TeamSupport

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

The live chat System and something about activity tracking.

Inconvénients

The interface is too Simple, we'd Like to see some other Button, especially in the live chat System.

Avantages

Team Support is easy to use once you are familiar with the system.

Inconvénients

reporting features, we need to be able to have better reporting options, and search options.

Avantages

There are many features that are available like the water cooler, wiki, customer portal, etc. The Wiki is the best feature because it allows us to document best practices and provides a medium of collaboration of work amongst different teams. I also like the different ticketing features that are available. Overall good product for a small company.

Inconvénients

The search feature is not robust and the ticket management could be better. Jira has a better interface for ticketing as far as assigning child/parent tickets. It is difficult to search older tickets that we have worked on.

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

We like that TeamSupport keeps all of our data in one central location. This makes reporting very easy for our management team to pull information to adequately staff for various days, and anticipate higher support volume.

Inconvénients

There was a bit of a learning curve and we had to add multiple custom fields in order to capture the data necessary for our internal reporting.

Avantages

Easy for a front-line user to operate. Tickets are easy to create, manage, and close. It's a SAAS cloud-based product, so accessible from anywhere. It gets the job done.

Inconvénients

Reporting -- weakest spot in the software. It's a pain, not user-intuitive, and much more complex than it needs to be for -basic- queries. Can not queue multiple incoming channels.

Avantages

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

Inconvénients

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]

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

All aspects of TeamSupport are a pro, there is only one negative

Inconvénients

The only negative to teamsupport is being unable to open in seperate tabs, and that the tabs for tickets/inventory items open in the same browser window. This can make it quite confusing if you're used to having a couple of tabs open at one time. But once you've gotten used to it it's fine. For example you can use one specific browser for team support and then use multiple tabs in a different browser.

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

Very easy to use, and it has been a critical tool to track issues and plan ahead for service

Inconvénients

App could be improved, other than all the integration is easy and friendly user

Avantages

I love the functions offered. Tickets, Chat, comminication, contacts etc. All great stuff. Support is very active and pleasant to work with.

Inconvénients

They have enhanced the software's Chat but now we have glitches like messages being doubled. When emailing we have no idea if the email successfully left the server without having to check the history of the ticket. A quick popup or email status on the main page would be good. Software lags often. The editor's font changes unexpectedly to a size we did not choose as a default type and size. Text editor is not good and we have to adjust the text styles, alignment etc.

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

Once you know where everything is, the produce is really simple to use. I really like the automatic email option since it comes in handy when we're out of the office or when we need to follow up on tickets that haven't been answered. If tickets are not responded to within a specified amount of time, the system will close them.

Inconvénients

To be honest, it's a fantastic piece of software; but, there are a few drawbacks, such as needing to search for a ticket and then clicking on it to access it. But that is a minor annoyance. It's not anything that affects my work; it's just a pet peeve of mine.

Avantages

The software, when used correctly by a team, is exceptionally useful in the development of knowledge bases. Being able to flag tickets for review and quickly locate them later makes creating training materials a cinch.

Inconvénients

The learning curve for Team Support can be a little steep at times; there's so many functions, that some may go entirely unused because no one is sure how to properly use it, assuming folks are even aware of the function.

Avantages

- Customer service is beyond great.
- They listen to their customers and constantly make improvements to the product.
- Customer Hub customization.
- Native integrations
- Reporting

Inconvénients

- Some periodic instability with performance, however, they address and resolve very quickly.

Avantages

Team Support's reporting capabilities are my favorite feature of the software. We are able to extract all metrics and KPIs needed to run an efficient customer care department.

Inconvénients

Very long tickets can be difficult to navigate. I'd like to see a feature where you can collapse emails/actions by date to easily see a high level view a tickets history by date.

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

TeamSupport helps me keep track of the myriad projects I'm working on at any given moment. The customization allows me to label each ticket based on its position in the lifecycle (in work, peer review, technical review, publishing, etc) so I can see my entire workload at a glance. My teammates can also view my tickets and gain insight about the project's process if I happen to be out of the office. Great software that makes my life so much easier!

Inconvénients

Not really a fan of the Sentiment feature as it's not applicable to my use case. I use TeamSupport to organize tasks that come from within my organization, so I don't necessarily need to know the sentiment. Plus, the sentiment is not always accurate. For example, if someone writes a short sentence "I've attached the report", the software interprets this as sad or frustrated.

Avantages

Easy to use, efficient, user friendly and the Tech Support team is very helpful. I would highly recommend Team Support to a colleague!

Inconvénients

We have experienced a few growing pains but Team Support is always quick to resolve the issue and honest about what occurred during the down time.

Avantages

We use team support to manage issues and information requests for external customers. When we have an issue all of the information including data sets and correspondence is stored in team support. I can easily search to find out if we've had the issue before and see other related threads. It helps us leverage our previous solutions when new instances occur. It also helps make connections to other threads that may not be obvious helping us get to root causes more quickly.

Internally we use Team Support to track test lab and analytical requests. I can submit my request and then have a ticket number assigned. It helps in reviewing status and scheduling to know where my requests are via Team Support.

Inconvénients

I just tried to find something that I don't like, but couldn't. I guess the one thing that would be cool is if team support did Gantt charts (if it does I don't know how to access them). We use other systems for Project Management. It would be really useful if we could just use team support. Then we would have a common system to feed task information into our project plans.

Avantages

1) Customer service is reliable, supportive during 24/7. They answer all kinds of questions and assist you in many ways
2) The software sets up tickets which are very useful for customer issues solutions. A company can track and assist customers via those tickets
3) The option to add custom fields to tickets is very useful to collect information about a certain contact

Inconvénients

1) The poor performance of the searching feature: From my personal experience, I had difficulties to find particular tickets to support customers
2) There are problems and a need for improvement in the numbering system. Random numbering for tickets can be sometimes confusing.
3) Ticket listing or splitting feature could be very suitable in case the Teamsupport team would add It since it would be helpful to list customer emails

Avantages

La cosa che più abbiamo apprezzato è stato il call center

Inconvénients

Ritardi dei ticket difficoltà di gestire gli incidenti e dividerli per utente

Alternatives envisagées 

Avantages

Features
SLAs
E-mail Notificiation

Inconvénients

When you hit back, it logs you out, annoying.

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

We have several different departments handling tickets and TeamSupport allows me to easily assign tickets to different departments. We also leverage the ticket templates to help our customers provide us with the important details we need from them, allowing us to quickly close out their tickets.

Inconvénients

Setting new configurations is a little difficult and not always intuitive. It sometimes feels like you are going down a rabbit hole of configurations just to have one tiny thing changed.

Avantages

I like a program that just plain works. In that respect, TeamSupport does its job. We're able to start and track tickets for our team. That's at least one positive aspect of the system.

Inconvénients

To begin with, the system is "clunky". Maybe they're trying to be all things to all men, but in trying to be so broad in scope, they missed the mark. Logging in is a hit-or-miss proposition depending on the operating system/browser, and it's very difficult to assign tickets to multiple users.

Avantages

I really like the way Team Support helps us to have a more organized agenda and all the additional info that comes with it, like phone numbers, names, prices, etc. Also, I really appreciate that is really easy to understand and interact with, even if you don't have computational skills, It is really easy to get along with it, and I love that every time that there's a problem with the functionality of the system customer service sends an email telling how they are working on it to find a solution. I'll definitely recommend to friends who are seeking a good software to use on their jobs.

Inconvénients

The only thing i´ve noticed while using teamsupport is that sometimes when I'm searching tickets it would take a long time to load, I guess that being cloud based makes things a bit slow, but it's not big deal when you understand how to fix that error .

Avantages

This is a great piece of software for collaboration. I can track history, get status updates, post comments, send tickets, reassign tasks - all with a few clicks.

Inconvénients

The web interface is flaky. It seems to work well with Edge, but not very consistently with Pale Moon or FireFox, or some of the other browsers. That's not a deal-breaker for me, but it is annoying when I'm in a rush to get started in the morning.

Avantages

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

Inconvénients

None so far. Customers interact more effectively.

Avantages

TeamSupport does a thorough job of connecting it's users to their clients with a portal that is readily available and the search functionality makes it easy to find what you need with minimal effort. The ease of use is definitely one of my favorite things about it as I've ran into issues with either a product line, or specific SKU or even a certain customer but our history was always one search away and has saved us on more than one occasion.

Inconvénients

I really only have one small complaint that the portal can be slow on the rare occasion. The site can seem to bog down at times and almost feel frozen, just for no more than 10-20 seconds. Maybe once or twice it can last close to a minute which can seem like a lifetime when staring at a computer screen.

Avantages

This help desk software is easy set-up with minimal IT interface. It has improved ticket visibility for both clients and contact center agents allowing faster and more proactive resolutions by our contact center team. Team Support has also streamlined our case resolution processes and has gotten us away from using email internally. It is very user friendly and does not take long to become very confident using this software. Minimal training time involved.

Inconvénients

The reporting features can be challenging. It can be overwhelming with all the different functions / features offered. Its hard to pull the report data in a timely manner and you cannot create reports in PDF Format.

Avantages

TeamSupport is excellent for keeping us responsible when working together, helping us provide superior customer service. It allows us to solve customer issues as quickly as possible while staying very usable and easy to use.

Inconvénients

The navigation is simple and easy to use, but sometimes things seem lacking. G-mail integration is also somewhat delayed but has never failed and will always successfully submit the ticket. Otherwise we love TeamSupport

Avantages

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

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à TeamSupport

Avantages

Easy tracking of requests by contact or company.

Inconvénients

The time is takes to refresh or search for items

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

It has a lot of features and room for customization.

Inconvénients

There is sooooo much loaded into the software that often simple things glitch, pages do not load and merging is a hit or miss sometimes.

Needs work.

Avantages

I like the advanced automation and ticket management tools that allows me to automate repetitive processes this allows our desk agents to focus on solving sophisticated issues with our clients and building a stronger relationship with our customers other than keeping on replying our clients the same repetitive messages

Inconvénients

The ticketing system is some time less effective especially when we alot tickets from clients are requested and some times emailing individual emails is tiresome, since it does not allow spamming other clients on the ticket list

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

It does what ticketing services are supposed to do. Get problems solved quickly.

Inconvénients

I would love to see more automated chat and machine learning features added.

Avantages

I appreciate the detail and the ability to customize it to my needs. The custom reports, details of the inventory, and ability to link everything is amazing!

Inconvénients

The calendar is not as robust as the application itself. While it is useful, it's difficult to read because I have multiple people I schedule for. Color coding would be helpful.

Avantages

It makes it easy for you to know your customer's problems and be able to solve the tickets effectively. You are able to interact with customers in real time.

Inconvénients

There is no free trial but other than that you'll have a great experience with your clients.

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.

Avantages

Flexibility of the product to facilitate the needs of a variety of users. Ability to create multiple collection fields based on logical information. Ad Hoc reporting features provide the ability to retrieve data in multiple ways.

Inconvénients

Not much I don't like about the product. Although I did not evaluate other products, TS give us everything we need.

Avantages

ease of use, access

Inconvénients

n/a

Avantages

Team support provides services to customer by answering the common issues these can be access by the customer. This feature reduces the work load. It simply solve the support problems makes you feel professional.

Inconvénients

The message threads on tickets are slow it takes time for loading. The user should be automatically logged out.

Avantages

Team support is easily handle the high critical support request in a quick time. As a business analyst I have collect all the issue given by customers and make sure to complete in a small time. Also we can create a ticket with there status, like critical, high , low and high critical. Ticket have saved into the data base so we have a data for a future.
Provide all the information in a single email to make it easy for customer.

Inconvénients

One important thing some ticket should give a permission like public or private so the only product customer can see there issues.
Also add a screen share functionality.