En savoir plus sur TeamSupport

TeamSupport est une entreprise primée de logiciels de support client, conçue spécifiquement pour répondre aux besoins uniques des entreprises B2B axées sur la technologie dans les secteurs des logiciels informatiques, du matériel, des services informatiques et des télécommunications. Créée par des experts du secteur qui se sont heurtés au défi d'être une entreprise B2B dans un monde d'assistance B2C, TeamSupport a consacré les dix dernières années à la création d'une solution d'assistance qui permette à ses clients de se constituer des clientèles passionnées. En mettant l'accent sur la collaboration rationalisée entre les équipes et en s'articulant autour des clients B2B dans leur ensemble, plutôt que de se concentrer sur chaque contact ou dossier individuel, TeamSupport s'impose comme une solution d'assistance qui aide à répondre aux besoins sophistiqués des clients et qui contribue à la réussite de leurs interactions. La suite de solutions TeamSupport, reconnue à l'échelle nationale, comprend TeamInsights, une solution révolutionnaire de reporting et d'analytique personnalisable qui combine des indicateurs clés de performance globaux avec une capacité d'analyse approfondie et TeamSuccess, qui repositionne audacieusement le rôle des logiciels d'assistance à la clientèle B2B dans le secteur en tant que première solution à réaliser pleinement le potentiel de revenu associé à la réussite des clients. Fondée en 2009, TeamSupport a son siège social à Dallas, au Texas.
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Vidéo de TeamSupport
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TeamSupport - Prix

TeamSupport n'est pas disponible en version gratuite et ne propose pas d'essai gratuit. La version payante de TeamSupport est disponible à partir de 29,00 $US/mois.

À partir de :
29,00 $US/mois
Version gratuite :
Non
Version d'essai gratuite :
Non

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TeamSupport - Avis

Note globale

4,5
Donnez votre avis !

Évaluation des fonctionnalités

Rapport qualité-prix
4,4
Fonctionnalités
4,3
Simplicité
4,4
Support client
4,5
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Tous les avis sur TeamSupport

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850 avis
Flore
  • Secteur d'activité : Articles de sport
  • Taille de l'entreprise : 201–500 employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 16/12/2022

Génial

Avantages

Switch facile et bien géré très bon logiciel

Inconvénients

Un peu lent mais en prenant le temps on y arrive

Kelly
Kelly
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
4
Support client
4

4,0
Publié le 10/10/2023

It is an excellent help desk solution in our company

The best thing about TeamSupport is the way it simplifies our interactions with clients. We can better address the needs of our customers if we pool our customer service resources. Because of the software's interoperability with our other tools, we are able to effortlessly consolidate our ticketing, task, and interaction management for all of our customers.

Avantages

Having all the requests for help in one central location is quite convenient. Our team is able to get the most out of the software because of its seamless integration with our other systems.

Inconvénients

I appreciate TeamSupport for what it's worth, but I've had some difficulties with it. It's annoying when the user interface is sluggish and unresponsive when we need to reply fast to a client's request.

Maria
  • Secteur d'activité : Conseil en gestion
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
4

5,0
Publié le 16/12/2024

A Great Help Desk Solution For Business

Avantages

I like the ease of communication and offering support with TeamSupport.
The software is well equipped and I like the help desk support capabilities.
It is awesomely affordable.

Inconvénients

Well, I have used TeamSupport and no bad experience.

Andrew
  • Secteur d'activité : Équipement et fournitures de bureau
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
1
Fonctionnalités
2
Simplicité
1
Support client
1

1,0
Publié le 10/11/2023

Do Not Use - After merger, support decreased and prices increased

We were a very happy SnapEngage client. As they tried to connect SnapEngage to TeamSupport, our support ironically declined. They do not pick up the phone and take days to respond back via email. In fact, many of the phone extensions on their emails do not work.

Avantages

The live chat function worked fine and has good intuitive tools

Inconvénients

They do not communicate timely and their business practices are awful. They raised our rates without notice and then did not allow us to get out of our contract.

Steven
  • Secteur d'activité : Conseil en gestion
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
4

4,0
Publié le 05/12/2024

Better structured support

It streamlines each process with each client in a simpler way, providing very optimal attention and making clients happy with the prompt response.

Avantages

TeamSupport exceeded my expectations when I saw the results of having more personalized support with each client. The ticket system allows for an easier response and follow-up, which improves the experiences that clients have by giving faster responses and allowing customer service agents to better understand each case.

Inconvénients

There are no failures, displeasure or bad services from TeamSupport. They have been very good with all the services provided.

Christian
Christian
  • Secteur d'activité : Santé, bien-être et fitness
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
4

4,0
Publié le 02/08/2023

I really like TeamSupport's ticket redirection features

Having everything in one place makes it much easier to manage and sort through requests for assistance. Because of the program's compatibility with our other tools, our staff is able to maximize its efficiency when using it.

Avantages

Our favorite part about using TeamSupport is how it streamlines our communication with customers. By consolidating our customer service efforts, we can better meet the demands of our clients. The software's compatibility with our other resources also makes it easy to centralize the management of customer tickets, tasks, and interactions.

Inconvénients

I recognize the value in TeamSupport, however I've run into a few issues with it. When we need to respond quickly to a client's request, it's frustrating when the UI is slow and unresponsive.

Lillian
Lillian
  • Secteur d'activité : Hôpitaux et soins de santé
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
4
Support client
4

4,0
Publié le 02/08/2023

TeamSupport is an excellent choice for a help desk

TeamSupport's functionality is on par with that of competing products, but I prefer working with it because the information I need to manage my business is more logically organized.

Avantages

It doesn't take much mental effort to understand how the product works and how to apply the many facets of your support function to it. My innate teamwork skills allowed me to effectively coordinate with my colleagues, the client, and TeamSupport to improve our service to the customer.

Inconvénients

Outdated user interface. The business is ignoring its primary offering. Very little. Its features are so similar to those of other CRMs that you'll be hard-pressed to find one that meets your specific needs if you don't already use another CRM.

Saskia
Saskia
  • Secteur d'activité : Restaurants
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
5
Support client
5

5,0
Publié le 31/07/2023

In a word, "TeamSupport rocks!"

Through TeamSupport's email-based ticketing system, we're able to maintain open lines of communication with our clientele and quickly resolve any issues that may arise; the software's thorough and efficient ticket templates mean we don't have to ask our customers for unnecessary details; and its straightforward configuration makes it a great help desk.

Avantages

TeamSupport's strongest feature is undoubtedly its ability to supply users with options that are easy to install and maintain. It's also so easy that anyone who wants to can pick it up and run with it in only two days. This program is an improvement over the Reading Desk and its ilk since it allows for individualized setup based on the user's specific requirements.

Inconvénients

It would be helpful if TeamSupport worked with other cloud services like Google Apps and Office 365. TeamSupport's sluggish functioning and page load times are the service's biggest flaws in my opinion. It would be really helpful to have one-click shortcuts for commonly performed activities like moving or closing tickets.

Jessica
Jessica
  • Secteur d'activité : Biens de consommation
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant 1 à 5 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 20/11/2023

Livechat works great!

Avantages

I have tried other versions of livechat software, but I do think I like this one the best. The Interface is easier to use than most.

Inconvénients

I dont really have any cons. It always works and is reliable.

Tarak
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 07/08/2024

Best Product Support Teams

Experience is really very good with TeamSupport. It has centralized system for tracking and managing customer support tickets and also has ticket automation which is very good.

Avantages

It has Simple UI and Easy to use application which has made communications easy. Also the report building feature is really very good. Ticket Automations are also really good.

Inconvénients

Nothing, I like everything about TeamSupport. It's just lag which happens sometimes.

Shania
  • Secteur d'activité : Comptabilité
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé toutes les semaines pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
0

5,0
Publié le 21/01/2025

Amazing chat tool

Avantages

Teamsupport is a great portal for team chatting.

Inconvénients

Teamsupport conversations are readily available for usage.

Marek
  • Secteur d'activité : Services financiers
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé toutes les semaines pendant Essai gratuit
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
4
Support client
0

5,0
Publié le 25/05/2023

TeamSupport Review

My overall experience with TeamSupport software has been positive. The software provided a comprehensive solution for managing customer support, enabling efficient ticket management, collaboration, and reporting. The intuitive interface and powerful search capabilities made it easy to navigate and address customer inquiries promptly. While there were some limitations in terms of customization, the software's core functionalities met our requirements effectively. The software played a crucial role in improving our customer support processes and enhancing customer satisfaction. Overall, my experience with TeamSupport software has been valuable and productive in managing customer support operations.

Avantages

One of the things I liked most about TeamSupport software was its robust ticketing and customer support management features. It provided a centralized platform for managing customer inquiries, tracking tickets, and collaborating with the support team. The software's intuitive interface and powerful search capabilities made it easy to find and address customer issues promptly. Additionally, the ability to create custom reports and analytics allowed for better visibility into support metrics and performance, enabling proactive decision-making.

Inconvénients

While TeamSupport software had many positive aspects, one thing I liked least was the lack of some advanced customization options. While the software offered a decent level of configurability, there were certain areas where additional flexibility would have been beneficial. For example, the ability to tailor the user interface or create more complex workflow automations would have enhanced the software's adaptability to specific business needs. However, this limitation did not significantly hinder the overall functionality and effectiveness of the software.

Max
  • Secteur d'activité : Conseil en gestion
  • Taille de l'entreprise : 5 001–10 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 08/04/2023

Allows you to be closer to the customer

It allows us to provide a better customer service experience and allows cases to be resolved faster and more personalized.

Avantages

This help software for customer service has been very good in its execution by having tools to provide a more personalized customer service and with better satisfaction, its installation was easy and fast and its learning process is short because its functions are basic but very usable

Inconvénients

I have nothing bad to say about this software at the moment, it has worked correctly since its execution

Niyazuddin
  • Secteur d'activité : Mode et vêtements
  • Taille de l'entreprise : 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 11/03/2023

Top quality product for customer support

It is a very good software to use for customer support

Avantages

This software is very easy and user friendly to use . We create tickets very easily and also It helps us many ways as it automatically send the mails of the open tickets so that we cannot miss anybody on mail .

Inconvénients

No there is no such issue with the software .

Grace
  • Secteur d'activité : Transport routier/ferroviaire
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
5
Simplicité
4
Support client
4

5,0
Publié le 16/02/2023

Best b2b customer support software

it has helped us get in touch with our customers through live chats and and the IT ticketing system and reply to there inquiries on time hence improving our relationship with our customers

Avantages

I like the advanced automation and ticket management tools that allows me to automate repetitive processes this allows our desk agents to focus on solving sophisticated issues with our clients and building a stronger relationship with our customers other than keeping on replying our clients the same repetitive messages

Inconvénients

The ticketing system is some time less effective especially when we alot tickets from clients are requested and some times emailing individual emails is tiresome, since it does not allow spamming other clients on the ticket list

Keith
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 03/10/2013

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.

LAURA
  • Secteur d'activité : Ressources humaines
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
5
Support client
5

5,0
Publié le 05/05/2021

Team Support Review

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 TeamSupport

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 [email protected] 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

Répondu le 20/05/2021
recep
recep
  • Secteur d'activité : Fabrication électrique/électronique
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé toutes les semaines pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
4
Support client
0

4,0
Publié le 17/01/2023

TeamSupport

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

Ifeoma
Ifeoma
  • Taille de l'entreprise : 1 001–5 000 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
4
Support client
5

5,0
Publié le 10/07/2018

Team support makes us a more efficient with customer support.

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.

Kim
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 14/09/2020

Couldn't do my job without TeamSupport

I actually need to use our TeamSupport more, to include the self-service portal. I feel it could help us greatly!

Avantages

Ease of use is one of the best things about TeamSupport, along with the fact that our support folks also use it for tracking outside tickets. Integration, history, all great!

Inconvénients

TeamSupport is always updating, and I feel they have kept up with our needs.

Réponse de TeamSupport

Thanks Kim for making our day with your positive review! It is customers like you that make our jobs great. We like to think we're doing a good job supporting our customers and keeping them engaged, and we want to know either way. If you haven't already, please join our Community discussion group found in the TeamSupport Customer Hub to share experiences, ask questions, and get to know other TeamSupport-ers!"

Thanks for being a TeamSupport advocate.

Répondu le 22/10/2020
Johann
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 17/09/2020

This is the most advanced ticketing system out there.

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 TeamSupport

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 [email protected].

Répondu le 22/10/2020
Sandi
Sandi
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
3
Simplicité
4
Support client
4

4,0
Publié le 20/03/2017

Streamlined our Support and Improved Customer Experience

Prior to using Team Support our Support department worked tickets through Outlook - I can't even imagine it now!! We had absolutely no visibility within our Team and collaboration was not possible. Since implementing Team Support we have been able to grow our department in line with our company growth and all the while adding additional support options, like chat, to our offerings. This is absolutely paramount in our success as a SAAS in a very competitive industry. Our Team is now able to work together in shift groups sharing the queue, communicate with each other using the water cooler feature, see when volume is high and they need to jump in, and so much more! The reporting offered with Zoho allows us incredible insight into our volume trends which has streamlined our staffing/scheduling. The Team Support team is incredibly responsive and takes ownership of any issues making sure that they are brought to an efficient resolution. I can't say enough about this software - I highly recommend it!

Avantages

visibility allowing for collaboration, reporting, multi channel support offerings

Inconvénients

Formatting within tickets could use some improvement.

Jeff
Jeff
  • Secteur d'activité : Services et technologies de l'information
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
0
Simplicité
0
Support client
0

5,0
Publié le 24/03/2015

Excellent web-based ticketing & task management software. Amazing live support.

TeamSupport is perfect for IT help desk organizations looking for a web-based solution to help manage and organize their workflow. We tried several different management platforms and found that TeamSupport was simply the easiest both to get started with, and to customize to our particular needs.

Other solutions that we looked at either 1) were easy to get started with but didn't offer much in terms of customization or 2) required that you spend days and days organizing & customizing the mass amount of features that had to be set up. TeamSupport was the perfect medium between the two!

Avantages

We were able to import all of our clients into TeamSupport quite easily so that we could then start assigning tickets to existing clients right away. This allows us to go into individual clients and pull down entire ticket histories for that client. This is extremely helpful when you have multiple technicians that often have to provide service for different clients.

Also, I must commend TeamSupport on their technical support. They have an amazing team that is there to help you 24/7. When implementing TeamSupport in our organization they were outstanding at answering any questions we had and were able to assist with getting our customer data imported in one smooth upload.

Inconvénients

Although the mobile version of the TeamSupport web app does seem to load well, there are limitations to it. For example, on my Android, I can pull the page up, login, and see all of our tickets, but for some reason I can't open up a ticket to see further details. it would be nice to see an actual mobile app integration. I'm sure it's only a matter of time before the developers release this.

Brad
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 02/03/2021

TeamSupport is great!

My experience has been great

Avantages

I like how user friendly the software is. I also like how it records time spent on tickets/calls.

Inconvénients

It would be nice to see coworker's open tickets. My group is very tightly knit and often we help each other on tickets. If I could search my coworker's name and then view his open tickets, it would make finding the ticket he needs help on a lot easier.

Réponse de TeamSupport

Hey Brad,
Thanks so much for taking the time to write this review. We're thrilled to hear that you appreciated how user friendly the software is. Here at TeamSupport, we try very hard to make sure these good experiences are the normal!

We were concerned to hear that we had a misstep. This is surely not what we'd like to hold ourselves to when it comes to the quality of our service. I'm going to reach out to our Director of Customer Success to share your feedback and see what we can do to fix it. You can expect to hear from us soon to get more details.

Thanks again for sharing your feedback.

Répondu le 11/03/2021
Heidi
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
3
Simplicité
4
Support client
4

3,0
Publié le 20/09/2019

Good Support Ticketing System

We use TeamSupport for all our Support tickets and as an interface with the Development team via JIRA. Overall it works well for us and has given us the ability to track and monitor issues based on each Customer. We're able to pull metrics from TeamSupport, which has been very helpful in seeing trends and tracking support hours.

Avantages

TeamSupport is easy to use and configure. I like that we can put in customer information, contacts and easily find existing tickets. The SLA notifications work well and I like the SLA reporting. It's easy to put multiple customers on a ticket and all of them get the email correspondence. The reporting is robust and allows us to report on just about anything we need.

Inconvénients

We've had customers who don't like the format of the email. It's too "clunky". It works, but it would be nice if it had a cleaner look.

The integration with JIRA is problematic. First off, the 15 minute updates do not work well for us. We need to be able to change it to a 3-5 minute delay. There is no plan on TeamSupport's pipeline to change this and it causes a lot of issues. In addition, there are times when the data does not come over from JIRA or viceversa. The integration really needs an overhaul.

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