Key Features of TeamSupport
- Email-To-Ticket Integration
- REST API
- Integration With Popular CRM's Such As Highrise & Salesforce
- Customer Self Service Portal, KB, Forums
- Screen Recordings
- Internal Social/Collaboration Tool: "The Watercooler"
- Mobile Support
- Automation, Escalation, Time Tracking
- Software Version & Asset Tracking
- Reporting, Exporting, Filtering, Sorting
- Customizable Templates
- Live Chat
- SLA Management
- Source Control Integration
- Tagging & Ticket Queues
- Canned Responses
- Custom Fields
- Custom Workflows
Screenshots Click image for larger version
TeamSupport is an enterprise class customer support management and help desk app designed for B2B technology companies and for institutions offering internal support. It helps companies excel at managing their Customer Support communications through different channels, such as telephone, web, email or chat - all from the cloud.
Some of the features of this help desk tool are Customer Portal, Live Chat, Team Collaboration, Advanced Ticket Management, Screen Recording.
The analytical module included, is powered by Zoho Reports. TeamSupport clients can filter, sort, view and analyze their business data.
TeamSupport is a completely hosted solution, which is delivered in a "Software as a Service" (SaaS) model. That means you don't have to install any software or buy any additional software. Everything is managed for you. As long as your team has an internet connection, they can access the full functionality of TeamSupport anywhere in the world, from any computer.
|Intended Users:||Associations, Freelancers, Large Enterprises, Mid Size Business, Non Profits, Small Business|
|Devices Supported:||Android, iPhone-iPad, Linux, Mac, RIM-BlackBerry, Web-based, Windows, Windows Phone|
|Supported Countries:||Australia, Canada, Europe, Germany, Japan, Latin America, United Kingdom, United States|
|Supported Languages:||Dutch, English, Finnish, French, German, Irish, Italian, Spanish|
|Categories:||· Customer Service · Help Desk and Ticket Management · Support Services · Customer Support · Feedback Management · Bug Tracking · Issue Tracking|
Pricing model: Subscription
Free Trial: Available
3 Plans - $25, $35 and $45 Per user. Payments can be monthly, quarterly, biannual or annual. Discounts offered for paying in advance (non-monthly).
For Your Support Operation:
-Provides a sophisticated ticket management system.
-Details custom workflows so you can manage the life of each ticket.
-Integrates with e-mail. Your team is assigned a unique drop box address.
-Integrates with the product teams so everyone is on the same page.
-Tracks down common problems and solutions with easy access to knowledge-base articles.
-Maintains a centralized technical library to store documentation, reference materials and other resources in one place.
-Provides comprehensive audit trails and reports for support managers
-Attach logs, screen shots, diagrams and any other type of file.
For Your Product Team
-Tracks all defects and feature requests in one place.
-Tracks version history.
-Easily pass tickets from group to group including QA, Engineering and Product Management.
-Reduces confusion with the Technical Support Team by documenting features and defects for each product and version.
For Your Customers
-Provides 24/7 self service tools so your customers can submit tickets, search the knowledge base as well as wiki articles without having to contact your support group.
-Drastically reduces call volume to your support staff.
-Increase customer and staff efficiency.
-Keeps customers and end users in the loop as tickets evolve though their lifecycle with our unique "Web conversation" feature.
For Your Executive Team
-Reduces support costs.
-Increases customer satisfaction.
-Integrates the critical departments within your company.
-Breaks down typical communication barriers between departments.
-Gives a birds eye view of your products and customers.
two-in-one solution that combines support with collaboration
Your support staff can use the solution to collaborate with each other and with their clients to resolve tickets. The ticket generation process is automated and requires two simple clicks. However, TeamSupport’s real value is best experienced after the ticket has been generated and is in the system.
— Rakesh (26th of January, 2012)
We have been using TeamSupport for about a year now and these guys have been on the ball with integrations. We started using the Mailchimp integration to manage a product update list. Basically, you fill in a few fields into your TeamSupport account regarding your Mailchimp account, and the name of the list you want sync'd up with your support contacts - and that's it. They made it super easy to setup in about 30 seconds.
— George Jenkins (11th of January, 2012)
great automation feature
we've been using teamsupport for about 6 months and have been really happy with it. they have an automation feature that can take action on so many things like escalation, reassignment, auto updates to customers, etc. there are other solutions that have similar feature but not near as complete as this one.
— jason (21st of December, 2011)
Watch TeamSupport in Action
Vendor Native Integrations
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