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TeamSupport.com

Customer-Centric Customer Support Software
93 reviews

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

Key Features

  • Real-Time Internal Collaboration
  • Product & Inventory Tracking
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • Easy to Implement
  • Integrated Screen Recordings
  • Completely Customizable
  • Ticket Automation, Escalation, Time Tracking
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Software Version & Asset Tracking
  • Flexible and Intuitive
  • 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
  • Collaborative Wiki
  • Powerful Rights Management
  • REST API

Overview

TeamSupport’s award winning cloud-based customer service and help desk software was designed for B2B technology companies, but any organization can benefit from our app.

Real-time Internal collaboration brings visibility to everyone on your team, enabling full collaboration to solve underlying issues, work in groups in ad-hoc conversations about customers or tickets, keep product developers and sales in the loop about customer issues.

Complete Customer Database allows you to see all customer interactions, not just individual tickets. This helps you manage the account 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. Our related tickets feature even allows you to reference separate tickets to each other.

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 knowledgebase 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 and allows your customers to get answers 24/7: customers can submit and check up on their tickets, search the knowledgebase, add screen recordings/attach files, and participate in community forums. The collaborative wiki feature means that documents never get stale and anyone can update them as needed.

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

Pricing

Starting from: $35.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Support Desk : $35/month per user*
Enterprise: $45/month per user*
*with annual or biannual billing

Payments may be made monthly, biannually or annually

Free trial - no credit card required

All plans include unlimited support & training, and no implementation charges

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

User Reviews

Verified
Reviewer

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

Jeff Wichman, Founder, Owner/Operator at The Mouse Pad, LLC24th of March 05:41

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!

Verified
Reviewer

The Team Support review

Terrance M. Hale, Terrance25th of February 20:15

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

Verified
Reviewer

Great Product

A verified reviewer25th of February 20:10

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

Verified
Reviewer

Lots of potiential

Linux Administrator ( company, 51-200 employees)25th of February 17:01

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.

Verified
Reviewer

TeamSupport is very Helpful

Qa Analyst ( company, 11-50 employees)24th of February 13:26

We use TeamSupport daily and love the cohesive workflow that it provides for our team. We are able to access, pass back and forth, and comment on each other's work easily. The features and ease of use are nice. The support is helpful. All around, it's a good product.

Verified
Reviewer

Great system for managing customer support tickets to completion

Daniel Lipsy, Senior Software Developer at IDV Solutions20th of February 22:30

TeamSupport is a strong solution for managing customer support tickets - we have used it over the years to great advantage and have the ability to search our archives for related issues and determine who resolved it and how. It is helpful to have properties on each ticket that can be used for reporting and statistics, as well as managing SLA on open tickets.

Verified
Reviewer

No need to look for another product

Josh Marshall, Helpdesk Manager at Level Data Inc.20th of February 19:14

We've been using TeamSupport since 2008 and have never had a desire to look for alternatives. In fact I wish many of our other applications worked in a similar manner.

Verified
Reviewer

Great Robust Ticketing System

John Smullen, Business Analyst at SunGard20th of February 18:43

Have been using this Ticketing System for years now. Extremely pleased. It's really versatile which is great.

Verified
Reviewer

User-Friendly, Fun, Proficient, and Task-oriented

Rae Morris, RHIT & Experienced Coder20th of February 18:29

As our customer database grew, it was becoming more difficult to maneuver through our ticketing system to gather the data needed or search for tickets. We needed a ticketing program that didn't consume major resources and time and that was more effective in ticket tracking, updates, reminders, and reporting. I've used TeamSupport at my current job for over a year now, and I couldn't be happier! I have a visual-friendly dashboard that summarizes what tickets I'm assigned and are open, and it also gives a graphic visual of my completion rate. I can also see what my team is working on, so we can use teamwork to get issues resolved and if there are trending support issues that need to be addressed, investigated, and/or escalated.

Verified
Reviewer

Intuitive, Comprehensive, Expansive Help Desk Solution

Support Manager ( company, 11-50 employees)20th of February 18:21

We are very pleased to have found TeamSupport and it has significantly improved both our processes and workflows. By using it, we are solving documentation, communication and accessibility needs. The product very much meets our expectations and it is great to see the group at TeamSupport consistently offer their customers a means to make suggestions for improvement and new features where we get feedback in a transparent manner.

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  • · Flexible ticket management with automated workflow
  • · Multi-channel support: email, web, phone, chat, social media
  • · Mobile support with native iPhone, iPad, and Android apps
  • · Robust reporting and advanced analytics
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  • · Simple, fast setup.
  • · Multi-channel support - email, phone, chat, social and more
  • · Self service portal to help your customers help themselves
  • · Community portal to engage your biggest fans
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  • · Get up and running with a help desk solution in minutes
  • · Bring all your support channels together into one inbox
  • · Case management with automations, workflows, routing tools
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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.

TeamSupport Dashboard.

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.

TeamSupport Customers module.

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.

Customer Service Portal.

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.

Internal networking in the WaterCooler.

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.

Assigning tickets to groups.

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.

TeamSupport's built-in reporting feature.

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.

Customer Database

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.

Product Management

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.

Inventory Management

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.

FAQs for TeamSupport.com

Below are some frequently asked questions for TeamSupport.com.

Q. What are the main features of TeamSupport.com?

TeamSupport.com offers the following features:

  • Real-Time Internal Collaboration
  • Product & Inventory Tracking
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • Easy to Implement
  • Integrated Screen Recordings
  • Completely Customizable
  • Ticket Automation, Escalation, Time Tracking
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Software Version & Asset Tracking
  • Flexible and Intuitive
  • 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
  • Collaborative Wiki
  • Powerful Rights Management
  • REST API
Q. How much does TeamSupport.com cost?

We have the following pricing information for TeamSupport.com:

Starting from: $35.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Support Desk : $35/month per user*
Enterprise: $45/month per user*
*with annual or biannual billing

Payments may be made monthly, biannually or annually

Free trial - no credit card required

All plans include unlimited support & training, and no implementation charges

Q. Who are the typical users of TeamSupport.com?

TeamSupport.com has the following typical customers:

Large Enterprises, Mid Size Business, Non Profits, Small Business

Q. What languages does TeamSupport.com support?

TeamSupport.com supports the following languages:

English

Q. What type of pricing plans does TeamSupport.com offer?

TeamSupport.com has the following pricing plans:

Free Trial, Subscription

Q. Does TeamSupport.com support mobile devices?

TeamSupport.com supports the following devices:

Windows Phone, Mobile Web App

Q. Does TeamSupport.com offer an API?

Yes, TeamSupport.com has an API available for use.

Q. What other apps does TeamSupport.com integrate with?

TeamSupport.com integrates with the following applications:

Salesforce, Highrise, Zoho, Mailchimp, JIRA, Beanstalk, Facebook, Dropbox, Zoho Reports, Oracle CRM On Demand, Nicereply.com, Zapier, Customer Thermometer, RingCentral

Q. What level of support does TeamSupport.com offer?

TeamSupport.com offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

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