TeamSupport Reviews

We were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients.

Also, I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload.

Although the mobile version of the TeamSupport web app does seem to load well, there are limitations to it. For example, on my Android, I can pull the page up, login, and see all of our tickets, but for some reason I can't open up a ticket to see further details. it would be nice to see an actual mobile app integration. I'm sure it's only a matter of time before the developers release this.

TeamSupport is easily customized to our likings and their software support team has been beyond helpful and always available for assistance.

Inability to manage existing datasets in bulk. There is no way to mass update customers, assets, products, etc.

The TeamSupport interface is not bad and the search has recently been improved in order to find things faster.

The configuration and setup is very non-intuitive and confusing. Also, it seems like they often have issues with the software spinning or not refreshing the data correctly (i.e. missing part of the ticket info). Another issue we ran into is that if a ticket is submitted that happens to have the same subject line as another ticket, it will add it to that ticket which can be very bad in HIPAA sensitive situations.

The software is very easy to use and also easily customized to our needs.

The ticket feature should be improved. Sometimes it is difficult to create a ticket.

easy to use and has a lot of tools for all areas

probably user interface the interface can be confused for the end-users

i like the fact that team support is straight to the point with b2b and helps teams communicate efficiently
unique ticket id which helps major

it would be good if we did not have to refresh all the time for the unread to say read

It's robust, has more features than almost anything in it's class, and the support team behind it is super friendly, and helpful. And they're based in Texas!

Although it is bragged up as being self-hosted, they price the self-hosting option WAY out of reach for a small business like ours. So we're still forced to use their cloud-based system which has way too much latency for this day and age, and we're forced to use their mile long gibberish email address to get emails into the system. Why not simply have mail server settings so we can use our own mail server?

It is very helpful for us to assist clients more effectively. Customers are so happy using the software.

None so far. Customers interact more effectively.

It's very easy to use and easy to assign tickets.

Sometimes there's a glitch to the system but mostly it's smooth

Processing tickets are much easier. Status of the tickets are sent via email which helps in efficient tracking.

Most of the features in the tool are not user friendly. Reports generated by the tool are not efficient to track and requires manual support

This platform is easy to get started with and also very easy to customize. You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom work flows, email templates, automation rules, etc. Out of the box it works great but if there's something you specifically need for your organization, there is undoubtedly a place to configure that in the Admin section.

This platform is in need of an app for mobile devices. The mobile web version works well for top-down view of all tickets, but has issues and is troublesome when trying to drill down into ticket comments. TeamSupport has mentioned in several webinars that a full out mobile app is in the works.

The flexibility of TeamSupport was a feature we wanted to use as we grow the business. We wanted to leverage this feature because we wanted the software solution we chose to grow with the us and TeamSupport met that criteria.

The storage limit of 25MB is probably the one that affects us most. We use videos internally for training and externally as well. I know that this limitation is understandable, but it is something that I wish they would either lift or expand. It would be very nice to offer a remote control feature when you are working an issue, so you can easily take control of the user's computer.

Ease of use and comprehensive knowledge base, both internal and customer facing. The Dashboard is very intuitive and easy to access key reports and information.

Reporting is moderate, would like to see some deeper reporting features

It very easy to communicate back and forth between the customer who enters a ticket as well as with other staff members, ability to have public and private comments, also there is a lot of customization we can do ourselves.

The search isn't always great but they have been working on improving that. Once in a while the dashboards get wonky but it simply requires a refresh of the page and everything is back to normal.

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.

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.

I like how user friendly the software is. I also like how it records time spent on tickets/calls.

It would be nice to see coworker's open tickets. My group is very tightly knit and often we help each other on tickets. If I could search my coworker's name and then view his open tickets, it would make finding the ticket he needs help on a lot easier.

Reporting features - Scheduling to run, export features. The Dashboard is nice.

I do like the software. With that being said it drives me INSANE that I can't easily input data related to multiple different customers and contacts and notes. I manage multiple customers and often have "children" companies to the "parent" companies. If I run a report of contacts of my customer list and I find there are 200 blank "Title/Position" fields I have to go into each company, each contact, and then that field for every one of them. It takes TOO LONG to go into every record and update a specific field. And I checked into the import feature in the admin dept, hard to understand and very restricted in several areas I need updated. If I have the ability to update fields very quickly for multiple customers it would be a tremendous improvement. I KNOW other users outside of our company run into this, they have to. I will gladly explain more detail if you want, call me. Al Hutchison [SENSITIVE CONTENT HIDDEN]

One of the best features of Team Support is the CDI score. The CDI score allows users to see the overall satisfaction of the client based on customizable metrics. I also like the ability of Suggested Solutions when client are opening tickets. This highlights the different knowledge base articles that may be solutions.

One aspect I would love to see is more robust reporting or customizable reports with widgets.

Ticket creation and ticket prioritizing is excellent. Ticket update is simple and client gets a copy of the updates via email is a great feature.

Ticket escalation to other groups is easy.

Customer management is excellent.

Sometimes slow to update

Sometimes the software is not responsive so I have to refresh browser

lack of customization at the end user level

Chat status and online status could have better options

Ticket tracking and resolution that includes multiple departments and the customer. Dashboards, ability to subscribe and sorting of tickets that I am responsible for simplifies my daily customer service activity.

A more prominent alert when a ticket is resolved would be a welcomed feature.

Team Support is excellent when it comes to keeping track of tickets and responding timely to customers. Their support team has been fabulous as well. They take care of most of the time the same day.

Their WIKI needs work. The Knowledge Base is a great feature but only allows for 2 tier which is why we chose to use the WIKI.

Ticket are automatically created. Easy to use.

Sometimes you just want to email one person on the customer list for a ticket, so you have to go to normal email to do that, rather than spam all the other people on the ticket.

The TS CRM is top-notch, we use it daily, all day long.
The reporting, workflow, and interaction are crucial to our business (Software company)
Your support team is rapid in responding and knowledgeable.

I'd love to see more in-depth documentation on reporting. I often find documentation that gets me started, but stops short of detailed examples of "how" to achieve what I need in a report.

We occasionally see glitches when it comes to notice emails when clients sign in and update their tickets. It is sporadic, but in the last three months, our employees have reported not receiving a notice when a ticket they are assigned gets an update from the client.

What I like most about the software is how easy it is for the entire team to learn and use. I also like that as a manager, I can easily customize my dashboard to see the information important to me.

While the reporting feature is somewhat robust, there have been a few times where I could not run a report on the information I wanted or format the report as I wanted. We also experience some minor performance issues from time to time - pages will not load or take a long time to load.