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Logiciel helpdesk conçu pour des professionnels du support client pour les professionnels du support client. Réduisez les coûts liés au support tout en améliorant la satisfaction des clients.

En savoir plus sur TeamSupport

Avantages :

Over the years we have taken advantage of more features and functions including asset management, automation and data management via API.

Inconvénients :

It is somewhat limited in its functionality and, options, and user features.

TeamSupport - Notes

Note moyenne

Facilité d'utilisation
4,4
Service client
4,5
Fonctionnalités
4,3
Rapport qualité-prix
4,4

Probabilité de recommander le produit

8,6/10

TeamSupport a reçu une note globale de 4,5 étoiles sur 5 d'après 819 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (819)

Flore
Chef de projet/televente (France)
Articles de sport, 201-500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Génial

5,0 le mois dernier Nouveau

Avantages :

Switch facile et bien géré très bon logiciel

Inconvénients :

Un peu lent mais en prenant le temps on y arrive

Ifeoma
Ifeoma
Developer (Nigeria)
Utilisateur LinkedIn vérifié
, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Team support makes us a more efficient with customer support.

5,0 il y a 5 ans

Avantages :

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.

Inconvénients :

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.

Deb
SAP Analyst (É.-U.)
Utilisateur LinkedIn vérifié
Biens de consommation, 501-1 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Alternatives envisagées :

Great Solution

5,0 il y a 4 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

recep
recep
Network Specialist (Turquie)
Utilisateur LinkedIn vérifié
Fabrication électrique/électronique, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

TeamSupport

4,0 il y a 2 semaines Nouveau

Avantages :

I like being able to follow conversations, conversations and replies from one location

Inconvénients :

Sometimes it takes too long to respond to sessions and gets interrupted in between

Robert
Service Manager (É.-U.)
Logiciels, 201-500 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

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

3,0 il y a 6 ans

Commentaires : 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)

Avantages :

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.

Inconvénients :

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).

Gianluca
IT administrator (Italie)
Télécommunications, 11-50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Alternatives envisagées :

Good but not enough

4,0 il y a 4 mois

Avantages :

The live chat System and something about activity tracking.

Inconvénients :

The interface is too Simple, we'd Like to see some other Button, especially in the live chat System.

Réponse de l'équipe de TeamSupport

il y a 4 mois

Hi Gianluca, 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. We're always improving our platform and will also make our development team aware to factor into future updates and enhancements. Please join us on the second Wednesday of the month to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university

Dan
Support Analyst (É.-U.)
Appareils médicaux, 11-50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Flexible customer support platform that shows promising growth

5,0 il y a 2 ans

Commentaires : The support from Team Support is top notch. THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.

Avantages :

I like the flexibility that is combined with a simpler setup. Not everything has a million ways to configure it, and that's okay. The integration of ticketing inputs (email, portal, chat) is really good which allows us to build a simpler experience for our customers.

Inconvénients :

There are some features like reporting which could use a major overhaul for an out of box experience. Thankfully, API support is there so that we can design our own dashboards, but the current reporting tools can only get you just enough data and is horribly presented.

Réponse de l'équipe de TeamSupport

il y a 2 ans

Thanks Dan for the great review! I will pass on your feedback to the TeamSupport development team. We put a lot of work into that, and we're glad to hear it's serving its purpose and helping you out. If you have any questions feel free to reach out to success@teamsupport.com directly. Thanks again!

Deepak
Product Support Representative III (É.-U.)
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

TeamSupport - One solution to the problem

5,0 il y a 2 ans

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

Avantages :

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

Inconvénients :

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

Réponse de l'équipe de TeamSupport

il y a 2 ans

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.

Nate
Director, Sales & Marketing (É.-U.)
Utilisateur LinkedIn vérifié
Transport routier/ferroviaire, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : GetApp

TeamSupport Admin

5,0 il y a 3 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Christopher
Compliance Officer (É.-U.)
Logiciels, 11-50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

TeamSupport is a huge asset to our company

5,0 il y a 2 ans

Avantages :

TeamSupport is easily customized to our likings and their software support team has been beyond helpful and always available for assistance.

Inconvénients :

Inability to manage existing datasets in bulk. There is no way to mass update customers, assets, products, etc.

Réponse de l'équipe de TeamSupport

il y a 2 ans

Thanks Mr. Hayes 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.

Utilisateur vérifié
Health consultant (É.-U.)
Utilisateur LinkedIn vérifié
Médecine douce, 11-50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

TeamSuport Review

4,0 il y a 4 semaines Nouveau

Commentaires : Our overall experience has been decent. It’s a good tool and is generally user friendly. Very simple to set up and customize to what we need in terms of customer management.

Avantages :

The software is very easy to use and also easily customized to our needs.

Inconvénients :

The ticket feature should be improved. Sometimes it is difficult to create a ticket.

LAURA
VP of Account Management (É.-U.)
Ressources humaines, 51-200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Team Support Review

5,0 il y a 2 ans

Commentaires : My experience with TeamSupport has been very good. The online support help is very responsive. Our Admin is extremely knowledgeable on TeamSupport as well which is helpful.

Avantages :

When we implemented Team Support, we did not have a CRM system prior, so it was a little tricky at first knowing how we wanted the ticket workflow to occur. After setting up a few ticket types and understanding the logic with the setup, it was smooth sailing setting up different type tickets for product inquiries to escalations to goodwill calls to managing COVID type activities for our clients, etc. At a moment's glance I can tell what is outstanding and what may need immediate attention.

Inconvénients :

The reporting can be challenging. We use Activities and Tasks a lot. To be able to include fields across the board in any report would be extremely helpful. Your limited with how you can report on tasks. Clients have shared they feel sometimes the layout of the emails they get are busy looking. TeamSupport recently made changes to improve this. We will be rolling this out soon. Clients seem to like the Ticket Hub feature quite a bit.

Réponse de l'équipe de TeamSupport

il y a 2 ans

Thanks for the great review! I will pass on your feedback to the TeamSupport development team. We put a lot of work into that, and we're glad to hear it's serving its purpose and helping you out. If you have any questions feel free to reach out to success@teamsupport.com directly. Thanks again! Thank you for taking the time to review TeamSupport. Glad to see you're enjoying the platform, particularly the ease of use. We're here to help if any questions arise or you'd like to inquire about additional features. Did you know we have a monthly webinar on the fourth Wednesday of the month exclusively for our clients? Join us to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university

Keith
É.-U.
Temps d'utilisation du logiciel : Non fourni
Source de l'avis
Source : SoftwareAdvice
5,0 il y a 9 ans

Commentaires : Are you in the market for a ticketing system? How about a real ticketing system that is ready to go – straight out of the box? If that isn't good enough, what if I said that there is such a system that you can also configure and customize to whichever extent that you need? You would think that the above options are wishful in the “grand design” of any ticketing system, but when it comes down to your company’s needs, what are your options? Should those options be sacrificed between the many choices today? You may have spent countless of hours on research, laborious hours on building a system, under pressure for time, and over budget on costs. When you consider the economy today, there is a lot that can be said on saving yourself from such entanglements. For those of you familiar with the above scenario, in my world and in many times over, it is said that if you choose not to decide, you've still made a choice. On the flip side, let’s just say if every one of your team members, co workers, and administrators could be satisfied with all of their needs without sacrifice, could this be the very system that you are looking to invest in? If you are looking for such a system, then look no further than TeamSupport. If it is a turnkey system with no frills and/or If you have just a little knowledge with html, implementing the support portal into your website is a snap. As a matter of fact, TeamSupport makes it extremely easy to setup your portal via i-Frame which is only one html tag. Can this get any easier? If you really want more advanced features for your portal in which your customers may find useful, Team Support offers both video and documentation support to get you there. For example, if you would really like your customers to click on a link within their email notification that could take them directly to their ticket, documentation, as well as programming scripts are also provided. Explanations on just how to implement these features within your i-Frame are also provided. That’s not all either! If you are really in the market for a secure and powerful API that is XML based – you got one! I could go on with pages and pages about the benefits, ideas, and most of all features about this API. You can access their API through .Net, PHP, JavaScript just to name a few out of the many other ways that in reality, ideas are as limitless as the universe. If you really enjoy working with these languages, your dream has just come true. Since working with TeamSupport over a two year period within in a very large company setting and watching the application grow from implementation to launch, I still continue to find new discoveries with this extremely powerful application. Of course, we cannot forget about the main course of the ticketing system itself too: Whether you have a large or small company, TeamSupport just might be what you are looking for. Your customers and clientele will also appreciate just how easy it is to submit a ticket right from your portal. You are also going to love just how easy it is to assign tickets to both individuals and groups too. Do you need specific tickets to be sent to one individual or a group? TeamSupport’s got it! How about assigning a unique email address for a specific ticket that is assigned to a group or individual? – TeamSupport’s got it! It’s all here, just waiting for you to utilize when needed. Got employees who wear several hats that need to see the same ticket? TeamSupport’s got that too! Simply assign the same person to as many groups as you need so they too can see the same ticket. Again, the possibilities are endless and the ticket feature implementation is painless as well as intuitive. Overall, it is with no doubt that TeamSupport has truly outdone and thoroughly thought through of what a ticketing system should be for today's and tomorrows corporate demand. The option range, in which you have from a simple setup to a “dream” extreme customization with their powerful API, is unmatched. If this still does not pique your interest, then get ready. The price on this “packing” system is only pennies on the dollar per month. With all of these extreme features packed into this cloud application for such a low monthly cost, it should be illegal. If you are looking to implement a ticketing system as quickly as possible, then look no further as TeamSupport is a “Turnkey” run by itself system that only requires an email shared/drop box and a quick i-Frame reference in your website. From there, you are ready to setup customers, users and user groups that set the stage to assign tickets to however you need. When choosing a ticketing system, not only should the above features matter, but the support that is behind it is just as important. From my two year experience in working with Team Support, their application is backed by one of the best and outstanding support teams. No question is too small or great. They have always come back with an answer through their ticket support, or sometimes during the most precarious of situations in which you speak to someone as real as you and who have a great interest in your success. All together, Team Support rings through and true to its name. It is a powerful system that is backed, written by and supported by those who know what a ticketing system is and should be. Don’t just rely on what I’m saying here though. Team Support offers a two week free trial. Go ahead, give yourself a chance to review this ticketing system yourself to witness the power and control that you can have over this application. Remember, a system is only backed as far as the work that is put into the system itself. To top this off, you can tell immediately that those at Team Support have put a lot of effort and thought into this powerful and rich application while at the same time backing it up with their support. Without such commitment, support and quality, revolving doors to fruitless needs and costly decisions merely break the true workings, efforts, trust and reliability of what a turnkey and powerful ticketing system should be – Team Support has made our decision easy and a worthwhile investment.

Alain
SQA\Support (É.-U.)
Logistique et chaîne d'approvisionnement, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Take a shot, give it a GO

4,0 il y a 2 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de TeamSupport

il y a 2 ans

Thanks Alain for the great review! I will pass on your feedback to the TeamSupport development team. We put a lot of work into that, and we're glad to hear it's serving its purpose and helping you out. If you have any questions feel free to reach out to success@teamsupport.com directly. Thanks again!

Andre
Software Specialist - Help Desk (É.-U.)
Logiciels, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Beyond pleased with the worlds best support system - anyone else is missing out!

5,0 il y a 6 ans

Commentaires : 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.

Avantages :

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!

Inconvénients :

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!

Cassie
Support Manager (É.-U.)
Services et technologies de l'information, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great Product for Tracking Work and Collaborating with a Team

4,0 il y a 3 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de TeamSupport

il y a 2 ans

Hi Cassie, 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 Solution 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 updates to our search feature along with several other improvements to our platform this year. Thanks again for sharing your feedback.

Deborah
Parish Reporting & Support Manager (É.-U.)
Gestion d'organisme à but non lucratif, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great Product and Great Customer Service

4,0 il y a 2 ans

Commentaires : Team Support has been nothing less then great. They are always willing to help and provide more training. Every time that we have reached out for support due to issues they are quickly addressed and resolved. We are grateful for all their support and help!

Avantages :

The produce is extremely easy to use once you are aware where everything is located. I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to. The system even closes tickets if not replied to after a certain amount of time.

Inconvénients :

The reports are a bit difficult to learn. It may be that I have not set time aside to learn the ins and outs of the reports. But, on the plus side the agent has been extremely helpful in guiding us to create or creating reports that help us; therefore, we do not lose out on what we need.

Réponse de l'équipe de TeamSupport

il y a 2 ans

Thanks Deborah 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.

Johann
Business Analyst (É.-U.)
Services et technologies de l'information, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

This is the most advanced ticketing system out there.

5,0 il y a 2 ans

Commentaires : I'm glad that we switched to TeamSupport as it is easy to use and a better way of creating and reviewing tickets.

Avantages :

The feature that I like most about TeamSupport is the customer portal where customers can chat directly with an agent and get answers from the knowledge base. This has dramatically improved our customer satisfaction and response times.

Inconvénients :

We've experienced some minor hiccups with accessibility but it was resolved quickly and we were provided with status reports.

Réponse de l'équipe de TeamSupport

il y a 2 ans

Thank you so much Johann for the good vibes you just sent our way! We try really hard to provide a platform that is intuitive and responsive along with dedicated customer support, and we're happy to hear that it's all working great for you. Reach out any time with questions. And be sure to check out our monthly webinar series exclusively for our clientsTeamSupport University (TSU for short!). It is hosted by our subject matter experts who give tips and tricks about using our platform. You may also contact us with specific questions at success@teamsupport.com.

Alfred
Client Experience Specialist (É.-U.)
Automobile, 51-200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Judgement Day

5,0 il y a 3 ans

Commentaires : Great Experience.

Avantages :

Reporting features - Scheduling to run, export features. The Dashboard is nice.

Inconvénients :

I do like the software. With that being said it drives me INSANE that I can't easily input data related to multiple different customers and contacts and notes. I manage multiple customers and often have "children" companies to the "parent" companies. If I run a report of contacts of my customer list and I find there are 200 blank "Title/Position" fields I have to go into each company, each contact, and then that field for every one of them. It takes TOO LONG to go into every record and update a specific field. And I checked into the import feature in the admin dept, hard to understand and very restricted in several areas I need updated. If I have the ability to update fields very quickly for multiple customers it would be a tremendous improvement. I KNOW other users outside of our company run into this, they have to. I will gladly explain more detail if you want, call me. Al Hutchison [SENSITIVE CONTENT HIDDEN]

Vincent
CSS and Training Manager (É.-U.)
Logiciels, 51-200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great Software for Ticketing and Customer Support

5,0 il y a 2 ans

Commentaires : Team Support has been a great partner with ProfitSword. They have allowed us to better manage our ticketing system and now with Team Success our client relationship management.

Avantages :

One of the best features of Team Support is the CDI score. The CDI score allows users to see the overall satisfaction of the client based on customizable metrics. I also like the ability of Suggested Solutions when client are opening tickets. This highlights the different knowledge base articles that may be solutions.

Inconvénients :

One aspect I would love to see is more robust reporting or customizable reports with widgets.

Réponse de l'équipe de TeamSupport

il y a 2 ans

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.

Gary
Account Manager (É.-U.)
Services d'information, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

TeamSupport provides complete ticket tracking and project management support

5,0 il y a 2 ans

Avantages :

Ticket tracking and resolution that includes multiple departments and the customer. Dashboards, ability to subscribe and sorting of tickets that I am responsible for simplifies my daily customer service activity.

Inconvénients :

A more prominent alert when a ticket is resolved would be a welcomed feature.

Réponse de l'équipe de TeamSupport

il y a 2 ans

Thanks Gary, we sure appreciate the positive review. All feedback helps us continue to improve. Remember, there are many resources that we provide so that you continue to have all of the tools you need to make the most of the TeamSupport platform, including our monthly TeamSupport University webinar exclusively for our clients. Plan to join us on the fourth Wednesday of the month to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university

Jennifer
Director of Software Support and Services (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 11-50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Solid support management software

5,0 il y a 4 ans

Commentaires : Overall our experience with Team Support has been positive. Their tools have made my entire team's job easier, and our whole organization can see what we're doing more easily.

Avantages :

- ease of creating and managing our tickets - automation tools for ticket workflow and responses, we're barely even scratching the surface of what it can do, and it is game changer. - reporting tools that allow me to easily quantify what my team is doing and what our support loads look like - we love the sentiment analysis that helps us read how our customers may be feeling when they reach out to us. - the integration with JIRA for bugs and feature requests has sped up our response time on those issues for our customers

Inconvénients :

I would LOVE a way to move from one ticket to the next in my list when I am in the ticket details view (the small amount of screen real estate on my laptop makes the preview window not as useful as I would like it to be).

Deborah
Quality Assurance (É.-U.)
Hôpitaux et soins de santé, 11-50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Customer Support

5,0 il y a 2 ans

Commentaires : They have been excellent for our support portal.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de TeamSupport

il y a 2 ans

Thanks Deborah for the aewsome review! We put a lot of work into that, and we're glad to hear it's serving its purpose and helping you out. If you have any questions feel free to reach out to success@teamsupport.com directly. Thanks again!

Caelen
Server Administrator (É.-U.)
Hôpitaux et soins de santé, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Solid software package

4,0 il y a 6 ans

Commentaires : I've been using Team Support for a couple years now and it's definitely increased the ability for us to manage our support/development/teseting requests as we rapidly grow as a company.

Avantages :

Easy action items and notation for ticket monitoring Useful reminder system and parent/child ticket association which allows for easy ticket grouping Water Cooler feature is useful for posting temporary messages everyone should/can be aware of

Inconvénients :

Sometimes lacks response time / freezes up Bugs/support requests aren't always fixed and/or followed up on (I still have some minor outstanding tickets into support)

John
Scrum Operations/Scrum Master (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 51-200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

TeamSupport is a good product

4,0 il y a 4 ans

Avantages :

-Integrates with Azure DevOps eliminating the double work of having to copy comments and custom fields over manually -Groups, templates, email triggers, customer facing processes, and reports functionality work well and are essential to many of our processes -There are many video resources available as well as live information sessions throughout the year that spark ideas for us to better utilize all the TeamSupport functions

Inconvénients :

-Integrations can be buggy at times but Support has been good about diving into the problems -Workflows for things like ticket statuses needs some enhancements to semi-automate the process; it's very manual and time consuming at the moment to setup for each ticket type and starting status -The addition of update queries or the ability to mass update tickets would be valuable