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Teamsupport Pros and Cons: Is There A Better Help Desk Alternative?

teamsuprosHelpdesk software programs are a big issue among businesses today. After all, helpdesk solutions can make or break them, particularly those offering products or services to customers. Teamsupport is a very popular help desk solution and in this article we’ll discuss the its pros and cons to give you a complete image of the software and its potential. To add a point of reference we’ll also compare Teamsupport with one of the leaders in the help desk software industry a tool called Freshdesk, that’s currently our favorite help desk solution. You may also want to read our comparison of top help desk services of 2022 to get a wider perspective on the topic.

Pros & Cons of Teamsupport

Pricing: starts at $30

A brief look at TeamSupport interface

A brief look at TeamSupport interface

After a thorough evaluation of all features and customer support of Teamsupport our panel of B2B experts gave it a spot in our top 10 help desk software solutions ranking. However, there are at least a few help desk services that scored better in our research, especially the leaders in the category Freshdesk and Zendesk.

Teamsupport is a helpdesk solution that deftly uses collaboration features and real-time data to enable businesses to understand where their pain points are located. Therefore, businesses can be able to deliver quality support to clients even before they themselves are aware they needed the support.

Built for B2B software and technology firms, Teamsupport provides you with customer support by boosting internal collaboration and further removing barriers that can occur to most companies. Its most important functionalities include advanced customer service portals, integrated screen recordings, multi-channel support, real-time internal collaboration, and built-in reporting tools.

Rather than focusing exclusively on one-on-one client communications, Teamsupport brings visibility into the situation and enables full team collaboration to track ongoing issues. It has created a powerful user interface, consolidating all relevant customer data in a single place.

Teamsupport is created for companies that know the features and capacity of their product, but at the same time, are still open to pleasing their clients. The tool allows for proper ticket managing, aside from keeping users on the line when more priority tickets occur. At the same time, Teamsupport also enables the company to know more about the program in very quick steps, which removes the need for training. Teamsupport is fast and effective, making it a good tool for easy implementation into your business.

At the same time, Teamsupport allows users to learn about and tinker with the product. This way, your helpdesk support team is no longer limited to just receiving calls, making it quicker for tech savvy users to answer their issues on their own.

You can find more information about Teamsupport and its features, integrations and pricing plans in our detailed review or just read the summarized Teamsupport pros and cons comparison below:

Pros:

User-friendly. Teamsupport’s self-serve customer service portal is very user-friendly and your clients will feel right at home. Your clients can quickly submit and track their tickets. In addition, they can search the tool’s knowledgebase for relevant answers to their own inquiries. Screen recordings and attached files can also help them resolve lingering concerns. This helpdesk solution has community forums and a collaborative wiki feature. In short, your documents will never get old. Anyone from your company or helpdesk staff can also update these documents as needed.

Real-time collaboration. Teamsupport puts real-time and comprehensive business intelligence capacities at the fingertips of your clients or users.

Powerful reporting. With the tool’s robust built-in reports, your users can have access to very detailed and relevant metrics, allowing your business to have deeper customer insights. Teamsupport’s powerful and useful reporting capabilities include enhanced sorting, filtering, individual viewer, and report cloning functions.

Detailed interactions. Depending on your company’s knowledge base about your product or service and its features, your interactions with customers and answers to the most common concerns can be very detailed.

Effective ticketing system. Ticket system can be very effective in Teamsupport. It also works to boost the whole helpdesk process.

Easy-to-learn. Teamsupport can be quite easy to grasp and understand for both sides of the fence.

Real-time recording. Teamsupport allows helpdesk users to record issues or customer complaints in real time.

Cons:

Slow loading issues. Based on analysis and review of the tool, Teamsupport has slow loading issues from time to time. This may spell disaster to businesses that offer products and services to customers. For instance, if your customer wants to learn more about a specific feature of your product or needs answers on a tool’s part from you, you might not be able to give a quick response because the tool sometimes can load very slowly.

Customizability issues. Users online find Teamsupport useful, although they have also complained of customizability issues of the tool’s dashboard and reports.

Less impressive third-party integration. Teamsupport is slightly overshadowed by Freshdesk when you are talking about third-party program integration.

Rearranged tickets. Tickets are automatically rearranged based on priority. This may mean customers who have complained about an issue earlier may not be prioritized if they are not VIP clients. Understandably, some customers might not find this long wait welcoming.

Pros & Cons of Freshdesk

Pricing: free for up to 3 users, paid plans start at $15

Here's how part of Freshdesk UI looks like

Here’s how part of Freshdesk UI looks like

In order to properly compare Teamsupport with other help desk solutions available on the market we decided to contrast it with another popular service – Freshdesk. After comparing a wide range of popular help desk solutions our B2B experts found Freshdesk to be the best of all reviewed solutions. Freshdesk offers a free version of the tool for up to 3 users and other plans can be easily tested with the help of free trials. If you want to try out Freshdesk on your own to see if it fits your company’s needs, you can sign up for Freshdesk free trial here.

A web-based business helpdesk program for tracking customer inquiries, Freshdesk is considered a leader in its industry. More than 30,000 customers around the world use this solution. It offers comprehensive helpdesk features for companies of different sizes at affordable prices. Freshdesk is best for companies that want an affordable but powerful helpdesk tool with customer self-service, multi-channel support, and social media monitoring.

Freshdesk is available via mobile and cloud, removing the need for companies to get a special (read: expensive) information technology staff. At the same time, Freshdesk allows communication and collaboration between your clients anywhere in the world.

If you need a more in-depth look at Freshdesk’s features, pricing and available integrations you can read our detailed review of Freshdesk. Below we discuss all the major pros and cons of the software so that you can have a solid image of how their service performs.

Pros:

Easy-to-use. Freshdesk is very easy to use and setup. Your tool interface is created immediately after you choose a username and password. In just a few seconds, you can begin tracking tickets.

24×7 support. If you encounter any problems using Freshdesk, the tool has 24×7 email and phone support for all its packages, even its free plan. Freshdesk also has pop-ups within its interface, online self-help tools, and instructional YouTube videos that ensure you can master Freshdesk very fast.

Seamless integration. Freshdesk can integrate with close to 60 other applications. For many businesses, this is a crucial feature, especially if they want their helpdesk support to be seamlessly integrated with other business tools.

Social media. Social media can be a big source of customer traffic in your business. With Freshdesk, you can quickly link unlimited Facebook and Twitter accounts to your company’s helpdesk. You can easily convert Facebook messages, comments, and wall posts on your company’s Facebook page into customer tickets. Similar to Facebook, your helpdesk support team can also track your company’s Twitter feed by converting such tweets into Freshdesk customer tickets. The helpdesk agent’s response, whether it is a Twitter or Facebook message, will immediately match the form and type of the inquiry.

Customizable. While Teamsupport indeed has good features, Freshdesk gives far more benefits for companies of any size that prefer a powerful and efficient helpdesk tool with affordable and flexible pricing plans. For one, it has customizable dashboards and reports. For businesses that handle a lot of customers worldwide, Freshdesk seems to be the more viable option especially if they want a comprehensive and customizable helpdesk solution.

Gamification. One outstanding advantage of Freshdesk over Teamsupport is its gamification feature, which can be used to make your helpdesk support agents vie for the best support. This feature is supported by social recognition and incentives which are also linked with customer service metrics, and based on defined service level agreements (SLAs).

Support anytime anywhere. Freshdesk offers multi-time zone and multi-language support. This means whenever and wherever your client is, whether he is in Japan emailing you at three in the afternoon or she is in Russia asking for tech support at six in the morning, it will not be a problem. Freshdesk supports its clients well. Anytime your customer needs help, they are just a phone call or email away and they would receive immediate and prompt assistance.

freshdeskpricing

Cons:

Minor email issues. One of Freshdesk’s downsides, although it is minimal, is that the tool, according to clients, has a few problems with easily processing first names in emails.

Contract customer warnings. Users are also waiting for Freshdesk to offer warning features on contract customers, which can be quite helpful for some companies especially those whose contracts with the tool are already finished.

Bottomline

Our analysis of Teamsupport pros and cons shows that it is certainly a solid software but not the best help desk solution out there. It has at least a few strong competitors, the best of those being Freshdesk. Freshdesk has a very flexible pricing scheme and is available for free for teams with up to three users. It also offers a great free trial plan that allows you to easily test the software and see if it fits your specific needs. If you want to try out Freshdesk on your own you can quickly get Freshdesk free trial here.

Christopher Robinson

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.

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