TeamSupport

B2B Customer Support Software

4.5 /5 (754 reviews) Write a Review!

TeamSupport Overview

What is TeamSupport?

Cloud-based customer service and help desk software designed for B2B technology and software companies with external facing customer support.

TeamSupport is a help desk software built for business to business customer support. Stop losing visibility of your customers and not being able to associate tickets to a company? Our easy to use customer database with parent-child relationships, customizable SLAs, and Customer Health Index help you manage tickets at multiple levels to decrease support costs while improving the customer experience.

Sick of back and forth emails trying to figure out the actual issue? Our built-in screen recording and video live chat make communicating with customers easier so you can resolve issues faster. Looking for something better? Try our B2B focused collaboration tools, advanced reporting, products & inventory, customer self-service, native integrations, and more.

Looking for something better? Try our B2B focused collaboration tools, advanced reporting, products & inventory, customer self-service, native integrations, and more.

Complete Customer Database allows you to see all customer interactions, not just individual tickets. Manage customers at a company or contact level instead of just seeing a collection of tickets. When a customer contacts you, immediately see who else from that company has been in contact, what products they currently have, and manage your customers proactively instead of just reacting to help desk requests. Related tickets feature even allows you to reference separate tickets to each other.

Customizable SLAs have the flexibility to cover multiple SLAs per company or product, account for time zones and holidays, and pause based on set criteria so you never miss a service agreement again.

Real-time Internal collaboration brings visibility to everyone on your team, so you can solve more complicated issues, share information about customers or tickets, keep product developers and sales in the loop for better incident management.

Fully Integrated Screen and Video Recordings enable agents to send detailed instructions, create training videos for the KB, or have your customer make screen recordings of their exact issue.

Intelligent Submission Deflection automatically suggests knowledge base articles when your customer starts describing the problem, often solving the issue without having to create a new ticket

Advanced Customer Service Portal designed to fit right into your website so your customers can get answers 24/7: customers can submit and check up on tickets, search the knowledge base, add screen recordings/attach files, and participate in community forums.

Visual Customer Chat lets agents and customers chat with audio or video to identify and resolve issues faster.

TeamSupport is extremely easy to use, and the default setups allow turn-key use so you can get started right away!

TeamSupport Overview

Pricing

Starting from
US$50.00/month

Pricing options

Free Trial
Subscription
Value for money

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


TeamSupport Features

Devices
Business size
S M L
Markets
Australia, Canada, Germany, India, Mexico, United Kingdom, United States
Supported Languages
English

Screenshots

TeamSupport screenshot: The customer record lets you better understand your customers, with related contacts, tickets, SLAs, even products & inventory!
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 Reviews

TeamSupport Reviews

Overall rating
4.5
/
5
Excellent
443

Very good
255

Average
50

Poor
5

Terrible
1

Value for Money
4.4
Features
4.3
Ease of Use
4.4
Customer Support
4.5
93% recommended this app
Deb L.

Great Solution

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.


Balasubramani A.

Inventory Management

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 .


Christo D.

Customer service has never been this convenient .


Robert H.

More capable than most, but still some additions I'd like to see

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)


Vincent G.

Great Software for Ticketing and Customer Support

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.


Deb L.
Industry: Consumer Goods
Company size: 501-1,000 Employees

Great Solution

Used Daily for 6-12 months
Reviewed on 14/05/2019
Review Source: Capterra

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.

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Balasubramani A.
Industry: Banking
Company size: 2-10 Employees

Inventory Management

Used Daily for 6-12 months
Reviewed on 14/01/2020
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Christo D.
Industry: Computer Software
Company size: 13-50 Employees

Customer service has never been this convenient .

Used Daily for 2+ years
Reviewed on 21/05/2020
Review Source: Capterra

Pros

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.

Cons

I cant think of anything we do not like about TeamSupport

Response from TeamSupport

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]

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Robert H.
Industry: Computer Software
Company size: 201-500 Employees

More capable than most, but still some additions I'd like to see

Used Daily for 1-5 months
Reviewed on 28/10/2016
Review Source: Capterra

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)

Pros

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.

Cons

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).

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

Vincent G.
Industry: Computer Software
Company size: 51-200 Employees

Great Software for Ticketing and Customer Support

Used Daily for 2+ years
Reviewed on 30/04/2020
Review Source: Capterra

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.

Pros

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.

Cons

The ability for more robust or adhoc reporting.

Response from TeamSupport

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!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.6/10
Based on 754 user ratings
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TeamSupport Pricing

TeamSupport Pricing

Starting from
US$50.00/month
Free Trial
Subscription
Value for money

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

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

Value for Money
4.4/5
Based on 754 user ratings
Compare value for money rating with alternatives
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TeamSupport Features

TeamSupport Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Database
Contact Management
Custom Fields
Customer Database
Customisable Branding
Customisable Reporting
Customisable Templates
Data Import/Export
Electronic Payments
Email Integration
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4.3/5
Based on 754 user ratings
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Categories

Videos and Tutorials

Videos and Tutorials

Additional information for TeamSupport

Additional information for TeamSupport

Key features of TeamSupport

  • Advanced Customer Portal, KnowledgeBase, Forums
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Custom SLA Management
  • Customizable Fields, Ticket Types, Statuses, Severity, etc.
  • Easy to Implement, Flexible and Intuitive
  • Easy to Use Mobile Version
  • Email-To-Ticket, Live Chat, Multi-Channel Support
  • Integrated Screen & Video Recordings
  • Intelligent Ticket Deflection
  • Mobile Integration
  • Powerful User Rights Management
  • Product & Inventory Tracking
  • REST API
  • Real-Time Internal Collaboration & Wiki
  • Software Version & Asset Tracking
  • Tagging & Ticket Queues
  • Ticket Collision Prevention

Benefits

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

GetApp Analysis

GetApp Analysis

A company’s customers are its most valuable asset, which is why customer support plays such a critical role in the growth of businesses today. TeamSupport is a customer support solution that uses a combination of collaboration features and real-time data to understand where pain points are located. As a result, businesses are able to deliver support to customers before they’re even aware that it’s needed.

Built for B2B software and technology companies, TeamSupport provides customer support by enhancing internal collaboration and breaking down the barriers that can trip up most organizations. TeamSupport’s most important features include advanced customer service portals, integrated screen recordings, real-time internal collaboration, built-in reporting tools, and multi-channel support.

TeamSupport Dashboard.

What is TeamSupport?

A web-based collaborative customer service solution, TeamSupport enables organizations to work together effectively to support their customers’ needs. Rather than focusing exclusively on one-on-one customer communications, TeamSupport brings visibility into the picture and encourages full team collaboration to resolve ongoing issues. TeamSupport has developed a powerful user interface that puts all relevant customer data in one place.

Not only can TeamSupport help B2B software and technology companies better know their customers, but the software also improves support team productivity and enables full collaboration to solve issues in real-time. TeamSupport supports a flexible process flow, and the platform itself is designed in a way that is very intuitive and easy to use.

TeamSupport Customers module.

TeamSupport Main Features

Creating a Customer Service Portal

Customer issues or questions can come in at any time, not just between the hours of 9 am and 5 pm, when support agents are in the office. With TeamSupport, organizations can create self-service portals where customers can help themselves—or each other—at any time, day or night.

The self-serve customer service portal you create with TeamSupport is easy to drop into your company website, so your customers feel right at home and not be directed to another location. Once integration is complete, customers can submit and check up on their tickets, and they can search the knowledgebase for answers to their own queries. Screen recordings and attached files can also help resolve lingering questions. TeamSupport offers community forums, along with a collaborative wiki feature that means documents never get stale and anyone can update them as needed.

Customer Service Portal.

Collaborating Internally with Colleagues

TeamSupport’s WaterCooler feature allows for internal conversations between TeamSupport users. To understand this feature better, the company recommends users imagine a Facebook that only their internal staff can access. WaterCooler conversations can be tied to tickets, customers, products or groups. A post being tied to tangible items means the team can easily search and find past discussions about a ticket, customer, product, etc.

The next time you have a question about a particular ticket or customer, post your query to the internal WaterCooler. Your colleagues will be able to see your post, and they can respond back with advice, feedback or support. Agents can “like” each other’s comments, which is a useful way to see which comments are the most helpful or provide the most information.

Internal networking in the WaterCooler.

Assigning Tickets to Groups

Groups are an important part of the TeamSupport structure. When tickets are assigned to a group, rather than to an individual, then all members of that group are notified. Organizations can create as many groups as they need, and individual users can belong to multiple groups.

When a ticket is created by a creator who isn’t sure which who that ticket should be assigned to, Groups serve as a backup. Instead of guessing, and potentially selecting the wrong individual, the ticket creator can assign the ticket to a Group—usually, something like the Support, Product Development or Quality Assurance team. All members of that group will receive a notification, and any of those members can take ownership of the ticket.

Assigning tickets to groups.

Generating Real-Time Reports

TeamSupport puts real-time business intelligence capabilities at its users’ fingertips. With robust built-in reports, users can access detailed metrics to gain deeper customer insights. Powerful reporting capabilities include filtering, report cloning, enhanced sorting and individual viewer functions. Rather than having to pay for a third-party reporting add on to obtain powerful metrics, TeamSupport users get it right out of the box.

To get the most from TeamSupport, you can create detailed reports by summary, chart or graph. Custom dashboard views also let you showcase the information you need.

TeamSupport's built-in reporting feature.

Consolidating Customer Interactions

TeamSupport enables users to consolidate all customer interactions. Information such as which other issues a customer has been having recently, who else has been contacting the business, and which other products the customer currently owns are all accessible through the TeamSupport system.

Quickly access every request or issue that a customer has made to your support department or help desk. With TeamSupport, you’re able to run reports to identify which customers are requiring the most time from your team members. These reports also make it possible to understand customers in a holistic manner. As a result, rather than seeing your customers as a collecting of individual tickets and support requests, you begin to get a more complete picture of what’s really going on. TeamSupport integrates with SalesForce, Oracle Fusion, and other CRM systems, which means that data can easily be synced between the systems.

Customer Database

Handling Product Management

It’s incredibly important that service, sales, and management teams know which products their customers are using. TeamSupport enables its users to understand not only which products their customers are using, but also which versions they are using. An unlimited number of products and versions can be associated with each individual customer.

Link specific product versions to a customer and a ticket through TeamSupport. Every product within the Products section should be defined by your company’s development/product management team, since doing so will allow you to generate reports that are based on the actual products and versions that your customers are using. You’ll also be able to see which tickets are associated with which versions of your product.

Product Management

Tracking Physical Assets

Track physical inventory (assets) that have been shipped to customers through TeamSupport’s Inventory module. TeamSupport has also made it possible to associate assets to tickets, which makes for easier issue tracking.

TeamSupport’s inventory section includes room for assigned assets and unassigned assets, which are assets that haven’t shipped, but are available in the warehouse. It also includes space for junkyard assets, which are assets that are no longer functioning.

Inventory Management

TeamSupport Integrations

TeamSupport offers advanced native integrations with a number of apps, including Salesforce, Highrise, Zoho, Oracle Fusion, Jira, Beanstalk, Mailchimp, Dropbox and NiceReply. TeamSupport is also on the Zapier platform, which allows customers to connect the various web apps they use day-to-day. Lastly, TeamSupport has a robust REST API for users who need custom workflow functionality between multiple apps.

TeamSupport Pricing

TeamSupport offers two plans, starting at $30 per user, per month. Free trials are available, as well. Customers can pay monthly by credit card, or they can opt to be invoiced for 6 or 12 months in advance to receive a discount

TeamSupport Bottom Line

  • Collaboration features help multiple departments work together for customers.

  • Help desk solution uses data to better understand customer pain points.

  • Built for B2B software and technology companies of all sizes.

  • Integrated screen recordings allow customers to capture images from their own screens to explain issues.

  • Reporting tools help businesses gain deeper insight into their customers’ needs.

TeamSupport FAQs

TeamSupport FAQs

Below are some frequently asked questions for TeamSupport.

Q. What type of pricing plans does TeamSupport offer?

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

Q. What are the main features of TeamSupport?

TeamSupport offers the following features:

  • Advanced Customer Portal, KnowledgeBase, Forums
  • Best In Class Reporting, Exporting, Filtering, Sorting
  • CRM Integrations with Salesforce, Highrise & Zoho
  • Custom SLA Management
  • Customizable Fields, Ticket Types, Statuses, Severity, etc.
  • Easy to Implement, Flexible and Intuitive
  • Easy to Use Mobile Version
  • Email-To-Ticket, Live Chat, Multi-Channel Support
  • Integrated Screen & Video Recordings
  • Intelligent Ticket Deflection
  • Mobile Integration
  • Powerful User Rights Management
  • Product & Inventory Tracking
  • REST API
  • Real-Time Internal Collaboration & Wiki
  • Software Version & Asset Tracking
  • Tagging & Ticket Queues
  • Ticket Collision Prevention

Q. Who are the typical users of TeamSupport?

TeamSupport has the following typical customers:

Large Enterprises, Mid Size Business, Non Profit, Small Business

Q. What languages does TeamSupport support?

TeamSupport supports the following languages:

English

Q. What type of pricing plans does TeamSupport offer?

TeamSupport has the following pricing plans:

Subscription

Q. Does TeamSupport support mobile devices?

TeamSupport supports the following devices:

Android, iPhone, iPad

Q. What other apps does TeamSupport integrate with?

TeamSupport integrates with the following applications:

Akita, CozTel, Customer Thermometer, Help Desk Migration, Natero, Nicereply, Twitter, VICIdial, Wordpress, Zoho SalesIQ

Q. What level of support does TeamSupport offer?

TeamSupport offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials