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
TeamSupport Logiciel - 1 - aperçu
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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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848 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.

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.

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.

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.

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.

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.

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.

Rachel
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
5

5,0
Publié le 21/09/2023

The single most important piece of software for our company's success

Team Support is a top-notch company that centers around the customer's success. It is extremely robust with so many different functions that make our customers very happy, by providing an amazing way to stay on top of communication. Our customers feel heard, and in control of their destiny. Give your customers that power, and you will see nothing but gratitude from them. There is no such thing as an unhappy customer at my place of employment, and that's a great feeling in the workplace.

Avantages

Team Support has changed our company into a business that has the tools to enable customer success. It not only manages our customer's needs worth our software, but it keeps the customer engaged with minimal effort and high efficiency. All communication with the customer is seen in one location. We can directly speak with the customer within the software. Our clients can email, call, or chat directly using the program. They can rate us, look up a knowledge base article or get a quote. It has changed how we do business by improving communication.

Inconvénients

I have not one negative word to say about my Team Support software. I don't know how anyone can live without it.

tim
  • Secteur d'activité : Organisme social ou civique
  • Taille de l'entreprise : 10 000+ employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
5
Simplicité
5
Support client
0

5,0
Publié le 15/05/2024

Excellent app

i loved it actually. i would change a few things like the task options but its pretty easy cut and dry

Avantages

i loved this app when i used it. it is simple and stable.

Inconvénients

change my close to all open and that would be very useful. add the ability to see next task.

Alison
  • Secteur d'activité : Services d'information
  • Taille de l'entreprise : Auto-entrepreneur
  • 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 14/07/2023

Team Support review

Overall Team Support is a great software tool to use and have because it a software that helps businesses keep and maintain business projects and customers.

Avantages

Team Support helps keep and maintain your customers through the software. Its a great software tool to have.

Inconvénients

Team Support needs help in the email department business owner may from time to time have to do things manually. Unfortunately this is one of the consequences of having Team Support software.

Md Mohiminur
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant Essai gratuit
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
5
Support client
4

5,0
Publié le 24/05/2023

My business booster.

My experience with team support from start to end has been the most comfortable experience. We use email integration and base our entire support process on team support.

Avantages

I was very impressed with the customer service who was very responsive.

Inconvénients

In B2B support point I think there needs more suitable.

Mizanur Rahman
  • Secteur d'activité : Marketing et publicité
  • Taille de l'entreprise : 2–10 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
5
Support client
4

5,0
Publié le 15/03/2023

Customer support can be more efficient with TeamSupport.

I really like TeamSupport a lot. It has helped us get in touch with our customers through live chats, IT ticketing system, and reply to inquiries on time, thus improving our relationship with our customers.

Avantages

It is easy to understand and has many useful tools, as well as being able to modify it for what is most valuable to us. We can save customers, and when they create new tickets, their info is populated automatically.

Inconvénients

I have nothing to dislike TeamSupport. But they may improve their website. Site functionality or page load times have occasionally slowed down.

Asraf
  • Secteur d'activité : Recrutement
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
3
Simplicité
4
Support client
4

4,0
Publié le 21/03/2023

Good

Avantages

Share work load and achieve goals faster

Inconvénients

Risk of inefficient communication sometime too long decision process

Mickey
  • Secteur d'activité : Services aux consommateurs
  • Taille de l'entreprise : 2–10 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 10/09/2020

TeamSupport a great support and customer management application

We are a B to C customer and while this may not seem like a good fit it is working for us very well.
The ability to create customer Knowledge Base articles is easy and the portal allows customers to view them. Same with the Community feature, we have many articles in both and it's nice knowing that a customer has a resource to solve problems or find information about our product on the portal interface.
We use this to manage both end user customers as well as videographers that work with us to produce Not-Forgotten time capsules.

Avantages

I love how easy it is to setup, and the fact that I don't have to worry about how the product is running because it's in the cloud and the team at TeamSupport really do a great job when it comes to making sure the application is ready and available when I use it. Everyone at TeamSupport are easy to work with and really know the product. I can reach out to them at anytime and someone is available to assist me.
They always seem happy to hear from you and it's like talking to an old friend.

Inconvénients

Nothing to say here, I really like it. It's really hard to come up with a negative, except that perhaps I wish I had thought of this.

Réponse de TeamSupport

You're awesome for taking time to post a review! We appreciate you being part of the TeamSupport family and we look forward to making sure you make the most of your platform.

If you haven't done so already, please join our Community discussion group found in the TeamSupport Customer Hub and attend our monthly TeamSupport University client exclusive live webinar hosted by subject matter experts.

Répondu le 04/11/2020
Utilisateur vérifié
  • Secteur d'activité : Médecine douce
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé toutes les semaines pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
3
Simplicité
4
Support client
4

4,0
Publié le 29/12/2022

TeamSuport Review

Our overall experience has been decent. It’s a good tool and is generally user friendly. Very simple to set up and customize to what we need in terms of customer management.

Avantages

The software is very easy to use and also easily customized to our needs.

Inconvénients

The ticket feature should be improved. Sometimes it is difficult to create a ticket.

Jan
  • Secteur d'activité : Logiciels
  • Taille de l'entreprise : 11–50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
4
Simplicité
4
Support client
5

4,0
Publié le 28/10/2016

TeamSupport for Customer Support

Our company started using TeamSupport several years ago for answering customer support tickets. Previously, we would respond via email which left us no tracking or history and was only available to the email account used to answer the ticket. With TS we can track all responses and have the ability to tag the issues by topic. Being able to insert images is HUGE! Often times we will hear something like "Another rep told us ...". We can quickly click on the customer's company name and see all past tickets and review past responses. I can also quickly see just my responses. Notes can be attached to a customer's account that will pop up whenever they submit tickets.
The reporting feature is not quite as easy as I think it should be. Although I've managed to produce enough basic reports to satisfy my needs.
The learning curve for TS was relatively short. There are a few quirks, that once you figure them out, you can easily move forward - such as each customer must have a unique email address. However, this can be worked around by adding the customer without an email address, then edit their account to add the email.
We have found that TS has significantly reduced the time we spend training new hire employees. The new hires can scroll through previous tickets and review past responses. They can also search specific topics based on tags. Once they are turned loose to answer tickets on their own, they can be marked as private and sent to be reviewed by their mentor, and then released to the customer.
TS has many features to help make life easier - Built-in editor with images & screencast recorder, Water Cooler (internal chat), Chat (for your customers), Knowledge Base Templates (easy to create for repeated use), Wiki (the ability to add internal help articles), Calendar and Reminders, Mobile app, and more.

Avantages

Complete history tracking, quick training, ability to insert images, knowledge base templates

Inconvénients

reports, have to create work arounds for duplicate email addresses, when adding a new customer - if TS can't find the customer I wish it would transfer the data entered into the new customer screen so I wouldn't have to retype everything.

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.

Deborah
  • Secteur d'activité : Gestion d'organisme à but non lucratif
  • 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
5
Support client
5

4,0
Publié le 10/02/2021

Great Product and Great Customer Service

Team Support has been nothing less then great. They are always willing to help and provide more training. Every time that we have reached out for support due to issues they are quickly addressed and resolved. We are grateful for all their support and help!

Avantages

The produce is extremely easy to use once you are aware where everything is located. I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to. The system even closes tickets if not replied to after a certain amount of time.

Inconvénients

The reports are a bit difficult to learn. It may be that I have not set time aside to learn the ins and outs of the reports. But, on the plus side the agent has been extremely helpful in guiding us to create or creating reports that help us; therefore, we do not lose out on what we need.

Réponse de TeamSupport

Thanks Deborah for sending good vibes our way! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides.

We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year.

Répondu le 18/02/2021

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