# Page 2 | TeamSupport Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 2 - Is TeamSupport the right Help Desk solution for you? Explore 848 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/87908/TeamSupport/reviews

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TeamSupport

4.5 (848)

[View alternatives](https://www.capterra.com/p/87908/TeamSupport/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Page 2 - Reviews of TeamSupport

## Showing most helpful reviews

Showing 26-50 of 848 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Ryan P.  
Packaging Designer  
Alternative Medicine  
Used the software for: 6-12 months

### "Connect to a lot to improve workflow"

February 16, 2026

4.0

Overall, it's pretty helpful. Given that it supports connectors to CRM systems, chat tools, and other platforms, which is especially useful if your support workflows rely on data flowing between systems.

Pros

I like that you can link tickets to companies, contacts, and products which is great for support teams working across multiple products or customer divisions.

Cons

I feel like the interface is dated and less intuitive than newer SaaS help desk tools, meaning steeper training and slower adoption for new agents.

Review Source

Response from TeamSupport

February 24, 2026

Hi Ryan. Thanks for the thoughtful review! We actually launched a completely redesigned platform UI in Q4 last year with a more modern, intuitive experience and improved navigation for faster onboarding. If you haven’t seen it yet, I’d recommend reaching out to your Customer Experience Account Manager for a quick walkthrough. Here’s a short preview as well: https://www.youtube.com/watch?v=MywAmla-9y4 Thanks again for the feedback! Appreciate your partnership.

Barbara M.  
Office Administrator  
Consumer Services  
Used the software for: 6-12 months

### "TeamSupport Live Chats help with quick connections!"

December 22, 2025

4.0

We use TeamSupport for our intranet connections with our own team members but offer links for outside requests.

Pros

The ability to live chat people in your team or appointments chatting in from the link. You can integrate it with your desk top or mobile.

Cons

There's nothing I don't like, although the connection could be more instant. I feel it is more superior than other live chats.

Alternatives considered

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing TeamSupport

I chose TeamSupport over Zendesk due to brand name aligning with company values.

Review Source

EH

Elizabeth H.  
SENIOR PRODUCT MANAGER  
Retail  
Used the software for: 1-2 years

### "teamsupport, yes please"

December 12, 2025

5.0

love it! what a great tool for people like me who are working from home and need to manage all the tickets.

Pros

i love it because you can work from home and have full support at home with team support. you can log tickets.

Cons

there really isn't anything i do not like. you can log tickets and you can go back to them to follow up. its great

Review Source

FG

Fabrizio G.  
Design Lead  
Architecture & Planning  
Used the software for: 1-2 years

### "Effective Communication Platform with easy features."

October 19, 2025

5.0

Great communication product with excellent drag and drop functions and easy to integrate with third party platforms.

Pros

Customer engagement tools are perfect easy issue tracking and even the collaboration functions are reliable. Live chat and Sms massaging through this tool is amazing and very helpful project workflow management solution and documentation ability is effective.

Cons

No issues with this platform because after training is over the implementation is simple and no technical help required.

Review Source

KV

Kinjal V.  
Carer  
Health, Wellness and Fitness  
Used the software for: 6-12 months

### "Team support review "

August 25, 2025

5.0

Overall I can say that this is wonderful if it can fit your business well. My experience was amazing.

Pros

I have used this for my recent Employee hiring proces. I would definitely say that this is permanent solution for employees management It can provide permanent recruitment. Service range also quite high you can consider it for any business like manufacturing, public factor, hospitality. I loved it .

Cons

It depends on the weekly pay. Suitable for medium to large businesses. For small and Micro businesses that is based on local market that is bit tricky.

Review Source

SL

Stefan L.  
Sales Manager  
Package/Freight Delivery  
Used the software for: Less than 6 months

### "Great Tool!"

November 11, 2025

3.0

TeamSupport has been a strong step up for our support operation. It really brought structure, visibility and consistency to how we handle customer‐issues — which in turn has helped improve our response times, accountability and service quality.

Pros

Using TeamSupport felt like a real win in several areas. I appreciated how it unified all our support tickets – emails, chats, calls – into one system, which meant we were no longer juggling multiple inboxes and forgetting client-issues. Reviews back this up: users note how it “centralizes tickets and automates routing so things don’t fall through the cracks.”

Cons

The user interface sometimes felt a bit dated or clunky — especially when you’re navigating lots of tickets or complex filters. Some users say the search or loading times lag or require workarounds.

Review Source

KC

Kim C.  
Customer Service Assistant  
Accounting  
Used the software for: 6-12 months

### "Highly Recommend"

July 13, 2025

4.0

A definite plus to organize and prioritize tickets and easy to install. Customer service is also great.

Pros

Relaible and cloud based. Live livechat feature and and how it allows me to organize customer tickets and tasks to improve customer service.

Cons

Cost is somewhat of an issue and does not network with Office 365 but still a great software option to consider.

Review Source

SM

Steven M.  
system technique  
Management Consulting  
Used the software for: 1-2 years

### "Better structured support"

December 5, 2024

4.0

It streamlines each process with each client in a simpler way, providing very optimal attention and making clients happy with the prompt response.

Pros

TeamSupport exceeded my expectations when I saw the results of having more personalized support with each client. The ticket system allows for an easier response and follow-up, which improves the experiences that clients have by giving faster responses and allowing customer service agents to better understand each case.

Cons

There are no failures, displeasure or bad services from TeamSupport. They have been very good with all the services provided.

Review Source

SP

Shania P.  
Assistant Finance Manager  
Accounting  
Used the software for: 1-2 years

### "Amazing chat tool"

January 21, 2025

5.0

Pros

Teamsupport is a great portal for team chatting.

Cons

Teamsupport conversations are readily available for usage.

Review Source

TP

Tarak P.  
Support Engineer  
Information Technology and Services  
Used the software for: 2+ years

### "Best Product Support Teams "

August 7, 2024

5.0

Experience is really very good with TeamSupport. It has centralized system for tracking and managing customer support tickets and also has ticket automation which is very good.

Pros

It has Simple UI and Easy to use application which has made communications easy. Also the report building feature is really very good. Ticket Automations are also really good.

Cons

Nothing, I like everything about TeamSupport. It's just lag which happens sometimes.

Review Source

GY

Guillermo Y.  
Administrativo  
Government Administration  
Used the software for: 6-12 months

### "TeamSupport, Aceptado & Recomendado"

August 13, 2024

5.0

En general, es bastante grato poder trabajar con este software. A modo personal, ayuda demasiado en cuanto a los tickets, uno puede trabajar de manera ordenada y sin aproblemarse.

Pros

La verdad, contiene herramientas muy completas para su buen uso. Cumple con lo requerido para poder realizar el trabajo de manera rápida y segura.

Cons

Es paga. Pero a su vez, vale la pena, ya que se ahorra mucho tiempo con su interfaz.

Review Source

kC

katlyn C.  
owner  
Real Estate  
Used the software for: Less than 6 months

### "great software for business owners"

April 20, 2025

5.0

A great software for business owners or managers looking to effectively communicate with their team.

Pros

There is an ease of use with TeamSupport. It is easier to navigate than other softwares that I've used. I prefer it more than the others I've tried.

Cons

I really didn't have any issues using TeamSupport. I could see there being a learning curve for those less tech savvy.

Review Source

Response from TeamSupport

April 21, 2025

Thank you for the great feedback. We love to see this!

VR

Verified Reviewer  
marketing  
Higher Education  
Used the software for: I used a free trial

### "Atención al cliente"

August 14, 2023

4.0

Pros

Es un software eficiente, puede que no muy moderno, pero te facilita el seguimiente de las atenciones, te ahorra pasos al convertir los corres en tickets, tiene su portal autorservicio que eso me parece super genial, ya que no necesita una interacción con el grupo soporte.

Cons

Tiene pocas cosas que no me gusta, que es pago .. todo depende de la magnitud de la empresa y que necesita una capación para poder usarlo.

Review Source

Lillian G.  
Human Resources Generalist  
Hospital & Health Care  
Used the software for: 1-2 years

### "TeamSupport is an excellent choice for a help desk"

August 2, 2023

4.0

TeamSupport's functionality is on par with that of competing products, but I prefer working with it because the information I need to manage my business is more logically organized.

Pros

It doesn't take much mental effort to understand how the product works and how to apply the many facets of your support function to it. My innate teamwork skills allowed me to effectively coordinate with my colleagues, the client, and TeamSupport to improve our service to the customer.

Cons

Outdated user interface. The business is ignoring its primary offering. Very little. Its features are so similar to those of other CRMs that you'll be hard-pressed to find one that meets your specific needs if you don't already use another CRM.

Switched from

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)[Intercom](https://www.capterra.com/p/134347/Intercom/)

Enhanced in ways you would not expect. Limited ability to adapt due to the company's ignorance of ITIL processes. Incomparable to entry-level products like zendesk but leagues ahead of servicenow and sysaid.

Review Source

Kelly B.  
Design Engineering Manager  
Computer Software  
Used the software for: 1-2 years

### "It is an excellent help desk solution in our company"

October 10, 2023

4.0

The best thing about TeamSupport is the way it simplifies our interactions with clients. We can better address the needs of our customers if we pool our customer service resources. Because of the software's interoperability with our other tools, we are able to effortlessly consolidate our ticketing, task, and interaction management for all of our customers.

Pros

Having all the requests for help in one central location is quite convenient. Our team is able to get the most out of the software because of its seamless integration with our other systems.

Cons

I appreciate TeamSupport for what it's worth, but I've had some difficulties with it. It's annoying when the user interface is sluggish and unresponsive when we need to reply fast to a client's request.

Switched from

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)

TeamSupport's features are on par with those of similar programs, but I find it easier to use because the data I need to run my company is more neatly presented.

Review Source

LM

Lane M.  
Director, Client Services  
Information Technology and Services  
Used the software for: 2+ years

### "The best solution for our business"

August 28, 2020

4.0

This has been good - it was a little rocky when I was first implementing TeamSupport for another business unit in 2016-ish, where I felt we were discovering/finding things that our assigned implementer didn't know about, but working with support and with other contacts has been great!

Pros

TeamSupport is a flexible and adaptable CRM solution. I have implemented it within Harris in one business unit, as well as managed/administered it within another. It is able to be customized to fit our process, and the online support portal (Customer Hub) for our clients' access is easy to use and intuitive, and can also be branded for our company (logo, color scheme, etc.).

Cons

There are a couple things, concerning reporting, that I think could be improved: 1. You can only include two tables for reporting (i.e. Customers and Addresses, or Customers and Contacts, but not Customers, Contacts and Addresses). This limits our ability to pull some of the reports we need without exporting to Excel and then manually pulling things together, or using another third-party business intelligence platform 2. Our support department is very diligent about metrics (Response times, resolution times, ticket volumes, average closed per day, etc.). I've built a solution for this within Excel, where I export a handful of reports from TeamSupport on a daily/weekly basis, and then paste in to my Excel workbook, but it would be nice to be able to see these types of metrics within TeamSupport directly, in the form of graphs, charts, etc.

Reason for choosing TeamSupport

Mainly cost and functionality - TeamSupport was the best "bang" for our buck.

Review Source

Dylan R.  
Service Manager  
Entertainment  
Used the software for: 2+ years

### "TeamSupport Supports"

March 6, 2021

5.0

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.

Review Source

Response from TeamSupport

March 11, 2021

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.

KC

Keith C.  
  
  
Used the software for:

### ""

October 3, 2013

5.0

Are you in the market for a ticketing system? How about a real ticketing system that is ready to go – straight out of the box? If that isn't good enough, what if I said that there is such a system that you can also configure and customize to whichever extent that you need? You would think that the above options are wishful in the “grand design” of any ticketing system, but when it comes down to your company’s needs, what are your options? Should those options be sacrificed between the many choices today? You may have spent countless of hours on research, laborious hours on building a system, under pressure for time, and over budget on costs. When you consider the economy today, there is a lot that can be said on saving yourself from such entanglements. For those of you familiar with the above scenario, in my world and in many times over, it is said that if you choose not to decide, you've still made a choice. On the flip side, let’s just say if every one of your team members, co workers, and administrators could be satisfied with all of their needs without sacrifice, could this be the very system that you are looking to invest in? If you are looking for such a system, then look no further than TeamSupport. If it is a turnkey system with no frills and/or If you have just a little knowledge with html, implementing the support portal into your website is a snap. As a matter of fact, TeamSupport makes it extremely easy to setup your portal via i-Frame which is only one html tag. Can this get any easier? If you really want more advanced features for your portal in which your customers may find useful, Team Support offers both video and documentation support to get you there. For example, if you would really like your customers to click on a link within their email notification that could take them directly to their ticket, documentation, as well as programming scripts are also provided. Explanations on just how to implement these features within your i-Frame are also provided. That’s not all either! If you are really in the market for a secure and powerful API that is XML based – you got one! I could go on with pages and pages about the benefits, ideas, and most of all features about this API. You can access their API through .Net, PHP, JavaScript just to name a few out of the many other ways that in reality, ideas are as limitless as the universe. If you really enjoy working with these languages, your dream has just come true. Since working with TeamSupport over a two year period within in a very large company setting and watching the application grow from implementation to launch, I still continue to find new discoveries with this extremely powerful application. Of course, we cannot forget about the main course of the ticketing system itself too: Whether you have a large or small company, TeamSupport just might be what you are looking for. Your customers and clientele will also appreciate just how easy it is to submit a ticket right from your portal. You are also going to love just how easy it is to assign tickets to both individuals and groups too. Do you need specific tickets to be sent to one individual or a group? TeamSupport’s got it! How about assigning a unique email address for a specific ticket that is assigned to a group or individual? – TeamSupport’s got it! It’s all here, just waiting for you to utilize when needed. Got employees who wear several hats that need to see the same ticket? TeamSupport’s got that too! Simply assign the same person to as many groups as you need so they too can see the same ticket. Again, the possibilities are endless and the ticket feature implementation is painless as well as intuitive. Overall, it is with no doubt that TeamSupport has truly outdone and thoroughly thought through of what a ticketing system should be for today's and tomorrows corporate demand. The option range, in which you have from a simple setup to a “dream” extreme customization with their powerful API, is unmatched. If this still does not pique your interest, then get ready. The price on this “packing” system is only pennies on the dollar per month. With all of these extreme features packed into this cloud application for such a low monthly cost, it should be illegal. If you are looking to implement a ticketing system as quickly as possible, then look no further as TeamSupport is a “Turnkey” run by itself system that only requires an email shared/drop box and a quick i-Frame reference in your website. From there, you are ready to setup customers, users and user groups that set the stage to assign tickets to however you need. When choosing a ticketing system, not only should the above features matter, but the support that is behind it is just as important. From my two year experience in working with Team Support, their application is backed by one of the best and outstanding support teams. No question is too small or great. They have always come back with an answer through their ticket support, or sometimes during the most precarious of situations in which you speak to someone as real as you and who have a great interest in your success. All together, Team Support rings through and true to its name. It is a powerful system that is backed, written by and supported by those who know what a ticketing system is and should be. Don’t just rely on what I’m saying here though. Team Support offers a two week free trial. Go ahead, give yourself a chance to review this ticketing system yourself to witness the power and control that you can have over this application. Remember, a system is only backed as far as the work that is put into the system itself. To top this off, you can tell immediately that those at Team Support have put a lot of effort and thought into this powerful and rich application while at the same time backing it up with their support. Without such commitment, support and quality, revolving doors to fruitless needs and costly decisions merely break the true workings, efforts, trust and reliability of what a turnkey and powerful ticketing system should be – Team Support has made our decision easy and a worthwhile investment.

Review Source

MC

Mickey C.  
Director of Customer Support  
Consumer Services  
Used the software for: 2+ years

### "TeamSupport a great support and customer management application"

September 10, 2020

5.0

We are a B to C customer and while this may not seem like a good fit it is working for us very well. The ability to create customer Knowledge Base articles is easy and the portal allows customers to view them. Same with the Community feature, we have many articles in both and it's nice knowing that a customer has a resource to solve problems or find information about our product on the portal interface. We use this to manage both end user customers as well as videographers that work with us to produce Not-Forgotten time capsules.

Pros

I love how easy it is to setup, and the fact that I don't have to worry about how the product is running because it's in the cloud and the team at TeamSupport really do a great job when it comes to making sure the application is ready and available when I use it. Everyone at TeamSupport are easy to work with and really know the product. I can reach out to them at anytime and someone is available to assist me. They always seem happy to hear from you and it's like talking to an old friend.

Cons

Nothing to say here, I really like it. It's really hard to come up with a negative, except that perhaps I wish I had thought of this.

Review Source

Response from TeamSupport

November 4, 2020

You're awesome for taking time to post a review! We appreciate you being part of the TeamSupport family and we look forward to making sure you make the most of your platform. If you haven't done so already, please join our Community discussion group found in the TeamSupport Customer Hub and attend our monthly TeamSupport University client exclusive live webinar hosted by subject matter experts.

AA

Alain A.  
SQA\\Support  
Logistics and Supply Chain  
Used the software for: 2+ years

### "Take a shot, give it a GO"

September 9, 2020

4.0

Our overall experience with TeamSupport has been fantastic! Their support team is top-notch and from my perspective it shows that they genuinely do care to help you with your ongoing issues.

Pros

The flexibility of TeamSupport was a feature we wanted to use as we grow the business. We wanted to leverage this feature because we wanted the software solution we chose to grow with the us and TeamSupport met that criteria.

Cons

The storage limit of 25MB is probably the one that affects us most. We use videos internally for training and externally as well. I know that this limitation is understandable, but it is something that I wish they would either lift or expand. It would be very nice to offer a remote control feature when you are working an issue, so you can easily take control of the user's computer.

Reason for choosing TeamSupport

We were a small company at the time and we knew we wanted\\needed a software solution to grow with us. We also wanted a software solution that has an outstanding customer support. Our front facing ticketing system is a reflection of us as a company. If we experience terrible service on our back end support, it will eventually show up being displayed to our customers as well. TeamSupport is not a perfect company, no company is, but up to now they have proven themselves to be a terrific partner in our company's growth time and again. We look forward to the next phase of our company's growth knowing that we have TeamSupport to back us up all the way.

Review Source

Response from TeamSupport

November 4, 2020

Thanks Alain for the great review! I will pass on your feedback to the TeamSupport development team. We put a lot of work into that, and we're glad to hear it's serving its purpose and helping you out. If you have any questions feel free to reach out to success@teamsupport.com directly. Thanks again!

JB

Jill B.  
Vice President, Operations  
Pharmaceuticals  
Used the software for: 2+ years

### "Great Product!"

September 24, 2019

4.0

Overall, I like the software as its easy to use and meets our operational needs. The ticket management works well and is easy to use. The tickets are easy to create, assign, and manage. I have set up reports that I run monthly to provide support metrics internally. They were easy to create and are easy to run each month, giving us the metrics we need to understand the types of tickets we get from our customers, the number of tickets created by each customer, and the amount of time our support team spends working the tickets. We interface with Jira when submitting requests to our development team, which was easy to configure and is virtually maintenance free once set up. Team Support also has great documentation that is easy to understand, which I reference whenever I'm implementing something new or have questions.

Pros

Ticket management and reporting. UI is easy to use and understand. I really like the email functionality, allowing customers and our support users to create and respond to tickets via email, creating the necessary tracking without having to log into the portal. However, I also like that a self-service portal is available, allowing customers to see the status of all of their issues and requests.

Cons

When submitting an issue or request, it often takes a long time for a resolution.

Alternatives considered

[Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[Agiloft](https://www.capterra.com/p/101273/Agiloft/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)

Reason for choosing TeamSupport

Lower monthly subscription fee, less intensive configuration, self-service customer portal, customized metrics and analytics, robust solution.

Switched from

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

The Zendesk UI didn't seem as user friendly as other products. The Zendesk product seemed to be developed more for IT users than for CRM teams.

Review Source

JG

Johanna G.  
Account Manager  
Computer Software  
Used the software for: 1-2 years

### "Team Support"

September 1, 2020

4.0

We use Team Support to track Customer Support issues, upgrades, software bugs, projects, and feature requests. We have populated our knowledge base with client-facing documents as well as internal articles. Team Support makes it easy to find everything from client correspondence to project updates.

Pros

I was hesitant to move from our former ticketing system to Team Support, but it has ended up being a significantly better way to track tickets. Team Support is easy to use for both our employees and customers. With Team Support you don't have to worry about losing tickets or correspondence with clients. Everything can be tracked within your tickets and you retain access to that information after the tickets have been closed.

Cons

Team Support works best when you only have a single window with it open. Unfortunately, that is not how our business works. We often have multiple tickets open at once and, in the past, this has really slowed Team Support down. This functionality has improved over time but it really is one of my few complaints with the system.

Switched from

[osTicket](https://www.capterra.com/p/125118/osTicket/)

Corporate-level decision

Review Source

Response from TeamSupport

November 4, 2020

Thanks Mr. Gardner 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.

JN

Jan N.  
Customer Support Rep/eCommerce Specialist  
Computer Software  
Used the software for: 2+ years

### "TeamSupport for Customer Support"

October 28, 2016

4.0

Our company started using TeamSupport several years ago for answering customer support tickets. Previously, we would respond via email which left us no tracking or history and was only available to the email account used to answer the ticket. With TS we can track all responses and have the ability to tag the issues by topic. Being able to insert images is HUGE! Often times we will hear something like "Another rep told us ...". We can quickly click on the customer's company name and see all past tickets and review past responses. I can also quickly see just my responses. Notes can be attached to a customer's account that will pop up whenever they submit tickets. The reporting feature is not quite as easy as I think it should be. Although I've managed to produce enough basic reports to satisfy my needs. The learning curve for TS was relatively short. There are a few quirks, that once you figure them out, you can easily move forward - such as each customer must have a unique email address. However, this can be worked around by adding the customer without an email address, then edit their account to add the email. We have found that TS has significantly reduced the time we spend training new hire employees. The new hires can scroll through previous tickets and review past responses. They can also search specific topics based on tags. Once they are turned loose to answer tickets on their own, they can be marked as private and sent to be reviewed by their mentor, and then released to the customer. TS has many features to help make life easier - Built-in editor with images & screencast recorder, Water Cooler (internal chat), Chat (for your customers), Knowledge Base Templates (easy to create for repeated use), Wiki (the ability to add internal help articles), Calendar and Reminders, Mobile app, and more.

Pros

Complete history tracking, quick training, ability to insert images, knowledge base templates

Cons

reports, have to create work arounds for duplicate email addresses, when adding a new customer - if TS can't find the customer I wish it would transfer the data entered into the new customer screen so I wouldn't have to retype everything.

Review Source

iftikhar A.  
Manager Merchandising  
Apparel & Fashion  
Used the software for: Less than 6 months

### "Expert opinion"

January 1, 2022

5.0

i was very happy to use this application but this is not the end of the world so please always make this application up to date.

Pros

this is good for customer support and get feedback from your target audience. i prefer to use this application for the value addition of customer response to your product

Cons

there are few things still missing like customer rating for the improvement. add new features to get more acute data from the potential customer.

Review Source

RH

Robert H.  
Service Manager  
Computer Software  
Used the software for: Less than 6 months

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

October 28, 2016

3.0

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).

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