TeamSupportReviews of teamsupport.com

Did not know this was a public review, thus editing it. only wanted to review to TS.

Webinars cover too many topics in a small amount of time. I would like to see a little more depth and emphasis on navigation.

TeamSupport is a powerful ticketing and customer service tool. The tool is frequently updated with new features and functionality. One drawback is somewhat poor customer service. Troubleshooting issues with customer/contact relationships, ticket notifications and automations is a challenge. There are many ways to gauge customer service and the quickest response is not always the most helpful.

Excellent product. Customizable cloud-based solution. We use email integration and base our entire support process on TeamSupport. They did have some bumps last year following a version upgrade, which seems to be ironed out now. The TeamSupport mobile site hasn't been very useful to us, wish they had a good phone app to complement their great browser interface.

This is a great little app with and easy (user-discoverable) interface. Our team was able to pick it up and learn it on our own with very little effort and were up and using quickly; allowing for a fast migration from our old system. It also integrates with highrise CRM which is helpful when managing our customer experience between our client services and sales teams.

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

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 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