TeamSupport Erfahrungen

Vorteile

I found it very easy to use and customize. While we were using the TeamSupport, we just got an issue regarding the customization, then we contacted the Support of TeamSupport and got the reply within 1 hour. Their Support which runs 24/7 is just amazing. They provide the ability to create custom field which is really helpful for people dealing with a lot of date regarding sales and purchase etc.

Nachteile

Although, it's very difficult to tell what I liked least about the TeamSupport. But still, I will suggest some improvements like the ability to open in new tabs, more compatibility with moderate specs PCs, email integration and more details regarding the creation of the tickets like place of the creation of the tickets.

Vorteile

I like the flexibility that is combined with a simpler setup. Not everything has a million ways to configure it, and that's okay. The integration of ticketing inputs (email, portal, chat) is really good which allows us to build a simpler experience for our customers.

Nachteile

There are some features like reporting which could use a major overhaul for an out of box experience. Thankfully, API support is there so that we can design our own dashboards, but the current reporting tools can only get you just enough data and is horribly presented.

Vorteile

-Its Cheap per seat,
-Its customization of fields

Nachteile

-Being able to share a custom field between company and ticket, This is huge to us, Salesforce did it.
-Your Text Formatting and editor is terrible. It constantly changed font sizes
-The fact the you always have to refresh and update. If you have a ticket open on your tabs and something comes in, you have to refresh or close and reopen. Your new Screen capture program as it is easier to use the quality is terrible compared to what was there a year ago or whenever it was switched out.
-The fact that I dont get my submits actions sent to my email, This needs to a field I can chose to receive or not
-The fact that you cant duplicate a ticket
-Cant Create Ticket Views for Individual user
-Need Action the Save button at the top of the action as well as the bottom.
-NeedFloating Formatting bar
-Add option to minimize or +/- actions on ticket page
-A way when a customer has multiple tickets open, and replies to the wrong ticket - To be able to move/merge that action to the proper ticket.

Vorteile

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.

Nachteile

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

Vorteile

Yes, its easy to use and options are crystal clear. Easy platform to communicate with the customer via email and more collaborative to add different teams/leaderships/sale etc

Nachteile

Sometime TS taking much time to load the reports . When we refresh reports then the alignment of rows in the report gets blend sometimes and then unable to read. needs to refresh again

Vorteile

Team Support's reporting capabilities are my favorite feature of the software. We are able to extract all metrics and KPIs needed to run an efficient customer care department.

Nachteile

Very long tickets can be difficult to navigate. I'd like to see a feature where you can collapse emails/actions by date to easily see a high level view a tickets history by date.

Vorteile

TeamSupport is easily customized to our likings and their software support team has been beyond helpful and always available for assistance.

Nachteile

Inability to manage existing datasets in bulk. There is no way to mass update customers, assets, products, etc.

Vorteile

easy to use and has a lot of tools for all areas

Nachteile

probably user interface the interface can be confused for the end-users

In Betracht gezogene Alternativen

Odoo

Gründe für den Wechsel zu TeamSupport

the company used this software for some time and the implementation takes a lot of time

Vorteile

It's robust, has more features than almost anything in it's class, and the support team behind it is super friendly, and helpful. And they're based in Texas!

Nachteile

Although it is bragged up as being self-hosted, they price the self-hosting option WAY out of reach for a small business like ours. So we're still forced to use their cloud-based system which has way too much latency for this day and age, and we're forced to use their mile long gibberish email address to get emails into the system. Why not simply have mail server settings so we can use our own mail server?

In Betracht gezogene Alternativen

Freshdesk und osTicket

Gründe für den Wechsel zu TeamSupport

Mainly because of the company behind it. They have B2B experience and features without the clunky interface of some other products.

Vorteile

Once you know where everything is, the produce is quite simple to utilize. I adore the automated email tool since it comes in handy when we are not in the office or when we need to check up on tickets that have not received a response. If a ticket is not responded to after a set period of time, the system even closes it.

Nachteile

The reports are a little challenging to understand. It's possible that I haven't made time to thoroughly understand the reports. On the plus side, however, the agent has been quite helpful in assisting us in making or producing reports that are valuable to us; as a result, we do not miss out on what we require.

Vorteile

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

Nachteile

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.

Vorteile

TeamSupport is a flexible and adaptable CRM solution. I have implemented it within Harris in one business unit, as well as managed/administered it within another. It is able to be customized to fit our process, and the online support portal (Customer Hub) for our clients' access is easy to use and intuitive, and can also be branded for our company (logo, color scheme, etc.).

Nachteile

There are a couple things, concerning reporting, that I think could be improved:
1. You can only include two tables for reporting (i.e. Customers and Addresses, or Customers and Contacts, but not Customers, Contacts and Addresses). This limits our ability to pull some of the reports we need without exporting to Excel and then manually pulling things together, or using another third-party business intelligence platform
2. Our support department is very diligent about metrics (Response times, resolution times, ticket volumes, average closed per day, etc.). I've built a solution for this within Excel, where I export a handful of reports from TeamSupport on a daily/weekly basis, and then paste in to my Excel workbook, but it would be nice to be able to see these types of metrics within TeamSupport directly, in the form of graphs, charts, etc.

Vorteile

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.

Nachteile

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.

Vorteile

The biggest feature for us is that it enables sensible conversations with our customer base. All the interaction with customers is in a comment and reply format, with clear emails out of the system showing them what's being done, where the issue is at etc.

The software is also aimed squarely at our sector, which is IT software development. This is a huge benefit for us as the out of the box setup contains all the categories that you'd want (Support, Features, Defects, Projects, Tasks). It doesn't stop there though, because the customisation offered lets you easily track other categorisation and rank your tickets effectively.

Nachteile

Being cloud based comes with the usual downside, it gets the odd error due to cookies, slow network etc. This is no different to any other cloud based browser system that we've used.

Vorteile

The integration's available with our other vendors, the constant updating to improve the service with new features, and the humans themselves behind the service. Speaking to anyone or receiving any kind of an update email from the Team Support staff makes us pleased to be in this relationship - its good to know great people are behind a great product!

Nachteile

After several years of depending on this service, I honestly cannot think of any gripe as we've never had a negative experience. The service is always up and running and the features work correctly!

Vorteile

There are so many things that we love about TS, the ability to search for like tickets, the ability to store all of our documentation in order and by customers, the ability to have all of our SLA’s and contract, contact info in one organized location and the ability to access TS at anytime anywhere including your phone.

Nachteile

The setup is not something I would really say I dislike, it is extremely important l, however it is very time consuming.

Vorteile

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.

Nachteile

We've experienced some minor hiccups with accessibility but it was resolved quickly and we were provided with status reports.

Vorteile

Real time customer alerts , the ability to perform and archive screen and video recordings , the ability to organize product tracking.
The easily understood customer user interface is attractive.
The cloud based software is consistently updated by their company which we like.

Nachteile

Some companies may think that the monthly charge for service and support options for Enterprise and for the Support Desk option are exorbitant.
We believe given our recent experience that this is not the case.
Our general comments offer a possible compromise to assess value before any finances are committed.
Email integration could be improved as well.

Vorteile

I love the functions offered. Tickets, Chat, comminication, contacts etc. All great stuff. Support is very active and pleasant to work with.

Nachteile

They have enhanced the software's Chat but now we have glitches like messages being doubled. When emailing we have no idea if the email successfully left the server without having to check the history of the ticket. A quick popup or email status on the main page would be good. Software lags often. The editor's font changes unexpectedly to a size we did not choose as a default type and size. Text editor is not good and we have to adjust the text styles, alignment etc.

Vorteile

Ticket creation and ticket prioritizing is excellent. Ticket update is simple and client gets a copy of the updates via email is a great feature.

Ticket escalation to other groups is easy.

Customer management is excellent.

Nachteile

Sometimes slow to update

Sometimes the software is not responsive so I have to refresh browser

lack of customization at the end user level

Chat status and online status could have better options

Vorteile

- ease of creating and managing our tickets
- automation tools for ticket workflow and responses, we're barely even scratching the surface of what it can do, and it is game changer.
- reporting tools that allow me to easily quantify what my team is doing and what our support loads look like
- we love the sentiment analysis that helps us read how our customers may be feeling when they reach out to us.
- the integration with JIRA for bugs and feature requests has sped up our response time on those issues for our customers

Nachteile

I would LOVE a way to move from one ticket to the next in my list when I am in the ticket details view (the small amount of screen real estate on my laptop makes the preview window not as useful as I would like it to be).

Vorteile

ease of use, access

Nachteile

n/a

Vorteile

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!

Nachteile

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

Vorteile

Ticket are automatically created. Easy to use.

Nachteile

Sometimes you just want to email one person on the customer list for a ticket, so you have to go to normal email to do that, rather than spam all the other people on the ticket.

Vorteile

I like that it is fairly simple to use and that there are reports and dashboards that users can customize. I like that you have a knowledge base that users can add information and tickets to and I like the chat feature in the software. The ability to integrate other software is nice maybe a little limited.

Nachteile

The customer support sometimes is a little worrisome and make decisions regarding data loss without contacting clients and if they suspect that you plan to leave they make migration incredibly difficult and will not provide any assistance or support.