TeamSupport Features

TeamSupport

B2B Customer Support Software

4.47/5 (778 reviews)

TeamSupport Feature Summary

  • 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

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 Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Asset Management
Assignment Management
Authentication
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Business Intelligence
CRM Integration
Calendar Management
Calendar Sync with Google
Call Recording
Call Routing
Case Management
Charting
Chat
Chat Transcript
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Configurable Workflow
Contact Database
Contact History
Contact Management
Custom Charts
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Profiling
Customer Service Analytics
Customizable Branding
Customizable Categories
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Defect Tracking
Drag & Drop Interface
Email Alerts
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Help Desk Management
IT Asset Tracking
IVR / Voice Recognition
Indexing
Instant Messaging
Inventory Management
Inventory Tracking
Issue Management
Issue Tracking
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Projects
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Prioritizing
Problem Management
Product Catalog
Product Data Management
Production Tracking
Productivity Reporting
Project Management
Project Notes
Project Planning
Project Tracking
Project Workflow
Queue Manager
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reminders
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Team Calendars
Third Party Integration
Timer
Two-Factor Authentication
Two-Way Audio & Video
Video Call Recording
Video Support
Website Integration
Widgets
Wiki
Workflow Management
Learn moreCompare App
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Archiving & Retention
Asset Management
Assignment Management
Authentication
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Business Intelligence
CRM Integration
Calendar Management
Calendar Sync with Google
Call Recording
Call Routing
Case Management
Charting
Chat
Chat Transcript
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Configurable Workflow
Contact Database
Contact History
Contact Management
Custom Charts
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Profiling
Customer Service Analytics
Customizable Branding
Customizable Categories
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Defect Tracking
Drag & Drop Interface
Email Alerts
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Help Desk Management
IT Asset Tracking
IVR / Voice Recognition
Indexing
Instant Messaging
Inventory Management
Inventory Tracking
Issue Management
Issue Tracking
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Projects
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Prioritizing
Problem Management
Product Catalog
Product Data Management
Production Tracking
Productivity Reporting
Project Management
Project Notes
Project Planning
Project Tracking
Project Workflow
Queue Manager
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reminders
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Team Calendars
Third Party Integration
Timer
Two-Factor Authentication
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
Archiving & Retention
Asset Management
Assignment Management
Authentication
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Business Intelligence
CRM Integration
Calendar Management
Calendar Sync with Google
Call Recording
Call Routing
Case Management
Charting
Chat
Chat Transcript
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Configurable Workflow
Contact Database
Contact History
Contact Management
Custom Charts
Custom Fields
Custom Forms
Customer Activity Reporting
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Profiling
Customer Service Analytics
Customizable Branding
Customizable Categories
Customizable Reporting
Customizable Templates
Data Import
Data Import/Export
Defect Tracking
Drag & Drop Interface
Email Alerts
Email Integration
Email Notifications
Email Templates
Email Tracking
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
Help Desk Management
IT Asset Tracking
IVR / Voice Recognition
Indexing
Instant Messaging
Inventory Management
Inventory Tracking
Issue Management
Issue Tracking
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Language
Multi-Location
Multiple Projects
Multiple User Accounts
Online Forums
Performance Reports
Permission Management
Prioritizing
Problem Management
Product Catalog
Product Data Management
Production Tracking
Productivity Reporting
Project Management
Project Notes
Project Planning
Project Tracking
Project Workflow
Queue Manager
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reminders
Reporting & Statistics
Role Management
Role-Based Permissions
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Team Calendars
Third Party Integration
Timer
Two-Factor Authentication
Two-Way Audio & Video
Video Call Recording
Video Support
Website Integration
Widgets
Wiki
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


24 reviews

TeamSupport Feature Reviews

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

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 it is fairly simple to use and that there are reports and dashboards that users can customize. 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
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
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
Denise Rohrer

TeamSupport Review

2019-05-24

Pros

Ability to add custom fields.

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
Heidi Fry

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
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
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
Alfred Hutchison

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
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
Dan Willmer

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
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
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
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
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. Customization possibilities are excellent, especially the ability to embed Java widgets in the service portal.

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
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
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
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
Lane Melton

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
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

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
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 number of canned reports is fantastic and custom reports make it easy to get metrics.

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
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
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
Cristina O'Connor

Team Support - Great Tool for Customer Management

2019-05-17

The onboarding and sales process were stellar. I felt that the representatives were always there for us to find solutions to unconventional problems.

Pros

It is pretty customizable with templates that expedite the process of tracking/handling issues.

Cons

When we tried to feed multiple email boxes from employees into the system, it merged some that had the same subject line so we had to use one email box for our customer support tickets instead.

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
Anonymous
(Events Services company, 51-200 employees)

Team Support - Connects our entire team

2018-07-09

This software streamlined the interactions with our clients tremendously eliminating numerous email messages that we relied on the past.

Pros

It has improved ticket visibility for both clients and contact center agents allowing faster and more proactive resolutions by our contact center team.

Cons

Its hard to pull the report data in a timely manner and you cannot create reports in PDF Format.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Luis Gerardo Madrigal

Good app

2020-01-08

We manage our customers and our tickets with tieamsupport

Pros

its wide integration and your ability to create custom templates

Cons

your api doesn't work very well and your servers are very saturated

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