TeamSupport

What's the benefit from TeamSupport

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.

Inventory Management

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.

More capable than most, but still some additions I'd like to see

Kommentare: Getting the system configured for our particular use has been "tricky". It is working for us, but there are some limitations that make it difficult in some areas. For instance, notification via text message should be based on "who is on-call". As it is, I can notify, but I have no-way to denote who is "on-call". So, there may be some way to do this and change the external calls/texting based on it, but it isn't intuitive. Another issue has been with refreshing the screens. (we need to manually do that) However, this system is working for us an our clients, overall, and has met 90% of our needs. Working with customer service, we have had to resolve our own issues on occasion, which is a frustration. (no ideas presented to us, and we just "found" a way)

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).

Intuitive, Useful Software Company-wide

Kommentare: Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong as a useful solution for us whose advantages outweigh its detractors.

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.

TeamSupport - One solution to the problem

Kommentare: Overall its expressive and much useful portal for organization and the customer

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

Great Product!

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.

Great Solution

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.

TeamSupport Admin

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.

The single most important piece of software for our company's success

Kommentare: Team Support is a top-notch company that centers around the customer's success. It is extremely robust with so many different functions that make our customers very happy, by providing an amazing way to stay on top of communication. Our customers feel heard, and in control of their destiny. Give your customers that power, and you will see nothing but gratitude from them. There is no such thing as an unhappy customer at my place of employment, and that's a great feeling in the workplace.

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.

Team Support review

Kommentare: Overall Team Support is a great software tool to use and have because it a software that helps businesses keep and maintain business projects and customers.

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.

TeamSupport Review

Kommentare: My overall experience with TeamSupport software has been positive. The software provided a comprehensive solution for managing customer support, enabling efficient ticket management, collaboration, and reporting. The intuitive interface and powerful search capabilities made it easy to navigate and address customer inquiries promptly. While there were some limitations in terms of customization, the software's core functionalities met our requirements effectively. The software played a crucial role in improving our customer support processes and enhancing customer satisfaction. Overall, my experience with TeamSupport software has been valuable and productive in managing customer support operations.

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.

Amazing tools with worth for small organizations.

Vorteile:

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

Nachteile:

Ticket Automation & Routing Rules,Collaboration Features Within Tickets

Good

Vorteile:

Share work load and achieve goals faster

Nachteile:

Risk of inefficient communication sometime too long decision process

The best solution for our business

Kommentare: This has been good - it was a little rocky when I was first implementing TeamSupport for another business unit in 2016-ish, where I felt we were discovering/finding things that our assigned implementer didn't know about, but working with support and with other contacts has been great!

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.

Take a shot, give it a GO

Kommentare: Our overall experience with TeamSupport has been fantastic! Their support team is top-notch and from my perspective it shows that they genuinely do care to help you with your ongoing issues.

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.

Team Support

Kommentare: We use Team Support to track Customer Support issues, upgrades, software bugs, projects, and feature requests. We have populated our knowledge base with client-facing documents as well as internal articles. Team Support makes it easy to find everything from client correspondence to project updates.

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.

Good product

Kommentare: I find TeamSupport user friendly. Due to the nature of my job, I use TeamSupport very frequently and it is very useful.

Vorteile:

Team Support is easy to use. Tickets are opened by an email and it sends notifications to relevant users when an issue is created, updated or escalated. It also allows contacts to access the portal and open their tickets and also review them.

Nachteile:

The report creation can be challenging. In 2020 I needed particular report but when I tried to create it I was not able to. I called team Support Support who said they are the only ones who can create that report.

Team Support Review

Kommentare: We use TeamSupport everyday for managing our customer support tickets.

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.

We love Team Support!

Kommentare: It is a critical part of our daily work and we trust it :)

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.

Excellent Customer Support- worth to check

Kommentare: I really loved my experience with the TeamSupport. It is helping me in understanding the needs of my customers better. Our ability to reply to our customer's queries had been improved and now we can reply back to them in less time. We found it very easy to use and if we find any problem regarding it's usage, it's amazing Support is available for us. I would definitely recommend this to new customers.

Vorteile:

I found it very easy to use and customize. While we were using the TeamSupport, we just got an issue regarding the customization, then we contacted the Support of TeamSupport and got the reply within 1 hour. Their Support which runs 24/7 is just amazing. They provide the ability to create custom field which is really helpful for people dealing with a lot of date regarding sales and purchase etc.

Nachteile:

Although, it's very difficult to tell what I liked least about the TeamSupport. But still, I will suggest some improvements like the ability to open in new tabs, more compatibility with moderate specs PCs, email integration and more details regarding the creation of the tickets like place of the creation of the tickets.

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.

Great Product for Tracking Work and Collaborating with a Team

Kommentare: We use TeamSupport to address incoming software issues from our customer base. It is relatively easy to communicate with our customers, and we are able to store a variety of customer information so it is all available in one place. The application has also made it extremely easy to track our KPI's and make improvements to our processes and team.

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.

Ticketing platform with reports, client contact information and knowledge base

Kommentare: Ticket tracking, portal for clients to see updates, reporting, and statistics are all useful

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.

Customer Support

Kommentare: They have been excellent for our support portal.

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.

TeamSupport Review

Kommentare: My day to day working experience with TeamSupport is acceptable

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