About TeamSupport
TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries. Created by industry experts who lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate customer bases for its clients. TeamSupport stands alone as the leading support solution that helps solve for sophisticated client needs and fuels successful client interactions.
Key benefits of TeamSupport
With TeamSupport, your teams will communicate and collaborate better, issues will be resolved faster and your customers will be much happier! Our unique software solution is built with Business to Business (B2B) technology companies in mind, including Product & Inventory tracking features.
Manage customers as a company, not just on a tickets by ticket basis.
Improve resolution time and make sure no issues fall through the cracks.
Stop relying on email and let everyone on your team see everything that is happening in one place.
Identify patterns and flag customers who might be at risk due to high volume of ticket requests.
A web-based Customer Service & Help Desk application, TeamSupport is a powerful customer support suite & ticketing system with a focus on collaboration.
TeamSupport helps you:
(1) Decrease ticket resolution time.
(2) Work more effectively as a team.
(3) Better understand your customers both as individuals and at a company level.
(4) Improve Support Team Productivity
Devices
Business size
Markets
Australia, Canada, Germany, United Kingdom, India, Mexico, United States and 2 others
Supported Languages
English
Images
Features
Total features of TeamSupport: 102
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Application Management
- Appointment Management
- Asset Lifecycle Management
- Assignment Management
- Auto-Responders
- Automated Routing
- CRM Software
- Calendar Management
- Call Center Management
- Case Management Software
- Change Management Software
- Chat/Messaging
- Chatbot Software
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Configurable Workflow
- Contact Database
- Contact Management Software
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Software
- Data Import/Export
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management Software
- Email Templates
- Event Triggered Actions
- Feedback Management
- Forms Management
- Help Desk Management
- Incident Management Software
- Interaction Tracking
- Inventory Management Software
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking Software
- Knowledge Base Management
- Live Chat Software
- Macros/Templated Responses
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multiple User Accounts
- Network Monitoring Software
- Online Forums
- Performance Metrics
- Prioritization
- Problem Management
- Project Management Software
- Quality Assurance
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Updates
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Search/Filter
- Service Level Agreement (SLA) Management
- Single Sign On Software
- Social Media Monitoring Software
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Tagging
- Task Management Software
- Third Party Integrations
- Ticket Management
- Website Integration
- Widgets
- Wiki
- Workflow Configuration
- Workflow Management Software
Alternatives
Zendesk
Freshdesk
Odoo
Intercom
Reviews
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- Industry: Entertainment
- Company size: 201-500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
TeamSupport Supports
Reviewed on 2021-03-06
The best part of TeamSupport is the support, the support team has helped us sort out every problem...
The best part of TeamSupport is the support, the support team has helped us sort out every problem along the way and do it pretty quickly. If the software doesn't have the ability to do what you're trying to do, feature requests are often filled to meet your needs.
Pros
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.
Cons
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.
Response from TeamSupport
Thanks for sending good vibes our way! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides.
We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year.
- Industry: Information Technology & Services
- Company size: 51-200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Intuitive, Useful Software Company-wide
Reviewed on 2021-03-24
Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong...
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.
Pros
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.
Cons
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.
Response from TeamSupport
Hi Tyler, Thanks for writing to let us know your thoughts about TeamSupport. While we were really glad to hear that you've generally had a good experience so far, it looks like we fell short in one area, and that's not okay. I want you to know that I've spoken to our Director of Customer Success about this, and we're going to make sure this isn't an issue moving forward. We're always improving our platform and will also make our development team aware to factor into future updates and enhancements.
We'll look forward to talking directly to learn more and I promise we'll find a solution to your issue.
- Industry: Education Management
- Company size: 201-500 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Review for teamsupport
Reviewed on 2021-11-23
Pros
easy to use and has a lot of tools for all areas
Cons
probably user interface the interface can be confused for the end-users
Alternatives Considered
OdooReasons for Switching to TeamSupport
the company used this software for some time and the implementation takes a lot of time- Industry: Information Technology & Services
- Company size: 11-50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 5.0 /10
RodsReview
Reviewed on 2016-07-05
Been on the system of a year and half and the same issue still plague me. I have submitted Numerous...
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.
- Industry: Consumer Goods
- Company size: 501-1,000 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Great Solution
Reviewed on 2019-05-14
We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for...
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.
Alternatives Considered
ZendeskReasons for Switching to TeamSupport
Better overall functionality for the price point and user friendliness for us, as agents, plus better user experience for our "customers" via the portal and Wiki functionality.TeamSupport FAQs
Below are some frequently asked questions for TeamSupport.Q. What type of pricing plans does TeamSupport offer?
TeamSupport offers the following pricing plans:
- Starting from: US$50.00/month
- Pricing model: Subscription
- Free Trial: Available
Support Desk : $50/month per user* Enterprise: $69/month per user* *with annual billing Payments may be made monthly or annually Free trial - no credit card required All plans include unlimited support & training
Q. Who are the typical users of TeamSupport?
TeamSupport has the following typical customers:
51-200, 201-500, 501-1,000, 1,001+
Q. What languages does TeamSupport support?
TeamSupport supports the following languages:
English
Q. Does TeamSupport support mobile devices?
TeamSupport supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does TeamSupport integrate with?
TeamSupport integrates with the following applications:
Azure DevOps Server, Beanstalk, Customer Thermometer, Dropbox Business, Drupal, Facebook for Business, FreeWebsite.com, Gmail, GoDaddy Website Builder, Google Analytics, Google Calendar, Google Maps, Highrise, HubSpot CRM, HubSpot Marketing Hub, Jira, Joomla, JumpBox for Trac/Subversion, Mailchimp, Microsoft 365, Microsoft Outlook, Microsoft Teams, Microsoft Visual Studio, Nicereply, Oracle CRM On Demand, Oracle Service, Salesforce Sales Cloud, ServiceNow, Slack, Squarespace, SurveyMonkey, Twitter, Web.com, Weebly, WordPress, Zapier, Zoho Analytics, Zoho CRM
Q. What level of support does TeamSupport offer?
TeamSupport offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, Chat
Related categories
See all software categories found for TeamSupport.
