Opiniones de TeamSupport

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.

En general me gusta como se administran y rastrean los tickets y que la herramienta ha funcionado bastante bien hasta la fecha.

The overall experience with team support is good. I appreciate how easy of tracking and manage tickets in team support. It is simple to use.

The support from Team Support is top notch. THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.

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.

i had a great experience using this software. it was a joy in teaching y sales team how to use it and they all had great feedback

It sure beats having customer information scatter far and wide in spreadsheets, random notes, misc places. Being able to see customer distress indexes, drilling down on what is repeatedly failing, etc. is a valuable tool.

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.

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.

My experience with team support from start to end has been the most comfortable experience. We use email integration and base our entire support process on team support.

I really like TeamSupport a lot. It has helped us get in touch with our customers through live chats, IT ticketing system, and reply to inquiries on time, thus improving our relationship with our customers.

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.

Our overall experience has been decent. It’s a good tool and is generally user friendly. Very simple to set up and customize to what we need in terms of customer management.

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.

I actually need to use our TeamSupport more, to include the self-service portal. I feel it could help us greatly!

I'm glad that we switched to TeamSupport as it is easy to use and a better way of creating and reviewing tickets.

Prior to using Team Support our Support department worked tickets through Outlook - I can't even imagine it now!! We had absolutely no visibility within our Team and collaboration was not possible. Since implementing Team Support we have been able to grow our department in line with our company growth and all the while adding additional support options, like chat, to our offerings. This is absolutely paramount in our success as a SAAS in a very competitive industry. Our Team is now able to work together in shift groups sharing the queue, communicate with each other using the water cooler feature, see when volume is high and they need to jump in, and so much more! The reporting offered with Zoho allows us incredible insight into our volume trends which has streamlined our staffing/scheduling. The Team Support team is incredibly responsive and takes ownership of any issues making sure that they are brought to an efficient resolution. I can't say enough about this software - I highly recommend it!