TeamSupport

TeamSupport

(468)
4.4 out of 5 stars

A powerful customer support suite with a focus on collaboration.

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TeamSupport Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

86%
(Based on 299 reviews)
Response Automation

Respond to common requests with standard reply

87%
(Based on 277 reviews)
SLA Management

Service Level Agreement Management

86%
(Based on 202 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

87%
(Based on 305 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

90%
(Based on 303 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

91%
(Based on 321 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

89%
(Based on 320 reviews)
Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

82%
(Based on 41 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

82%
(Based on 36 reviews)
Community Forums

Enables users to engage with other users to solve common issues.

78%
(Based on 26 reviews)
Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

79%
(Based on 27 reviews)
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

87%
(Based on 44 reviews)
Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

85%
(Based on 30 reviews)
Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

88%
(Based on 46 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

83%
(Based on 28 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

86%
(Based on 223 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

90%
(Based on 280 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

86%
(Based on 146 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

86%
(Based on 103 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

82%
(Based on 24 reviews)
Customer and Contacts Database

Central repository for account and contact information

87%
(Based on 227 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

87%
(Based on 180 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

84%
(Based on 120 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

86%
(Based on 258 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

86%
(Based on 153 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

87%
(Based on 137 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a
Reporting

84%
(Based on 268 reviews)
Dashboards

87%
(Based on 279 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

75%
(Based on 80 reviews)
Customization

86%
(Based on 133 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

89%
(Based on 136 reviews)
Internationalization

82%
(Based on 26 reviews)
Performance & Reliability

87%
(Based on 136 reviews)
Integration APIs

86%
(Based on 90 reviews)