TeamSupport is a business-to-business (B2B) support software solution designed to help companies resolve individual tickets while building stronger customer relationships. The solution goes beyond ticket management to streamline customer support issues, enabling teams to focus on higher impact work.
TeamSupport helps teams collaborate by eliminating silos between departments, improving customer communication, and swiftly addressing customer issues.
B2B companies face complex support issues every day. TeamSupport was created from the ground up with the needs of B2B professionals in mind to help them work smarter and more efficiently.
TeamSupport started as a ticketing system but has evolved into a home point for support teams. Solutions such as ticket automation ensure issues reach the right agent from the start, and sentiment analysis leverages IBM WatsonTM technology to provide a real-time snapshot of how a customer is truly feeling when they reach out for assistance.
Companies large and small across a multitude of industries view TeamSupport as a mission critical part of their support and business operations.
Deb L. Branche: Konsumgüter Mitarbeiteranzahl: 501-1.000 Mitarbeiter
We use it as our one-stop shop for all IT service issues. We utilize a 3rd party provider for network and hardware setup type needs, but our users are now trained to simply use our internal Team Support service desk for all things IT related. We triage and forward to our 3rd party IT provider, as needed, but most things we are able to self serve from our internal IT team. Our users know that we are responding and feel like their IT needs are being serviced much quicker and more accurately the first time.
Setting up Team Support for our use was generally painless. We knew that we needed a cloud-based solution that offered "out of the box" functionality that could grow as our needs changed. We applied the KISS concepts and have tweaked as needed. Tweaking and customization is not complex; it's very straight forward plus we were provided with great coaching along the way. We also love using the Portal and Wiki, and often refer our users to both. And our users have adopted very well for the most part.
It works. Like anything I wish for a couple of minor things. It would be nice if I didn't have to refresh at times to cause a "read" ticket to no longer show as "unread", but eh, that's no big deal in the grand scheme of things.
Balasubramani A. Branche: Bankwesen Mitarbeiteranzahl: 2-10 Mitarbeiter
I personally like Team Support as it has optimized our business operations considerably. We create support tickets on this platform. We are able to track our inventory, we are able to create support tickets and keep them open till the issue is resolved. We are able to schedule email reports about the overall use of our company time and resources. We are delighted to see that Team Support is bringing new features on a periodic basis.
I truly appreciate the webinars conducted by Team Support where they talk about new features and how to make best use of the software. I have acquired some interesting insights during the webinars and passed it on to my peers.
Overall we like Team Support as it meets our current requirements and expectations .
I primarily use Team Support for Inventory Management.
I like that I am able to search a terminal based on the serial number alone.
It is helpful to leave a note for each terminal, I use the notes to indicate the current status of a terminal, whether it is ready to be loaned out or if it already been loaned etc. Team Support has a provision to assign an inventory item to a Customer. I find that very helpful.
I like the feature where I am able to schedule the reports to be emailed to more than one email address. These reports need to be sent at particular time and day without fail. Auto scheduling the email report saves me a lot of time and complications.
I also like the fact that Team Support is compatible for API Integration. We are looking to develop a centralised platform in our firm and want to be able to fetch info from Team Support for Data Analysis. This is in our pipeline and we are looking to implement this sometime in the future.
In the past the upper management used to shoot us emails enquiring about the particular issue. It takes up our time to email the management back with the status of that issue. Now the upper management simply logs into team support to view and oversee the status of a ticket/issue
However, the frustrating part of Team Support is the reporting section. When I open up the inventory report, it displays a list of all the terminals I have added to the inventory and when I want to get more information on a particular terminal, I notice that I cannot click on the terminal to navigate to that terminals page. Not only that, I cannot copy the serial number of the terminal from the inventory report. This applies to pretty much all the reports. All reports are in read only format. I humbly request Team Support to make the items on the report as clickable and actionable in the future.
Christo D. Branche: Computer-Software Mitarbeiteranzahl: 13-50 Mitarbeiter
Effective ticket management that allows us to customize our own automation rules to suit our needs. TeamSupport enables us to continue delivering exceptional Customer Service to our customers during lockdown and have made it easy for us to work and collaborate remotely.
The support form TeamSupport has been exceptional and they are always willing to assist or guide us when issues are raised.
I cant think of anything we do not like about TeamSupport
Antwort: TeamSupport 29.5.2020
Thank you so much for the good vibes you sent our way, Christo! We try really hard to provide a platform that is intuitive and responsive along with dedicated customer support, and we're happy to hear that it's all working great for you.
Reach out any time with questions. And be sure to check out our monthly webinar series exclusively for our clientsTeamSupport University (TSU for short!). It is hosted by our subject matter experts who give tips and tricks about using our platform. You may also contact us with specific questions at [email protected]
Robert H. Branche: Computer-Software Mitarbeiteranzahl: 201-500 Mitarbeiter
Getting the system configured for our particular use has been "tricky". It is working for us, but there are some limitations that make it difficult in some areas. For instance, notification via text message should be based on "who is on-call". As it is, I can notify, but I have no-way to denote who is "on-call". So, there may be some way to do this and change the external calls/texting based on it, but it isn't intuitive. Another issue has been with refreshing the screens. (we need to manually do that) However, this system is working for us an our clients, overall, and has met 90% of our needs. Working with customer service, we have had to resolve our own issues on occasion, which is a frustration. (no ideas presented to us, and we just "found" a way)
Ability to customize ticket entry questions.
Ability to allow customers to directly enter tickets
Ability to allow for texting our cellphones for tickets that have not yet been assigned.
Ability to enter time on tickets, and retroactively enter/change time.
Ability to search on old issues and for our customers to see the issues.
Inability to tag a ticket with a "classification". (we charge different rates and minimum hours for different times of day/week/holiday) There isn't a good way to track that in the system and we are having to use the comment entry to work out offline ourselves.
My customers want 1 report entry (at the end of of the day), that shows them what the issue was, and the final resolution (only), and time/$ breakdown per time spent on the project. I do find it hard to externally work a report for that. We have had to generate a VB application to manipulate/merge and calculate everything based on the reports that I can get form the system in order to get what we actually need to share with our clients.
CDI should take into account tickets that are "Waiting on Client". (and remove them from the calculation) Currently, I have 2 tickets that are waiting on clients, but the CDI is "maxed out", because it has taken then more than 2 months to get their "act in order". That shouldn't frustrate them and drive the CDI up.
Why can my clients (outside their contract date enter a ticket, but I cannot enter a ticket for them?). Sometimes we need to "catch them up later".....
I need a way to track our active "on-call" resource and make it so that our ticket automation only alerts us the "on-call" resource (via text message) to those considered currently "on-call". Currently, we have to change that setup manually (pain).
Auto-refresh for both the client and our side?!?
There are some items we'd like to track on the calendar vs. putting on a ticket. However, I've not been able to figure out how to get the calendar entries to alert us of the due dates via email. Can they? (routine calls to client, a follow-up on something that "may become a ticket", etc.
The "Add-on" options require some actual descriptions and maybe some examples as to what benefits they can bring to me. I have no idea by title.....
It would be nice if there was a way to integrate the customer chat feature into a linked android/iPhone app. that the "on-call" resource could leave open on their phone. There is no reason that we ever have to be "not available" for online chatting given potential use of that technology.
I'd like to be able to add my client's logo to them after they login (making them feel more comfortable/secure that they are in the "right place", an doing the right thing).
On Ticket Automation: Notify User and Notify External User, why can't the system send more than 1 text message if I specified data that reaches the text size limit? That is more information that I'd prefer to send, giving my on-call staff more information in the text. As it is, they have to login for simple info that I could text....
Phone apps for me to follow the teamsupport system use, tickets, and dashboards?
Vincent G. Branche: Computer-Software Mitarbeiteranzahl: 51-200 Mitarbeiter
The Team Support team has always felt like a valued partner. If ever need assistance or help they are always will to help. We have been able to manage our tickets in one location with all team members being able to see the tickets. The ability to have a Knowledge Base deflect ticket during the ticket creation is a great feature to reduce the number of tickets.
The CDI or Customer Distress Index is a great feature that allows client support contacts to see how the client is in terms of satisfaction. As a company you are able to weigh different criteria to gauge how at risk your clients are.
The ability for more robust or adhoc reporting.
Antwort: TeamSupport 1.5.2020
Thanks for sending good vibes our way, Vince! Our primary focus is to ensure that our customers have the best possible experience while using the TeamSupport platform and enjoy all the benefits it provides.
We also realize that we need to continue to innovate and improve our user experience and you can look forward to several new updates to our platform this year. We'll keep you posted!