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

TeamSupport.com Reviews

TeamSupport.com

B2B Customer Support Software

4.46/5 (494 reviews)
18,050

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

TeamSupport.com Overview

Pricing

Starting from: $40.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)
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Devices

Web
Android
iOS

Business size

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

TeamSupport.com Reviews (494)

Latest reviews

 It is fast, reliable, and accurate.

Read the full review
Reviewed 3 days ago by Meggan Thomas

 

 Great for B2B Customer Support

Read the full review
Reviewed 6 days ago by Stephanie Chiri

Read all reviews

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

TeamSupport.com Screenshots (27)

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

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, Middle-East and Africa, United Kingdom, United States
Supported Languages
English
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

Alternatives to TeamSupport.com

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

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

Videos

TeamSupport.com Category Leaders

Reviews
Integrations
Mobile
Media
Security

#6 in Help Desk & Ticketing

View full ranking
74
18
16
4
16
20

#8 in Customer Service

View full ranking
74
18
16
4
16
20

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.

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
Meggan Thomas

It is fast, reliable, and accurate.

21/07/2017

Pros

This software makes doing my job effortless with the ability to run reports and track clients. The ability to respond to them through the system is great.

Cons

One thing I will have issues with is the ability to email someone and closes the ticket without email not going through to the client.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Stephanie Chiri

Great for B2B Customer Support

18/07/2017

Pros

We have several different departments handling tickets and TeamSupport allows me to easily assign tickets to different departments. We also leverage the ticket templates to help our customers provide us with the important details we need from them, allowing us to quickly close out their tickets.

Cons

Setting new configurations is a little difficult and not always intuitive. It sometimes feels like you are going down a rabbit hole of configurations just to have one tiny thing changed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Paul Weeks

TeamSupport empowers a support group to take ownership of user submitted issues.

18/07/2017

Easy to use, and easy to manager.

Pros

TeamSupport is a fantastic product that allows our product and support group the ability to provide excellent support. The interface is intuitive, and fully featured. The TeamSupport "support" group also does a great job of notifying it's customers of potential issues.

Cons

There have been a few problems recently that have negatively impacted the customer base, but they've been great at communicating their progress.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
QA and Technical Support Engineer (Computer Software company, 11-50 employees)
Verified Reviewer

A powerful yet easy to use ticketing system

05/07/2017

Pros

Team Support is extremely easy to setup, they have a very responsive and helpful support team, and robust integrations and a simple REST API.

Cons

The one hurdle that we struggled with in our implementation was the hierarchical relationships of our customers. We were ultimately able to make it work, but it was not a very intuitive process.

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
Source: GetApp
Helpful?   Yes   No
Read more
Martin Smith

Powerful Ticket Management Software delivered in a user friendly package

03/07/2017

Cost Saving, Ticket Management, Customer Service

Pros

Team Suport is intuitive and simple to operate. The configuration is straight forward and once set up is complete, the management capabilities given to you are extremely powerful. The SLA system is particularly flexible and easy to customise to your needs. The dashboard gives you a complete overview of your ticket flow and the reporting Suite produces all the information you need and the customer Support is outstanding! you always get an answer and helpful screenshots.

Cons

As a still developing software there are a few features that need enhancement Such as the reporting charts need to link to ticket views when clicked, Mass ticket updates should cover a broader range of options.. these things can all be covered in road-map releases and with the outstanding customer support I am confident that all my needs will be met in the near future.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Meggan Thomas

The software is user friendly and the customer support on issues are handled timely.

27/06/2017

Pros

Easy system to use, I am able to locate persons, tickets, etc. I run reports and track trends, it is very helpful.

Cons

That if I submit an email than close out the ticket the email might not go through first. It requires opening the ticket back and resubmitting which can be time consuming if it is multiple tickets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Chris Kennedy

Team Support has completely streamlined out companies internal ticket tracking

27/06/2017

Quicker customer responses

Pros

The software has an incredible ease of use. The format and front page allow for any user to quickly find what they need. The social features such as avatars and water cooler create a fun atmosphere which further encourages use

Cons

The focus of the software seems to be on back end social and interface development rather than emphasizing reporting or features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Cherie Pritchard

We have had difficulty fully utilizing the project -- and it has been difficult to get customer help

21/06/2017

Still working on that.

Pros

The opportunity for what it can do for us - and I still believe it can deliver for us. We so much need this product to know that we have met our client daily needs and tasks -- and think it can do the job for us.

Cons

1) The difficulty of adding recipients and easily knowing who is getting what we are sending - it is just not as easy to "see" / "read" as Outlook -- And, 2) the look of the tickets -- the font is too small and I am hopeful this can be changed -- and better filtering of the tickets that are processed -- to get them out of the way - even after closed, the sorts are not what I expected. Thank you for asking.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Operations Manager (Financial Services company, 11-50 employees)
Verified Reviewer

Team Support

12/06/2017

Our team uses Team Support and it is an extremely efficient way to track service requests for our customers.

Pros

Easy to use, efficient, user friendly and the Tech Support team is very helpful. I would highly recommend Team Support to a colleague!

Cons

We have experienced a few growing pains but Team Support is always quick to resolve the issue and honest about what occurred during the down time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Aglika Georgieva

23/05/2017

Pros

It's an easy to use the application and we like the email to ticket functionality. Our customers like the customer hub.

Cons

There is a lot of functionality that is not well thought out and management is not happy to make changes and work on enhancements. You get an attitude - it is what it is from the CEO and COO.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Software Advice
Helpful?   Yes   No
Read more

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.

Frequently used together