TeamSupport

Score8 out of 10

77 Reviews and Ratings

What is TeamSupport?

TeamSupport is customer support software built for B2B software and technology companies. The solution offers ticket management, a customer and contact database, reporting and analytics, multi-channel support, built-in collaboration tools, and many native integrations.

Categories & Use Cases

Help Desk

Media

Water Cooler internal collaboration and chat

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Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.1
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8

Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9

Verified User

Director in Customer Service (51-200 employees employees)

Use Cases and Deployment Scope

We are a Long Term TeamSupport Client - our partnership as two organizations establishing our own business goals and objectives has been amazing. TeamSupport is receptive and understands the challenges we face. I am so impressed with their new Product Roadmap - I think great things are coming! Highly Recommend.

Pros

Innovation - Answering the Call of the Market
Receptive - Every client is different - they listen to understand

Cons

Innovation - their pause to gain stability was noticeable last year - their roadmap as a result is exciting
Some areas in the ticketing portion are "clunky" they dont save - they are quirky. We have said this for years - they are inconsistent and hard to pin point - hoping this improves with the new UI

Return on Investment

Team Capacity and overhead is a thing - if Ticket deflection and AI can assist with a percentage of this - we have a winner.
Keeping costs reasonable and ensuring the functionality provides the value without a contract up front is something I think that needs consideration.

Usability

Sarah Lohsl View profile

Sales Supervisor in Sales at ICANotes LLC (11-50 employees employees)

Pros

TeamSupport is a great way to keep our customers in line and organized. It allows my team to see what products each customer has associated with their groups (I work in a EHR environment).
TeamSupport houses all of our knowledge base articles and wiki's so that our team can perform at their best ability. It's quick access to the knowledge base that we use on a daily basis.
TeamSupport allows us to create tickets for current customer issues. It allows us to resolve issues quickly and that makes all of our customers happy! It also keeps us in line with resolving system issues as they come up.

Cons

It is sometimes hard to create a ticket when you are in certain areas of TeamSupport. When you are under the knowledge base area, and you create a new ticket, it becomes a new knowledge base article instead of a ticket. This can be an issue at times.
We do get lag time sometimes but TeamSupport tends to resolve the slowness issues very quickly.
Certain required fields to create a ticket are sometimes out of my departments range (sales) and are more for support and it makes it very hard for me to move forward at times without having the correct information (ie: server prod number, location etc).

Return on Investment

Keeps us organized
Keeps our employees educated
Allows us to resolve issues quickly

Alternatives Considered

Zoho CRM

Other Software Used

Zoho CRM, Live2Support Live Chat, Slack

Edward Bell View profile

Training and Client Support Specialist in Customer Service at Controltec (11-50 employees employees)

Pros

User Friendly. It is fast and easy to track calls and emails.
Reporting capability is endless. It is easy to build graphs and reports to track just about anything.
The dashboard makes it easy to find exactly what you want to see. It's easy to customize and helps you keep everything organized.

Cons

Not able to stop sending "spam" emails to clients who contact our support department. There is no way for us to stop sending emails notifying clients that a ticket was updated.
The search feature sometimes gets stuck or does not work.
The name does not default on the ticket when a known customer calls. Also, when we type the name of a new customer in the search, we have to type it again to add a new customer. This should be automatic.

Return on Investment

We previously used Microsoft CRM to track tickets. TeamSupport has made our Customer Service team much more efficient. We can quickly find tickets and track knowledge base items.
Creating custom reports for management is simple and easy for just about any requirement.
Easy to track support statistics to make business and product decisions.

Alternatives Considered

Zendesk

David Chamberlain

Executive Creative Director in Marketing at Momentum Worldwide (1001-5000 employees employees)

Pros

It gives me various solutions to offer our customers within the context of technical support flexibly and efficiently.
It has allowed our department to provide possible solutions to our potential customers, always trying to offer an exceptional experience to the market.
It is straightforward to use and has features that allow us to respond quickly and accurately to customer requirements.
We have optimized in time and money and the positive results we have obtained thanks to the tool.

Cons

Their mobile application is limited; they need better functionality to get a more efficient response. I hope they can update it soon.

Return on Investment

Their communication tools are excellent; they allow us to receive more and better results that help us stand out first and foremost as a company in the industry and competition.

Alternatives Considered

Zoho Desk

Other Software Used

Celtra, Omnisend, ActiveCampaign

Eric Krueger View profile

IT Manager in Information Technology at Signature Consultants (501-1000 employees employees)

Pros

Customer facing site and support
Organizational customization

Cons

Overall great tutorials and features, maybe a bit more in the way of instructional videos
Reporting choices could have a few more customizations

Return on Investment

By creating more efficient support methods we are able to handle more support requests faster
The overall organization and process has given us a huge ROI by cutting per ticket support cost

Alternatives Considered

SysAid

Other Software Used

Cisco Webex Teams (formerly Cisco Spark), Microsoft Teams, Veeam Backup & Replication

TeamSupport

What is TeamSupport?

Categories & Use Cases

Media

Key Features

Top Performing Features

Subscription-based notifications

Customer portal

Email support

Areas for Improvement

Social integration

External knowledge base

Expert directory

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

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Cons

Return on Investment

Alternatives Considered

Other Software Used

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Return on Investment

Alternatives Considered

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Return on Investment

Alternatives Considered

Other Software Used

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Return on Investment

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Other Software Used

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