TeamSupport Reviews

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. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients. Also, I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. 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.

Although the mobile version of the TeamSupport web app does seem to load well, there are limitations to it. For example, on my Android, I can pull the page up, login, and see all of our tickets, but for some reason I can't open up a ticket to see further details. it would be nice to see an actual mobile app integration. I'm sure it's only a matter of time before the developers release this.

It's robust, has more features than almost anything in it's class, and the support team behind it is super friendly, and helpful. And they're based in Texas!

Although it is bragged up as being self-hosted, they price the self-hosting option WAY out of reach for a small business like ours. So we're still forced to use their cloud-based system which has way too much latency for this day and age, and we're forced to use their mile long gibberish email address to get emails into the system. Why not simply have mail server settings so we can use our own mail server?

The TeamSupport interface is not bad and the search has recently been improved in order to find things faster.

The configuration and setup is very non-intuitive and confusing. Also, it seems like they often have issues with the software spinning or not refreshing the data correctly (i.e. missing part of the ticket info). Another issue we ran into is that if a ticket is submitted that happens to have the same subject line as another ticket, it will add it to that ticket which can be very bad in HIPAA sensitive situations.

Hello Stacy, We really appreciate you taking time to post your comments. The TeamSupport platform is designed to be straightforward and simple to use, making your life easier! We're sorry to hear that has not been your experience. Please give us the opportunity to learn more about your specific issues. I will have a member of our Customer Success team reach out to you directly. We look forward to finding a solution. Thank you, Niki Finegan

One of the things I liked most about TeamSupport software was its robust ticketing and customer support management features. It provided a centralized platform for managing customer inquiries, tracking tickets, and collaborating with the support team. The software's intuitive interface and powerful search capabilities made it easy to find and address customer issues promptly. Additionally, the ability to create custom reports and analytics allowed for better visibility into support metrics and performance, enabling proactive decision-making.

While TeamSupport software had many positive aspects, one thing I liked least was the lack of some advanced customization options. While the software offered a decent level of configurability, there were certain areas where additional flexibility would have been beneficial. For example, the ability to tailor the user interface or create more complex workflow automations would have enhanced the software's adaptability to specific business needs. However, this limitation did not significantly hinder the overall functionality and effectiveness of the software.

Ticket collision and even calendar, Customer Self-Service, Ticket Deflection

Ticket Automation & Routing Rules,Collaboration Features Within Tickets

It is easy to understand and has many useful tools, as well as being able to modify it for what is most valuable to us. We can save customers, and when they create new tickets, their info is populated automatically.

I have nothing to dislike TeamSupport. But they may improve their website. Site functionality or page load times have occasionally slowed down.

This help software for customer service has been very good in its execution by having tools to provide a more personalized customer service and with better satisfaction, its installation was easy and fast and its learning process is short because its functions are basic but very usable

I have nothing bad to say about this software at the moment, it has worked correctly since its execution

Once you know where everything is, the produce is quite simple to utilize. I adore the automated email tool since it comes in handy when we are not in the office or when we need to check up on tickets that have not received a response. If a ticket is not responded to after a set period of time, the system even closes it.

The reports are a little challenging to understand. It's possible that I haven't made time to thoroughly understand the reports. On the plus side, however, the agent has been quite helpful in assisting us in making or producing reports that are valuable to us; as a result, we do not miss out on what we require.

I like being able to follow conversations, conversations and replies from one location

Sometimes it takes too long to respond to sessions and gets interrupted in between

Good to use this system in the use of Help desk & customer management system. So much user friendly to use the UI interface. Live chat feature is the wonderful module

I got some issue in Live chat module, it can be my internet connection. But I tried it. And as wel as the UI sometimes make a lack on my device

No pros were added to this review

No cons were added to this review

This platform is easy to get started with and also very easy to customize. You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom work flows, email templates, automation rules, etc. Out of the box it works great but if there's something you specifically need for your organization, there is undoubtedly a place to configure that in the Admin section.

This platform is in need of an app for mobile devices. The mobile web version works well for top-down view of all tickets, but has issues and is troublesome when trying to drill down into ticket comments. TeamSupport has mentioned in several webinars that a full out mobile app is in the works.

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.

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

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

It very easy to communicate back and forth between the customer who enters a ticket as well as with other staff members, ability to have public and private comments, also there is a lot of customization we can do ourselves.

The search isn't always great but they have been working on improving that. Once in a while the dashboards get wonky but it simply requires a refresh of the page and everything is back to normal.

Hi Cassie, 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 Solution 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 updates to our search feature along with several other improvements to our platform this year. Thanks again for sharing your feedback.

TeamSupport is equal parts efficiency, ease of use, reliability, and adaptability. Customizing TeamSupport is a cinch, and I was pleased to learn that I could create a signature to speed up my response times to tickets. TeamSupport not only allows us to engage with other departments throughout our company but also enables us to directly engage with our customers via email. As the coordinator for our department, managing ticket flow is one of my primary responsibilities, and TeamSupport makes this a breeze.

There isn't anything about TeamSuppor that I find to be a hindrance, although I do sometimes find myself clicking around quite a bit when I am looking for a group or ticket in an area I am not familiar with. This is mostly user error, although I do feel that the interface could be simplified a bit.

The produce is extremely easy to use once you are aware where everything is located. I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to. The system even closes tickets if not replied to after a certain amount of time.

The reports are a bit difficult to learn. It may be that I have not set time aside to learn the ins and outs of the reports. But, on the plus side the agent has been extremely helpful in guiding us to create or creating reports that help us; therefore, we do not lose out on what we need.

Thanks Deborah 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.

visibility allowing for collaboration, reporting, multi channel support offerings

Formatting within tickets could use some improvement.

Reporting features - Scheduling to run, export features. The Dashboard is nice.

I do like the software. With that being said it drives me INSANE that I can't easily input data related to multiple different customers and contacts and notes. I manage multiple customers and often have "children" companies to the "parent" companies. If I run a report of contacts of my customer list and I find there are 200 blank "Title/Position" fields I have to go into each company, each contact,...

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The Dashboard and ability to quickly see current ticket status and quantities. Additionally, the ease in finding customer information quickly, products owned, etc.

Reports. The reports that come out of the box are good, however, creating your own report is not easy. Creating a report needs more wizard assistance so that most anyone can create a report for the details they are looking for.

TeamSupport helps me keep track of the myriad projects I'm working on at any given moment. The customization allows me to label each ticket based on its position in the lifecycle (in work, peer review, technical review, publishing, etc) so I can see my entire workload at a glance. My teammates can also view my tickets and gain insight about the project's process if I happen to be out of the office. Great software that makes my life so much easier!

Not really a fan of the Sentiment feature as it's not applicable to my use case. I use TeamSupport to organize tasks that come from within my organization, so I don't necessarily need to know the sentiment. Plus, the sentiment is not always accurate. For example, if someone writes a short sentence "I've attached the report", the software interprets this as sad or frustrated.

I really like the way Team Support helps us to have a more organized agenda and all the additional info that comes with it, like phone numbers, names, prices, etc. Also, I really appreciate that is really easy to understand and interact with, even if you don't have computational skills, It is really easy to get along with it, and I love that every time that there's a problem with the functionality of the system customer service sends an email telling how they are working on it to find a solution. I'll definitely recommend to friends who are seeking a good software to use on their jobs.

The only thing i´ve noticed while using teamsupport is that sometimes when I'm searching tickets it would take a long time to load, I guess that being cloud based makes things a bit slow, but it's not big deal when you understand how to fix that error .

Team Support is excellent when it comes to keeping track of tickets and responding timely to customers. Their support team has been fabulous as well. They take care of most of the time the same day.

Their WIKI needs work. The Knowledge Base is a great feature but only allows for 2 tier which is why we chose to use the WIKI.

Thanks Deborah for the aewsome review! 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!

The Ability to add reminders to tickets. This is a great feature to have, so I know when to get back and start working on specific issue that will require more time. Next. Automated messages are sent out to customers during the weekends and holidays. Also, adding subscriber to the tickets is very important when 1 or more users are involved in a team, its good to add a subscriber to keep all the users in the loop.

Team Support is only compatible in specific browsers such as: Chrome. Secondly, the layout of the web page is a little confusing, since so much information is intact to in web-page. Also, when clicking on a specific ticket, there are screenshots in the webpage that are not scalable, so you have to use a navigation bar to slide over to the right to see the cut off portion of the screenshot.

-Integrates with Azure DevOps eliminating the double work of having to copy comments and custom fields over manually -Groups, templates, email triggers, customer facing processes, and reports functionality work well and are essential to many of our processes -There are many video resources available as well as live information sessions throughout the year that spark ideas for us to better utilize all the TeamSupport functions

-Integrations can be buggy at times but Support has been good about diving into the problems -Workflows for things like ticket statuses needs some enhancements to semi-automate the process; it's very manual and time consuming at the moment to setup for each ticket type and starting status -The addition of update queries or the ability to mass update tickets would be valuable

Flexibility of the product to facilitate the needs of a variety of users. Ability to create multiple collection fields based on logical information. Ad Hoc reporting features provide the ability to retrieve data in multiple ways.

Not much I don't like about the product. Although I did not evaluate other products, TS give us everything we need.