TeamSupport Reviews & Product Details

The UI is very simple and also the Search Filters work really great. Review collected by and hosted on G2.com.

Nothing. Everything is good in Teamsupport. Review collected by and hosted on G2.com.

The team are great at organising sessions to catch up and assist whenever needed. I've had plenty of support during my onboarding. Review collected by and hosted on G2.com.

I have no negative comments. I've been very impressed with the level of customer service and the product to date. Review collected by and hosted on G2.com.

Generally good uptime and reliability. Support for simple issues is quick and easy. Easy to use for basic tasks. Has many features that one would expect for a ticketing system. Some customization. Review collected by and hosted on G2.com.

Several parts of the system are poorly designed and make it impossible for us to represent our data in the way we need.

Support issues for bugs or feature requests takes forever. We have several bug tickets that have been open for more than a year.

API has frequent periods of failing, during with time we cannot access the data from the API.

We have had to spend hundreds of hours of our on development time to make up for the above items.

Sales promises were not fulfilled.

Support for integration with Dynamics 365 was promised to be complete--turnkey--but we were left to figure out how to do several things ourselves with no help.

Account reps often promise to get us answers to outstanding issues and don't follow through on them.

Some features we thought were going to be valuable turned out not to be as flexible as we thought and were unusuable. Again, poor design. Review collected by and hosted on G2.com.

As someone who is deeply involved in cloud operations, I've had a great experience with TeamSupport. Its ticketing system is particularly outstanding, allowing us to work closely with customer queries. The centralized tracking is what I like best about it, which makes teamwork more effective. Then the interface is pretty intuitive, and of course the analytics feature plays a huge role in active support strategies. Review collected by and hosted on G2.com.

But there are also areas where TeamSupport can improve. In my opinion, its customization options are somewhat limited. The user interface is functional, but lacks in adaptability of settings, workflow and automations. Review collected by and hosted on G2.com.

Working with TeamSupport as an accounter, there are several things I like. With the addition of TeamSupport to our organization, we can offer more effective customer support. We are able to manage and respond to customer queries much better than before. Its asset management and automation capabilities are especially useful in that they facilitate our data management operations. In addition, the API integration has been smooth, so that various groups and brands within our team can communicate more easily. Review collected by and hosted on G2.com.

But there are aspects of TS that can be improved. Yet the mobile version is missing some functionality, making it difficult to manage customer tickets or collaborate--on-the-fly. Review collected by and hosted on G2.com.

SnapEngage is very affordable and has many cool features. We can share screens, send or receive documents from customers, direct them to the page they need automatically, see all pertinent information (IP address, location, browser, OS) and more! Review collected by and hosted on G2.com.

There is nothing we really dislike. Our chat is the envy of our entire service center! Review collected by and hosted on G2.com.

At first, I hesitated to use a different ticketing system. Nevertheless, with the introduction of Team Support to my team it became clearer to trace the tickets. Through observation, I have noticed better communication between my staff and our clients. Apparently, our “customers” are happier because their questions are answered quickly. Generally, having a Team Support system in place makes it easier for us to handle tickets. Review collected by and hosted on G2.com.

Previously, Team Support had a single windows setting that was time consuming especially when receiving several tickets at the same time. Though it has developed with time there has been some complaints on its performance. Review collected by and hosted on G2.com.

Team Support has revolutionized the way we work in the cloud infrastructure space becoming a kind of cornerstone tool. Our clients are able to stay engaged and communicate using relevant effective tools that the software employs. The suite of tools provided is specifically designed to enhance the client success thereby helping us to focus on our client relationships. It has also improved internal communication in our team and simplified our project handling process. TeamSupport has in general nurtured a reciprocal relationship between our firm and our customers. Review collected by and hosted on G2.com.

The 25MB per video limit both internally and externally is a bone of contention for me. It is liable to limit the manner on how we share larger content, and I wish they could lift this limit especially wherever remote control of user computer is need. Review collected by and hosted on G2.com.

All support tickets and chat can be put together in one place. We also have the voicemail from our in-bound line send emails directly to the support email, so voicemail transcriptions are there as well. We have options for automation, we can build out contact cards, and I can view the volume of work and the ratings of individual team members easily. Review collected by and hosted on G2.com.

-There is an 'All Tickets' area where you can do bulk edits, but you can't search/filter from there so if you want to bulk edit specific types of tickets you can't unless you scroll through and manually select them. You can also only bulk edit 50 records at a time, so when we had an issue which generated thousands of invalid tickets, I could not automatically close all of them at once, I had to do it in batches of 50. There is also not a check box to 'Select All' or select a page, so each of the 50 had to be clicked individually. That is an egregious example, but the need for these functions exists every day on a smaller scale.

-The automation that can be built in based on triggers will only work on tickets that meet the criteria after the trigger is - built - there is no way to evaluate all existing tickets when it is created, so in the example above I was able to create automation to handle the issue in the future, but I still had to manually edit all of the existing tickets.

-Conversely to the 'All Tickets' not letting you search/filter, the search/filter area lets you do that but you can't bulk edit tickets from there

-Search often brings up items which specifically do not meet the filters (for example, search for text, filter on Status = New, it will often pull in closed tickets) Review collected by and hosted on G2.com.

How easy it is to support our customers using a centralised application. There are hardly ever any issues, and queries are resolved without hesitation. Review collected by and hosted on G2.com.

Nothing I dislike about the application, for us in South Africa, there can be latency issues from time to time. This is not Teamsupport's issue though. Review collected by and hosted on G2.com.