Who Uses TeamSupport?

B2B Technology companies with support/product teams who want to reduce support costs by better understanding their customers, enhancing internal collaboration, & improving the customer experience.

What Is TeamSupport?

TeamSupport is the only help desk software built for business to business. Simple pricing tiers include all the features you need in B2B: a robust customer database, omnichannel support, task management, SLA management, reporting & metrics, fully customizable, and more. It's not just a ticket system - it's a complete help desk suite that simplifies communication to provide exceptional customer service. TeamSupport scales with you and helps get the focus back on your customers where it belongs.

TeamSupport Details

TeamSupport

http://www.teamsupport.com

Founded 2009

TeamSupport Pricing Overview

TeamSupport starts at USD 50.00/month. TeamSupport does not have a free version but does offer a free trial. See additional pricing details for TeamSupport below.

Starting Price

USD 50.00/month
See pricing details

Pricing Details

Per month, per user with annual billing

Free Version

No

Free Trial

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

Business Hours

Online

TeamSupport Features

Complaint Management Software
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Analytics
Customer Segmentation
Dashboard
Feedback Management
Knowledge Management
Multi-Channel Data Collection
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Alerts / Escalation
Automated Routing
Customisable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management

TeamSupport Reviews

Showing 5 of 743 reviews

Overall
4.5/5
Ease of Use
4.4/5
Customer Service
4.5/5
Features
4.3/5
Value for Money
4.4/5

Great Solution

Reviewed on 14/05/2019
Deb L.
SAP Analyst
Consumer Goods, 501-1,000 Employees
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
5/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for network and hardware setup type needs, but our users are now trained to simply use our internal Team Support service desk for all things IT related. We triage and forward to our 3rd party IT provider, as needed, but most things we are able to self serve from our internal IT team. Our users know that we are responding and feel like their IT needs are being serviced much quicker and more accurately the first time.

Pros: 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.

Cons: 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.

Inventory Management

Reviewed on 14/01/2020
Balasubramani A.
Technical Support Specialist
Banking, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source 
4/5
Overall
5/5
Ease of Use
2/5
Features & Functionality
5/5
Customer Support
3/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis. I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers. Overall we like Team Support as it meets our current requirements and expectations .

Pros: 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

Cons: 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.

East Ticket Tracking

Reviewed on 08/01/2020
Nelida D.
Director, Strategic Accounts
Public Safety, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source 
4/5
Overall
4/5
Ease of Use
5/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: We are solving the overall customer experience when issues at a customer site arises.

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

Cons: 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.

RodsReview

Reviewed on 05/07/2016
Rod M.
Software Support Engineer
Information Technology & Services, 13-50 Employees
Used the Software for: 1+ year
Reviewer Source 
3/5
Overall
3/5
Ease of Use
2/5
Features & Functionality
3/5
Customer Support
2/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Been on the system of a year and half and the same issue still plague me. I have submitted Numerous Feature Request and the sit in Pending or are denied. I have Many Many open Cases that are Bugs and they seem to go no where as well. I have one in particular the happens to me every day, But was told it wasnt a over all a big deal, and the work around is to copy and paste my action to a notepad, Hit Refresh on the Ticket, Start a new Action, Copy and paste my notepad back into the New Action. This seems a little much. I was also told of a Feature that was very important to us, would be coming. After a month or two on the system I inquired about it, and was told, nope cant do it. We constantly have to refresh the interface, Hangs up a lot. System Performance is a big issue. Does seem that all the server issues that were going on are better, but that was painful. We get a ton of SPAM cases, There needs to be a way to filter that by domain name.

Pros: -Its Cheap per seat,
-Its customization of fields

Cons: -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.

Wonderful Resource

Reviewed on 06/01/2020
Darythe T.
Client Services manager
Human Resources, 13-50 Employees
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
4/5
Ease of Use
4/5
Features & Functionality
5/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: TeamSupport has wonderful customer service and the team is always there to assist. I needed an OOO message and couldn't find instructions online so I emailed our trainer on Christmas Eve and he actually responded within a few minutes.

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

Cons: I would prefer to SPLIT tickets instead of just cloning.