About TeamSupport

TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries. Created by industry experts who lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate customer bases for its clients. TeamSupport stands alone as the leading support solution that helps solve for sophisticated client needs and fuels successful client interactions.

Key benefits of TeamSupport

With TeamSupport, your teams will communicate and collaborate better, issues will be resolved faster and your customers will be much happier! Our unique software solution is built with Business to Business (B2B) technology companies in mind, including Product & Inventory tracking features.

Manage customers as a company, not just on a tickets by ticket basis.

Improve resolution time and make sure no issues fall through the cracks.

Stop relying on email and let everyone on your team see everything that is happening in one place.

Identify patterns and flag customers who might be at risk due to high volume of ticket requests.

A web-based Customer Service & Help Desk application, TeamSupport is a powerful customer support suite & ticketing system with a focus on collaboration.

TeamSupport helps you:

(1) Decrease ticket resolution time.
(2) Work more effectively as a team.
(3) Better understand your customers both as individuals and at a company level.
(4) Improve Support Team Productivity

Devices

Business size

S M L

Markets

Australia, Canada, Germany, United Kingdom, India, Mexico, United States

Supported Languages

English

Images

The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory!
TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too late
Customer Alerts are great for quickly sharing information with your team
TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers
Complete contact database so you can keep track of every contact at every company
The contact record also shows related tickets, notes, files, and even agent ratings
The Ticket Page
The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you need
Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues faster
Ticket Collision Prevention notifies users when another user is working on the same ticket.
Complete Ticket Automation to increase efficiency and free your agents to work on customer issues
Task Management helps you manage projects and assign tasks to resolve issues
TeamSupport is collaborative customer support software, so you can assign tickets to groups for faster ticket resolution
The Water Cooler is a central place to communicate with your coworkers. Share updates, ask for help, or chat one-on-one
Best-in-Class Service Level Agreements (SLAs) mean you can stay on top of customer commitments so nothing falls through the cracks
Fully customizable user dashboards. TeamSupport offers 100s of out-of the box reports, or you can build your own!
Agent Ratings make sure you and your agents know how they're doing, and keep an eye on customer satisfaction
TeamSupport's responsive Customer Hub is great for Self-Service support. Customers can access current and past tickets, submit new tickets, or search the knowledge base
TeamSupport includes native Live Chat functionality for your customers
TeamSupport's Knowledge Base can be used both internally and externally. You can also customize it based on which products or versions your customers are using.
Full product database helps you keep track of products and versions. You can also assign them to users, customers, or tickets
Keep track of Inventory
Asset Management lets you see what inventory you have on-hand
TeamSupport offers User Rights Management so you can control who has access to what information based on title, group, or even at an account or customer level
Customer Insights
Best In Class SLA Management
Ticket Deflection
View 28 more
TeamSupport video
TeamSupport video
TeamSupport video
TeamSupport video
TeamSupport video
TeamSupport screenshot: The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory! TeamSupport screenshot: TeamSupport's Customer Distress Index (CDI) helps you get more proactive by identifying potential at-risk customers before it's too late TeamSupport screenshot: Customer Alerts are great for quickly sharing information with your team TeamSupport screenshot: TeamSupport's robust customer database lets you manage at the company level for better visibility of your customers TeamSupport screenshot: Complete contact database so you can keep track of every contact at every company TeamSupport screenshot: The contact record also shows related tickets, notes, files, and even agent ratings TeamSupport screenshot: The Ticket Page TeamSupport screenshot: The Ticket Grid is where you can see all your tickets: open, closed, etc. and you can customize Ticket Views to see exactly what you need TeamSupport screenshot: Built-in Screen and Video Recording make it so much easier to communicate with customers and solve issues faster TeamSupport screenshot: Ticket Collision Prevention notifies users when another user is working on the same ticket. TeamSupport screenshot: Complete Ticket Automation to increase efficiency and free your agents to work on customer issues TeamSupport screenshot: Task Management helps you manage projects and assign tasks to resolve issues TeamSupport screenshot: TeamSupport is collaborative customer support software, so you can assign tickets to groups for faster ticket resolution TeamSupport screenshot: The Water Cooler is a central place to communicate with your coworkers. Share updates, ask for help, or chat one-on-one TeamSupport screenshot: Best-in-Class Service Level Agreements (SLAs) mean you can stay on top of customer commitments so nothing falls through the cracks TeamSupport screenshot: Fully customizable user dashboards. TeamSupport offers 100s of out-of the box reports, or you can build your own! TeamSupport screenshot: Agent Ratings make sure you and your agents know how they're doing, and keep an eye on customer satisfaction TeamSupport screenshot: TeamSupport's responsive Customer Hub is great for Self-Service support. Customers can access current and past tickets, submit new tickets, or search the knowledge base TeamSupport screenshot: TeamSupport includes native Live Chat functionality for your customers TeamSupport screenshot: TeamSupport's Knowledge Base can be used both internally and externally. You can also customize it based on which products or versions your customers are using. TeamSupport screenshot: Full product database helps you keep track of products and versions. You can also assign them to users, customers, or tickets TeamSupport screenshot: Keep track of Inventory TeamSupport screenshot: Asset Management lets you see what inventory you have on-hand TeamSupport screenshot: TeamSupport offers User Rights Management so you can control who has access to what information based on title, group, or even at an account or customer level TeamSupport screenshot: Customer Insights TeamSupport screenshot: Best In Class SLA Management TeamSupport screenshot: Ticket Deflection

Features

Total features of TeamSupport: 144

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Applications Management
  • Appointment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automatic Lead Distribution
  • Availability Management
  • CRM
  • Calendar Management
  • Calendar Sync
  • Call Centre Management
  • Case Management
  • Change Management
  • Charting
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Client Portal
  • Collaboration Tools
  • Commenting / Notes
  • Complaint Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Activity Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Profiles
  • Customer Segmentation
  • Customer Service Analytics
  • Customisable Branding
  • Customisable Categories
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Customization
  • Dashboard
  • Data Import/Export
  • Defect Tracking
  • Document Storage
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Email Tracking
  • Event Triggered Actions
  • Feedback Management
  • Forms Management
  • Help Desk Management
  • IT Asset Tracking
  • Incident Management
  • Interaction Tracking
  • Interaction Tracking
  • Inventory Management
  • Inventory Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Company
  • Multi-Location
  • Multiple Projects
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Online Forums
  • Performance Metrics
  • Prioritisation
  • Problem Management
  • Product Catalogue
  • Product Data Management
  • Production Tracking
  • Productivity Analysis
  • Project Management
  • Project Planning
  • Project Tracking
  • Project Workflow
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Team Calendars
  • Text Analysis
  • Third Party Integrations
  • Ticket Management
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • Video Call Recording
  • Video Support
  • Website Integration
  • Widgets
  • Wiki
  • Workflow Configuration
  • Workflow Management

Alternatives

Zendesk

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LiveAgent

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Alloy Navigator

4.5
#3 Alternative to TeamSupport
Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your...

Zoho Desk

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Reviews

Overall rating

4.5 /5
(791)
Value for Money
4.4/5
Features
4.3/5
Ease of Use
4.4/5
Customer Support
4.5/5

Already have TeamSupport?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 791
Dylan R.
Overall rating
  • Industry: Entertainment
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

TeamSupport Supports

Reviewed on 6/3/2021

The best part of TeamSupport is the support, the support team has helped us sort out every problem...

The best part of TeamSupport is the support, the support team has helped us sort out every problem along the way and do it pretty quickly. If the software doesn't have the ability to do what you're trying to do, feature requests are often filled to meet your needs.

Pros

Easy workflow and team management - TeamSupport has improved our customer support vastly over the years, we use groups for our different support teams and brands to keep things well organized. Over the years we have taken advantage of more features and functions including asset management, automation and data management via API.

Cons

There isn't much that we don't like about TS, but our team would benefit from a better mobile version that allows you to easily update customer tickets, at the moment the mobile functionality is designed to be more of internal operations and collaboration rather than customer-facing.

Response from TeamSupport

Thanks for sending good vibes our way! 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.

Tyler R.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Intuitive, Useful Software Company-wide

Reviewed on 24/3/2021

Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong...

Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong as a useful solution for us whose advantages outweigh its detractors.

Pros

I like the largely intuitive interface and functionality. Creating actions (public/private) are extremely easy as is pasting in-line images, adding attachments and customizing ticket types. Once saved, the formatting of actions are ideal and translate to what the user entered. Not all other ticketing software handles it this well.

Cons

Performance/stability has certainly improved over the years and has become more reliable. Despite that, there are the odd instances of slowness or degraded performance. The reporting could be more robust and easier. The ability to create more than one new (unsaved) ticket simultaneously would be very helpful.

Response from TeamSupport

Hi Tyler, Thanks for writing to let us know your thoughts about TeamSupport. While we were really glad to hear that you've generally had a good experience so far, it looks like we fell short in one area, and that's not okay. I want you to know that I've spoken to our Director of Customer Success about this, and we're going to make sure this isn't an issue moving forward. We're always improving our platform and will also make our development team aware to factor into future updates and enhancements.

We'll look forward to talking directly to learn more and I promise we'll find a solution to your issue.

Rod M.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

RodsReview

Reviewed on 5/7/2016

Been on the system of a year and half and the same issue still plague me. I have submitted Numerous...

Been on the system of a year and half and the same issue still plague me. I have submitted Numerous Feature Request and the sit in Pending or are denied. I have Many Many open Cases that are Bugs and they seem to go no where as well. I have one in particular the happens to me every day, But was told it wasnt a over all a big deal, and the work around is to copy and paste my action to a notepad, Hit Refresh on the Ticket, Start a new Action, Copy and paste my notepad back into the New Action. This seems a little much. I was also told of a Feature that was very important to us, would be coming. After a month or two on the system I inquired about it, and was told, nope cant do it. We constantly have to refresh the interface, Hangs up a lot. System Performance is a big issue. Does seem that all the server issues that were going on are better, but that was painful. We get a ton of SPAM cases, There needs to be a way to filter that by domain name.

Pros

-Its Cheap per seat,
-Its customization of fields

Cons

-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.

Blair N.
Overall rating
  • Industry: Security & Investigations
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Solid Product and great ticketing software

Reviewed on 13/2/2021

I've been impressed with the support and response times from the the Chat requests; I always...

I've been impressed with the support and response times from the the Chat requests; I always receive a swift and helpful response. Their Knowledge Base is also very robust and easy to search for content.

Pros

Ease of use and comprehensive knowledge base, both internal and customer facing. The Dashboard is very intuitive and easy to access key reports and information.

Cons

Reporting is moderate, would like to see some deeper reporting features

Response from TeamSupport

We sure appreciate the positive review Blair. All feedback helps us continue to improve. Remember, there are many resources that we provide so that you continue to have all of the tools you need to make the most of the TeamSupport platform, including our monthly TeamSupport University webinar exclusively for our clients.

Plan to join us on the fourth Wednesday of the month to get some additional tips and tricks from our subject matter experts. Learn more and watch previous TSU programs on demand https://www.teamsupport.com/b2b-customer-service-university

Balasubramani A.
Overall rating
  • Industry: Banking
  • Company size: 2-10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Inventory Management

Reviewed on 14/1/2020

I personally like Team Support as it has optimized our business operations considerably. We create...

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 .

Pros

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

Cons

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.

Showing 5 reviews of 791 Read all reviews

TeamSupport FAQs

Below are some frequently asked questions for TeamSupport.

TeamSupport offers the following pricing plans:

  • Starting from: US$50.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Support Desk : $50/month per user* Enterprise: $65/month per user* *with annual billing Payments may be made monthly or annually Free trial - no credit card required All plans include unlimited support & training

We do not have any information about TeamSupport features

TeamSupport has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

TeamSupport supports the following languages:

English

TeamSupport supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

TeamSupport integrates with the following applications:

Beanstalk, Customer Thermometer, Dropbox Business, Drupal, Facebook, FreeWebsite.com, Gmail, GoDaddy Website Builder, Google Analytics, Google Calendar, Google Maps, Highrise, HubSpot CRM, HubSpot Marketing Hub, Jira, Joomla, JumpBox for Trac/Subversion, Mailchimp, Microsoft 365, Microsoft Outlook, Microsoft Visual Studio, Nicereply, Oracle CRM On Demand, Oracle Service, Salesforce Sales Cloud, ServiceNow, Slack, Squarespace, SurveyMonkey, Twitter, Web.com, Weebly, WordPress, Zapier, Zoho Analytics, Zoho CRM

TeamSupport offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, Chat

Related categories

See all software categories found for TeamSupport.