TeamSupportReviews of teamsupport.com

The Good: - our customer support staff finds the system fairly easy to use - nice reporting tool - some of the admin functions are intuitive and easy to set up - TS has a responsive, patient, knowledgeable staff - ticket automation is very helpful for us as we have a high volume The Bad: - search is slow - often get the spinning wheel of death - some enhancements not really necessary, for example: the color alphabet is not useful, whereas, alphabetizing customer/contact would be a great enhancement. - some admin functions are very difficult to figure out, and the support documentation does not really provide the answers - automatically adding contacts makes for a messy contact database, yet we can't turn it off because we need the contacts - cumbersome to fix the customer/contact database - limited ability to bulk update tickets Thanks for listening! Martha

TeamSupport allows us to keep track of any customer issue and track troubleshooting steps and issue resolutions. It gives us the ability to add custom properties to tickets so that we can track important information pertinent to our products and services to both facilitate troubleshooting the current issue and (perhaps more importantly) also allow searching and reporting to enable us to fix the issue more quickly should it occur again. Allowing tickets to be associated with one another provides excellent reporting metrics to managers to let them know pain-points in our current software which allows us to determine how we need to change our product or service to accommodate those concerns.

Data integrity, bug resolution, search, knowledgebase, mobile app all sub-par. Ticket functionality and workflow are acceptable but not outstanding. I'll provide a little more detail: Data integrity - An issue where ticket actions were disappearing went on for entirely too long, It severely impacted my team's confidence in the product. When customizations or data fixes are made for us, they often do not impact reporting the way logic dictates they should. Bug resolution - I see very few updates on our open tickets unless they have some sort of immediate urgency. Search - The search functionality is terrible. We are encouraging the team to use TS as a source of information by searching for old tickets where an issue has already been resolved. Actually DOING this is difficult and time consuming. Knowledgebase - The KB is not configurable enough. We have two product lines and NO way to segment or filter them so that one type of customer doesn't have to scroll allllllll the way down past the other products to reach theirs. There is also no reasonable way to link to a specific KB in a ticket. Sure, we can insert the text of a ticket, but I want to link to the KB to encourage self service and raise awareness of the functionality. I can send a direct link by using a janky workaround, but it does not give the user an obvious way to access the REST of the knowledgebase, which defeats the purpose. Mobile app- The app is clearly a minimum-viable solution so that the "mobile compatible" checkbox can be ticked. No configurations pull through to the app, nor is there any way to use ticket Views or the dashboard. Changing more than one data element on the screen at a time is annoyingly problematic. I can use it to monitor support on the weekends, but just barely. It's a terrible app. The team is happy with many aspects of the software, but we find ourselves sighing with exasperation more often than we smile when working in or discussing TeamSupport. It's a shame.

Takes a long time for a response, Its like pulling teeth to get them to call you A lot of time they respond after my business hours or the end of their day.Not understand the issue. Claim some issues are insignificant, when they impact me on a daily basis. Were told certain features were coming, but now after a year and have told they are not coming. No 24x7 coverage. Something goes wrong after hours you are SOL. Typical "Fix" Clear cache or refresh. Slow and unresponsive interface many times a week.

Everyone at our company loves the Team Support feature-set but we get frustrated at times when the application performance slows down. We have had multiple experiences where our clients email us and it takes up to an hour (sometimes more) to create a ticket in Team Support. They say they're working on it but this is a big deal. We use our response time stats to brag to prospects and this kills our stats! If they can make the platform more stable I would give TS 5 stars!

Overall TeamSupport has improved our Help Desk process. The organization of the process and the site itself is logical and intuitive. My team has been able to adopt the new tool quickly. There are only a couple minor details that we would love to see available as updates in the future. Many of the features will offer us the ability to give our customers added value to their support experience. So far their Support has been fantastic. They were even available after hours to help me with the last updates needed for my company to go live. The only real snag that I have encountered is the phenomenally high number of API calls TeamSupport uses when syncing with Salesforce. The fact that I no longer have to run 2 databases for the same information is great, but we keep hitting the max allowed and lose the sync anyway. I would still recommend TeamSupport to other companies, but I would caution against your reliance on Salesforce (and, most likely other CRMs) data.

This service has too many outages, performance is consistently slow and data loss is unacceptable. We are currently reviewing replacements.

This is for consumption by TeamSupport personnel only: We are happy with the service. We appreciate the heads-up on new features and we appreciate the acknowledgement and explanations when things get a bit wonky with connectivity and functionality. I would like to see more tenant based functionality and guardrails in the software. I see that there is a knowledge base but I will be chatting with Support to better understand if that knowledge base can be centric to each customer (for example sharing project plans and implementation documents). I also have questions about licenses. If tenant based activity is available to our customers (not sure if that is possible) is that read only access and it is necessary to purchase a license. Same question for internal employees at our company - if using the water cooler with co-workers do all co-workers need a license?? I think the support agents and I need to have a session with Shane or another individual and talk through these questions. Also, the support team was very very helpful with spinning up a new instance for the divested portion of our company, however there were some pretty difficult steps to get that completed and the export / import functionality doesn't appear to be fully implemented. There was a lot of manual effort exercised on the part of our co-workers. All and all, I really like the software and the people we work with at TeamSupport. I would recommend it as the go-to CRM software but I would love access to more demonstrations for the additional features that we are not using and could find beneficial. Thank you, Ella