TeamSupport Overview
What is TeamSupport?
TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries. Created by industry experts who lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate customer bases for its clients. TeamSupport stands alone as the leading support solution that helps solve for sophisticated client needs and fuels successful client interactions.
TeamSupport Overview
Pricing
Pricing options
Support Desk : $50/month per user*
Enterprise: $65/month per user*
*with annual billing
Payments may be made monthly or annually
Free trial - no credit card required
All plans include unlimited support & training
TeamSupport Features
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TeamSupport Reviews
TeamSupport Reviews
Inventory Management
I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis.
I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers.
Overall we like Team Support as it meets our current requirements and expectations .
Customer Support
We can track every customer input / feedback and stay on op of the product.
RodsReview
Been on the system of a year and half and the same issue still plague me. I have submitted Numerous Feature Request and the sit in Pending or are denied. I have Many Many open Cases that are Bugs and they seem to go no where as well. I have one in particular the happens to me every day, But was told it wasnt a over all a big deal, and the work around is to copy and paste my action to a notepad, Hit Refresh on the Ticket, Start a new Action, Copy and paste my notepad back into the New Action. This seems a little much. I was also told of a Feature that was very important to us, would be coming. After a month or two on the system I inquired about it, and was told, nope cant do it. We constantly have to refresh the interface, Hangs up a lot. System Performance is a big issue. Does seem that all the server issues that were going on are better, but that was painful. We get a ton of SPAM cases, There needs to be a way to filter that by domain name.
TeamSupport Review
My day to day working experience with TeamSupport is acceptable
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Team support makes us a more efficient with customer support.
Pros
Team support makes it easy for my team to focus on the customers as against just focusing on tickets. With support tools ,we have tried in the past ; we were able to resolve customer tickets , but found it difficult resolving all of them at once.
Team support provides the customer care team with high level visibility , which enable our sales team to manage and resolve customer tickets at a company level as against resolving them at a ticket level.This eliminates duplicate efforts where we have multiple support agents helping out a single customer to resolve multiple tickets at same time.Thus ensuring we are able to resolve all customer issues at once, as against on a ticket by ticket basis.
Overall, Teamsupport has saved us time ,and made our customers happier.
Cons
It is not intuitive even though it is very effective. Also will like to see more information with new tickets opened by customers. For example ,will be helpful if agents can see from what geographical location the ticket was created from, or from what part of the website the ticket was created from.
Inventory Management
I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis.
I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers.
Overall we like Team Support as it meets our current requirements and expectations .
Pros
I primarily use Team Support for Inventory Management.
I like that I am able to search a terminal based on the serial number alone.
It is helpful to leave a note for each terminal, I use the notes to indicate the current status of a terminal, whether it is ready to be loaned out or if it already been loaned etc. Team Support has a provision to assign an inventory item to a Customer. I find that very helpful.
I like the feature where I am able to schedule the reports to be emailed to more than one email address. These reports need to be sent at particular time and day without fail. Auto scheduling the email report saves me a lot of time and complications.
I also like the fact that Team Support is compatible for API Integration. We are looking to develop a centralised platform in our firm and want to be able to fetch info from Team Support for Data Analysis. This is in our pipeline and we are looking to implement this sometime in the future.
In the past the upper management used to shoot us emails enquiring about the particular issue. It takes up our time to email the management back with the status of that issue. Now the upper management simply logs into team support to view and oversee the status of a ticket/issue
Cons
However, the frustrating part of Team Support is the reporting section. When I open up the inventory report, it displays a list of all the terminals I have added to the inventory and when I want to get more information on a particular terminal, I notice that I cannot click on the terminal to navigate to that terminals page. Not only that, I cannot copy the serial number of the terminal from the inventory report. This applies to pretty much all the reports. All reports are in read only format. I humbly request Team Support to make the items on the report as clickable and actionable in the future.
Customer Support
We can track every customer input / feedback and stay on op of the product.
Pros
Very easy to use, and it has been a critical tool to track issues and plan ahead for service
Cons
App could be improved, other than all the integration is easy and friendly user
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.
RodsReview
Been on the system of a year and half and the same issue still plague me. I have submitted Numerous Feature Request and the sit in Pending or are denied. I have Many Many open Cases that are Bugs and they seem to go no where as well. I have one in particular the happens to me every day, But was told it wasnt a over all a big deal, and the work around is to copy and paste my action to a notepad, Hit Refresh on the Ticket, Start a new Action, Copy and paste my notepad back into the New Action. This seems a little much. I was also told of a Feature that was very important to us, would be coming. After a month or two on the system I inquired about it, and was told, nope cant do it. We constantly have to refresh the interface, Hangs up a lot. System Performance is a big issue. Does seem that all the server issues that were going on are better, but that was painful. We get a ton of SPAM cases, There needs to be a way to filter that by domain name.
Pros
-Its Cheap per seat,
-Its customization of fields
Cons
-Being able to share a custom field between company and ticket, This is huge to us, Salesforce did it.
-Your Text Formatting and editor is terrible. It constantly changed font sizes
-The fact the you always have to refresh and update. If you have a ticket open on your tabs and something comes in, you have to refresh or close and reopen. Your new Screen capture program as it is easier to use the quality is terrible compared to what was there a year ago or whenever it was switched out.
-The fact that I dont get my submits actions sent to my email, This needs to a field I can chose to receive or not
-The fact that you cant duplicate a ticket
-Cant Create Ticket Views for Individual user
-Need Action the Save button at the top of the action as well as the bottom.
-NeedFloating Formatting bar
-Add option to minimize or +/- actions on ticket page
-A way when a customer has multiple tickets open, and replies to the wrong ticket - To be able to move/merge that action to the proper ticket.
TeamSupport Review
My day to day working experience with TeamSupport is acceptable
Pros
Ticket creation and ticket prioritizing is excellent. Ticket update is simple and client gets a copy of the updates via email is a great feature.
Ticket escalation to other groups is easy.
Customer management is excellent.
Cons
Sometimes slow to update
Sometimes the software is not responsive so I have to refresh browser
lack of customization at the end user level
Chat status and online status could have better options
Response from TeamSupport
Thanks Mr. Marcaida 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.
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TeamSupport Pricing
TeamSupport Pricing
Support Desk : $50/month per user*
Enterprise: $65/month per user*
*with annual billing
Payments may be made monthly or annually
Free trial - no credit card required
All plans include unlimited support & training
Support Desk : $50/month per user*
Enterprise: $65/month per user*
*with annual billing
Payments may be made monthly or annually
Free trial - no credit card required
All plans include unlimited support & training
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TeamSupport Features
TeamSupport Features
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Categories
Categories
Additional information for TeamSupport
Additional information for TeamSupport
Key features of TeamSupport
- Advanced Customer Portal, KnowledgeBase, Forums
- Best In Class Reporting, Exporting, Filtering, Sorting
- CRM Integrations with Salesforce, Highrise & Zoho
- Custom SLA Management
- Customizable Fields, Ticket Types, Statuses, Severity, etc.
- Easy to Implement, Flexible and Intuitive
- Easy to Use Mobile Version
- Email-To-Ticket, Live Chat, Multi-Channel Support
- Integrated Screen & Video Recordings
- Intelligent Ticket Deflection
- Mobile Integration
- Powerful User Rights Management
- Product & Inventory Tracking
- REST API
- Real-Time Internal Collaboration & Wiki
- Software Version & Asset Tracking
- Tagging & Ticket Queues
- Ticket Collision Prevention
Benefits
With TeamSupport, your teams will communicate and collaborate better, issues will be resolved faster and your customers will be much happier! Our unique software solution is built with Business to Business (B2B) technology companies in mind, including Product & Inventory tracking features.
Manage customers as a company, not just on a tickets by ticket basis.
Improve resolution time and make sure no issues fall through the cracks.
Stop relying on email and let everyone on your team see everything that is happening in one place.
Identify patterns and flag customers who might be at risk due to high volume of ticket requests.
A web-based Customer Service & Help Desk application, TeamSupport is a powerful customer support suite & ticketing system with a focus on collaboration.
TeamSupport helps you:
(1) Decrease ticket resolution time.
(2) Work more effectively as a team.
(3) Better understand your customers both as individuals and at a company level.
(4) Improve Support Team Productivity
TeamSupport FAQs
TeamSupport FAQs
Below are some frequently asked questions for TeamSupport.
Q. What type of pricing plans does TeamSupport offer?
TeamSupport offers the following pricing plans:
Starting from: $50.00/month
Pricing model: Subscription
Free Trial: Available
Support Desk : $50/month per user* Enterprise: $65/month per user* *with annual billing Payments may be made monthly or annually Free trial - no credit card required All plans include unlimited support & training
Q. What are the main features of TeamSupport?
TeamSupport offers the following features:
- Advanced Customer Portal, KnowledgeBase, Forums
- Best In Class Reporting, Exporting, Filtering, Sorting
- CRM Integrations with Salesforce, Highrise & Zoho
- Custom SLA Management
- Customizable Fields, Ticket Types, Statuses, Severity, etc.
- Easy to Implement, Flexible and Intuitive
- Easy to Use Mobile Version
- Email-To-Ticket, Live Chat, Multi-Channel Support
- Integrated Screen & Video Recordings
- Intelligent Ticket Deflection
- Mobile Integration
- Powerful User Rights Management
- Product & Inventory Tracking
- REST API
- Real-Time Internal Collaboration & Wiki
- Software Version & Asset Tracking
- Tagging & Ticket Queues
- Ticket Collision Prevention
Q. Who are the typical users of TeamSupport?
TeamSupport has the following typical customers:
Small Business, Large Enterprises, Non Profit, Mid Size Business
Q. What languages does TeamSupport support?
TeamSupport supports the following languages:
English
Q. Does TeamSupport support mobile devices?
TeamSupport supports the following devices:
Android, iPhone, iPad
Q. What other apps does TeamSupport integrate with?
TeamSupport integrates with the following applications:
Akita, CozTel, Customer Thermometer, Freshsuccess, Help Desk Migration, Nicereply, Twitter, VICIdial, Wordpress, Zoho SalesIQ
Q. What level of support does TeamSupport offer?
TeamSupport offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials