TeamSupport

Avantages

Ease of use and agent collision avoidance. Ticket Queue is nice and clear. Reports are exceptional.

Inconvénients

When you go to correct a word in the middle of a sentence, the curser goes to the end of the sentence instead of staying where you want to make a correct or additional notes. The email component, would like to see an address book to make it easier to email other agents or customers. Currently you have to type the whole email in yourself which is time consuming.

Avantages

Overall it meets the needs of our company. We have a way to create, track, manage, and export ticket information. Great support.

Inconvénients

some clunkiness in the search features, but that could be related to our use and old data.

Avantages

Easy to learn, useful information, reliable, get access anytime anywhere.

Inconvénients

Have more functions than others we used before

Avantages

Managing tickets is extremely easy. Robust reporting system. Good wiki/Knowledge base system. Support is helpful and mostly quick to respond.

Inconvénients

Reports are a little difficult and confusing to set up.

Avantages

We chose TeamSupport not only for the features and convenience, but the easy to navigate, simple to understand, and quick to learn interface. Adding, updating, and closing tickets is intuitive and uncomplicated. It's much easy to work together, recycling information from ticket to wiki entry.
Customers have the option of self-service, decreasing the time to find the right solution. Customers appreciate the user-friendly portal which shows exactly what they need.
TeamSupport enables a smooth workflow so everyone gets things done faster and with fewer complications. We're able to understand and communicate better with our customers thanks to the 360-degree view of our customer base.

Inconvénients

There are always complications to working on the web. Obviously, if your Internet connection is unreliable, you will have problems using software-as-a-service to some degree or other.

Avantages

Ease of use and top-notch interface are what I like the most about TeamSupport. It has all the things you need to quickly and accurately respond to customer inquiries. You can also copy/paste screenshots in to tickets which have been immense time saver for us.

Inconvénients

Its hard to find a flaw to TeamSupport, but I have noticed that sometimes loading times for tickets and reports can be a bit longer than they should be.

Avantages

I can track the issues by customer/account or by account representative. The reporting shows me what is still pending to be handled and ensures that we always follow up with our customers with solutions. It is pretty customizable with templates that expedite the process of tracking/handling issues.

Inconvénients

When we tried to feed multiple email boxes from employees into the system, it merged some that had the same subject line so we had to use one email box for our customer support tickets instead.

Avantages

Ability to support with customer focus
Better Ticket Routing scenario and it can track better with products
very good especially on CRM integration

Inconvénients

I dont see any bad about this product,bec we use it.

Avantages

Easy to use and to learn.
Flexible to fit our needs.

Inconvénients

Should be multilingual as we live in multilingual Word.

Avantages

This software keeps my client requests organized and ensure that the proper responses are sent in a timely fashion.

Inconvénients

I would prefer to SPLIT tickets instead of just cloning.

Alternatives envisagées 

Pourquoi choisir TeamSupport 

Pourquoi passer à TeamSupport

Avantages

I use this product on a daily basis and it is extremely easy to use. I love the way we can track conversations and responses in one location so it's easy to stay up date with all the interactions and items that need to be done.

Inconvénients

Desired feature ~ I wish there was a master Save button

Avantages

TeamSupport is very easy to use and can generate reports with every data field. User friendly and easy to navigate.

Inconvénients

We are not able to disable our Support Email Inbox in Outlook because TeamSupport sometimes does not create a ticket when we receive an email.

Avantages

TeamSupport helps organize client info and correspondence

Inconvénients

Search capability, need ability to search for key words or amounts (numbers) in a specific customer's tickets or all tickets

Avantages

The Software is a decent tool for ticketing reporting and assigning to users and keep tracking of tickets. Also like the Product Version release reporting and association of Products to Customers

Inconvénients

The Reporting graphs produced are not up to the mark.

Avantages

This is a software used to develop customer interaction and help. It is very useful for many online customers.

Inconvénients

Sometimes the chat sessions get too long to respond and gets interrupted in between and get cut.

Avantages

The great thing about Team Support is that the system helps keep my tickets organized and I can easily follow-up on the status of each one. It helps me do my job better and helps my clients stay happy with our product

Inconvénients

The phone and iPad app is very limited in functionality. I don't even bother to use it. I don't have many settings to customize my personal account. I would like the option to add a signature to my responses and also have an option for a dark theme. and customize my account photo.

Avantages

I like the features as well as the easy way to create tickets and reports.

Inconvénients

There is nothing I can say about it. As I said before, it is user friendly. Very easy to manage.

Avantages

This software very intuitive; it is easy to get started with and also very customizable.

Inconvénients

Nothing negative has caught my attention, although they could do well with adding more functionality.

Avantages

Ease of use for customer and support staff.
Highly customizable application and ticket automation
Very affordable for small businesses
Has a useful mobile app
Team Support staff gets 5 stars, they are responsive, helpful and nice to work with.

Inconvénients

They have a great customizable web portal that comes with the regular price, however it is not secure unless pay extra, which renders it useless unless you pay.
On occasion, their system has problems but they are resolved within a few hours.

Avantages

TeamSupport is a fantastic product that allows our product and support group the ability to provide excellent support. The interface is intuitive, and fully featured.

The TeamSupport "support" group also does a great job of notifying it's customers of potential issues.

Inconvénients

There have been a few problems recently that have negatively impacted the customer base, but they've been great at communicating their progress.

Avantages

Easy of use and flexibility of configuration

Inconvénients

Occasionally run into minor issues with reports.

Avantages

The reason I selected TeamSupport over the competition was for the powerful custom reporting abilities, which are very easy and intuitive to create.

Another feature that stands out is their customer service. Anytime i've submitted a query, I've had turn-around same day, and generally within the hour (if not immediately.)

Inconvénients

Some of the rules and things during build-out do not seem as intuitive as they should be, however TeamSupport offers a ton of educational webinars and resources to guide you through.

Avantages

ease of use
customer friendly

Avantages

Ease of access
Customer Service
Ticket automation system

Inconvénients

Report function is complex.

Avantages

I like how easy it is to use. The design makes it light, and the functions within make it efficient

Inconvénients

I don't like that whenever a list of something is presented, like the products within a customer, they are in no particular order. When we created our products, we took care of giving them a prefix to group similar products together. Yet, the products are listed in random order and we need to click 3 times on the header to get it in alphabetical order.

Avantages

The usability was extremely easy. Tickets can be separated into groups, urgency of tickets can be set, there is a tracker to see what group of tickets are most frequently opened/closed.

Inconvénients

Fields cannot be added. There is a lack of "editing" as users have only a set amount of functions they can work with.

Avantages

Starting-up is easy, and the users and workflow setup is achieved in no time. So it is definitely possible to start with a support desk in a few days.

Inconvénients

Integration is not ppiece of cake, needs extensive use of the REST API (which works though).
As with many other Support softwares, the customer experience does not seem to be the main concern, and the providing info in .CSV format, without the needed flexibility and graphical representation of information (no hyperlinks, no PDF, no graphics) makes a very limited customer hub interface.

Avantages

The search functionality in TeamSupport is excellent and extremelu user friendly. Chat functionality is convenient.

Inconvénients

The GUI interface is not easy on the eys.

Avantages

I love the flexibility that comes out of the ticket automation features. It allows me to do a lot of pre-triage modification of tickets, and to automatically assign tickets to the appropriate personnel based on preset characteristics.

Inconvénients

I sometimes struggle with the amount of notifications that get sent out. There's a happy medium between too many emails and not enough, and I haven't quite found that sweet spot yet.

Avantages

I love how I can visually see all my open issues in one place.

Inconvénients

The setup and configuration of TeamSupport were a little tricky to get right.

Avantages

I like that the software allows the customers to view the status of their tickets. It makes sending and requesting updates easy. The knowledge base section is a good tool for customers to be able to review. Being able to categorize tickets based on products allows for easily referencing back to older tickets. They hold webinars to help teach on their software.

Inconvénients

The software is not always the easiest to navigate. The search feature is good but does not always bring back relevant results. Setting up some of the features in the admin section is not intuitive. Pictures entered into comments do not always display when sent to customers. The software seems to lag or not update for periods at a time for our team.

Avantages

Processing tickets are much easier. Status of the tickets are sent via email which helps in efficient tracking.

Inconvénients

Most of the features in the tool are not user friendly. Reports generated by the tool are not efficient to track and requires manual support

Avantages

The reporting feature is extremely helpful and easy to use. Being able to create and manage custom reports helps identify critical issues and direct workflow to those issues.

Inconvénients

The UI can be a bit clunky and the software seems to sometimes have a problem refreshing to the correct ticket/item. IE-even after deleting a ticket and/or refreshing the screen, the reading pane will still show the deleted item.

Avantages

The interface is easy to use and navigate.
The feature-rich environment offers many options for us to service our customers and keep them happy.
The permissions are simple and make it easy to allow or lock the facets of the system as needed.
The number of canned reports is fantastic and custom reports make it easy to get metrics.

Inconvénients

The Ticket Automation does not always work the way we would expect.
The number of API calls to Salesforce is exorbitant and often goes over our allowed amount.
The calendar feature is a bit limited. It would be nice to use it to track training tickets and sessions.

Avantages

The control it provides a business with, in terms of maintaining control of their customer support function.

Inconvénients

I don't really enjoy receiving emails for the groups that I have been added to, regarding tickets I am not really party to.

Avantages

As a virtual B2B Saas with heavy ticket Volume, Team Support keeps us on track

Inconvénients

Chat transparency, rate of enhancement/support changes are a challenge at times

Avantages

The ease of use, setup, and workflows. The visually appealing layout and automated reporting.

Inconvénients

The mobile app is very limited. Watercooler is unneeded.

Avantages

The features - the ability to mass close tickets, being able to define different ticket types and have workflows for them, having auto complete templates.

Inconvénients

Sometimes the connection can be a little pokey.

Avantages

Team Support has been a huge factor in how well organized our IT department has become. Being able to track all past and current work, as well as search and use our old tickets, has made all the difference in the world. The ability to be able to customize our portal is fantastic as well.

Avantages

1. Wonderful functionality
2. Easy Interface
3. Glitch Free.

Inconvénients

Finding customer name is little tricky and take lot of time to get pop up

Avantages

The layout and design by far are the best features. The ability to assign to tickets customers and/or contacts is a great feature. We use it mainly for B2B and many times an individual is not the customer a company is, TeamSupport allows us to assign in such a way.

Inconvénients

Would love to see a flexible pricing plan like some others offer. For instance a price for users who just use certain features like reporting, or maybe a per use option as well.

Avantages

One of the best softwares available which has been considered as the performer, the thigs that i like the most is that it is very responsive in terms of providing customer support for B2B bussinesses. It is one of the best customer sofwares. Also the help desk feature adds cherry on the top.

Inconvénients

The things that i like least is nothing i have been using it for last 6 months but havent found any till now.

Avantages

i love the fact that i can track tickets and users

Inconvénients

i dont like that I cant appy a resoltuion to more than one ticket

Avantages

I can say that this software is one of the greatest support software that we are using very intuitive and helpful for us as a team. They even help us manage our customers.

Inconvénients

Expensive. That is the only thing that think might be a con. Its cost per agent per month is a bit costlier.

Avantages

it is easy to use and my IT support team use it for years

Inconvénients

I didn't come across any trouble while using it

Avantages

I like the fact that you are able to click on the knowledge base right from the list on the left hand side of the page.

Inconvénients

I don't believe the email functions work properly either. We have a lot of customers complaining about not receiving the emails that we send out.

Avantages

The program is very Easy to use.

I like the reporting module.

Inconvénients

Often requires us to refresh. Screen display is mixed up or refresh shows it spinning.

Also would like more options to filter within a screen. If I select a customer I would like to be able to filter the tickets by the columns in that screen.

Avantages

It's available via internet. I can access it everywhere & anywhere via internet.

Inconvénients

Layout out of the call logging page.

Avantages

- Good user interface. Visually easy to understand.
- Easy to create the analisys report.
- Easy to manage the users

Inconvénients

System is too slow often is freeze and having impact for our operation.
Also analisys function is too slow for some complecated reports/charts