TeamSupport.com Features List

TeamSupport.com Reviews

TeamSupport.com

B2B Customer Support Software

4.46/5 (600 reviews)
31,014

TeamSupport.com Feature Summary

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

TeamSupport.com Features In Depth

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.

Customer Management Feature Comparison

Most popular features of all Customer Management apps

API (273 other apps)
Activity Dashboard (132 other apps)
Activity Tracking (94 other apps)
Automatic Notifications (128 other apps)
Automatic Reminders (125 other apps)
CRM Integration (92 other apps)
Calendar Management (120 other apps)
Contact Database (95 other apps)
Custom Fields (99 other apps)
Customer Database (101 other apps)
Customizable Branding (121 other apps)
Customizable Reporting (108 other apps)
Customizable Templates (102 other apps)
Data Import/Export (120 other apps)
Electronic Payments (96 other apps)
Email Integration (118 other apps)
Mobile Integration (95 other apps)
Reporting & Statistics (114 other apps)
Social Media Integration (110 other apps)
Third Party Integration (122 other apps)

Competitor Feature Comparison

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Authentication
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
B2B Integration
Business Intelligence
CRM Integration
Calendar Management
Calendar Sync with Google
Case Management
Charting
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Contact Database
Contact History
Contact Management
Custom Charts
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Analysis
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customer Support Tracking
Customizable Branding
Customizable Categories
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Email Alerts
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Gamification
Group Calendars
Help Desk Management
IT Asset Tracking
Indexing
Instant Messaging
Inventory Management
Inventory Tracking
Knowledge Base
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Location
Multiple User Accounts
Performance Reports
Prioritizing
Product Data Management
Production Tracking
Productivity Reporting
Project Time Tracking
Queue Manager
Real Time Monitoring
Real Time Reporting
Real Time Updates
Receiving
Reporting & Statistics
Request Assignment
Role Management
Routing Options
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Team Calendars
Third Party Integration
Ticket Management
Time Tracking by Client
Tracking Features
Trouble Ticketing
Two-Way Audio & Video
Video Call Recording
Video Support
Website Integration
Widgets
Wiki
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Authentication
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
B2B Integration
Business Intelligence
CRM Integration
Calendar Management
Calendar Sync with Google
Case Management
Charting
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Contact Database
Contact History
Contact Management
Custom Charts
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Analysis
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customer Support Tracking
Customizable Branding
Customizable Categories
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Email Alerts
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Gamification
Group Calendars
Help Desk Management
IT Asset Tracking
Indexing
Instant Messaging
Inventory Management
Inventory Tracking
Knowledge Base
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Location
Multiple User Accounts
Performance Reports
Prioritizing
Product Data Management
Production Tracking
Productivity Reporting
Project Time Tracking
Queue Manager
Real Time Monitoring
Real Time Reporting
Real Time Updates
Receiving
Reporting & Statistics
Request Assignment
Role Management
Routing Options
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Team Calendars
Third Party Integration
Ticket Management
Time Tracking by Client
Tracking Features
Trouble Ticketing
Two-Way Audio & Video
Video Call Recording
Video Support
Website Integration
Widgets
Wiki
Workflow Management
Visit WebsiteCompare App
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Authentication
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
B2B Integration
Business Intelligence
CRM Integration
Calendar Management
Calendar Sync with Google
Case Management
Charting
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Contact Database
Contact History
Contact Management
Custom Charts
Custom Fields
Custom Forms
Custom User Interface
Customer Activity Reporting
Customer Analysis
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
Customer Support Tracking
Customizable Branding
Customizable Categories
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Email Alerts
Email Archiving
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Gamification
Group Calendars
Help Desk Management
IT Asset Tracking
Indexing
Instant Messaging
Inventory Management
Inventory Tracking
Knowledge Base
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Location
Multiple User Accounts
Performance Reports
Prioritizing
Product Data Management
Production Tracking
Productivity Reporting
Project Time Tracking
Queue Manager
Real Time Monitoring
Real Time Reporting
Real Time Updates
Receiving
Reporting & Statistics
Request Assignment
Role Management
Routing Options
SLA Management
SSL Security
Scheduled Reporting
Search Functionality
Self Service Portal
Service Level Management
Status Tracking
Summary Reports
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Team Calendars
Third Party Integration
Ticket Management
Time Tracking by Client
Tracking Features
Trouble Ticketing
Two-Way Audio & Video
Video Call Recording
Video Support
Website Integration
Widgets
Wiki
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


25 reviews

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Requires iOS 10.3 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

See all Android Apps

TeamSupport.com Feature Reviews

25 reviewers had the following to say about TeamSupport.com's features:

Michael Devitt

Excellent ticket tracking software with a few problems

2015-04-02

Pros: -Clear, user friendly interface -Highly customizable reports -Seamless integration with email Cons: -Easy to lose progress if window crashes -Frequent periods of downtime (better lately)

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 11-50 employees)

Good Help desk or customer support application

2018-02-26

Pros

Well ticket Management.

Cons

Less third-party integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 51-200 employees)

Ticketing platform with reports, client contact information and knowledge base

2018-06-06

Ticket tracking, portal for clients to see updates, reporting, and statistics are all useful

Pros

I like that you have a knowledge base that users can add information and tickets to and I like the chat feature in the software.

Cons

The customer support sometimes is a little worrisome and make decisions regarding data loss without contacting clients and if they suspect that you plan to leave they make migration incredibly difficult and will not provide any assistance or support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

TeamSupport makes Tech Support better

2013-09-04

Thanks to it's easy to use interface, numerous reports, and great customer support, it enables us to be much more proactive when dealing with our customers.

Pros

They have actually implemented some of our feature requests, such as the ability to merge tickets.

Cons

Would love to see them implement a calendar system - that integrates with Google Calendars.

Source: GetApp
Helpful?   Yes   No
Read more
Rhia Balmain

Fits our growing business needs

2014-05-28

Pros

A few tweaks here and there, and you can be up live supporting your customers. The vendor was prompt in replying to our questions on setup and configuration and did not hesitate to assist us.

Cons

I think the usability in terms of day-to-day activities needs improvement.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering TeamSupport.com

Focus on the core functionality and usability of the system. Is it easy to set up? Was it a breeze to use? How about performance?

Source: Software Advice
Helpful?   Yes   No
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Stephanie McIntyre

Team Support supplies a great customizable option for our ticketing needs.

2018-05-22

TeamSupport supplies a centralized database of all open and historical tickets across numerous versions and products.

Pros

The Co-worker Chat Features, ease of lookup and editing of posts, email and notification options as well as customizable fields.

Cons

the limitation on the number of open tabs. In some cases personnel has more "in process" items then the tab count seems to allow.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Chris Jones

easy to use, lots of features

2010-11-08

i like the feature to customize the types of tickets we can make. the email integration is also really easy to setup and use right away.

Pros

their support is really great as well. their api is very easy to work with and their dev team is very responsive.

Cons

id like to see them add more features to the highrise integration, specifically the ability to sync back contact updates from their app to highrise.

Source: GetApp
Helpful?   Yes   No
Read more
Gabriel Dima

Using it every day. Would be good to have the possibility to authenticate using Google Idp.

2018-03-29

Incident Management.

Pros

Easy to create reports out of it.

Cons

External Authentication with Google would be useful. Integration with Atlassian would also be useful.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Patrick Martin

Feature rich, out of the box solution

2017-09-18

Work flow integration, customer management.

Pros

This is one of the most-feature rich SaaS-based help desk systems on the market.

Cons

Email management is awkward.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jessica Houseman

Verified Reviewer

TeamSupport - excellent helpdesk solution

2015-02-20

TeamSupport continues to develop the platform to fit the needs of their customers and helps us show transparency throughout our company.

Pros

Customization of customer email templates, customer support.

Cons

Reporting and dashboards could use some more work and having the ability to schedule reports to run and export to end users would be great.

Source: GetApp
Helpful?   Yes   No
Read more
Brenden Portolese

TeamSupport.com is full featured, and easy to use

2010-01-12

TeamSupport.com is a full featured ticket tracking system that is great for tracking bugs, but also great for tracking other issues/tasks/Feature requests.

Pros

It gives us a central location for all the activity within the company.

Cons

Would like some native CRM functionality, but we are likely to use Highrise, which TeamSupport.com has good integration with.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Bruce Somers

TeamSupport Review

2016-10-29

We really like how intuitive the product is but it falls short for our computer support industry in terms of not integrating with our Office 365 and Quickbooks systems.

Pros

Ease of use

Cons

No Office 365 Calendar integration and no billing integration (Quickbooks)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

4/10

Recommendations to others considering TeamSupport.com

Would work better as a stand alone app instead of an app in a browser

Source: Capterra
Helpful?   Yes   No
Read more
Kenneth Palmer

First year experience with TeamSupport

2016-10-28

I feel this could use some more robust opportunities for reporting and exporting the data that is within TeamSupport.

Pros

-Email Functionality -Ease of UI, very straight forward interface -Dashboards are useful -Software is quick and responsive

Cons

-Reporting not as robust as some others -Back button resets the page

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Chris David

Verified Reviewer

Awesome Ticket Tracking Tool

2015-02-20

The tools and features make it so easy to keep track of tickets as lot of the transactions can take place automatically via email.

Pros

Automated documentation via email Chat feature Visibility of who is viewing the ticket Reporting tools Ease of customization

Cons

I can't really think of any cons right now

Source: GetApp
Helpful?   Yes   No
Read more
Krissy Gray

Verified Reviewer

Teamsupport is Awesome!

2015-02-20

We use it to log activity on tickets, time, solutions, and even as a knowledge base.

Pros

It is excellent at tracking time, keeping up with tickets and ticket activity, and as a storage of client contact information.

Cons

Sometimes I would like to filter by customer, type, severity, etc. and that feature doesn't seem to be as user friendly/possible.

Source: GetApp
Helpful?   Yes   No
Read more
Jan Nielsen

TeamSupport for Customer Support

2016-10-28

TS has many features to help make life easier - Built-in editor with images & screencast recorder, Water Cooler (internal chat), Chat (for your customers), Knowledge Base Templates (easy to create for repeated use), Wiki (the ability to add internal help articles), Calendar and Reminders, Mobile app, and more.

Pros

Complete history tracking, quick training, ability to insert images, knowledge base templates

Cons

reports, have to create work arounds for duplicate email addresses, when adding a new customer - if TS can't find the customer I wish it would transfer the data entered into the new customer screen so I wouldn't have to retype everything.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering TeamSupport.com

I think it's a great time-saver and a good training tool for new hires.

Source: Capterra
Helpful?   Yes   No
Read more
Andrea Taylor

Great HelpDesk support Software

2016-10-28

Supporting over 200 stores across 5 states and team support helps tremendously with call flow and reporting that allows us to better serve our customers.

Pros

Ticket Tracking, reporting, and email importing.

Cons

initial setup is difficult but once its set up it seems to flow easy

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: Capterra
Helpful?   Yes   No
Read more
Nova Alario

Improved efficiency and reliability

2016-07-06

TeamSupport has greatly improved my team's turnaround time and effectiveness for our customers. this has led to happier customers.

Pros

The interface is easy to use and navigate. The feature-rich environment offers many options for us to service our customers and keep them happy.

Cons

The number of API calls to Salesforce is exorbitant and often goes over our allowed amount.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeff Wichman

Verified Reviewer

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

2015-03-24

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.

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.

Cons

Although the mobile version of the TeamSupport web app does seem to load well, there are limitations to it.

Source: GetApp
5 of 5 people found this review helpful
Helpful?   Yes   No
Read more
Robert Hau

Awesome Collaboration Ticket System

2016-07-01

We are now using their API to integrate into the Ticket System.

Pros

API functionality Mobile Access Functionality Ticket Automation

Cons

One Window Per Session

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering TeamSupport.com

They are constantly improving the product.

Source: Capterra
Helpful?   Yes   No
Read more
Brittney Wheat

Excellent Product and Customer Service

2016-07-05

The system is beyond what we were previously using and we love the ability to customize so much to our company's needs.

Pros

The customization of the ticket types and multitude of dashboard views / reports.

Cons

The site is not mobile friendly so not able to update or add a ticket from my phone when needed.

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

Would be great to see a downloadable app.

Source: Capterra
Helpful?   Yes   No
Read more
Steve Kim

Very basic and difficult to scale

2016-11-03

For this reason, we migrated over to service cloud which also has a more robust feature set.

Pros

Ease of use, basic functionality

Cons

Limited feature set

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No
Read more
Ed Holland

Team support does more than team support

2017-03-20

Custom ticket types allowed us to keep a central database of many types of data and events, and the report structure lets us keep track of these easily.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Dan Fisher

Very useful tool for Support Engineers

2010-11-08

This tool combine issue tracking and contact management.

Pros

on demand, easy to get started with straightforward user interface helpful to manage day to day support tasks integrate well with JIRA tracking system to link to engineering, QA and sales groups

Source: GetApp
Helpful?   Yes   No
Read more
Jeff Wichman

Great for MSP's! Constantly improving their platform. Excellent customer service!

2016-11-29

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.

Pros

You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom work flows, email templates, automation rules, etc.

Cons

This platform is in need of an app for mobile devices.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering TeamSupport.com

I highly suggest attending the webinars as you will learn much more about the rich features available in this product. It's a powerhouse of a web application and it will make your life as a managed service provider significantly more organized.

Source: Capterra
Helpful?   Yes   No
Read more