TeamSupport

(446)
4.4 out of 5 stars

A powerful customer support suite with a focus on collaboration.

Work for TeamSupport?
Dixa review  2x

Learning about TeamSupport?

We can help you find the solution that fits you best.

TeamSupport Reviews

Ask TeamSupport a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • User Industry
  • For Category
Ratings
Company Size
User Role
User Industry
For Category
Showing 450 TeamSupport reviews
LinkedIn Connections
TeamSupport review by <span>Nathan L.</span>
Nathan L.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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.

Sign in to G2 Crowd to see what your connections have to say about TeamSupport
Headshots
TeamSupport review by <span>Eric H.</span>
Eric H.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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.

What Help Desk solution do you use?

Thanks for letting us know!
TeamSupport review by <span>Paul P.</span>
Paul P.
Validated Reviewer
Verified Current User
Organic
Reviewed On

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.

TeamSupport review by <span>Matt B.</span>
Matt B.
Validated Reviewer
Verified Current User
Organic
Reviewed On

All-encompassing, robust, helpful customer service application

What do you like best?

It gives me the ability to do everything I want and need to do in order to provide top-notch service to my customers. It's literally a one-stop shop. I can record calls, respond to emails, host a robust knowledge base, respond to customers via chat, host a community forum, and a lot more. Everything is easy to use and works extremely well.

What do you dislike?

The only thing is that there is so much functionality, sometimes it can get overwhelming to figure out how to do everything. Granted, I don't want them to dumb down the product because all the functionality is valuable. But just realize that with the level of functionality, it does take a lot of training and setup to get it to run how you want it to.

Recommendations to others considering the product

Definitely consider TeamSupport if you are needing an all-in-one software solution. It will surprise you how much it can streamline for you so that you can get your work done quicker and keep all your information together.

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

With TeamSupport, we are using a full-scale software for the first time as a small company. The amount of things we can do using the software is staggering. Using it to streamline our interaction with the customer is incredibly helpful. Our previous workflow utilized a shared Outlook email address, and involved a lot of putting customers on hold and asking "Did anyone talk to so-and-so about this issue?" Now we have that info right at our fingertips without wasting time.

TeamSupport review by <span>Gwendolynn S.</span>
Gwendolynn S.
Validated Reviewer
Verified Current User
Organic
Reviewed On

Great collaborative software with many different features

What do you like best?

I love that Team Support is a "one stop shop" for many different facets of support and team workflow. From this one application, we can manage all our email support requests, chat with other reps about tickets, pull meaningful reports about our support volume AND now we have integrated customer support Chat. We can also use it track and prioritize projects. Teamsupport is always enhancing their product to make our jobs easier. They are also very responsive to idea requests.

What do you dislike?

Some of the reporting and sorting features still need improvement to be most useful. For example, when you search by ticket tag I'd love to be able to preview a result before clicking on it. Also, the in-ticket screen recorder is nice but it needs a few more 'frill's (like selecting a portion of the capture window and better stop/pause/start control interface) to replace my current screen recorder. I also have a hard time searching for tickets by keyword and sometimes the search bar is simply nonresponsive. These are small things compared to the many benefits of the system, though!

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

Before using Team Support my company relied on a shared email address and split up tickets according to timed shifts (one person ends at 11:59 and another begins at 12:00.) Luckily, when I came to my company they had already been using Team Support for 1 year. More recently, the integrated customer Chat feature with great response from our clients. We only see this improving our support quality as we can help customers with quicker support needs immediately.

TeamSupport review by <span>Joanne K.</span>
Joanne K.
Validated Reviewer
Verified Current User
Organic
Reviewed On

Getting Started with Team Support

What do you like best?

Team Support has some great features. There is great flexibility in some of the setup. After setup, it is very easy to use. Reporting capabilities are great and Ticket Views allow you to drill down to see nearly anything in the system with ease.

What do you dislike?

Some glitches occasionally. There is no good way to get new requests handled. There are several features that we would like 'tweaked' to our needs and those things are not possible. Some of the features would be totally great if they would have a few options for usage. All fields cannot be reported on or set up in Views. Increasing this capability would be a benefit for us.

Recommendations to others considering the product

Be sure to know and understand how all of the features work within Team Support before beginning configuration. We started in one direction and then needed to change course, which was a bit cumbersome. Still, a fairly smooth transition for the users and customers.

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

We are a customer support help desk providing service to hundreds of customers. Our ticket tracking system is crucial to our success and our customers. Transitioning to Team Support was very easy for our customers. It is very easy for our customers to open tickets for our team. Team Support is doing a great job for us.

Kate avatar
Kate from G2 Crowd

Learning about TeamSupport?

I can help.
* We monitor all TeamSupport reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.