TeamSupportReviews of teamsupport.com

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.

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!

Allot of downtime. Slow response time in the app. Reporting is cumbersome

Increasing recent outages and frustration with features that do not work as expected. Less and less satisfied with the product. Good and prompt customer service. Less new feature and fixing the current defects would be great. The company seem to suffer from it's own success and recent growth.

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.