TeamSupport

PROS & CONS

What are the best aspects of this product?

Team support is easy to use and has features that allow for quick retrieval of ticket information. Our clients can monitor their support tickets as our team work on them.The Knowledge Base feature is great and provides an option to add our research findings which can help our other staff if they get tickets with similar issues.

What aspects are problematic or could work better?

There should be more robust sorting and filtering options on the screens.

What specific problems in your company were solved by this product?

We use Team Support to track conversion issues that the agencies that we work with have during the implementation process until they get up and running
smoothly.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

What I love about Team Support is that it has diverse uses, from managing all our email support request, reporting on our support volume and facilitating easy chatting with members of staff and our customers. Frequent updates makes our work more easier and efficient.

What aspects are problematic or could work better?

There are issues that need to be fixed. First, some reporting and sorting features need to be improved to be more usable. Second, there needs to be a way to differentiate customers with similar names when adding the contact to the ticket.

What specific problems in your company were solved by this product?

Before my staff used a shared email address and split up tickets according to their shifts. Using Team Support has improved the response time and quality of the support that we provide for our clients.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

It is easy to use Team Support. Our clients and staff can setup a ticket directly in their email. We have connected Team Support to our software program to allow our clients to view all their tickets and information and training material that we have setup in the Knowledge base. It is easy to see the workload of each employee and also see what our programmers are working on. The fact that we can keep all the information in one place makes us organized and avoids confusion.

What aspects are problematic or could work better?

All the glitches have been fixed.

What specific problems in your company were solved by this product?

Using Team Support has reduced the level of miscommunication. Our clients can view the status of their tickets directly rather than emailing us for status updates all the time.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

With Team Support we can easily handle huge amount of support requests in a timely manner. It provides an integration with email so we can easily open support requests and respond to updates. But what I like most about the TeamSuppport product is the ticket deflection features that help us to find all the similar requests and to re-use the resolutions of the issues to subsequent the requests. We can easily complete common issues and dedicate time to specific issues that need more effort and time.

What aspects are problematic or could work better?

Though TS makes it easy to group similar issues together and to send status notifications to all the clients that are affected by a bug, there is no built-in functionality that would allow us to set-up ticket dependencies in order to prevent some tickets from being closed until some other dependent tickets are closed first.

What specific problems in your company were solved by this product?

As vendors we use this tool to provide custom solutions that is backed up by ERM systems for specialized services and tasks.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

With TeamSupport we can easily manage tickets and to keep up with our clients. We started to use its dashboards and I really enjoy working with them, edit and customize them as well so it can meet our needs. There is great feature for storing of customers and this means that we can attach the customer with all of their information to the ticket. The auto-replay feature allows us to set up various messages for various types of tickets as well.

What aspects are problematic or could work better?

The pop out screens from the Wiki make it little difficult to read and there is no option to sort many columns at a time. I’d really like to sort specific tickets by the age. And I don’t like that the popup with the phone numbers stays for long this makes it difficult to dial the number and we have to play hide and seek with the popup. In addition, they could include special area where we can upload videos in the knowledgebase.

What specific problems in your company were solved by this product?

It helps us to solve lot of issues for our clients, we can easily keep up with individual clients and organization and to better solve all their issues. We are able to monitor happiness of client, total counts and much more.

Are you a current user of this product?

Yes