their cloud-based system which has way too much latency for this day and age, and we're forced to use their mile long gibberish email address to get emails into the system. Why not simply have mail server settings so we can use our own mail server?

Alternatives Considered

Freshdesk and osTicket

Reasons for Switching to TeamSupport

Mainly because of the company behind it. They have B2B experience and features without the clunky interface of some other products.
Marek
Overall rating
  • Industry: Financial Services Software
  • Company size: 2–10 Employees
  • Used Weekly for Free Trial
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

TeamSupport Review

Reviewed on 25/05/2023

My overall experience with TeamSupport software has been positive. The software provided a...

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.

Pros

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.

Cons

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.

Vinodh Kumar
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Amazing tools with worth for small organizations.

Reviewed on 09/03/2023

Pros

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

Cons

Ticket Automation & Routing Rules,Collaboration Features Within Tickets

Alison
Overall rating
  • Industry: Information Services
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Team Support review

Reviewed on 14/07/2023

Overall Team Support is a great software tool to use and have because it a software that helps...

Overall Team Support is a great software tool to use and have because it a software that helps businesses keep and maintain business projects and customers.

Pros

Team Support helps keep and maintain your customers through the software. Its a great software tool to have.

Cons

Team Support needs help in the email department business owner may from time to time have to do things manually. Unfortunately this is one of the consequences of having Team Support software.

Mizanur Rahman
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Customer support can be more efficient with TeamSupport.

Reviewed on 15/03/2023

I really like TeamSupport a lot. It has helped us get in touch with our customers through live...

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.

Pros

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.

Cons

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

Phillip
Overall rating
  • Industry: Shipbuilding
  • Company size: 2–10 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 8.0 /10

What's the benefit from TeamSupport

Reviewed on 20/03/2023

Pros

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.

Cons

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.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Wonderful help desk related Software

Reviewed on 16/02/2023

Pros

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

Cons

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

Johanna
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 9.0 /10

Team Support

Reviewed on 01/09/2020

We use Team Support to track Customer Support issues, upgrades, software bugs, projects, and...

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.

Response from TeamSupport

Thanks Mr. Gardner for sending good vibes our way! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides.

We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year.

Lane
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

The best solution for our business

Reviewed on 28/08/2020

This has been good - it was a little rocky when I was first implementing TeamSupport for another...

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.

Blair
Overall rating
  • Industry: Security & Investigations
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Solid Product and great ticketing software

Reviewed on 13/02/2021

I've been impressed with the support and response times from the the Chat requests; I always...

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

Alternatives Considered

NetSuite and Zendesk Suite

Reasons for Switching to TeamSupport

Price, features, Product Line features

Response from TeamSupport

We sure appreciate the positive review Blair. All feedback helps us continue to improve. Remember, there are many resources that we provide so that you continue to have all of the tools you need to make the most of the TeamSupport platform, including our monthly TeamSupport University webinar exclusively for our clients.

Plan to join us on the fourth Wednesday of the month to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university

Stacy
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Team Support Review

Reviewed on 27/09/2020

We use TeamSupport everyday for managing our customer support tickets.

We use TeamSupport everyday for managing our customer support tickets.

Pros

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

Cons

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.

Response from TeamSupport

Hello Stacy,

We really appreciate you taking time to post your comments.

The TeamSupport platform is designed to be straightforward and simple to use, making your life easier! We're sorry to hear that has not been your experience.

Please give us the opportunity to learn more about your specific issues. I will have a member of our Customer Success team reach out to you directly.

We look forward to finding a solution.

Thank you,
Niki Finegan

Michael
Overall rating
  • Industry: Telecommunications
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

TeamSupport - A Valuable Lifeline

Reviewed on 24/05/2019

Overall, TeamSupport is a vital tool that I know myself and many others in leadership roles could...

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.

Deborah
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great Product and Great Customer Service

Reviewed on 10/02/2021

Team Support has been nothing less then great. They are always willing to help and provide more...

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.

Response from TeamSupport

Thanks Deborah for sending good vibes our way! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides.

We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year.

Sandi
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Streamlined our Support and Improved Customer Experience

Reviewed on 20/03/2017

Prior to using Team Support our Support department worked tickets through Outlook - I can't even...

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.

Alfred
Overall rating
  • Industry: Automotive
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Judgement Day

Reviewed on 21/05/2020

Great Experience.

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]

Nelida
Overall rating
  • Industry: Public Safety
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

East Ticket Tracking

Reviewed on 08/01/2020

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

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.

Verified Reviewer
Overall rating
  • Industry: Semiconductors
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Holy orginization, Batman!

Reviewed on 14/05/2019

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

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.

Claudia
Overall rating
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great software to be organized

Reviewed on 17/07/2020

As a user of almost a year I can say that I find this software really useful and a good tool to...

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 .

Deborah
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Customer Support

Reviewed on 08/09/2020

They have been excellent for our support portal.

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.

Response from TeamSupport

Thanks Deborah for the aewsome review! We put a lot of work into that, and we're glad to hear it's serving its purpose and helping you out.

If you have any questions feel free to reach out to [email protected] directly. Thanks again!

Erik
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

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

Reviewed on 17/05/2019

I'm definitely happy to be using TeamSupport as it has made me tend to work differently than I have...

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.

Bill
Overall rating
  • Industry: Utilities
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

We love Team Support!

Reviewed on 01/09/2020

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

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.

Rafael
Overall rating
  • Industry: Medical Devices
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

A very useful tool for a Technical Support Department

Reviewed on 07/01/2021

Our customers like to interact with us thru Team support

Our customers like to interact with us thru Team support

Pros

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.

Cons

Customizing reports, the templates are not easy to follow

Response from TeamSupport

Thanks for sending good vibes our way! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides.

We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year.