TeamSupport

B2B Customer Support Software

4.5 /5 (785 reviews) Write a Review!

TeamSupport Overview

What is 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.

TeamSupport Overview

Pricing

Starting from
US$50.00/month

Pricing options

Free Trial
Subscription
Value for money

Support Desk : $50/month per user*
Enterprise: $65/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


TeamSupport Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, India, Germany, Mexico
Supported Languages
English

Media

The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory!
TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too late
Customer Alerts are great for quickly sharing information with your team
TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers
Complete contact database so you can keep track of every contact at every company
The contact record also shows related tickets, notes, files, and even agent ratings
The Ticket Page
The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you need
Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues faster
Ticket Collision Prevention notifies users when another user is working on the same ticket.
TeamSupport video TeamSupport video TeamSupport video TeamSupport video TeamSupport video TeamSupport screenshot: The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory! TeamSupport screenshot: TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too late TeamSupport screenshot: Customer Alerts are great for quickly sharing information with your team TeamSupport screenshot: TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers TeamSupport screenshot: Complete contact database so you can keep track of every contact at every company TeamSupport screenshot: The contact record also shows related tickets, notes, files, and even agent ratings TeamSupport screenshot: The Ticket Page TeamSupport screenshot: The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you need TeamSupport screenshot: Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues faster TeamSupport screenshot: Ticket Collision Prevention notifies users when another user is working on the same ticket.

TeamSupport Reviews

TeamSupport Reviews

Overall rating
4.5
/
5
Excellent
463

Very good
265

Average
51

Poor
5

Terrible
1

Value for Money
4.4
Features
4.3
Ease of Use
4.4
Customer Support
4.5
93% recommended this app
Ifeoma O.

Team support makes us a more efficient with customer support.


Balasubramani A.

Inventory Management

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 .


Pedro F.

Customer Support

We can track every customer input / feedback and stay on op of the product.


Rod M.

RodsReview

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.


Raymond M.

TeamSupport Review

My day to day working experience with TeamSupport is acceptable


Ifeoma O.
Company size: 1,001-5,000 Employees

Team support makes us a more efficient with customer support.

Used Daily for 1+ year
Reviewed on 2018-07-10
Review Source: Capterra

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Balasubramani A.
Industry: Banking
Company size: 2-10 Employees

Inventory Management

Used Daily for 6-12 months
Reviewed on 2020-01-14
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Pedro F.
Industry: Industrial Automation
Company size: 51-200 Employees

Customer Support

Used Daily for 2+ years
Reviewed on 2020-12-29
Review Source: Capterra

We can track every customer input / feedback and stay on op of the product.

Pros

Very easy to use, and it has been a critical tool to track issues and plan ahead for service

Cons

App could be improved, other than all the integration is easy and friendly user

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Rod M.
Industry: Information Technology & Services
Company size: 11-50 Employees

RodsReview

Used Daily for 1+ year
Reviewed on 2016-07-05
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 5.0/10

Raymond M.
Industry: Information Technology & Services
Company size: 1,001-5,000 Employees

TeamSupport Review

Used Daily for 2+ years
Reviewed on 2020-10-23
Review Source: Capterra

My day to day working experience with TeamSupport is acceptable

Pros

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.

Cons

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

Response from TeamSupport

Thanks Mr. Marcaida 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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
8.6/10
Based on 785 user ratings
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TeamSupport Pricing

TeamSupport Pricing

Starting from
US$50.00/month
Free Trial
Subscription
Value for money

Support Desk : $50/month per user*
Enterprise: $65/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

Support Desk : $50/month per user*
Enterprise: $65/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

Value for Money
4.4/5
Based on 785 user ratings
Compare value for money rating with alternatives
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TeamSupport Features

TeamSupport Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4.3/5
Based on 785 user ratings
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Categories

Additional information for TeamSupport

Additional information for TeamSupport

Key features of TeamSupport

  • Advanced Customer Portal, KnowledgeBase, Forums
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Custom SLA Management
  • Customizable Fields, Ticket Types, Statuses, Severity, etc.
  • Easy to Implement, Flexible and Intuitive
  • Easy to Use Mobile Version
  • Email-To-Ticket, Live Chat, Multi-Channel Support
  • Integrated Screen & Video Recordings
  • Intelligent Ticket Deflection
  • Mobile Integration
  • Powerful User Rights Management
  • Product & Inventory Tracking
  • REST API
  • Real-Time Internal Collaboration & Wiki
  • Software Version & Asset Tracking
  • Tagging & Ticket Queues
  • Ticket Collision Prevention

Benefits

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

TeamSupport FAQs

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: $65/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. What are the main features of TeamSupport?

TeamSupport offers the following features:

  • Advanced Customer Portal, KnowledgeBase, Forums
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Custom SLA Management
  • Customizable Fields, Ticket Types, Statuses, Severity, etc.
  • Easy to Implement, Flexible and Intuitive
  • Easy to Use Mobile Version
  • Email-To-Ticket, Live Chat, Multi-Channel Support
  • Integrated Screen & Video Recordings
  • Intelligent Ticket Deflection
  • Mobile Integration
  • Powerful User Rights Management
  • Product & Inventory Tracking
  • REST API
  • Real-Time Internal Collaboration & Wiki
  • Software Version & Asset Tracking
  • Tagging & Ticket Queues
  • Ticket Collision Prevention

Q. Who are the typical users of TeamSupport?

TeamSupport has the following typical customers:

Small Business, Large Enterprises, Non Profit, Mid Size Business

Q. What languages does TeamSupport support?

TeamSupport supports the following languages:

English

Q. Does TeamSupport support mobile devices?

TeamSupport supports the following devices:

Android, iPhone, iPad

Q. What other apps does TeamSupport integrate with?

TeamSupport integrates with the following applications:

Akita, CozTel, Customer Thermometer, Freshsuccess, Help Desk Migration, Nicereply, Twitter, VICIdial, Wordpress, Zoho SalesIQ

Q. What level of support does TeamSupport offer?

TeamSupport offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials