4.5 / 5 540 reviews

Who Uses This Software?

B2B Technology companies with support/product teams who want to reduce support costs by better understanding their customers, enhancing internal collaboration, & improving the customer experience.

Average Ratings

540 reviews
  • 4.5 / 5
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service
  • 4 / 5
  • 4.5 / 5
    Value for Money

Product Details

  • Starting Price
  • Pricing Details
    Per month, per user with annual billing
  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • TeamSupport
  • Founded 2009

About This Software

TeamSupport is the only help desk software based on B2B customer support. Simple pricing tiers include all the features you need in B2B: a robust customer database, omnichannel support, task management, SLA management, customizable reporting, and more. It's not just a ticketing system - it's a complete help desk suite that simplifies communication to provide exceptional customer service. TeamSupport scales with you and helps get the focus back on your customers where it belongs.

  • Alerts / Escalation
  • Appointment Management
  • Assignment Management
  • Automated Routing
  • Automatic Customer Notices
  • Billing & Invoicing
  • Case Management
  • Community Forums
  • Complaint Classification
  • Complaint Monitoring
  • Contract / SLA Management
  • Contract Management
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Center
  • Customer Experience Management
  • Dashboard
  • Document Management
  • Escalation Management
  • Feedback Management
  • Forms Management
  • Help Desk
  • IT Service Desk
  • Inbox / Queue Management
  • Incident Management
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Project Management
  • Quality Assurance Management
  • Recurring Issues
  • Rich Text Editor
  • Routing
  • Scheduling
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • Surveys & Feedback
  • Task Management
  • Ticket Management
  • Trouble Ticketing
  • Work Order Management

TeamSupport Latest Reviews

Automatically translated. Show original review

TeamSupport for Customer Support

4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: 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.

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

Cons: 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.

Automatically translated. Show original review

Great for MSP's! Constantly improving their platform. Excellent customer service!

5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: 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! 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. Furthermore, 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.

Pros: This platform is easy to get started with and also very easy to customize. You can create custom fields for just about anything (Clients, Tickets, Products, etc) as well as custom work flows, email templates, automation rules, etc. Out of the box it works great but if there's something you specifically need for your organization, there is undoubtedly a place to configure that in the Admin section.

Cons: This platform is in need of an app for mobile devices. The mobile web version works well for top-down view of all tickets, but has issues and is troublesome when trying to drill down into ticket comments. TeamSupport has mentioned in several webinars that a full out mobile app is in the works.