TeamSupport

Avantages

Very simple and good on ticket creation. Numerous additional features that will allow you to expand the ticketing system to match to your needs.

Inconvénients

Reporting needs to be a bit user-friendly. More options to tailor the reports to match the specific needs. There should be a report that can track any users comments or posts. The watercooler feature is a great resource, however being able to find all the posts in which you took an action on would be a great idea to incorporate.

Avantages

La verdad, contiene herramientas muy completas para su buen uso. Cumple con lo requerido para poder realizar el trabajo de manera rápida y segura.

Inconvénients

Es paga. Pero a su vez, vale la pena, ya que se ahorra mucho tiempo con su interfaz.

Avantages

Es un software eficiente, puede que no muy moderno, pero te facilita el seguimiente de las atenciones, te ahorra pasos al convertir los corres en tickets, tiene su portal autorservicio que eso me parece super genial, ya que no necesita una interacción con el grupo soporte.

Inconvénients

Tiene pocas cosas que no me gusta, que es pago .. todo depende de la magnitud de la empresa y que necesita una capación para poder usarlo.

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

I have tried other versions of livechat software, but I do think I like this one the best. The Interface is easier to use than most.

Inconvénients

I dont really have any cons. It always works and is reliable.

Avantages

Me gusto es un aplicativo muy completo las herramientas que contiene cumple con los requerimientos deseados.

Inconvénients

Su precio es algo elevado a comparacion de otros.

Avantages

Su funcion de correo automatizado ayuda de mucho en la gestrion de estos.

Inconvénients

No tengo queja alguna de esta herramienta,

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

One of the things I liked most about TeamSupport software was its robust ticketing and customer support management features. It provided a centralized platform for managing customer inquiries, tracking tickets, and collaborating with the support team. The software's intuitive interface and powerful search capabilities made it easy to find and address customer issues promptly. Additionally, the ability to create custom reports and analytics allowed for better visibility into support metrics and performance, enabling proactive decision-making.

Inconvénients

While TeamSupport software had many positive aspects, one thing I liked least was the lack of some advanced customization options. While the software offered a decent level of configurability, there were certain areas where additional flexibility would have been beneficial. For example, the ability to tailor the user interface or create more complex workflow automations would have enhanced the software's adaptability to specific business needs. However, this limitation did not significantly hinder the overall functionality and effectiveness of the software.

Avantages

This help software for customer service has been very good in its execution by having tools to provide a more personalized customer service and with better satisfaction, its installation was easy and fast and its learning process is short because its functions are basic but very usable

Inconvénients

I have nothing bad to say about this software at the moment, it has worked correctly since its execution

Avantages

Me gusta que sus herramientas son bastante buenas y al ser creado un Ticket por el cliente se rellenan sus datos de forma automática.

Inconvénients

El chat en vivo en ocasiones me da un poco de problemas, no estoy seguro si es por mi internet, pero eso he notado.

Avantages

Ticket collision and even calendar, Customer Self-Service, Ticket Deflection

Inconvénients

Ticket Automation & Routing Rules,Collaboration Features Within Tickets

Avantages

Easy workflow and team management - TeamSupport has improved our customer support vastly over the years, we use groups for our different support teams and brands to keep things well organized. Over the years we have taken advantage of more features and functions including asset management, automation and data management via API.

Inconvénients

There isn't much that we don't like about TS, but our team would benefit from a better mobile version that allows you to easily update customer tickets, at the moment the mobile functionality is designed to be more of internal operations and collaboration rather than customer-facing.

Avantages

I love how easy it is to setup, and the fact that I don't have to worry about how the product is running because it's in the cloud and the team at TeamSupport really do a great job when it comes to making sure the application is ready and available when I use it. Everyone at TeamSupport are easy to work with and really know the product. I can reach out to them at anytime and someone is available to assist me.
They always seem happy to hear from you and it's like talking to an old friend.

Inconvénients

Nothing to say here, I really like it. It's really hard to come up with a negative, except that perhaps I wish I had thought of this.

Avantages

I primarily use Team Support for Inventory Management.

I like that I am able to search a terminal based on the serial number alone.

It is helpful to leave a note for each terminal, I use the notes to indicate the current status of a terminal, whether it is ready to be loaned out or if it already been loaned etc. Team Support has a provision to assign an inventory item to a Customer. I find that very helpful.

I like the feature where I am able to schedule the reports to be emailed to more than one email address. These reports need to be sent at particular time and day without fail. Auto scheduling the email report saves me a lot of time and complications.

I also like the fact that Team Support is compatible for API Integration. We are looking to develop a centralised platform in our firm and want to be able to fetch info from Team Support for Data Analysis. This is in our pipeline and we are looking to implement this sometime in the future.

In the past the upper management used to shoot us emails enquiring about the particular issue. It takes up our time to email the management back with the status of that issue. Now the upper management simply logs into team support to view and oversee the status of a ticket/issue

Inconvénients

However, the frustrating part of Team Support is the reporting section. When I open up the inventory report, it displays a list of all the terminals I have added to the inventory and when I want to get more information on a particular terminal, I notice that I cannot click on the terminal to navigate to that terminals page. Not only that, I cannot copy the serial number of the terminal from the inventory report. This applies to pretty much all the reports. All reports are in read only format. I humbly request Team Support to make the items on the report as clickable and actionable in the future.

Alternatives envisagées 

Intercom

Pourquoi passer à TeamSupport

Our admin staff is not technically savvy. Only our admin staff will be using Team Support on a regular basis. Our admin staff mentioned that other products were too technical and difficult to follow in terms of operation and usage. The staff found Team Support very easy to follow and use it. Also we wanted something simple for basic record keeping to start with.

Avantages

I like the largely intuitive interface and functionality. Creating actions (public/private) are extremely easy as is pasting in-line images, adding attachments and customizing ticket types. Once saved, the formatting of actions are ideal and translate to what the user entered. Not all other ticketing software handles it this well.

Inconvénients

Performance/stability has certainly improved over the years and has become more reliable. Despite that, there are the odd instances of slowness or degraded performance. The reporting could be more robust and easier. The ability to create more than one new (unsaved) ticket simultaneously would be very helpful.

Avantages

It is easy to understand and has many useful tools, as well as being able to modify it for what is most valuable to us. We can save customers, and when they create new tickets, their info is populated automatically.

Inconvénients

I have nothing to dislike TeamSupport. But they may improve their website. Site functionality or page load times have occasionally slowed down.

Avantages

Yes, its easy to use and options are crystal clear. Easy platform to communicate with the customer via email and more collaborative to add different teams/leaderships/sale etc

Inconvénients

Sometime TS taking much time to load the reports . When we refresh reports then the alignment of rows in the report gets blend sometimes and then unable to read. needs to refresh again

Avantages

Ticket management and reporting. UI is easy to use and understand. I really like the email functionality, allowing customers and our support users to create and respond to tickets via email, creating the necessary tracking without having to log into the portal. However, I also like that a self-service portal is available, allowing customers to see the status of all of their issues and requests.

Inconvénients

When submitting an issue or request, it often takes a long time for a resolution.

Alternatives envisagées 

Zoho CRM, Freshdesk, Help Scout, Salesforce Sales Cloud et Kayako

Pourquoi choisir TeamSupport 

The Zendesk UI didn't seem as user friendly as other products. The Zendesk product seemed to be developed more for IT users than for CRM teams.

Logiciel antérieur 

Zendesk Suite

Pourquoi passer à TeamSupport

Lower monthly subscription fee, less intensive configuration, self-service customer portal, customized metrics and analytics, robust solution.

Avantages

Once you know where everything is, the produce is quite simple to utilize. I adore the automated email tool since it comes in handy when we are not in the office or when we need to check up on tickets that have not received a response. If a ticket is not responded to after a set period of time, the system even closes it.

Inconvénients

The reports are a little challenging to understand. It's possible that I haven't made time to thoroughly understand the reports. On the plus side, however, the agent has been quite helpful in assisting us in making or producing reports that are valuable to us; as a result, we do not miss out on what we require.

Avantages

This software is very easy and user friendly to use . We create tickets very easily and also It helps us many ways as it automatically send the mails of the open tickets so that we cannot miss anybody on mail .

Inconvénients

No there is no such issue with the software .

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

this is good for customer support and get feedback from your target audience. i prefer to use this application for the value addition of customer response to your product

Inconvénients

there are few things still missing like customer rating for the improvement.
add new features to get more acute data from the potential customer.

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

I like the flexibility that is combined with a simpler setup. Not everything has a million ways to configure it, and that's okay. The integration of ticketing inputs (email, portal, chat) is really good which allows us to build a simpler experience for our customers.

Inconvénients

There are some features like reporting which could use a major overhaul for an out of box experience. Thankfully, API support is there so that we can design our own dashboards, but the current reporting tools can only get you just enough data and is horribly presented.

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

-Its Cheap per seat,
-Its customization of fields

Inconvénients

-Being able to share a custom field between company and ticket, This is huge to us, Salesforce did it.
-Your Text Formatting and editor is terrible. It constantly changed font sizes
-The fact the you always have to refresh and update. If you have a ticket open on your tabs and something comes in, you have to refresh or close and reopen. Your new Screen capture program as it is easier to use the quality is terrible compared to what was there a year ago or whenever it was switched out.
-The fact that I dont get my submits actions sent to my email, This needs to a field I can chose to receive or not
-The fact that you cant duplicate a ticket
-Cant Create Ticket Views for Individual user
-Need Action the Save button at the top of the action as well as the bottom.
-NeedFloating Formatting bar
-Add option to minimize or +/- actions on ticket page
-A way when a customer has multiple tickets open, and replies to the wrong ticket - To be able to move/merge that action to the proper ticket.

Avantages

Team support makes it easy for my team to focus on the customers as against just focusing on tickets. With support tools ,we have tried in the past ; we were able to resolve customer tickets , but found it difficult resolving all of them at once.
Team support provides the customer care team with high level visibility , which enable our sales team to manage and resolve customer tickets at a company level as against resolving them at a ticket level.This eliminates duplicate efforts where we have multiple support agents helping out a single customer to resolve multiple tickets at same time.Thus ensuring we are able to resolve all customer issues at once, as against on a ticket by ticket basis.
Overall, Teamsupport has saved us time ,and made our customers happier.

Inconvénients

It is not intuitive even though it is very effective. Also will like to see more information with new tickets opened by customers. For example ,will be helpful if agents can see from what geographical location the ticket was created from, or from what part of the website the ticket was created from.

Avantages

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.

Inconvénients

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

Alternatives envisagées 

NetSuite et Zendesk Suite

Pourquoi passer à TeamSupport

Price, features, Product Line features

Avantages

Ease of use is one of the best things about TeamSupport, along with the fact that our support folks also use it for tracking outside tickets. Integration, history, all great!

Inconvénients

TeamSupport is always updating, and I feel they have kept up with our needs.

Avantages

Setting up Team Support for our use was generally painless. We knew that we needed a cloud-based solution that offered "out of the box" functionality that could grow as our needs changed. We applied the KISS concepts and have tweaked as needed. Tweaking and customization is not complex; it's very straight forward plus we were provided with great coaching along the way. We also love using the Portal and Wiki, and often refer our users to both. And our users have adopted very well for the most part.

Inconvénients

It works. Like anything I wish for a couple of minor things. It would be nice if I didn't have to refresh at times to cause a "read" ticket to no longer show as "unread", but eh, that's no big deal in the grand scheme of things.

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à TeamSupport

Better overall functionality for the price point and user friendliness for us, as agents, plus better user experience for our "customers" via the portal and Wiki functionality.

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

Share work load and achieve goals faster

Inconvénients

Risk of inefficient communication sometime too long decision process

Avantages

The feature that I like most about TeamSupport is the customer portal where customers can chat directly with an agent and get answers from the knowledge base. This has dramatically improved our customer satisfaction and response times.

Inconvénients

We've experienced some minor hiccups with accessibility but it was resolved quickly and we were provided with status reports.

Avantages

I found it very easy to use and customize. While we were using the TeamSupport, we just got an issue regarding the customization, then we contacted the Support of TeamSupport and got the reply within 1 hour. Their Support which runs 24/7 is just amazing. They provide the ability to create custom field which is really helpful for people dealing with a lot of date regarding sales and purchase etc.

Inconvénients

Although, it's very difficult to tell what I liked least about the TeamSupport. But still, I will suggest some improvements like the ability to open in new tabs, more compatibility with moderate specs PCs, email integration and more details regarding the creation of the tickets like place of the creation of the tickets.

Avantages

visibility allowing for collaboration, reporting, multi channel support offerings

Inconvénients

Formatting within tickets could use some improvement.

Avantages

The Ability to add reminders to tickets. This is a great feature to have, so I know when to get back and start working on specific issue that will require more time. Next. Automated messages are sent out to customers during the weekends and holidays. Also, adding subscriber to the tickets is very important when 1 or more users are involved in a team, its good to add a subscriber to keep all the users in the loop.

Inconvénients

Team Support is only compatible in specific browsers such as: Chrome. Secondly, the layout of the web page is a little confusing, since so much information is intact to in web-page. Also, when clicking on a specific ticket, there are screenshots in the webpage that are not scalable, so you have to use a navigation bar to slide over to the right to see the cut off portion of the screenshot.

Avantages

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.

Inconvénients

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.

Avantages

This is excellent user friendly application

Inconvénients

Reporting and other features are very excellent

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

It helps in keeping the employee and Customer on the same track. We do not have to share the status updates withe customer separately. Every user tagged to the ticket is notified on real time basis.

Inconvénients

We should also get an option to remove a tagged user, if in case they do not want to get notified.

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

TeamSupport is equal parts efficiency, ease of use, reliability, and adaptability. Customizing TeamSupport is a cinch, and I was pleased to learn that I could create a signature to speed up my response times to tickets. TeamSupport not only allows us to engage with other departments throughout our company but also enables us to directly engage with our customers via email. As the coordinator for our department, managing ticket flow is one of my primary responsibilities, and TeamSupport makes this a breeze.

Inconvénients

There isn't anything about TeamSuppor that I find to be a hindrance, although I do sometimes find myself clicking around quite a bit when I am looking for a group or ticket in an area I am not familiar with. This is mostly user error, although I do feel that the interface could be simplified a bit.

Avantages

The produce is extremely easy to use once you are aware where everything is located. I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to. The system even closes tickets if not replied to after a certain amount of time.

Inconvénients

The reports are a bit difficult to learn. It may be that I have not set time aside to learn the ins and outs of the reports. But, on the plus side the agent has been extremely helpful in guiding us to create or creating reports that help us; therefore, we do not lose out on what we need.

Avantages

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.

Inconvénients

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

Avantages

We have been using Team Support for four year, I can say that this is a software used to develop customer interaction, it is very useful and easy to dealt with
The support level is expedite when needed.

Inconvénients

Customizing reports, the templates are not easy to follow

Avantages

Very quick to launch
Changes to reporting categories are instant and don't affect the history
Easy to see which team member is working on which ticket
Easy to see status of each ticket at a glace
It's motivating for the team to see the ticket counter going down

Inconvénients

Making a new report seems a little tricky
I don't know how to remove some fields in a pie chart