TeamSupport

Avantages

I like that the software is entirely in the cloud and that we do not need to manage another installation. I also like the custom configuration options and how versatile the software is to meeting our needs.

Inconvénients

This could be my settings as a user, but I find it difficult to find past tickets and do searches as well as create and view useful reports to help manage my tickets.

Avantages

I like the ease of use the most, easy to claim and respond to tickets. The customization is nice as well.

Inconvénients

For me the software is quite buggy at times and can be very slow when it comes to selecting options as well as emailing out responses.

Avantages

TeamSupport allows me to track my due-outs and ensure that deadlines are met once assigned.

Inconvénients

I believe the software meets all of our needs. Therefore, no cons to report.

Avantages

The ability to have your tickets sorted by department and to re-assign tickets to the correct area.

There are many more features that make things easier, Priority, logging time, Groups, Status and so on.

Also, having the ability to store your knowledge base in the WIKI section allows documents to be available to all users.

Inconvénients

To be honest it is a great software, there are a few cons like searching for a ticket and then having to click on that ticket to open it. But that is a small, small issue. Nothing that impacts my work, just a pet peeve.

Avantages

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

Inconvénients

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

Avantages

It is easy to turn the raw data into graphs and show statistics behind resolution of issues. Keeps track of everything in an all-in-one platform with extreme ease of use.

Inconvénients

Can sometimes experience slowness and does not refresh on demand sometimes.

Avantages

It gives us the opportunity to do so much - track calls, respond to emails, provide chat support, host a knowledge base, host a community forum, etc. It's literally everything I need to do in order to provide top-notch service to my customers. It's a one-stop shop. Everything is easy to use and works extremely well.

Inconvénients

If there is a downside, it is that there is a lot of functionality. At times it can get overwhelming to figure out how to do everything. Granted, I don't want them to dumb down the product because all the functionality is valuable. But just realize that with the level of functionality, it does take a lot of training and setup to get it to run how you want it to.

Avantages

Easy to grasp for even the novice user.

Inconvénients

Not much I can think of but correct me if I am wrong here, you cannot search with keywords for pre-loaded customer responses.

Avantages

The software is very user friendly. It allows the clients to opportunity to ask question and get a direct response quickly. They can see what is being done with regards to their inquire. The software also allows me to comment in private to gain the information to resolve the issues.

Inconvénients

The software need a function where all communication is kept private amongst the user automatically verses having to set it manually.

Avantages

Super easy to use. Love that the features are easy to change and alter, test, etc.

Inconvénients

Can lead a horse to water, but you can't make him drink. It's hard to show the value of the software to all team members throughout different departments.

Avantages

I like the ease of use of this product. I work for a virtual company and the ease of this product allows our whole team to stay on top of the customers's problems.

Inconvénients

I would like for it to integrate with more products. It does integrate with some but I wish it would integrate with more. I also wish the reporting was better.

Avantages

+ Intuitive user interface ( I didn't even need thorough training to use it)
+ Absolutely love that I can just paste screenshots in the notes body and dont have to attach like Service now
+ Opened tickets stay open in sub tabs

Inconvénients

+ New contact creation process sometimes fails
+ I dont have a lot of cons to note

Avantages

The Dashboard and ability to quickly see current ticket status and quantities. Additionally, the ease in finding customer information quickly, products owned, etc.

Inconvénients

Reports. The reports that come out of the box are good, however, creating your own report is not easy. Creating a report needs more wizard assistance so that most anyone can create a report for the details they are looking for.

Avantages

- VERY easy to use.
- Using many of the custom features TeamSupport can integrate into your current workflow, but at the same time improve your team's performance.
- Provides a GREAT and an easy to use Custom Hub portal for your customers to access tickets, KB, WIKI, ticket submission, and etc.
- Great KB and WIKI Tools for customers, so common questions can be answered.
- Doesn't require a Programmer or Web Designer to set up Customer Hub, out of the box it was easy to use.
- Using the Custom Reports, we are able to provide visibility in to areas of our business that needed attention

Inconvénients

- Cost is bit high, but as long as they are always improving the systems, it will remain a good investment.
- Takes a long to setup all the Custom fields, types, and etc.

Avantages

I like the fact that it can integrate to JIRA very easily.

Inconvénients

The one thing that I don't like about Teams, is that is can be very slow to update with changes. I can be in the ticket and when another person enters an update to the same ticket, I cannot see the changes unless I click on Refresh ticket page.

Avantages

+ Visually pleasing
+ User friendly
+ Easy insertion of articles, videos, guides (don't have to reinvent the wheel)
+ Sorting features
+ Dashboard design
+ Customer Portal where they can record/attach to tickets

Inconvénients

- The font style and size changes sometimes in the tickets. (I like Verdana 10 pt., and it would be helpful to set default font and it stick.)

Avantages

The system is flexible and well able to handle our smaller company and its steady flow of tickets. The ability to manage and interact with customers via email or the Team Support app is handy. It provides a great flexibility in our communication with clients. The search functionality is really nifty and quick. The communication by TeamSupport during any scheduled down time or system slowness or intermittent outage is quick and proactive.

Inconvénients

There is not much to mention here. I have had intermittent minor issues with getting email notifications from a ticket recently, but have not determined if it is an issue in our own corporate email system.

Avantages

The efficiency and effectiveness of the features facilitates our being able to offer our clients efficient and effective service and support. "Water Cooler" and "Knowledge Base" allow for fast and reliable access and transfer of information. The "Search" and "Customer" functions are easy to use, and the "Tickets" and "Calendar" functions have proven to be essential for the way this company operates day-to-day.

Inconvénients

My criticisms are minor and few but perhaps the most relevant would be that occasionally the system lags when saving a ticket and generating a new ticket number.

Avantages

This system is great, simple, and easy to use. There is a ton of functionality and features like keeping track of inventory and running reports.

Inconvénients

There aren't that many things that can be improved on that comes to mind, but one thing that can be expanded on and really improved on is their mobile app. It is somewhat limited in its functionality and, options, and user features. Being able to respond and manage tickets on the go can greatly improve your product.

Avantages

It is very user friendly and can be customized easily. It is available in low cost. Email integration system is very effective here. It has a Dashboard which gives complete outline of customers status with us. It also provides the option to track the history. We can also find the Live chat option in the portal.

Inconvénients

Iam satisfied with Teamsupport tool but the video quality where we record for customers view using Red button option is not good. I feel it should be of more quality.

Avantages

It's the most easy and efficient way to communicate with customers as we can go through the history and identify the support whenever needed. it's flexible with integration supports.

Inconvénients

Cloud based system can be a headache for slow internet connections. But, can't blame the nature of TeamSupport as it offers more pros than cons.

Avantages

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

Inconvénients

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

Avantages

It is highly configurable and relatively powerful with regards to tailoring to different client types, time zones, etc.

Inconvénients

Small bugs and UX confusions sometimes make configuration and usage difficult. The mobile app is basic, but it was just launched so we expect it to improve over time.

Avantages

I like being able to follow conversations, conversations and replies from one location

Inconvénients

Sometimes it takes too long to respond to sessions and gets interrupted in between

Avantages

TeamSupport was my first ticketing system ever. The interface is visually attractive and it's intuitive. The global search is pretty fast and lot faster than other ticketing systems i've come across after. I loved the fact that TeamSupport nailed inserting Rich Text into the ticket fields. It's pretty amazing. As you'll find that other big hitters have not been able to get this right. Great product. I had an easy time on boarding and highly recommend to tothers.

Inconvénients

I didn't find much to wrong with this system only that we out grow it as out company got larger. But overall great product.

Avantages

I like the ease of use and ability to capture screenshots and document everything in one place. I like that I can track my time easily.

Inconvénients

I wish the reporting in Team Support was more user friendly. I also wish there were more canned reports.

Avantages

Very easy to implement and use Team Support. Low cost of ownership and it grows and adapts as needed. When we migrated from in-house to hosted email, it was an easy adjustment to keep it integrated. Very happy with the product and the support

Inconvénients

None that I have come across

Avantages

I loved how easy it was to get everyone connected and kept in the loop with issues. Its also convenient that its cloud based. 2 thumbs up.

Inconvénients

It was sort of challenging to teach EVERYONE how to use teamsupport efficiently. You had some people who caught on fast to the interface while others failed to properly communicate their struggles. This lead to some confusion and frustration, but all of our issues were ironed out eventually.

Avantages

The ability to customize nearly everything.

Inconvénients

Slow/performance issues

Avantages

TeamSupport's biggest draw is most likely how easily scalable it is as your customer support orginization grows, especially considering the ease of onboarding new support employees onto the software. Admin reporting features are also truely helpful, with a variety of stats that you can easily vizualize and gain insights into improving your uspport organization.

Inconvénients

TeamSupport is not as large as some other competitors in the help desk space, so innovation on the product can be relatively slow, and upgrades are not very frequent.

Avantages

Team Support is extremely easy to setup, they have a very responsive and helpful support team, and robust integrations and a simple REST API.

Inconvénients

The one hurdle that we struggled with in our implementation was the hierarchical relationships of our customers. We were ultimately able to make it work, but it was not a very intuitive process.

Avantages

Easy to use and customize, you can browse the software and will give you the info needed to add or remove information

Inconvénients

it works very well for me I do not see cons on it

Avantages

I jumped right in and knew how to use the software, it is incredibly user friendly.

Inconvénients

I often have trouble locating previous tickets using the search feature.

Avantages

Easy to use, familiar and creative. The whole layout is easy to navigate, the system itself for tickets and information is familiar.

Inconvénients

Sometimes I find the pages are not refreshing properly in Chrome, Firefox or Internet Explorer...

Avantages

- Fantastic product, wonderful team and one of the best example of perfection
- Easy-to-use user interface
- Enough features to keep company support and help desk growing
- Reminder setup for follow up tasks is the very useful feature for proactively tracking ticket progress

Inconvénients

- Overall system performance sometime degrade in case of heavy traffic on application
- Navigation between tickets require to be more easy
- Creating and pulling custom report is tedious job

Avantages

Easy to use, helps me stay organized

Inconvénients

There are occasional bugs but support is always able to assist.

Avantages

Very easy to use and communicate with. Many ways to customize your configuration to your needs.

Inconvénients

Don't have any con's really. Sometimes we have large files we would like to attach, but they are too big. We have workarounds for it though.

Avantages

Control via API, Separation using product line, company level, Integration between tickets and knowledge base

Inconvénients

Search function via customer hub especially multi-byte character (Japanese)

Avantages

Easy action items and notation for ticket monitoring
Useful reminder system and parent/child ticket association which allows for easy ticket grouping
Water Cooler feature is useful for posting temporary messages everyone should/can be aware of

Inconvénients

Sometimes lacks response time / freezes up
Bugs/support requests aren't always fixed and/or followed up on (I still have some minor outstanding tickets into support)

Avantages

Feature rich. When we discuss how to edit our support flow the answer if teamsupport can do that is usually yes.

Inconvénients

Lack of USEABLE mobile app. No native spell check (that I am aware of ). I would love to be able to physically move my tickets around like a board, have one corner for customer issues and other for internal, then rename parts of it dynamically e.g completed ticket but waiting on close from customer, then put them out the way. Would allow me to manage my day better

Avantages

I like the related ticket feature which provides the ticket number/ title/ and status. I also really enjoy the search option that allows you to filter postings found in Watercooler, and tickets.

Inconvénients

I do not like that I am not able to open multiple ticket tabs at one time. There is a check box located on the itemized ticket that can be checked off on multiple tickets already, if an option to " Open Selected Tickets" can be added that would be great!

Avantages

Great solution for our inventory control.
The customer service is more friendly.
We are able to effectively manage our tickets.
Team collaboration is easy and friendly.

Inconvénients

More user friendly with great customer support.

Avantages

This product has everything recorded and linked so that I don't have to go hunting through an email chain to what I'm looking for. I also love that it supports transferring files much more easily than email.

Inconvénients

Some features are hard to understand/I don't see a use for them.

Avantages

The Co-worker Chat Features, ease of lookup and editing of posts, email and notification options as well as customizable fields.

Inconvénients

the limitation on the number of open tabs. In some cases personnel has more "in process" items then the tab count seems to allow.

Avantages

TeamSupport is easy to use; has amazing robust features and integrated quite easily into our existing business processes. The Customer support team are very helpful and know the product quite well. It is easy to keep track of tickets and respond to customers timely. Also, you can look up tickets that had been issued in the past.

Inconvénients

Sometimes looking up tickets issued to customers can be troublesome. The search feature sometimes performs poorly; especially when looking up tickets issued for past events.

Avantages

Product is so easy to use, understand, and apply.

Inconvénients

So far, I have no complaints. It works well and has made communicating with customers much easier.

Avantages

Team support is so great that it almost everything that you needs on your daily life , you can create custom fields such as anything you want product ,email templates,tickets, work flows and many more such a great product!

Inconvénients

There is a issue on text formatting and editing I changes font size unexpectedly fixing it may help me love this product more, Overall this product it's a great product.

Avantages

-Being able to contact clients directly through TeamSupport instead of through a personal email -- makes sure that all correspondence is recorded and accessible to other techs
-Being able to set reminders for yourself to follow up on tickets
-Allowing internal users to subscribe to a ticket to let them keep track of what's going on with the issue without having to be listed as a contact
-Excellent customer service

Inconvénients

-Recently, they've been having some slowness and downtime. Never lasts for more than a few minutes, but can be frustrating. They do respond to it quickly, and hopefully this is only a temporary issue.