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TeamSupport

TeamSupport Verified Reviews & Ratings

Founded in 2008, TeamSupport is a B2B customer service software focused on solving many of the issues found in...
2008
Year Founded
100%
Recommend It
6
User Reviews
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This platform is easy to get started…

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. 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. 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. I highly suggest attending the webinars as you will learn much more about the rich features available in this product. It’s a powerhouse of a web application and it will make your life as a managed service provider significantly more organized.  

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.

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.

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.

I highly suggest attending the webinars as you will learn much more about the rich features available in this product. It’s a powerhouse of a web application and it will make your life as a managed service provider significantly more organized.

 

Pros: None.
Cons: None.

Very easy to implement and use Team…

Very easy to implement and use Team Support. Low cost of ownership and it grows and adapts as needed. When we migrated from in-house to hosted email, it was an easy adjustment to keep it integrated. Very happy with the product and the support I have used Team Support for a few years and it has served our support purposes very well. It is flexible enough to handle advanced ticket management features and simple to implement. Their support is very helpful and responsive to issues also. Very proactive when it comes to upgrade and possible outage/interruption notices. And they communicate cause and resolution openly. Overall nice interface, easy to use, flexible and expandible, a great value. We considered replacing it to combine platforms. In the end, this was the best option.

Very easy to implement and use Team Support. Low cost of ownership and it grows and adapts as needed.

When we migrated from in-house to hosted email, it was an easy adjustment to keep it integrated. Very happy with the product and the support

I have used Team Support for a few years and it has served our support purposes very well. It is flexible enough to handle advanced ticket management features and simple to implement.

Their support is very helpful and responsive to issues also. Very proactive when it comes to upgrade and possible outage/interruption notices.

And they communicate cause and resolution openly. Overall nice interface, easy to use, flexible and expandible, a great value.

We considered replacing it to combine platforms. In the end, this was the best option.

Pros: None.
Cons: None.

The integration’s available with our…

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! 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! 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. Take advantage of the Help & Knowledge base in order to fully implement all the features. There are constant things that I find which enable our company to instantly begin using and features I’ve never imagined could be such a convenience.

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!

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!

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.

Take advantage of the Help & Knowledge base in order to fully implement all the features.

There are constant things that I find which enable our company to instantly begin using and features I’ve never imagined could be such a convenience.

Pros: None.
Cons: None.

I like the related ticket feature which…

I like the related ticket feature which provides the ticket number/ title/ and status. I also really enjoy the search option that allows you to filter postings found in Watercooler, and tickets. I do not like that I am not able to open multiple ticket tabs at one time. There is a check box located on the itemized ticket that can be checked off on multiple tickets already, if an option to ” Open Selected Tickets” can be added that would be great! I’ve enjoyed taking the time to learn more about the tools in Team Support, one of which is adding a related ticket. I like the fact that it provides the title to the ticket and the status, it helps when keeping up with trending issues, which in turn allows us to adjust our Customer Service to better assist and inform our clients.  

I like the related ticket feature which provides the ticket number/ title/ and status. I also really enjoy the search option that allows you to filter postings found in Watercooler, and tickets.

I do not like that I am not able to open multiple ticket tabs at one time. There is a check box located on the itemized ticket that can be checked off on multiple tickets already, if an option to ” Open Selected Tickets” can be added that would be great!

I’ve enjoyed taking the time to learn more about the tools in Team Support, one of which is adding a related ticket. I like the fact that it provides the title to the ticket and the status, it helps when keeping up with trending issues, which in turn allows us to adjust our Customer Service to better assist and inform our clients.

 

Pros: None.
Cons: None.

TeamSupport has allowed the whole of…

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. All aspects of TeamSupport are a pro, there is only one negative 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. I would heavily recommend TeamSupport to any business with or without a current ticketing system. I have been in companies that don’t have any, that just use a shared inbox and have had clients of the company come to me and tell me that since a ticketing system was introduced they have felt more comfortable and trusting to contact the IT team with issues. I have also worked in places that have different ticketing systems to TeamSupport – but have found TeamSupport to be the simplest and the most efficient fit for purpose client out there.  

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.

All aspects of TeamSupport are a pro, there is only one negative

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.

I would heavily recommend TeamSupport to any business with or without a current ticketing system.

I have been in companies that don’t have any, that just use a shared inbox and have had clients of the company come to me and tell me that since a ticketing system was introduced they have felt more comfortable and trusting to contact the IT team with issues.

I have also worked in places that have different ticketing systems to TeamSupport – but have found TeamSupport to be the simplest and the most efficient fit for purpose client out there.

 

Pros: None.
Cons: None.
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Provider Overview

Founded in 2008, TeamSupport is a B2B customer service software focused on solving many of the issues found in conventional solutions. TeamSupport noticed that while one ticket might be handled and solved, the same customer might still be experiencing other issues unknown to that agent. The team decided to build out a solution that helps reduce the disconnect between customer service representatives, and introduce a new level of collaboration to foster communication and teamwork.

By providing a whole new layer of collaboration with their unique Water Cooler platform, TeamSupport’s solution allows agents to stay connected, and offers a way for the team to discuss issues and tickets to find the best resolution. This is mainly what helps TeamSupport stand out as a unique competitor compared to other customer service software solutions. This seamless collaboration breaks down internal barriers, allowing your customer service team to focus on the customer as a whole, not just individual tickets.

 

TeamSupport Pricing and Services

 

Support Desk -$40 per agent/month billed annually, $50 billed monthly

  • Complete Customer & Contact Database
  • Unlimited customers and contacts
  • Ticket history by customer or contact
  • Customer notes with alerts
  • Customer distress index
  • Agent ratings
  • Customer Insights
  • Customer Families
  • Simple email integration with email-to-ticket
  • Phone-to-ticket (utilizing RingCentral’s platform)
  • My Tickets List
  • Custom Fields, Statuses and Properties
  • Conditional Custom Fields
  • Assign Tickets to Users or Groups
  • Ticket Collision Prevention
  • Related & Family Tickets
  • Integrated Screen Recording
  • Ticket Automation & Workflows
  • Integrated Video/Webcam Recording
  • In-Line Images
  • File Attachments
  • Global Search
  • Mobile Agent Tools
  • Log private or public actions with notifications
  • Live customer chat
  • Basic and Advanced customer portals
  • Internal and External Knowledge Base
  • Ticket Deflection
  • Customizable Customer Portals Embedded into website
  • Community Forums
  • Water Cooler Internal Social Network and Chat
  • User Groups Ticket Queue
  • Wiki
  • Integrated Calendar with Task Assignment
  • 100s of Stock Reports “out-of-the-box”
  • Customizable dashboard for analytics and reporting
  • Agent and Group Reporting
  • Advanced Custom Reports

Enterprise – $55 per agent/month billed annually, $65 billed monthly

All support Desk Features plus:

  • Visual Chat with Screen and Video Recording
  • Task Management
  • Product Database
  • Product & Version Tracking
  • Multi-brand Support
  • Inventory & Asset Tracking
  • Link Products & Versions to Tickets and Customers
  • Customer Portal Can be Customized by Product
  • Integrations with Developer Tools including Jira and Beanstalk
  • Widgets
  • SSL Hosting/CNAME

 

Editor’s Bottom Line of TeamSupport

 

TeamSupport is a strong option for SMB operations, and offers a host of tools for agents including internal knowledge databases, product databases, customizable ticket pages, multi-brand support, and a customer and contact database that allows agents to see every single ticket in one centralized location. The user interface is simple and clean, and allows agents to focus on solving the problem, and collaborating with their team. What’s really unique about TeamSupport’s solutions is the included Water Cooler internal social network and chat platform, which really allows for an extra level of collaboration that most customer service software solutions otherwise leave out.

Your team can replace Slack or any other third party chat, and utilize the deeply integrated Water Cooler function. The entire platform is also highly customizable to fit the needs of your business, from custom ticketing, custom fields, statuses and properties for tickets, and customizable customer portals that can be embedded directly into your business’ website. In fact, TeamSupport enables your business to create an entire self-service portal for your customers, including tutorials and frequently asked question sections, as well as a community forum for your customers and clients to discuss issues and solutions without the need to reach out to official support.

This allows your agents to focus on the more complex issues, with customers solving the common and simple issues on their own thanks to an in-depth support portal. But beyond self-service options, TeamSupport arms agents with a wide range of tools including an internal knowledge base, along with collaboration tools, and even internal wiki’s to help agents resolve issues as quickly as possible. Going even further, built-in video and screen sharing allows agents to really tackle complex problems and connect with customers in new ways.

Overall, TeamSupport offers a robust platform with unique collaboration tools that help agents solve issues as quickly as possible. The solution even includes an integrated calendar with task assignment and real-time reporting and analytics for managers to stay on top of everything that’s happening in their contact center. We recommend TeamSupport for most SMB deployments, but their Enterprise plan also makes a compelling argument for larger teams as well.

Screenshots
  • Team Support Report Overview
    Team Support Report Overview
  • Team Support Customized Dashboard
    Team Support Customized Dashboard
  • Team Support Product Overview
    Team Support Product Overview
  • Team Support Ticket Overview
    Team Support Ticket Overview

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