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Heidi F.
Computer Software, 51-200 employees
Used daily for 1-2 years
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We use TeamSupport for all our Support tickets and as an interface with the Development team via JIRA. Overall it works well for us and has given us the ability to track and monitor issues based on each Customer. We're able to pull metrics from TeamSupport, which has been very helpful in seeing trends and tracking support hours.
TeamSupport is easy to use and configure. I like that we can put in customer information, contacts and easily find existing tickets. The SLA notifications work well and I like the SLA reporting. It's easy to put multiple customers on a ticket and all of them get the email correspondence. The reporting is robust and allows us to report on just about anything we need.
We've had customers who don't like the format of the email. It's too "clunky". It works, but it would be nice if it had a cleaner look. The integration with JIRA is problematic. First off, the 15 minute updates do not work well for us. We need to be able to change it to a 3-5 minute delay. There is no plan on TeamSupport's pipeline to change this and it causes a lot of issues. In addition, there are times when the data does not come over from JIRA or viceversa. The integration really needs an overhaul.
Deidre E.
Computer Software, 51-200 employees
Used daily for 2+ years
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TS has been a great purchase for our company! We did not have a ticket system at all! The fact that they are always improving and enhancing the software is wonderful, the customer service is the best!
There are so many things that we love about TS, the ability to search for like tickets, the ability to store all of our documentation in order and by customers, the ability to have all of our SLA’s and contract, contact info in one organized location and the ability to access TS at anytime anywhere including your phone.
The setup is not something I would really say I dislike, it is extremely important l, however it is very time consuming.
Thanks Deidre 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.