TeamSupport Reviews & Product Details

When you have support issues that may need interaction with your own team members and maybe different people on the customer side it's great to have this all pulled together in the TeamSupport database and application. I love the fact that I can check previous tickets on a customer and often it turns out to be something that has happened before and because of a change in personnel on the customer side I am able to tell them what they need to do. It's like having a superpower.

The search capabilities are brilliant, which means that I can find solutions to problems or I can make suggestions to the client of things that they should try, or I find out colleagues who have dealt with similar issues and I can contact them for advice.

It simply takes away a lot of the stress that comes with dealing with support problems and makes you feel more in control and professional. Review collected by and hosted on G2.com.

A more sophisticated workflow and better links to 3rd party tools like Harvest or Trello Review collected by and hosted on G2.com.

The integration with Office and reminders to my emails for ticket updates, the reports development tools, status, and tracking. Review collected by and hosted on G2.com.

I have not had any issues with Team Support. If anything comes up, they notify you before you can report anything. t is resolved quickly. Review collected by and hosted on G2.com.

How tickets are organized. It's very easy to find the tickets. Review collected by and hosted on G2.com.

That you can't hit the enter key when only one ticket is found in the search at the top of the screen. Review collected by and hosted on G2.com.

Our Support Team primarily uses TeamSupport for tracking interactions, trends, and customer needs. The Quality Assurance Team tracks the progress of software fixes and enhancements. It keeps our teams connected and allows for sharing of detailed information more readily. Overall, we find it helpful to keep our teams connected. It also allows customers to connect with anyone on our team rather than just the person they spoke with last time. Review collected by and hosted on G2.com.

One area we struggle is trying to find tickets associated with a specific topic. It would be helpful to be able to search content rather than just subject line. And, especially, to search content within a filtered selection. Review collected by and hosted on G2.com.

Prioritizing my tickets is easy, so I know which support issues I need to handle first for the day. Reviewing my existing tickets is also facilitated with the TeamSupport app in the order that I like it.

You can add reports on the Dashboard; the data shown tells me how I am doing for the day compared to others.

Knowledge Base makes work simpler because I can attach KB to the client containing the solutions.

Ticket tagging helps search for existing tickets

Email forwarding is super helpful, whereas you are notified when a customer has responded to a ticket.

Phone integration is super cool.

There are so many good things to talk about in the Team Support app. Review collected by and hosted on G2.com.

I find Customer chat is not easy to use when you are prompted or if a client is sending a message. It's so confusing when you a lot of them open. Why do old chat sessions remain on the Customer Chat window?

Phone integration could be better because the telephone number displayed doesn't necessarily mean that is the person I need to call.

The message threads on a ticket are slow to load sometimes Review collected by and hosted on G2.com.

It has been very useful since it is very self-taught, you don't need a lot of training, it's deductive. Review collected by and hosted on G2.com.

I don't like that at the beginning of its use it is confusing if nobody tells you that you should mark the mandatory fields in red, to be able to know what is missing to close the ticket or some should be mandatory to open a request, the degree of impact should also be marked. Review collected by and hosted on G2.com.

Since we switched to SnapEngage, we've been delighted with the results. The chat window is contemporary and easy to customize, which was essential for us since we wanted it to match the visual style of our site. The agent view and administrative features are both straightforward and provide access to everything we need. We're hoping that Google Analytics will eventually be integrated into the platform, but overall we're delighted with SnapEngage. Review collected by and hosted on G2.com.

In TeamSupport, I dislike how you sometimes will only realize the application has expired once you attempt to use it again. You will be notified if you try to save a lengthy response after the session has ended. The user should be automatically logged out or given a warning when the session timeout is reached. Review collected by and hosted on G2.com.

I appreciate how easy it is to keep track of my clients and manage tickets in TeamSupport. Additionally, we've been experimenting with using dashboards, and I'm amazed at how customizable they can match your individual needs. For example, you can save customers, so their info is automatically populated when creating a new ticket associated with them. Another great feature is the autoresponder which allows me to personalize responses for different scenarios. Review collected by and hosted on G2.com.

I wouldn't say I like TeamSupport because it can be challenging to learn how to compose reports. On the bright side, however, TeamSupport personnel are typically timely in sending emails telling us that they are attempting to resolve performance issues. This means we don't need to frequently delete our browsing history or log in/logout to address these problems. Review collected by and hosted on G2.com.

What I like best about TeamSupport is that it generally runs smoothly. There haven't been any significant issues that have hindered our ability to respond to customer tickets or reduce the backlog. The updating and synchronization of access could be improved; for example, if someone has already taken a key and is working on it, it will be great if the status automatically updates and the ticket is removed by my having to refresh the page. Review collected by and hosted on G2.com.

I wouldn't say I like TeamSupport because the page load times and overall performance can occasionally be relatively poor. I would also love to see more one-click solutions for commonly performed tasks, like resolving or assigning tickets - this would be helpful. Review collected by and hosted on G2.com.

The simplicity of it. It is fairly simple to use and operate and does not require training. Review collected by and hosted on G2.com.

It is slow and laggy sometimes. Sometimes it's so slow that it doesn't work at all. Plus sometimes when trying to get a report it does not load at all and needs multiple attempts.

Sometimes the report shows some technical error and we can't understand what it means. Review collected by and hosted on G2.com.