TeamSupport

TeamSupport

(470)
4.4 out of 5 stars

A powerful customer support suite with a focus on collaboration.

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Showing 474 TeamSupport reviews
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TeamSupport review by <span>Maureen K.</span>
Maureen K.
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Verified Current User
Review Source

"Easy to use and simplifies managing support department"

What do you like best?

Team Support is very intuitive! It makes it easy to see what's coming in and what needs to be done. I like the reporting features for the most part, and especially the dashboard.

What do you dislike?

Sometimes it's difficult to get the information I need out of the reporting features. We still haven't figured out the best way to handle individual queue management and in particular, the backlogs.

Recommendations to others considering the product

I have found the support team so helpful and willing to explain the software to me. Most of the time my questions are answered quickly through the chat and if not, they resolve my issues/answer my questions through a ticket in a very timely way. Team Support is super intuitive and helps us manage our team and our customer needs well.

What business problems are you solving with the product? What benefits have you realized?

We are increasing response times and are better able to view customer history and evaluate who needs additional attention. We are using Team Support to track what work our CS department does for PS and other departments with different groups and ticket types, which financially helps lower our CS costs.

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TeamSupport review by <span>Stewart A.</span>
Stewart A.
Validated Reviewer
Verified Current User
Review Source

"Fantastic support software"

What do you like best?

Being web based is fantastic. It allows the users to access it from phones or anywhere. That alone has greatly increased productivity. Tickets can be easily shared and check by the client through a customizable portal. The reporting features are rich.

What do you dislike?

There is not an Android/iPhone app to use with the product. You have to use your phone's browser

Recommendations to others considering the product

Our group has greatly increased our productivity. The learning curve to use TeamSupport is almost nothing. It is that easy.

Reporting is very nice and every user can make their own reports. They can then easily put them on their dashboard. It could be a little more feature rich as sometimes we have to write multiple reports and then blend them in Excel to get the info we need.

Definitely plan your migration as data cannot be changed via import so you will manually have to make changes to imported data. This could be a lot of manual changes if you are not careful. Luckily they have a roll back feature for imports that allows you to pull it out if you find a mistake within a period of time.

What business problems are you solving with the product? What benefits have you realized?

Our old software was very cumbersome. We have a phenomenal increase in productivity and collaboration.

What Help Desk solution do you use?

Thanks for letting us know!
TeamSupport review by <span>Sean K.</span>
Sean K.
Validated Reviewer
Verified Current User
Review Source

"Great issue support and management system"

What do you like best?

TeamSupport makes it easy to handle high volumes of support requests quickly and efficiently. Like many ticket tracking systems, TeamSupport provides integration with email to make it easy for customers to open support requests and respond to updates, but where TeamSupport really shines is in its "ticket deflection" features, which make it easy for support staff to find similar support requests and re-use the resolutions of those issues to subsequent requests. This makes it easy for staff to complete common issues and dedicate time to the more unique issues that require more effort. It's also easy to turn some of the more common issues into wiki articles that customers can search with TeamSupport's Customer Hub.

What do you dislike?

Though TeamSupport makes it easy with its related and parent-child ticket associations to keep similar issues grouped together and to send status notifications to all customers affected by a bug at once, to the best of my knowledge there's no built-in functionality to establish ticket dependencies that prevent some tickets from being closed until other dependent tickets are closed first.

Recommendations to others considering the product

The issue tracking / customer self-service software market is more and more competitive these days. TeamSupport's steadily adding new features and providing webinars to their users to teach us how to leverage these features. Additionally, TeamSupport provides excellent support to their own users (i.e. us)!

What business problems are you solving with the product? What benefits have you realized?

We are a small business reseller of OnBase by Hyland. We also provide custom solutions backed by those enterprise content management (ERM) systems for specialized services or tasks. We use TeamSupport's searching, reporting and ticket deflection features to support our proportionally large customer base.

TeamSupport review by <span>Nathan L.</span>
Nathan L.
Validated Reviewer
Verified Current User
Review Source

"Teamviewer is very user friendly and makes for efficient team communication."

What do you like best?

I love the ability to collect data across our entire team, and export it to show trends that are helpful to find where attention is needed most. The product is laid out clearly in an easy-to-use user interface and has enough features to keep our help desk growing with our ever-changing needs.

What do you dislike?

I dislike the inability to create reports in a PDF format. Also, there are some minor features that could use improvement, for instance having to start from scratch when amending existing date fields.

Recommendations to others considering the product

Team Support is a great product that is continuing to improve. Though originally it was found to be filled with bugs, it is apparent that they are on a mission to improve their product and listen to customer input.

What business problems are you solving with the product? What benefits have you realized?

We are solving the problem of inefficiency, and directing our development team to areas of our software that need the most critical attention. Prior to using TeamSupport, our team relied on email to organize our helpdesk. With this application, we have become much more streamlined, which leads to more efficient service and happier customers.

TeamSupport review by <span>Eric H.</span>
Eric H.
Validated Reviewer
Verified Current User
Review Source

"The road to perfection is a long one, and TeamSupport is on it's way"

What do you like best?

Excellent product, excellent team, excellent company. An exemplar in excellence in every dimension.

Outstanding customer service. In it's own league vs. Zendesk, Freshdesk, Kayako, Zoho, others.

Excellent design, onboarding process, and features.

What do you dislike?

There are bugs. It is not perfect. The documentation is good and needs improvement. Some features need to be updated.

Recommendations to others considering the product

TeamSupport is not intended for B2C. I do not endorse TeamSupport for B2C.

But for B2B, it has rocked my world, I am very happy with the product, the team, and the company. The cost is very reasonable, and the value is excellent.

No other vendor has come close to their level of customer service - even before I was a customer.

What business problems are you solving with the product? What benefits have you realized?

We are using TeamSupport for:

1) Internal and external collaboration for geographically and temporally distributed teams.

2) Self-service customer hub.

3) Issue tracking (ticketing).

Eventually, we may get to reporting, dashboards, and other features, but we have barely begun to scratch the surface of our potential implementation.

TeamSupport is an industrial-strength, general-purpose solution. It is broad and deep. Most shops will only use a fraction of the features and capabilities. It can be overwhelming, even for the technically savvy. Expect a steep learning curve - because there is a lot of meat on this bone. I am enjoying the meal, at length, and savoring every bite.

TeamSupport review by <span>Paul P.</span>
Paul P.
Validated Reviewer
Verified Current User
Review Source

"Perfect Help Desk software for a software developer"

What do you like best?

The best feature of the software is the clear visibility of your outstanding actions. A simple "read/unread" flag, exactly the same as popular email packages, ensures that even the newest members of staff can quickly see what needs acting upon with minimal training.

What do you dislike?

Colour scheme - Grey text on a blue background on the menu's isn't the clearest thing to read.

Recommendations to others considering the product

Without a doubt, anyone managing a busy help desk environment and who are comfortable with a cloud based solution should choose TeamSupport. It's particularly suited to software developers, as it makes it incredibly easy to connect with other systems

What business problems are you solving with the product? What benefits have you realized?

Deploying TeamSupport was a matter of need, as our previous Help Desk system had become obsolete and EOL, meaning we couldn't source licences for additional users. When we were searching for new products however, we wanted to significantly improve our customer engagement, and communicate quicker and more effectively when solutions to issues became available, or questions needed to be asked. In deploying TeamSupport, with it's strong emphasis on conversation threads, rather than simply information capture, encourages and eases the idea that support is a process, not cut and dried challenge/response. Since deploying TeamSupport we've seen our outstanding call volume drop from over 150 tickets down to an average of 35. We've also significantly reduced the training time for new starters from 4 hours on our previous system, to around 15 minutes.

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