Bewertet am 14.5.2019
Kommentare: 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.
Vorteile: 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.
Nachteile: 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.
Bewertet am 14.1.2020
Kommentare: 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 .
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.
Bewertet am 8.1.2020
East Ticket Tracking
Kommentare: We are solving the overall customer experience when issues at a customer site arises.
Vorteile: The Dashboard and ability to quickly see current ticket status and quantities. Additionally, the ease in finding customer information quickly, products owned, etc.
Nachteile: 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.
Bewertet am 5.7.2016
Kommentare: 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.
-Its Cheap per seat,
-Its customization of fields
-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.
Bewertet am 6.1.2020
Kommentare: 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.
Vorteile: This software keeps my client requests organized and ensure that the proper responses are sent in a timely fashion.
Nachteile: I would prefer to SPLIT tickets instead of just cloning.
Bewertet am 8.1.2020
Luis gerardo M.
Kommentare: We manage our customers and our tickets with tieamsupport
Vorteile: its wide integration and your ability to create custom templates
Nachteile: your api doesn't work very well and your servers are very saturated
Bewertet am 8.1.2020
Great Tool for support and knowledge
Vorteile: Easy to use and customize, you can browse the software and will give you the info needed to add or remove information
Nachteile: it works very well for me I do not see cons on it
Bewertet am 13.1.2020
Support the way it should be
Kommentare: I have used 4 other ticketing systems and this one is the one that I like the best.
Vorteile: How easy it is to work a ticket in the system. I can create the ticket and have it setup in half the time of our old system.
Nachteile: I have not found anything yet that I do not like.
Bewertet am 25.11.2019
TeamSupport Software Review
Kommentare: Our Rep at TeamSupport was wonderful. He gave ideas but allowed us to make our own decisions. Kept us on track with our testing and help weekly meetings to make sure things were progressing. This was our first system implementing of this type, so extra thought had to go into the implementation. There may still be tweaking to do as we continue to roll out the product to all internal teams.
Vorteile: TeamSupport is very easy to understand and build upon. The shell of the software allows you to easily build your internal processes within TeamSupport.
Nachteile: The logic of Implementing the software to meet our needs.
Bewertet am 6.11.2019
Find another option
Kommentare: Personally, I would recommend finding another option. We can use the system to track our work, but only by changing our needs to match TeamSupport rather than having TeamSupport match our needs. I think that's a sign of a poorly designed system.
Vorteile: 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.
Nachteile: 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.
Bewertet am 24.9.2019
Kommentare: Overall, I like the software as its easy to use and meets our operational needs. The ticket management works well and is easy to use. The tickets are easy to create, assign, and manage. I have set up reports that I run monthly to provide support metrics internally. They were easy to create and are easy to run each month, giving us the metrics we need to understand the types of tickets we get from our customers, the number of tickets created by each customer, and the amount of time our support team spends working the tickets. We interface with Jira when submitting requests to our development team, which was easy to configure and is virtually maintenance free once set up. Team Support also has great documentation that is easy to understand, which I reference whenever I'm implementing something new or have questions.
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.
Bewertet am 28.10.2016
TeamSupport for Customer Support
Our company started using TeamSupport several years ago for answering customer support tickets. Previously, we would respond via email which left us no tracking or history and was only available to the email account used to answer the ticket. With TS we can track all responses and have the ability to tag the issues by topic. Being able to insert images is HUGE! Often times we will hear something like "Another rep told us ...". We can quickly click on the customer's company name and see all past tickets and review past responses. I can also quickly see just my responses. Notes can be attached to a customer's account that will pop up whenever they submit tickets.
The reporting feature is not quite as easy as I think it should be. Although I've managed to produce enough basic reports to satisfy my needs.
The learning curve for TS was relatively short. There are a few quirks, that once you figure them out, you can easily move forward - such as each customer must have a unique email address. However, this can be worked around by adding the customer without an email address, then edit their account to add the email.
We have found that TS has significantly reduced the time we spend training new hire employees. The new hires can scroll through previous tickets and review past responses. They can also search specific topics based on tags. Once they are turned loose to answer tickets on their own, they can be marked as private and sent to be reviewed by their mentor, and then released to the customer.
TS has many features to help make life easier - Built-in editor with images & screencast recorder, Water Cooler (internal chat), Chat (for your customers), Knowledge Base Templates (easy to create for repeated use), Wiki (the ability to add internal help articles), Calendar and Reminders, Mobile app, and more.
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.
Bewertet am 29.11.2016
Great for MSP's! Constantly improving their platform. Excellent customer service!
Kommentare: TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We tried several different management platforms and found that TeamSupport was simply the easiest both to get started with, and to customize to our particular needs. Other solutions that we looked at either 1) were easy to get started with but didn't offer much in terms of customization or 2) required that you spend days and days organizing & customizing the mass amount of features that had to be set up. TeamSupport was the perfect medium between the two! Also, I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload. Furthermore, we were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients.
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.
Bewertet am 15.11.2016
Beyond pleased with the worlds best support system - anyone else is missing out!
Kommentare: Our organization has used several different types of methods and vendors for our business and client support needs. By far, Team Support is the best. The system is easy to use and we have begun depending on it for things we never would have imagined such as tracking and maintaining our customer's as well as the complexity between various business relationships. The software is premier and we highly recommend it - not to mention, the human element driving Team Support is always available and genuinely interested in us as a client. Feels like a boutique service with the capabilities of a large corporation! This is a win.
Vorteile: 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!
Nachteile: 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!
Bewertet am 29.3.2019
TeamSupport - The best product we've ever used
Kommentare: The business has always been easy to deal with, despite being based in the US, they accomodated us by offering very early meetings (their time), and training and have recently opened a South African help desk to give broader timezone coverage. Their staff are always very friendly, even going so far as to send happy birthday messages
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.
Bewertet am 17.10.2019
Kommentare: I've used TeamSupport for 4+ years across two companies. Once at a software development company and now at a logistics solutions provider. I am no longer a daily user, however I helped research solutions and implement the tool.
Vorteile: 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.
Nachteile: 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.
Bewertet am 24.5.2019
TeamSupport - A Valuable Lifeline
Kommentare: Overall, TeamSupport is a vital tool that I know myself and many others in leadership roles could not live without. It not only simplifies the interaction between departments but also allows direct email interaction with our customers, which makes managing their concerns a straightforward process. Reliable communication is the lifeblood of any successful company, and TeamSupport facilitates our needs on a consistent basis.
Vorteile: TeamSupport is equal parts efficiency, ease of use, reliability, and adaptability. Customizing TeamSupport is a cinch, and I was pleased to learn that I could create a signature to speed up my response times to tickets. TeamSupport not only allows us to engage with other departments throughout our company but also enables us to directly engage with our customers via email. As the coordinator for our department, managing ticket flow is one of my primary responsibilities, and TeamSupport makes this a breeze.
Nachteile: There isn't anything about TeamSuppor that I find to be a hindrance, although I do sometimes find myself clicking around quite a bit when I am looking for a group or ticket in an area I am not familiar with. This is mostly user error, although I do feel that the interface could be simplified a bit.
Bewertet am 10.7.2018
Team support makes us a more efficient with customer support.
Team support makes it easy for my team to focus on the customers as against just focusing on tickets. With support tools ,we have tried in the past ; we were able to resolve customer tickets , but found it difficult resolving all of them at once.
Team support provides the customer care team with high level visibility , which enable our sales team to manage and resolve customer tickets at a company level as against resolving them at a ticket level.This eliminates duplicate efforts where we have multiple support agents helping out a single customer to resolve multiple tickets at same time.Thus ensuring we are able to resolve all customer issues at once, as against on a ticket by ticket basis.
Overall, Teamsupport has saved us time ,and made our customers happier.
Nachteile: It is not intuitive even though it is very effective. Also will like to see more information with new tickets opened by customers. For example ,will be helpful if agents can see from what geographical location the ticket was created from, or from what part of the website the ticket was created from.
Bewertet am 20.3.2017
Streamlined our Support and Improved Customer Experience
Kommentare: Prior to using Team Support our Support department worked tickets through Outlook - I can't even imagine it now!! We had absolutely no visibility within our Team and collaboration was not possible. Since implementing Team Support we have been able to grow our department in line with our company growth and all the while adding additional support options, like chat, to our offerings. This is absolutely paramount in our success as a SAAS in a very competitive industry. Our Team is now able to work together in shift groups sharing the queue, communicate with each other using the water cooler feature, see when volume is high and they need to jump in, and so much more! The reporting offered with Zoho allows us incredible insight into our volume trends which has streamlined our staffing/scheduling. The Team Support team is incredibly responsive and takes ownership of any issues making sure that they are brought to an efficient resolution. I can't say enough about this software - I highly recommend it!
Vorteile: visibility allowing for collaboration, reporting, multi channel support offerings
Nachteile: Formatting within tickets could use some improvement.
Bewertet am 28.10.2016
TeamSupport is better
Kommentare: TeamSupport has allowed the whole of Carters helpdesk to work efficiently and with organisation. The allocation of users to tickets, escalating tickets and categorizing tickets off to certain types of support has greatly helped the whole helpdesk work with much more speed and organisation, streamlining each ticket to heldpesk staff with surplus information and legacy information should they need it to help solve a ticket.
Vorteile: All aspects of TeamSupport are a pro, there is only one negative
Nachteile: 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.
Bewertet am 11.5.2018
Team Support Software allows us to minimize the procedural complexity of customer support cycles thus achieving optimized client satisfaction levels.
We love to Team Support's software ability to allow our company to aggregate volumes of seemingly disparate customer and business case details
into easily understood customer profiles which allow our company to focus on customer support and not software options and application.
Team Support does require a financial commitment , for the Enterprise and Support desk
options do provide equal value for the money. Another possible solution to understand the particular value to your company would, we suggest, to
select the "demo" option where a prospective company can work closely with Team Support customer service to install and perform software service features before any financial commitment is made.
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.
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.
Bewertet am 23.5.2018
Great, Intuitive Ticketing Platform
Kommentare: Organization, sharing of data internally and externally, KnowledgeBase functionality, Wiki functionality, reporting.
Vorteile: TeamSupport is easy to adopt across a company. The interface is intuitive, functionality is robust. Administrative tools are reasonably provided with comprehensive auditing of user actions. Formatting of tickets is really easy to follow and inline images or use of templates is among TeamSupport's strengths. It does ticketing better than any software I've used.
Nachteile: I wish the reporting were easier and more robust. I would love to see a time where users can be working on multiple new unsaved tickets at the same time. There are occasional bouts of slowness or quirks with drop downs not showing immediately or searches not populating expected results that our company encounters but we, overall, accept the occasional issues because of the general strength of TeamSupport.
Bewertet am 14.5.2019
Holy orginization, Batman!
Kommentare: Great way to track multiple projects simultaneously with multiple steps in a lifecycle. Huge time and effort saver.
Vorteile: 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!
Nachteile: 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.
Bewertet am 24.5.2019
Core System for Working with both Internal & External Customers
Vorteile: 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.
Nachteile: 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.