TeamSupport

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

Team Support has changed our company into a business that has the tools to enable customer success. It not only manages our customer's needs worth our software, but it keeps the customer engaged with minimal effort and high efficiency. All communication with the customer is seen in one location. We can directly speak with the customer within the software. Our clients can email, call, or chat directly using the program. They can rate us, look up a knowledge base article or get a quote. It has changed how we do business by improving communication.

Inconvénients

I have not one negative word to say about my Team Support software. I don't know how anyone can live without it.

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

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

I was hesitant to move from our former ticketing system to Team Support, but it has ended up being a significantly better way to track tickets. Team Support is easy to use for both our employees and customers. With Team Support you don't have to worry about losing tickets or correspondence with clients. Everything can be tracked within your tickets and you retain access to that information after the tickets have been closed.

Inconvénients

Team Support works best when you only have a single window with it open. Unfortunately, that is not how our business works. We often have multiple tickets open at once and, in the past, this has really slowed Team Support down. This functionality has improved over time but it really is one of my few complaints with the system.

Avantages

Complete history tracking, quick training, ability to insert images, knowledge base templates

Inconvénients

reports, have to create work arounds for duplicate email addresses, when adding a new customer - if TS can't find the customer I wish it would transfer the data entered into the new customer screen so I wouldn't have to retype everything.

Avantages

Ability to customize ticket entry questions.
Ability to allow customers to directly enter tickets
Ability to allow for texting our cellphones for tickets that have not yet been assigned.
Ability to enter time on tickets, and retroactively enter/change time.
Ability to search on old issues and for our customers to see the issues.

Inconvénients

Inability to tag a ticket with a "classification". (we charge different rates and minimum hours for different times of day/week/holiday) There isn't a good way to track that in the system and we are having to use the comment entry to work out offline ourselves.

My customers want 1 report entry (at the end of of the day), that shows them what the issue was, and the final resolution (only), and time/$ breakdown per time spent on the project. I do find it hard to externally work a report for that. We have had to generate a VB application to manipulate/merge and calculate everything based on the reports that I can get form the system in order to get what we actually need to share with our clients.

CDI should take into account tickets that are "Waiting on Client". (and remove them from the calculation) Currently, I have 2 tickets that are waiting on clients, but the CDI is "maxed out", because it has taken then more than 2 months to get their "act in order". That shouldn't frustrate them and drive the CDI up.

Why can my clients (outside their contract date enter a ticket, but I cannot enter a ticket for them?). Sometimes we need to "catch them up later".....

I need a way to track our active "on-call" resource and make it so that our ticket automation only alerts us the "on-call" resource (via text message) to those considered currently "on-call". Currently, we have to change that setup manually (pain).

Avantages

Team Support is easy to use. Tickets are opened by an email and it sends notifications to relevant users when an issue is created, updated or escalated.
It also allows contacts to access the portal and open their tickets and also review them.

Inconvénients

The report creation can be challenging. In 2020 I needed particular report but when I tried to create it I was not able to. I called team Support Support who said they are the only ones who can create that report.

Avantages

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.

Inconvénients

The setup is not something I would really say I dislike, it is extremely important l, however it is very time consuming.

Avantages

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

Inconvénients

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

Avantages

visibility allowing for collaboration, reporting, multi channel support offerings

Inconvénients

Formatting within tickets could use some improvement.

Avantages

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

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

Effective ticket management that allows us to customize our own automation rules to suit our needs. TeamSupport enables us to continue delivering exceptional Customer Service to our customers during lockdown and have made it easy for us to work and collaborate remotely.

The support form TeamSupport has been exceptional and they are always willing to assist or guide us when issues are raised.

Inconvénients

I cant think of anything we do not like about TeamSupport

Avantages

I can manipulate almost anything i need from Team Support for reporting. There are so many options that it has so that you can get the most out of your tickets

Inconvénients

The search engine at the top could be a little better. Sort in order of a primary table then secondary. We search by customer, not ticket #. there are others ways to search. this is my main form of searching for issues

Avantages

TeamSupport is a great product for a small-medium size company looking to manage their support team and all of the support tickets that constantly arrive everyday. It provides an easy interface to manage support tickets and to assign the ticket to someone on your support team, ultimately increasing the efficiency at which the team operates.

Inconvénients

It is necessary to monitor your filters or else a good amount of spam messages will find its way into your inbox.

Avantages

Real time customer alerts , the ability to perform and archive screen and video recordings , the ability to organize product tracking.
The easily understood customer user interface is attractive.
The cloud based software is consistently updated by their company which we like.

Inconvénients

Some companies may think that the monthly charge for service and support options for Enterprise and for the Support Desk option are exorbitant.
We believe given our recent experience that this is not the case.
Our general comments offer a possible compromise to assess value before any finances are committed.
Email integration could be improved as well.

Avantages

The integration's available with our other vendors, the constant updating to improve the service with new features, and the humans themselves behind the service. Speaking to anyone or receiving any kind of an update email from the Team Support staff makes us pleased to be in this relationship - its good to know great people are behind a great product!

Inconvénients

After several years of depending on this service, I honestly cannot think of any gripe as we've never had a negative experience. The service is always up and running and the features work correctly!

Avantages

Ticket are automatically created. Easy to use.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

Good to use this system in the use of Help desk & customer management system. So much user friendly to use the UI interface. Live chat feature is the wonderful module

Inconvénients

I got some issue in Live chat module, it can be my internet connection. But I tried it. And as wel as the UI sometimes make a lack on my device

Avantages

- ease of creating and managing our tickets
- automation tools for ticket workflow and responses, we're barely even scratching the surface of what it can do, and it is game changer.
- reporting tools that allow me to easily quantify what my team is doing and what our support loads look like
- we love the sentiment analysis that helps us read how our customers may be feeling when they reach out to us.
- the integration with JIRA for bugs and feature requests has sped up our response time on those issues for our customers

Inconvénients

I would LOVE a way to move from one ticket to the next in my list when I am in the ticket details view (the small amount of screen real estate on my laptop makes the preview window not as useful as I would like it to be).

Avantages

-Integrates with Azure DevOps eliminating the double work of having to copy comments and custom fields over manually
-Groups, templates, email triggers, customer facing processes, and reports functionality work well and are essential to many of our processes
-There are many video resources available as well as live information sessions throughout the year that spark ideas for us to better utilize all the TeamSupport functions

Inconvénients

-Integrations can be buggy at times but Support has been good about diving into the problems
-Workflows for things like ticket statuses needs some enhancements to semi-automate the process; it's very manual and time consuming at the moment to setup for each ticket type and starting status
-The addition of update queries or the ability to mass update tickets would be valuable

Avantages

I like it is an easy way for customers and I to communicate about what their issue is to help them get it resolved.

Inconvénients

It is very confusing looking back through all the time logs keyed in. Need a way to see just the overall problem and solution and keep details hidden or in a different order.

Avantages

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.

Inconvénients

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.