TeamSupport

Vorteile

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.

Nachteile

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.

Vorteile

I like the ease of communication and offering support with TeamSupport.
The software is well equipped and I like the help desk support capabilities.
It is awesomely affordable.

Nachteile

Well, I have used TeamSupport and no bad experience.

Vorteile

The live chat function worked fine and has good intuitive tools

Nachteile

They do not communicate timely and their business practices are awful. They raised our rates without notice and then did not allow us to get out of our contract.

Vorteile

Our favorite part about using TeamSupport is how it streamlines our communication with customers. By consolidating our customer service efforts, we can better meet the demands of our clients. The software's compatibility with our other resources also makes it easy to centralize the management of customer tickets, tasks, and interactions.

Nachteile

I recognize the value in TeamSupport, however I've run into a few issues with it. When we need to respond quickly to a client's request, it's frustrating when the UI is slow and unresponsive.

Vorteile

It doesn't take much mental effort to understand how the product works and how to apply the many facets of your support function to it. My innate teamwork skills allowed me to effectively coordinate with my colleagues, the client, and TeamSupport to improve our service to the customer.

Nachteile

Outdated user interface. The business is ignoring its primary offering. Very little. Its features are so similar to those of other CRMs that you'll be hard-pressed to find one that meets your specific needs if you don't already use another CRM.

Vorteile

TeamSupport exceeded my expectations when I saw the results of having more personalized support with each client. The ticket system allows for an easier response and follow-up, which improves the experiences that clients have by giving faster responses and allowing customer service agents to better understand each case.

Nachteile

There are no failures, displeasure or bad services from TeamSupport. They have been very good with all the services provided.

Vorteile

It has Simple UI and Easy to use application which has made communications easy. Also the report building feature is really very good. Ticket Automations are also really good.

Nachteile

Nothing, I like everything about TeamSupport. It's just lag which happens sometimes.

Vorteile

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.

Nachteile

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

Vorteile

i loved this app when i used it. it is simple and stable.

Nachteile

change my close to all open and that would be very useful. add the ability to see next task.

Vorteile

Teamsupport is a great portal for team chatting.

Nachteile

Teamsupport conversations are readily available for usage.

Vorteile

Team Support helps keep and maintain your customers through the software. Its a great software tool to have.

Nachteile

Team Support needs help in the email department business owner may from time to time have to do things manually. Unfortunately this is one of the consequences of having Team Support software.

Vorteile

I was very impressed with the customer service who was very responsive.

Nachteile

In B2B support point I think there needs more suitable.

Vorteile

TeamSupport is a flexible and adaptable CRM solution. I have implemented it within Harris in one business unit, as well as managed/administered it within another. It is able to be customized to fit our process, and the online support portal (Customer Hub) for our clients' access is easy to use and intuitive, and can also be branded for our company (logo, color scheme, etc.).

Nachteile

There are a couple things, concerning reporting, that I think could be improved:
1. You can only include two tables for reporting (i.e. Customers and Addresses, or Customers and Contacts, but not Customers, Contacts and Addresses). This limits our ability to pull some of the reports we need without exporting to Excel and then manually pulling things together, or using another third-party business intelligence platform
2. Our support department is very diligent about metrics (Response times, resolution times, ticket volumes, average closed per day, etc.). I've built a solution for this within Excel, where I export a handful of reports from TeamSupport on a daily/weekly basis, and then paste in to my Excel workbook, but it would be nice to be able to see these types of metrics within TeamSupport directly, in the form of graphs, charts, etc.

Vorteile

The flexibility of TeamSupport was a feature we wanted to use as we grow the business. We wanted to leverage this feature because we wanted the software solution we chose to grow with the us and TeamSupport met that criteria.

Nachteile

The storage limit of 25MB is probably the one that affects us most. We use videos internally for training and externally as well. I know that this limitation is understandable, but it is something that I wish they would either lift or expand. It would be very nice to offer a remote control feature when you are working an issue, so you can easily take control of the user's computer.

Vorteile

When we implemented Team Support, we did not have a CRM system prior, so it was a little tricky at first knowing how we wanted the ticket workflow to occur. After setting up a few ticket types and understanding the logic with the setup, it was smooth sailing setting up different type tickets for product inquiries to escalations to goodwill calls to managing COVID type activities for our clients, etc. At a moment's glance I can tell what is outstanding and what may need immediate attention.

Nachteile

The reporting can be challenging. We use Activities and Tasks a lot. To be able to include fields across the board in any report would be extremely helpful. Your limited with how you can report on tasks. Clients have shared they feel sometimes the layout of the emails they get are busy looking. TeamSupport recently made changes to improve this. We will be rolling this out soon. Clients seem to like the Ticket Hub feature quite a bit.

Vorteile

This platform is easy to get started with and also very easy to customize. You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom work flows, email templates, automation rules, etc. Out of the box it works great but if there's something you specifically need for your organization, there is undoubtedly a place to configure that in the Admin section.

Nachteile

This platform is in need of an app for mobile devices. The mobile web version works well for top-down view of all tickets, but has issues and is troublesome when trying to drill down into ticket comments. TeamSupport has mentioned in several webinars that a full out mobile app is in the works.

Vorteile

The TeamSupport interface is not bad and the search has recently been improved in order to find things faster.

Nachteile

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.

Vorteile

The TS CRM is top-notch, we use it daily, all day long.
The reporting, workflow, and interaction are crucial to our business (Software company)
Your support team is rapid in responding and knowledgeable.

Nachteile

I'd love to see more in-depth documentation on reporting. I often find documentation that gets me started, but stops short of detailed examples of "how" to achieve what I need in a report.

We occasionally see glitches when it comes to notice emails when clients sign in and update their tickets. It is sporadic, but in the last three months, our employees have reported not receiving a notice when a ticket they are assigned gets an update from the client.

Vorteile

I like the ease of use and collaborative nature TeamSupport provides. Our team is able to quickly find information, view tickets together, and work together to solve customer issues.

Nachteile

I do with there were additional features for the integrated Wiki, specifically for inter-connecting related Wiki articles. Alternatively, if an alternate Wiki URL could be used to direct agents to a separate Wiki (such as Mediawiki) deployment.

Vorteile

The biggest feature for us is that it enables sensible conversations with our customer base. All the interaction with customers is in a comment and reply format, with clear emails out of the system showing them what's being done, where the issue is at etc.

The software is also aimed squarely at our sector, which is IT software development. This is a huge benefit for us as the out of the box setup contains all the categories that you'd want (Support, Features, Defects, Projects, Tasks). It doesn't stop there though, because the customisation offered lets you easily track other categorisation and rank your tickets effectively.

Nachteile

Being cloud based comes with the usual downside, it gets the odd error due to cookies, slow network etc. This is no different to any other cloud based browser system that we've used.

Vorteile

It very easy to communicate back and forth between the customer who enters a ticket as well as with other staff members, ability to have public and private comments, also there is a lot of customization we can do ourselves.

Nachteile

The search isn't always great but they have been working on improving that. Once in a while the dashboards get wonky but it simply requires a refresh of the page and everything is back to normal.

Vorteile

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.

Nachteile

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.

Vorteile

Team Support is excellent when it comes to keeping track of tickets and responding timely to customers. Their support team has been fabulous as well. They take care of most of the time the same day.

Nachteile

Their WIKI needs work. The Knowledge Base is a great feature but only allows for 2 tier which is why we chose to use the WIKI.

Vorteile

Ticket creation and ticket prioritizing is excellent. Ticket update is simple and client gets a copy of the updates via email is a great feature.

Ticket escalation to other groups is easy.

Customer management is excellent.

Nachteile

Sometimes slow to update

Sometimes the software is not responsive so I have to refresh browser

lack of customization at the end user level

Chat status and online status could have better options

Vorteile

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

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

Su precio es algo elevado a comparacion de otros.

Vorteile

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

Nachteile

No tengo queja alguna de esta herramienta,

Vorteile

I like the message chatting feature that is provided its so simple to use with good interface indeed

Nachteile

using team support need stable internet connections which makes it more expensive

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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

Nachteile

Ticket Automation & Routing Rules,Collaboration Features Within Tickets

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

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Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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

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Vorteile

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.

Nachteile

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.

Vorteile

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 .

Nachteile

No there is no such issue with the software .

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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).