TeamSupport Pricing, Features, Reviews & Comparison of Alternatives

TeamSupport

B2B Customer Support Software

4.46/5 (751 reviews)

TeamSupport overview

What is TeamSupport?

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

TeamSupport is a help desk software built for business to business customer support. Stop losing visibility of your customers and not being able to associate tickets to a company? Our easy to use customer database with parent-child relationships, customizable SLAs, and Customer Health Index help you manage tickets at multiple levels to decrease support costs while improving the customer experience.

Sick of back and forth emails trying to figure out the actual issue? Our built-in screen recording and video live chat make communicating with customers easier so you can resolve issues faster. Looking for something better? Try our B2B focused collaboration tools, advanced reporting, products & inventory, customer self-service, native integrations, and more.

Looking for something better? Try our B2B focused collaboration tools, advanced reporting, products & inventory, customer self-service, native integrations, and more.

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.

Customizable SLAs have the flexibility to cover multiple SLAs per company or product, account for time zones and holidays, and pause based on set criteria so you never miss a service agreement again.

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 Screen and Video Recordings enable agents to send detailed instructions, create training videos for the KB, 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.

Visual Customer Chat lets agents and customers chat with audio or video to identify and resolve issues faster.

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

Pricing

Starting from
$50/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Europe, Germany and 4 other markets, India, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English
TeamSupport screenshot: The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory!TeamSupport Customer Focused Customer SupportTeamSupport screenshot: TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too lateTeamSupport screenshot: Customer Alerts are great for quickly sharing information with your teamTeamSupport screenshot: TeamSupport's robust customer database lets you manage at the company level for better visibility of your customersTeamSupport screenshot: Complete contact database so you can keep track of every contact at every companyTeamSupport screenshot: The contact record also shows related tickets, notes, files, and even agent ratingsTeamSupport screenshot: The Ticket PageTeamSupport screenshot: The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you needTeamSupport screenshot: Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues fasterTeamSupport screenshot: Ticket Collision Prevention notifies users when another user is working on the same ticket. TeamSupport screenshot: Complete Ticket Automation to increase efficiency and free your agents to work on customer issuesTeamSupport screenshot: Task Management helps you manage projects and assign tasks to resolve issuesTeamSupport screenshot: TeamSupport is collaborative customer support software, so you can assign tickets to groups for faster ticket resolutionTeamSupport screenshot: The Water Cooler is a central place to communicate with your coworkers. Share updates, ask for help, or chat one-on-oneTeamSupport screenshot: Best-in-Class Service Level Agreements (SLAs) mean you can stay on top of customer commitments so nothing falls through the cracksTeamSupport screenshot: Fully customizable user dashboards. TeamSupport offers 100s of out-of the box reports, or you can build your own! TeamSupport screenshot: Agent Ratings make sure you and your agents know how they're doing, and keep an eye on customer satisfactionTeamSupport 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 screenshot: TeamSupport includes native Live Chat functionality for your customersTeamSupport 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 screenshot: Full product database helps you keep track of products and versions. You can also assign them to users, customers, or ticketsTeamSupport screenshot: Keep track of InventoryTeamSupport screenshot: Asset Management lets you see what inventory you have on-handTeamSupport 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 levelTeamSupport screenshot: Customer InsightsTeamSupport screenshot: Best In Class SLA ManagementTeamSupport screenshot: Ticket DeflectionTeamSupport Visual Support SuiteTrack Products & InventoryReduce Customer Support CostsFocus on Your Customers

TeamSupport reviews

Value for money
Features
Ease of use
Customer support
  4.4
  4.3
  4.4
  4.5
Deb Langston

Great Solution

Used daily for 6-12 months
Reviewed 2019-05-14
Review Source: Capterra

We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for network and hardware setup type needs, but our users are now trained to simply use our internal Team Support service desk for all things IT related. We triage and forward to our 3rd party IT provider, as needed, but most things we are able to self serve from our internal IT team. Our users know that we are responding and feel like their IT needs are being serviced much quicker and more accurately the first time.

Pros
Setting up Team Support for our use was generally painless. We knew that we needed a cloud-based solution that offered "out of the box" functionality that could grow as our needs changed. We applied the KISS concepts and have tweaked as needed. Tweaking and customization is not complex; it's very straight forward plus we were provided with great coaching along the way. We also love using the Portal and Wiki, and often refer our users to both. And our users have adopted very well for the most part.

Cons
It works. Like anything I wish for a couple of minor things. It would be nice if I didn't have to refresh at times to cause a "read" ticket to no longer show as "unread", but eh, that's no big deal in the grand scheme of things.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Balasubramani Amaravelu

Inventory Management

Used daily for 6-12 months
Reviewed 2020-01-14
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Vincent Gajewski

Great Software for Ticketing and Customer Support

Used daily for 2+ years
Reviewed 2020-04-30
Review Source: Capterra

The Team Support team has always felt like a valued partner. If ever need assistance or help they are always will to help. We have been able to manage our tickets in one location with all team members being able to see the tickets. The ability to have a Knowledge Base deflect ticket during the ticket creation is a great feature to reduce the number of tickets.

Pros
The CDI or Customer Distress Index is a great feature that allows client support contacts to see how the client is in terms of satisfaction. As a company you are able to weigh different criteria to gauge how at risk your clients are.

Cons
The ability for more robust or adhoc reporting.

Response from TeamSupport


Thanks for sending good vibes our way, Vince! 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. We'll keep you posted!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Robert Hall

More capable than most, but still some additions I'd like to see

Used daily for less than 6 months
Reviewed 2016-10-28
Review Source: Capterra

Getting the system configured for our particular use has been "tricky". It is working for us, but there are some limitations that make it difficult in some areas. For instance, notification via text message should be based on "who is on-call". As it is, I can notify, but I have no-way to denote who is "on-call". So, there may be some way to do this and change the external calls/texting based on it, but it isn't intuitive. Another issue has been with refreshing the screens. (we need to manually do that) However, this system is working for us an our clients, overall, and has met 90% of our needs. Working with customer service, we have had to resolve our own issues on occasion, which is a frustration. (no ideas presented to us, and we just "found" a way)

Pros
Ability to customize ticket entry questions. Ability to allow customers to directly enter tickets Ability to allow for texting our cellphones for tickets that have not yet been assigned. Ability to enter time on tickets, and retroactively enter/change time. Ability to search on old issues and for our customers to see the issues.

Cons
Inability to tag a ticket with a "classification". (we charge different rates and minimum hours for different times of day/week/holiday) There isn't a good way to track that in the system and we are having to use the comment entry to work out offline ourselves. My customers want 1 report entry (at the end of of the day), that shows them what the issue was, and the final resolution (only), and time/$ breakdown per time spent on the project. I do find it hard to externally work a report for that. We have had to generate a VB application to manipulate/merge and calculate everything based on the reports that I can get form the system in order to get what we actually need to share with our clients. CDI should take into account tickets that are "Waiting on Client". (and remove them from the calculation) Currently, I have 2 tickets that are waiting on clients, but the CDI is "maxed out", because it has taken then more than 2 months to get their "act in order". That shouldn't frustrate them and drive the CDI up. Why can my clients (outside their contract date enter a ticket, but I cannot enter a ticket for them?). Sometimes we need to "catch them up later"..... I need a way to track our active "on-call" resource and make it so that our ticket automation only alerts us the "on-call" resource (via text message) to those considered currently "on-call". Currently, we have to change that setup manually (pain).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 4/10

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Gary Matthews

i enjoyed using team support

Used weekly for 6-12 months
Reviewed 2020-02-19
Review Source: Capterra

i had a great experience using this software. it was a joy in teaching y sales team how to use it and they all had great feedback

Pros
i like the fact that team support is straight to the point with b2b and helps teams communicate efficiently unique ticket id which helps major

Cons
it would be good if we did not have to refresh all the time for the unread to say read

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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TeamSupport pricing

Starting from
$50/month
Pricing options
Free trial
Subscription
View Pricing Plans

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

API
Activity Dashboard
Activity Tracking
Automatic Notifications
CRM Integration
Calendar Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Surveys & Feedback
Third Party Integration

Electronic Payments (152 other apps)
Social Media Integration (188 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
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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.


What is TeamSupport?

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.


Who is TeamSupport 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.


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.


Videos and tutorials

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
View All Features

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