TeamSupportReviews of teamsupport.com

We moved from Salesforce to TeamSupport and was expecting more integration with Salesforce. There are some great reports in Team Support as well as views on cases and escalation. Would like more out of TeamSupport for managing metrics and IVR technology.

Good: Mostly a good ticketing system. I have received a lot of compliments regarding the reports/ticket functionality. Seems to be very user friendly. Concerns: I have submitted a ticket to Team Support, 29213, addressing what I think is a critical issue. An email sent to one Ticket Type/Ticket Group/Alternate email results in a ticket being created. A person CC'd on the original email FORWARDS the email that was originally sent in to a DIFFERENT Ticket Type/Ticket Group/Alternate email BUT the tickets were matched and the forwarded message attached to the original ticket. The forwarded email did not have the ticket number in the subject line and was sent to an entirely different email address. My concern, and what happened, is that the Customers on the original ticket received the forwarded email actions. We do have the option checked to match tickets based on subject line, but I did not think that did not take into account the place/group/email address the ticket was sent too. Secondly, outlook emails are not pulled in when attached to an email and this is a challenge for us. Surely we are not alone in this.

Teamsupport has made collaboration super easy. Now you can just assign to different users instead of forward emails around. No more looking in different places to see what has to get done. The dashboard makes it super easy to have a quick glance of days events and support statuses.

Any bad experience regarding the ticket's treatment

Overall is a very good tool but when you have some not special requirements(but not standard) at times it proves to be not so customizable. For example, SLA can be set to : SupportHours/mounth. What if I need to establish another agreement?( and I often do). Reports section is improved, I admit that but it has no means of : Changing how hours are represented(usually look like 1.655544 hours) Create "after" statistics, simple things like sum a column(you have to download the excel to do that).

Shout-out to the following for being so responsive and helpful: Arthur Hutchins Joanne De Santiago Adrienne Smith

We are a small organisation and have been using TeamSupport for just under a year now. We have found the product provides the tools we need to service our clients with relative ease. The product is quite flexible, so can be adapted to cater for most needs. SLA configuration could be better, though I've not found a product which does this very well. The calendar could also be better as you can only create on appointment a session, else it removes the last one you created!

We have deployed TeamSupport to managed our B2B support centre, and I can truly say that our experiences have been very positive. We analysed many SaaS offerings in the market and narrowed to four contenders based in the G2 report. TeamSupport seems to have the best ratings in vendor support, G2 Rating and satisfaction. Then we tested two, and after testing them for a couple of months and doing a test migration of our data, we concluded that TeamSupport was the way to go. Currently, after our deployment we are extremely happy and we are taking advantage of many of the other options as their reporting and dashboards. So, yes I will recommend this application based on my experience.