TeamSupport Features

TeamSupport

B2B Customer Support Software

4.47/5 (796 reviews)

TeamSupport 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.

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Archiving & Retention
Asset Management
Asset Tracking
Assignment Management
Authentication
Auto-Responders
Automated Routing
Automatic Lead Distribution
Availability Management
CRM
Calendar Management
Calendar Sync
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Change Management
Charting
Chat Transcript
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Complaint Management
Configurable Workflow
Configuration Management
Contact Database
Contact Management
Content Creation
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
Customer Activity Tracking
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Categories
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Customization
Dashboard
Data Import/Export
Decision Support
Defect Tracking
Discussions / Forums
Document Storage
Drag & Drop
Email Alerts
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Tracking
IVR / Voice Recognition
Incident Management
Interaction Tracking
Inventory Management
Inventory Tracking
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Projects
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Problem Management
Product Catalog
Product Data Management
Production Tracking
Productivity Analysis
Project Management
Project Planning
Project Tracking
Project Workflow
Purchasing & Receiving
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Recurring Issues
Reminders
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Team Calendars
Text Editing
Third Party Integrations
Two-Factor Authentication
Two-Way Audio & Video
Video Call Recording
Video Support
Virtual Assistant
Website Integration
Widgets
Wiki
Workflow Configuration
Workflow Management
Learn moreCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Archiving & Retention
Asset Management
Asset Tracking
Assignment Management
Authentication
Auto-Responders
Automated Routing
Automatic Lead Distribution
Availability Management
CRM
Calendar Management
Calendar Sync
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Change Management
Charting
Chat Transcript
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Complaint Management
Configurable Workflow
Configuration Management
Contact Database
Contact Management
Content Creation
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
Customer Activity Tracking
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Categories
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Customization
Dashboard
Data Import/Export
Decision Support
Defect Tracking
Discussions / Forums
Document Storage
Drag & Drop
Email Alerts
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Tracking
IVR / Voice Recognition
Incident Management
Interaction Tracking
Inventory Management
Inventory Tracking
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Projects
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Problem Management
Product Catalog
Product Data Management
Production Tracking
Productivity Analysis
Project Management
Project Planning
Project Tracking
Project Workflow
Purchasing & Receiving
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Recurring Issues
Reminders
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Team Calendars
Text Editing
Third Party Integrations
Two-Factor Authentication
Two-Way Audio & Video
Video Call Recording
Video Support
Virtual Assistant
Website Integration
Widgets
Wiki
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Archiving & Retention
Asset Management
Asset Tracking
Assignment Management
Authentication
Auto-Responders
Automated Routing
Automatic Lead Distribution
Availability Management
CRM
Calendar Management
Calendar Sync
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Change Management
Charting
Chat Transcript
Chat/Messaging
Chatbot
Client Portal
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Complaint Management
Configurable Workflow
Configuration Management
Contact Database
Contact Management
Content Creation
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
Customer Activity Tracking
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Profiles
Customer Segmentation
Customer Service Analytics
Customizable Branding
Customizable Categories
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Customization
Dashboard
Data Import/Export
Decision Support
Defect Tracking
Discussions / Forums
Document Storage
Drag & Drop
Email Alerts
Email Management
Email Templates
Email Tracking
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
Help Desk Management
IT Asset Tracking
IVR / Voice Recognition
Incident Management
Interaction Tracking
Inventory Management
Inventory Tracking
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Projects
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Problem Management
Product Catalog
Product Data Management
Production Tracking
Productivity Analysis
Project Management
Project Planning
Project Tracking
Project Workflow
Purchasing & Receiving
Quality Assurance
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-Time Chat
Real-time Updates
Recurring Issues
Reminders
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Team Calendars
Text Editing
Third Party Integrations
Two-Factor Authentication
Two-Way Audio & Video
Video Call Recording
Video Support
Virtual Assistant
Website Integration
Widgets
Wiki
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


25 reviews

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

Android App


27 reviews

TeamSupport Feature Reviews

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

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
Dylan R.

TeamSupport Supports

2021-03-06

If the software doesn't have the ability to do what you're trying to do, feature requests are often filled to meet your needs.

Pros

Over the years we have taken advantage of more features and functions including asset management, automation and data management via API.

Cons

There isn't much that we don't like about TS, but our team would benefit from a better mobile version that allows you to easily update customer tickets, at the moment the mobile functionality is designed to be more of internal operations and collaboration rather than customer-facing.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from TeamSupport


Thanks for sending good vibes our way! 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.

Read more
Michael D.

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
Patrick M.

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
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
Kenneth P.

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
Jessica H.

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
Dan W.

Flexible customer support platform that shows promising growth

2020-09-01

The support from Team Support is top notch. THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.

Pros

The integration of ticketing inputs (email, portal, chat) is really good which allows us to build a simpler experience for our customers.

Cons

Thankfully, API support is there so that we can design our own dashboards, but the current reporting tools can only get you just enough data and is horribly presented.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from TeamSupport


Thanks Dan for the great review! I will pass on your feedback to the TeamSupport development team. We put a lot of work into that, and we're glad to hear it's serving its purpose and helping you out.

If you have any questions feel free to reach out to success@teamsupport.com directly. Thanks again!

Read more
Vincent G.

Great Software for Ticketing and Customer Support

2021-04-22

They have allowed us to better manage our ticketing system and now with Team Success our client relationship management.

Pros

The CDI score allows users to see the overall satisfaction of the client based on customizable metrics.

Cons

One aspect I would love to see is more robust reporting or customizable reports with widgets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from TeamSupport


Thanks for sending good vibes our way! 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.

Read more
Gabriel D.

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
Anonymous
(Pharmaceuticals company, 1001-5000 employees)

TEAMSUPPORT

2019-04-04

better reporting and analytics is what I have experienced, so I am satisfied with the product

Pros

I like the task management system, the robust custom database which is secure in the system

Cons

there is nothing to dislike in the teamsupport application

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
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
Heidi F.

Good Support Ticketing System

2019-09-20

We use TeamSupport for all our Support tickets and as an interface with the Development team via JIRA.

Pros

The SLA notifications work well and I like the SLA reporting.

Cons

In addition, there are times when the data does not come over from JIRA or viceversa.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Robert H.

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

They are constantly improving the product.

Source: Capterra
Helpful?   Yes   No
Read more
Blair N.

Solid Product and great ticketing software

2021-02-13

Their Knowledge Base is also very robust and easy to search for content.

Pros

Ease of use and comprehensive knowledge base, both internal and customer facing. The Dashboard is very intuitive and easy to access key reports and information.

Cons

Reporting is moderate, would like to see some deeper reporting features

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from TeamSupport


We sure appreciate the positive review Blair. All feedback helps us continue to improve. Remember, there are many resources that we provide so that you continue to have all of the tools you need to make the most of the TeamSupport platform, including our monthly TeamSupport University webinar exclusively for our clients.

Plan to join us on the fourth Wednesday of the month to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university

Read more
Lane M.

The best solution for our business

2020-08-28

This has been good - it was a little rocky when I was first implementing TeamSupport for another business unit in 2016-ish, where I felt we were discovering/finding things that our assigned implementer didn't know about, but working with support and with other contacts has been great!

Pros

It is able to be customized to fit our process, and the online support portal (Customer Hub) for our clients' access is easy to use and intuitive, and can also be branded for our company (logo, color scheme, etc.).

Cons

This limits our ability to pull some of the reports we need without exporting to Excel and then manually pulling things together, or using another third-party business intelligence platform 2.

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: Capterra
Helpful?   Yes   No
Read more
Balasubramani A.

Inventory Management

2020-01-14

We are able to schedule email reports about the overall use of our company time and resources.

Pros

Auto scheduling the email report saves me a lot of time and complications.

Cons

However, the frustrating part of Team Support is the reporting section.

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
Andrea T.

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
Austin T.

Collaboration with Customers got easier!

2016-09-13

Pros

Teamsupport provides the right features which help you focus on managing customers. it helps great with support and ticket management as well.

Cons

Applying current filters makes it little harder to get the exact report.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Likelihood to recommend

9/10

Recommendations to others considering TeamSupport

Managing customer info is easy using Teamsupport. Collaboration has been simple and easier. Ticket process works with working on customer queries.

Source: Software Advice
Helpful?   Yes   No
Read more
Miriam M.

Good product

2021-04-16

I find TeamSupport user friendly. Due to the nature of my job, I use TeamSupport very frequently and it is very useful.

Pros

Tickets are opened by an email and it sends notifications to relevant users when an issue is created, updated or escalated.

Cons

The report creation can be challenging.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from TeamSupport


Thank you for taking the time to review TeamSupport. Glad to see you're enjoying the platform, particularly the ease of use. We're here to help if any questions arise or you'd like to inquire about additional features. Did you know we have a monthly webinar on the fourth Wednesday of the month exclusively for our clients? Join us to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university

Read more
Krunal B.

Review from Simple

2014-06-13

Pros

Good ticket management and emails converting to tickets.

Cons

The user experience and integration with other products.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

7/10

Recommendations to others considering TeamSupport

I would like to see more customization and support for multiple products through one account. You must have a different front facing portal for all products.

Source: Software Advice
Helpful?   Yes   No
Read more
Denise R.

TeamSupport Review

2019-05-24

Pros

Collects a lot of great information on our calls and provides easy recall of history.

Cons

Would like to be able to use the import option to mass update either company or contact data.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Krissy G.

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

I wish you could filter reports on multiple filters.

Source: GetApp
Helpful?   Yes   No
Read more
Jan N.

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

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

Source: Capterra
Helpful?   Yes   No
Read more
Alfred H.

Judgement Day

2020-05-21

Great Experience.

Pros

Reporting features - Scheduling to run, export features.

Cons

And I checked into the import feature in the admin dept, hard to understand and very restricted in several areas I need updated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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