TeamSupport

TeamSupport Looking to keep customer satisfaction high. We have easy audit trail of who worked on what, quick search ability to look at past issues, and ability to pass the ticket to other employees to track and correspond with the customer effectively. This has been a helpful tool for our smaller-sized business to keep track of enterprise customers in a meaningful and helpful way. We also need a database of people who have entered tickets for each client, and this has allowed us to do this effectively. We can log time against each ticket and track that in our own internal system, and this has been helpful as we involve various employees on the project. We also don't have to share internal contact information/emails if we don't want to, keeping control over the flow of information and the pace at which we respond to issues. Being on a contract IT team we always had issues that would go unassigned or unanswered longer then we liked. With TeamSupport we are able to organize and assign issues to our team members instantly. We can keep track of not only quick problem tickets but ongoing projects that take days/weeks to complete. The self-built knowledge base is perfect. I love that I can type up an email with basic instructions and send it directly to the Team Support site to be filed into our Knowledge base system.

The interface wasn't as instinctive as I would like, but it has become much better over time. I find searching the on-line help a little difficult. The Reporting Area doesn't fully meet my requirements, however I am able to obtain the information I need through an integration with another platform. This unfortunately means I can't add these reports to my dashboard which would be useful.

TeamSupport helps us deliver better customer service and support to our customers. We are improving our relationships with our customers while also growing our business significantly. We looked at a lot of ticketing systems before settling on TeamSupport. Their responsiveness to our concerns and workflows are what sold us. We couldn't find another product out there that allowed for inline pasted images, which are integral to how we do support our customers. The folks at Team Support stepped up to ensure this would happen for us and we love it. Their support has been fabulous. They offer great, friendly service and we are pleased to be part of the family now.