TeamSupport

Avantages

Switch facile et bien géré très bon logiciel

Inconvénients

Un peu lent mais en prenant le temps on y arrive

Avantages

Having all the requests for help in one central location is quite convenient. Our team is able to get the most out of the software because of its seamless integration with our other systems.

Inconvénients

I appreciate TeamSupport for what it's worth, but I've had some difficulties with it. It's annoying when the user interface is sluggish and unresponsive when we need to reply fast to a client's request.

Avantages

TeamSupport's strongest feature is undoubtedly its ability to supply users with options that are easy to install and maintain. It's also so easy that anyone who wants to can pick it up and run with it in only two days. This program is an improvement over the Reading Desk and its ilk since it allows for individualized setup based on the user's specific requirements.

Inconvénients

It would be helpful if TeamSupport worked with other cloud services like Google Apps and Office 365. TeamSupport's sluggish functioning and page load times are the service's biggest flaws in my opinion. It would be really helpful to have one-click shortcuts for commonly performed activities like moving or closing tickets.

Avantages

Teamsupport is a great portal for team chatting.

Inconvénients

Teamsupport conversations are readily available for usage.

Avantages

The live chat function worked fine and has good intuitive tools

Inconvénients

They do not communicate timely and their business practices are awful. They raised our rates without notice and then did not allow us to get out of our contract.

Avantages

I like the ease of communication and offering support with TeamSupport.
The software is well equipped and I like the help desk support capabilities.
It is awesomely affordable.

Inconvénients

Well, I have used TeamSupport and no bad experience.

Avantages

Our favorite part about using TeamSupport is how it streamlines our communication with customers. By consolidating our customer service efforts, we can better meet the demands of our clients. The software's compatibility with our other resources also makes it easy to centralize the management of customer tickets, tasks, and interactions.

Inconvénients

I recognize the value in TeamSupport, however I've run into a few issues with it. When we need to respond quickly to a client's request, it's frustrating when the UI is slow and unresponsive.

Avantages

It doesn't take much mental effort to understand how the product works and how to apply the many facets of your support function to it. My innate teamwork skills allowed me to effectively coordinate with my colleagues, the client, and TeamSupport to improve our service to the customer.

Inconvénients

Outdated user interface. The business is ignoring its primary offering. Very little. Its features are so similar to those of other CRMs that you'll be hard-pressed to find one that meets your specific needs if you don't already use another CRM.

Avantages

TeamSupport exceeded my expectations when I saw the results of having more personalized support with each client. The ticket system allows for an easier response and follow-up, which improves the experiences that clients have by giving faster responses and allowing customer service agents to better understand each case.

Inconvénients

There are no failures, displeasure or bad services from TeamSupport. They have been very good with all the services provided.

Avantages

It has Simple UI and Easy to use application which has made communications easy. Also the report building feature is really very good. Ticket Automations are also really good.

Inconvénients

Nothing, I like everything about TeamSupport. It's just lag which happens sometimes.

Avantages

i loved this app when i used it. it is simple and stable.

Inconvénients

change my close to all open and that would be very useful. add the ability to see next task.

Avantages

I like the message chatting feature that is provided its so simple to use with good interface indeed

Inconvénients

using team support need stable internet connections which makes it more expensive

Avantages

I was very impressed with the customer service who was very responsive.

Inconvénients

In B2B support point I think there needs more suitable.

Avantages

TeamSupport is a flexible and adaptable CRM solution. I have implemented it within Harris in one business unit, as well as managed/administered it within another. It is able to be customized to fit our process, and the online support portal (Customer Hub) for our clients' access is easy to use and intuitive, and can also be branded for our company (logo, color scheme, etc.).

Inconvénients

There are a couple things, concerning reporting, that I think could be improved:
1. You can only include two tables for reporting (i.e. Customers and Addresses, or Customers and Contacts, but not Customers, Contacts and Addresses). This limits our ability to pull some of the reports we need without exporting to Excel and then manually pulling things together, or using another third-party business intelligence platform
2. Our support department is very diligent about metrics (Response times, resolution times, ticket volumes, average closed per day, etc.). I've built a solution for this within Excel, where I export a handful of reports from TeamSupport on a daily/weekly basis, and then paste in to my Excel workbook, but it would be nice to be able to see these types of metrics within TeamSupport directly, in the form of graphs, charts, etc.

Avantages

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.

Inconvénients

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.

Avantages

When we implemented Team Support, we did not have a CRM system prior, so it was a little tricky at first knowing how we wanted the ticket workflow to occur. After setting up a few ticket types and understanding the logic with the setup, it was smooth sailing setting up different type tickets for product inquiries to escalations to goodwill calls to managing COVID type activities for our clients, etc. At a moment's glance I can tell what is outstanding and what may need immediate attention.

Inconvénients

The reporting can be challenging. We use Activities and Tasks a lot. To be able to include fields across the board in any report would be extremely helpful. Your limited with how you can report on tasks. Clients have shared they feel sometimes the layout of the emails they get are busy looking. TeamSupport recently made changes to improve this. We will be rolling this out soon. Clients seem to like the Ticket Hub feature quite a bit.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

I like the ease of use and collaborative nature TeamSupport provides. Our team is able to quickly find information, view tickets together, and work together to solve customer issues.

Inconvénients

I do with there were additional features for the integrated Wiki, specifically for inter-connecting related Wiki articles. Alternatively, if an alternate Wiki URL could be used to direct agents to a separate Wiki (such as Mediawiki) deployment.

Avantages

The biggest feature for us is that it enables sensible conversations with our customer base. All the interaction with customers is in a comment and reply format, with clear emails out of the system showing them what's being done, where the issue is at etc.

The software is also aimed squarely at our sector, which is IT software development. This is a huge benefit for us as the out of the box setup contains all the categories that you'd want (Support, Features, Defects, Projects, Tasks). It doesn't stop there though, because the customisation offered lets you easily track other categorisation and rank your tickets effectively.

Inconvénients

Being cloud based comes with the usual downside, it gets the odd error due to cookies, slow network etc. This is no different to any other cloud based browser system that we've used.

Avantages

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.

Inconvénients

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.

Avantages

I like that it is fairly simple to use and that there are reports and dashboards that users can customize. I like that you have a knowledge base that users can add information and tickets to and I like the chat feature in the software. The ability to integrate other software is nice maybe a little limited.

Inconvénients

The customer support sometimes is a little worrisome and make decisions regarding data loss without contacting clients and if they suspect that you plan to leave they make migration incredibly difficult and will not provide any assistance or support.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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