TeamSupport

Get the Answer. Go Beyond the Ticket.

Customer Support Platforms
★★★★☆ 4.4
2008 Founded
51-200 Employees
1,200+ Customers
Dallas, TX, USA Headquarters
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Quick Facts

✓ Free Trial
Website
teamsupport.com →
Starting Price
45
Pricing Model
per-user
Free Trial
unknown days
Company Type
private
Social
LinkedIn Twitter/X

About TeamSupport

TeamSupport is a Dallas-based B2B customer support software company founded in 2008 to address the pain of disconnected systems and poor cross-team collaboration in technical support teams. Its cloud-based platform is purpose-built for business-to-business SaaS and technology-enabled companies that need to manage complex, long-term customer relationships rather than one-off tickets. en.wikipedia.org

Over time, TeamSupport has expanded from a help desk ticketing system into a broader post-sale platform that includes Support (ticketing and customer hub), Messaging & Live Chat, Success (customer success and health management), and Insights (advanced reporting and analytics). It is best known for introducing the proprietary Customer Distress Index (CDI), an account-level health score that combines usage, sentiment and support activity to highlight at-risk customers before renewal. en.wikipedia.org

The product emphasizes account-level views, multi-contact relationships, and collaboration features like internal wikis and the Water Cooler, which help support, success, product and development teams resolve tickets together. Built-in knowledge base and customer portal, Playbooks for onboarding and retention, and AI Assist for ticket summarization and suggested responses help B2B teams scale support while maintaining context and personalization. teamsupport.com

TeamSupport is privately held and backed by growth investors including Level Equity, and in 2021 it acquired live chat provider SnapEngage to deepen its messaging capabilities. In recent years it has launched AI-powered features for ticketing and chat, including an AI agent, while reporting that more than 1,200 support teams across industries such as software/IT, manufacturing, logistics, healthcare, finance and education use the platform. prnewswire.com

Key Features

Account-level B2B support - 360u00b0 customer and account view with multiple contacts per organization instead of isolated end-user tickets.

Advanced ticket management - rules-based routing, SLA tracking, collision detection, custom fields, and team-based ownership for complex workflows.

Customer Distress Index (CDI) - proprietary account health scoring that combines engagement, sentiment, and ticket history to flag at-risk customers.

Customer portal & self-service - branded portals where customers can submit and track tickets, access knowledge base and community resources.

Knowledge base automation - convert resolved tickets into reusable articles automatically to grow self-service content without extra overhead.

Messaging & Live Chat - omnichannel live chat across web and digital channels, including WhatsApp and Google Business Messages, with routing and analytics.

AI Assist and AI agents - AI-powered ticket summarization, suggested replies, knowledge article generation, and an AI agent ("Kevin") that can auto-respond and route requests.

Playbooks - lifecycle automation for onboarding, adoption, renewal and expansion cadences that trigger from usage or CRM events.

Customer Success module - tools for monitoring health, renewals, and expansion opportunities using CDI scores and account insights.

Insights analytics - advanced, customizable dashboards and reports for tickets, products, customer health, and team performance.

Multi-brand and multi-product support - manage multiple product lines and brands with separate portals, knowledge bases, and reporting views.

Collaboration tools - internal notes, Water Cooler feed, and internal wiki for cross-team collaboration on tickets and processes.

Asset and inventory management - track products, versions, and assets associated with customers and tickets.

Security and compliance features - role-based permissions, audit logs, HIPAA-compliant live chat for regulated industries.

Extensible platform - REST API, Zapier, and integration hubs to connect CRMs, developer tools, telephony, and marketing systems.

Pros & Cons

👍 Pros

  • Strong fit for B2B workflows with account-level views, multiple contacts per customer, and tailored tools for software and tech companies.
  • Highly customizable ticketing and automation rules that let teams adapt workflows, fields, and SLAs without heavy admin overhead.
  • Responsive, knowledgeable customer support from the vendor, frequently praised for onboarding help and ongoing assistance.
  • Robust collaboration features, including internal notes, wikis, and the Water Cooler feed, that help cross-functional teams resolve complex issues.
  • Integrated knowledge base, customer portal, and live chat that centralize communication channels and improve self-service for end customers.

👎 Cons

  • User interface is often described as dated or less modern than newer competitors, with some workflows requiring more clicks than expected.
  • Performance can be sluggish at times, with reports of slow page loads, search latency, and occasional downtime incidents.
  • Mobile app functionality lags behind the web version, with limited features and UX issues noted by several reviewers.
  • Some integrations (e.g., Jira, VSTS and certain CRM connectors) are seen as less robust or flexible than users would like.
  • Pricing can feel high for smaller teams, especially when enabling add-ons such as advanced AI capabilities and additional modules.

User Reviews

G2
4.4
★★★★☆
Capterra
4.5
★★★★★
TrustRadius
8.5
★★★★★

Integrations

Salesforce HubSpot Zoho CRM Oracle CRM Highrise Jira Beanstalk Mailchimp NiceReply Slack Microsoft Outlook Microsoft Teams Zapier Facebook Google Business Messages WhatsApp Intercom Freshdesk Zendesk Help Scout Pipedrive RingCentral SuiteCRM Google Calendar

Best For

Company Size

smb mid-market enterprise

Industries

SaaS Technology/IT Manufacturing Logistics Healthcare Financial Services

Use Cases

B2B customer support ticketing and case management Omnichannel support across email, chat, web, and messaging apps Customer self-service portals and knowledge base management Customer success and churn reduction using account health scores Onboarding and adoption programs via Playbooks and cadences Post-sale analytics and reporting across support, success, and product

FAQ

What is TeamSupport?

+

TeamSupport is a cloud-based B2B customer support platform that combines help desk ticketing, messaging and live chat, customer self-service, customer success and advanced analytics. It is designed specifically for SaaS and technology-enabled companies that manage ongoing, account-based relationships rather than one-off consumer interactions, providing tools like the Customer Distress Index to monitor account health and reduce churn.

How much does TeamSupport cost?

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TeamSupport uses a per-agent subscription model with annual billing. Public pricing typically starts around $45 per user per month for a Starter-style edition and increases for more advanced Professional and Scale tiers that add deeper customer intelligence, live chat, success Playbooks and analytics. An enterprise-grade suite and additional AI capabilities are available via higher tiers or custom quotes, and there is no permanent free plan, though a free trial is offered.

What are the main features of TeamSupport?

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Key features of TeamSupport include advanced ticket management and automation, an account-level customer and contact database, the Customer Distress Index health score, a branded customer portal and knowledge base, Messaging & Live Chat across web and digital channels, AI Assist for ticket summaries and suggested replies, Playbooks for onboarding and lifecycle cadences, a dedicated Success module, and the Insights analytics suite with customizable dashboards and reports.

Who are TeamSupport's main competitors?

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TeamSupport's primary competitors in the customer support and help desk market include Zendesk, Freshdesk, Zoho Desk and Salesforce Service Cloud, along with other B2B-focused support platforms. Compared with these tools, TeamSupport differentiates itself by focusing on account-level B2B workflows, proprietary health scoring with the Customer Distress Index, and a tightly integrated suite that spans support, live chat, success and analytics.

Is TeamSupport good for small businesses?

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TeamSupport can work well for small B2B businesses that need strong ticketing, collaboration and account-level visibility, especially in software or technology niches. However, its per-agent pricing, breadth of features and focus on analytics and success make it most attractive to mid-market or growth-stage companies that will fully use its capabilities. Very small teams with simple B2C-style support needs or tight budgets may prefer a lighter, lower-cost help desk.

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