TeamSupport.com Pricing, Features, Reviews & Comparison of Alternatives

TeamSupport.com Reviews

TeamSupport.com

B2B Customer Support Software

4.65/5 (102 reviews)
2,245     1,322

Who is TeamSupport.com For?



TeamSupport was developed for B2B software and technology companies with support and product teams. Any company that wants to better understand its customers and enhance internal collaboration can utilize TeamSupport's web-based platform, regardless of the size of the organization or the number of employees.

Read the full GetApp Analysis

TeamSupport.com Category Leaders

Reviews
Integrations
Mobile
Media
Security

#16 in Help Desk & Ticketing

View full ranking
49
18
11
0
2
18

#18 in Customer Service

View full ranking
48
18
10
0
2
18

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

TeamSupport.com Screenshots (24)

TeamSupport.com screenshot: TeamSupport's comprehensive Customer Database is built for B2B - so you can manage your customers at the company level and not just ticket by ticket. TeamSupport.com screenshot: TeamSupport helps you track important Customer details, like number of open and closed tickets, Customer Distress Index, contacts, products & inventory, and so much more - all at the customer level!TeamSupport.com screenshot: TeamSupport offers an innovative Customer Distress Index that lets you know which customers are potentially at risk based on several metrics such as # of open tickets and average time to closeTeamSupport.com screenshot: TeamSupport's built-in Customer Alerts let you share information quickly and easily with everyone in the organization - from important notices to flagging VIP customersTeamSupport.com screenshot: TeamSupport shows contacts by Customer so you don't have to dig through ticket by ticketTeamSupport.com screenshot: TeamSupport has a robust contact database so your agents can see full details, including past interactions, on any customer contact they are working withTeamSupport.com screenshot: TeamSupport easy to use Ticket View shows full ticket history, customer and contact detail for maximum agent efficiencyTeamSupport.com screenshot: TeamSupport's built-in Screen Recording functionality lets agents and users record their screen to show exactly what the problem (or solution) is, and reduce delays related to miscommunicationTeamSupport.com screenshot: TeamSupport's proprietary VideoView offers built-in Video Recording so your customers and agents can communicate more effectively - imagine a video tutorial on how to fix a complex technical issue!TeamSupport.com screenshot: TeamSupport's powerful Internal Collaboration tools like the Water Cooler lets teams work together to solve issues faster, and new employees get access to the knowledge of the whole team in one easy to use systemTeamSupport.com screenshot: TeamSupport's robust Ticket Automation features increase efficiency by setting rules to route tickets, take action on tickets, or even notify certain users.TeamSupport.com screenshot: TeamSupport helps you keep track of products and versions and assign them to specific customers or users, so your support team can provide better support and your developers can track bugs. Product Lines keep track of multiple brands or divisionsTeamSupport.com screenshot: TeamSupport offers Inventory tracking and management so you can keep track of inventoryTeamSupport.com screenshot: TeamSupport Enterprise edition offers Asset Management so you can keep track of all inventoryTeamSupport.com screenshot: TeamSupport includes 100s of native reports as well as Custom Dashboards & Reports so you can get exactly the information and metrics you need for better customer supportTeamSupport.com screenshot: Customer Insights feed data into TeamSupport to give you a better understanding of your customers both as a company and as individualsTeamSupport.com screenshot: TeamSupport help desk software includes Ticket Collision Prevention so you never have to worry about agents working the same issue at the same time, and agents can collaborate directly within the system to help solve tickets fasterTeamSupport.com screenshot: TeamSupport's responsive Customer Hub is great for Self-Service support. Customers can access current and past tickets, submit new tickets, or search the knowledge baseTeamSupport.com screenshot: TeamSupport includes native Live Chat functionality for your customersTeamSupport.com screenshot: TeamSupport's Knowledge Base can be used both internally and externally. You can also customize it based on which products or versions your customers are using.TeamSupport.com screenshot: TeamSupport's built-in ticket deflection reduces the number of incoming tickets for your agentsTeamSupport.com screenshot: TeamSupport's customizable Ticket Grid shows all tickets by open, closed, or groupTeamSupport.com screenshot: TeamSupport is collaborative customer support software, so you can assign tickets to Groups for faster ticket resolutionTeamSupport.com screenshot: TeamSupport offers User Rights Management so you can control who has access to what information based on title, group, or even at an account or customer level

TeamSupport.com Pricing

Starting from: $40.00/month

Pricing model: Subscription

Free Trial: Available (No Credit Card required)

Support Desk : $40/month per user*
Enterprise: $55/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, and no implementation charges

View Pricing Plans

Key Features of TeamSupport.com

  • Product & Inventory Tracking
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • Easy to Implement, Flexible and Intuitive
  • Integrated Screen Recordings
  • Completely Customizable
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Software Version & Asset Tracking
  • Full Text Search
  • Email-To-Ticket, Live Chat, Multi-Channel Support
  • Tagging & Ticket Queues
  • Intelligent Ticket Deflection
  • SLA Management
  • Ticket Collision Prevention
  • Easy to Use Mobile Version
  • Advanced Customer Portal, KnowledgeBase, Forums
  • Real-Time Internal Collaboration & Wiki
  • Powerful Rights Management
  • REST API

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

TeamSupport.com Overview

Cloud-based customer service and help desk software designed for B2B technology and software companies and organizations with external facing customer support.

Complete Customer Database allows you to see all customer interactions, not just individual tickets. Manage customers at a company or contact level instead of just seeing a collection of tickets. When a customer contacts you, immediately see who else from that company has been in contact, what products they currently have, and manage your customers proactively instead of just reacting to help desk requests. Related tickets feature even allows you to reference separate tickets to each other.

Real-time Internal collaboration brings visibility to everyone on your team, so you can solve more complicated issues, share information about customers or tickets, keep product developers and sales in the loop for better incident management.

Fully Integrated Video feature allows you to send detailed instructions, or have your customer make screen recordings of their exact issue.

Intelligent Submission Deflection automatically suggests knowledge base articles when your customer starts describing the problem, often solving the issue without having to create a new ticket

Advanced Customer Service Portal designed to fit right into your website so your customers can get answers 24/7: customers can submit and check up on tickets, search the knowledge base, add screen recordings/attach files, and participate in community forums.

TeamSupport is extremely easy to use, and the default setups allow turn-key use so you can get started right away!
www.teamsupport.com

Specifications

Intended Users
Large Enterprises, Mid Size Business, Non Profits, Small Business
Devices Supported
Linux, Mac, Windows, Web-based, Windows Phone, Mobile Web App
Supported Countries
Australia, Canada, Europe, Germany, India, Mexico, United Kingdom, United States
Supported Languages
English
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

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 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.com Reviews & Ratings

User ratings

(70)
(28)
(4)
(0)
(0)

Rating summary

Overall rating
Value for money
Ease of use
Features
Customer support

Verified Reviewer

The Helpdesk software which really helps me every day

06/11/2016

I have worked with many help-desk ticketing systems over the last 20 years, but TeamSupport is really helping me every day. So easy to use whatever it is on your Mac, Windows, phone or tablet. Customers always have a update, and you save time, so you can do more supporting them. Look forward to more features, will recommend this system to anyone.

Pros

Fast Reliable Perfect support highly customization

Cons

have not found any so far

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering TeamSupport.com

look no further this is the system you need.

Source: GetApp
Helpful?   Yes   No
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Verified Reviewer

TeamSupport is better

28/10/2016

TeamSupport has allowed the whole of Carters helpdesk to work efficiently and with organisation. The allocation of users to tickets, escalating tickets and categorizing tickets off to certain types of support has greatly helped the whole helpdesk work with much more speed and organisation, streamlining each ticket to heldpesk staff with surplus information and legacy information should they need it to help solve a ticket.

Pros

All aspects of TeamSupport are a pro, there is only one negative

Cons

The only negative to teamsupport is being unable to open in seperate tabs, and that the tabs for tickets/inventory items open in the same browser window. This can make it quite confusing if you're used to having a couple of tabs open at one time. But once you've gotten used to it it's fine. For example you can use one specific browser for team support and then use multiple tabs in a different browser.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering TeamSupport.com

I would heavily recommend TeamSupport to any business with or without a current ticketing system. I have been in companies that don't have any, that just use a shared inbox and have had clients of the company come to me and tell me that since a ticketing system was introduced they have felt more comfortable and trusting to contact the IT team with issues. I have also worked in places that have different ticketing systems to TeamSupport - but have found TeamSupport to be the simplest and the most efficient fit for purpose client out there.

Source: GetApp
Helpful?   Yes   No
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Verified Reviewer

Great Tool

27/10/2016

I love using it and the transition from what we've used previously to Team Support was smooth sailing. I think Team Support is the future and all companies should be using it.

Pros

Easy to grasp for even the novice user.

Cons

Not much I can think of but correct me if I am wrong here, you cannot search with keywords for pre-loaded customer responses.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering TeamSupport.com

try it out and you'll love it for sure.

Source: GetApp
Helpful?   Yes   No
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Vice President - Business Development (Logistics and Supply Chain company, 11-50 employees)
Verified Reviewer

Good customer support software option

24/06/2016

TeamSupport is a solid option for customer support software. The sales process went smoothly and their support team has been helpful in setting up our account. There were some snags along the way but they helped resolve them and things are running smoothly.

Pros

Intuitive interface Quantity of features overall

Cons

Some feature limitations

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
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Verified Reviewer

TeamSupport review

29/12/2015

Great experience so far! The customer service is excellent, immediate communication if the website is down with periodic updates which is very appreciated

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No

Response from TeamSupport LLC


Thanks for the great review!

There is now a Goalscape Free option: use the cloud version for ever at no charge; create 1 project (35 goals max) and share it with as many people as you like.

To create more or larger projects, upgrade to Goalscape Unlimited for just $99 a year. As the name implies, there is no limit to the number and size of projects you can create and share.

Unlimited customers can even share a large project with Free users, allowing them to access the entire project and (if granted Edit privileges) update it. So business users can buy one Goalscape Unlimited subscription per team: the manager can create a project of any size and share it with every team member at no extra cost.

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Software Trainer/EARS Submissions (Information Technology and Services company, 51-200 employees)
Verified Reviewer

Love Team Support

29/12/2015

Team Support has given us such an outstanding avenue to keep up with our client calls, tickets, issues, etc. The day to day usage of the online software has been promising for our company.

Pros

Ticket entry is simple. Search function is outstanding. Keeping track of time tickets are open is very helpful. Keeps all information in one place. Customer service is helpful and adequate.

Cons

Mobile site isn't user friendly & we are out of the office traveling often. Reporting tools don't always work. Some of the "behind the scenes" settings can be confusing.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
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Verified Reviewer

Excellent web-based ticketing & task management software. Amazing live support.

24/03/2015

TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We tried several different management platforms and found that TeamSupport was simply the easiest both to get started with, and to customize to our particular needs. Other solutions that we looked at either 1) were easy to get started with but didn't offer much in terms of customization or 2) required that you spend days and days organizing & customizing the mass amount of features that had to be set up. TeamSupport was the perfect medium between the two!

Pros

We were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients. Also, I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload.

Cons

Although the mobile version of the TeamSupport web app does seem to load well, there are limitations to it. For example, on my Android, I can pull the page up, login, and see all of our tickets, but for some reason I can't open up a ticket to see further details. it would be nice to see an actual mobile app integration. I'm sure it's only a matter of time before the developers release this.

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Verified Reviewer

The Team Support review

25/02/2015

I've been using Team Support now for a few weeks and have found it to be a smooth interaction of customer, product and ticket generation functions. tg

Pros

integration is cool.

Cons

it crashes every so often and I'm forced to restart

Source: GetApp
3 of 3 people found this review helpful
Helpful?   Yes   No
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A verified reviewer
Verified Reviewer

Great Product

25/02/2015

Team Support is an amazing tool for our company. Love the usability and functionality!

Pros

Allows me to answer email, chat with colleagues and open many tickets simultaneously! Best investment to for a company to make their employees job easy like a Sunday morning!

Cons

I have not found any flaws in the product!

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Linux Administrator ( company, 51-200 employees)
Verified Reviewer

Lots of potiential

25/02/2015

We use Team Support in at my work across five different deployments. It has come in handy when escalating between different departments. Team Support is full featured with customer info and its very own wiki.Our development team uses JIRA, and Team Support syncs right in with JIRA.

Pros

Team Support is easy to use. Syncs to JIRA

Cons

You cannot generate recurring tickets. Ticket flow isn't as clean as I would like

Source: GetApp
11 of 12 people found this review helpful
Helpful?   Yes   No
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Videos

Frequently used together

Alternatives to TeamSupport.com

GetApp Analysis

A company's customers are its most valuable asset, which is why customer support plays such a critical role in the growth of businesses today. TeamSupport is a customer support solution that uses a combination of collaboration features and real-time data to understand where pain points are located. As a result, businesses are able to deliver support to customers before they're even aware that it's needed.

Built for B2B software and technology companies, TeamSupport provides customer support by enhancing internal collaboration and breaking down the barriers that can trip up most organizations. TeamSupport's most important features include advanced customer service portals, integrated screen recordings, real-time internal collaboration, built-in reporting tools, and multi-channel support.

What is TeamSupport.com?

A web-based collaborative customer service solution, TeamSupport enables organizations to work together effectively to support their customers' needs. Rather than focusing exclusively on one-on-one customer communications, TeamSupport brings visibility into the picture and encourages full team collaboration to resolve ongoing issues. TeamSupport has developed a powerful user interface that puts all relevant customer data in one place.

Not only can TeamSupport help B2B software and technology companies better know their customers, but the software also improves support team productivity and enables full collaboration to solve issues in real-time. TeamSupport supports a flexible process flow, and the platform itself is designed in a way that is very intuitive and easy to use.

Main Features

Creating a Customer Service Portal

Customer issues or questions can come in at any time, not just between the hours of 9 am and 5 pm, when support agents are in the office. With TeamSupport, organizations can create self-service portals where customers can help themselves—or each other—at any time, day or night.

The self-serve customer service portal you create with TeamSupport is easy to drop into your company website, so your customers feel right at home and not be directed to another location. Once integration is complete, customers can submit and check up on their tickets, and they can search the knowledgebase for answers to their own queries. Screen recordings and attached files can also help resolve lingering questions. TeamSupport offers community forums, along with a collaborative wiki feature that means documents never get stale and anyone can update them as needed.

Collaborating Internally with Colleagues

TeamSupport's WaterCooler feature allows for internal conversations between TeamSupport users. To understand this feature better, the company recommends users imagine a Facebook that only their internal staff can access. WaterCooler conversations can be tied to tickets, customers, products or groups. A post being tied to tangible items means the team can easily search and find past discussions about a ticket, customer, product, etc.

The next time you have a question about a particular ticket or customer, post your query to the internal WaterCooler. Your colleagues will be able to see your post, and they can respond back with advice, feedback or support. Agents can "like" each other's comments, which is a useful way to see which comments are the most helpful or provide the most information.

Assigning Tickets to Groups

Groups are an important part of the TeamSupport structure. When tickets are assigned to a group, rather than to an individual, then all members of that group are notified. Organizations can create as many groups as they need, and individual users can belong to multiple groups.

When a ticket is created by a creator who isn't sure which who that ticket should be assigned to, Groups serve as a backup. Instead of guessing, and potentially selecting the wrong individual, the ticket creator can assign the ticket to a Group—usually, something like the Support, Product Development or Quality Assurance team. All members of that group will receive a notification, and any of those members can take ownership of the ticket.

Generating Real-Time Reports

TeamSupport puts real-time business intelligence capabilities at its users' fingertips. With robust built-in reports, users can access detailed metrics to gain deeper customer insights. Powerful reporting capabilities include filtering, report cloning, enhanced sorting and individual viewer functions. Rather than having to pay for a third-party reporting add on to obtain powerful metrics, TeamSupport users get it right out of the box.

To get the most from TeamSupport, you can create detailed reports by summary, chart or graph. Custom dashboard views also let you showcase the information you need.

Consolidating Customer Interactions

TeamSupport enables users to consolidate all customer interactions. Information such as which other issues a customer has been having recently, who else has been contacting the business, and which other products the customer currently owns are all accessible through the TeamSupport system.

Quickly access every request or issue that a customer has made to your support department or help desk. With TeamSupport, you're able to run reports to identify which customers are requiring the most time from your team members. These reports also make it possible to understand customers in a holistic manner. As a result, rather than seeing your customers as a collecting of individual tickets and support requests, you begin to get a more complete picture of what's really going on. TeamSupport integrates with SalesForce, Oracle Fusion, and other CRM systems, which means that data can easily be synced between the systems.

Handling Product Management

It's incredibly important that service, sales, and management teams know which products their customers are using. TeamSupport enables its users to understand not only which products their customers are using, but also which versions they are using. An unlimited number of products and versions can be associated with each individual customer.

Link specific product versions to a customer and a ticket through TeamSupport. Every product within the Products section should be defined by your company's development/product management team, since doing so will allow you to generate reports that are based on the actual products and versions that your customers are using. You'll also be able to see which tickets are associated with which versions of your product.

Tracking Physical Assets

Track physical inventory (assets) that have been shipped to customers through TeamSupport’s Inventory module. TeamSupport has also made it possible to associate assets to tickets, which makes for easier issue tracking.

TeamSupport's inventory section includes room for assigned assets and unassigned assets, which are assets that haven't shipped, but are available in the warehouse. It also includes space for junkyard assets, which are assets that are no longer functioning.

Integrations

TeamSupport offers advanced native integrations with a number of apps, including Salesforce, Highrise, Zoho, Oracle Fusion, Jira, Beanstalk, Mailchimp, Dropbox and NiceReply. TeamSupport is also on the Zapier platform, which allows customers to connect the various web apps they use day-to-day. Lastly, TeamSupport has a robust REST API for users who need custom workflow functionality between multiple apps.

Pricing

TeamSupport offers two plans, starting at $30 per user, per month. Free trials are available, as well. Customers can pay monthly by credit card, or they can opt to be invoiced for 6 or 12 months in advance to receive a discount

Bottom Line

  • Collaboration features help multiple departments work together for customers.

  • Help desk solution uses data to better understand customer pain points.

  • Built for B2B software and technology companies of all sizes.

  • Integrated screen recordings allow customers to capture images from their own screens to explain issues.

  • Reporting tools help businesses gain deeper insight into their customers' needs.