TeamSupport
TeamSupport is a B2B customer support platform designed for complex relationships, offering ticket management, customer insights, and product feedback loops. Founded in 2008 in Dallas, Texas.
About TeamSupport
TeamSupport is a customer support software company founded in 2008 in Dallas, Texas, by Robert C. Johnson, Eric Harrington, and Kevin Jones. The platform is specifically designed for B2B technology companies, particularly those with SaaS products, emphasizing collaboration between support, success, product, and development teams.
TeamSupport introduced the Customer Distress Index® (CDI), a proprietary scoring model that helps identify at risk customers based on support interactions, ticket frequency, and sentiment. The platform focuses on the "Company" rather than individual contacts, recognizing that B2B relationships involve multiple stakeholders across organizations.
The software includes product management integrations, allowing support teams to link tickets to product issues and provide feedback directly to development teams. In 2021, TeamSupport acquired SnapEngage to add native live chat capabilities, and in 2024 launched AI Assist for ticket summarization and response drafting.
Key Features
- Customer Distress Index (CDI): Proprietary algorithm scoring customer health based on support interactions to predict churn risk.
- Company Based Organization: Track issues at the company level rather than individual contacts, essential for B2B account management.
- Product Feedback Loop: Integration between support tickets and product development, allowing agents to escalate bugs and feature requests directly to engineering.
- Collaboration Tools: Internal social network for support teams, @mentions, and cross departmental visibility into customer issues.
- Customer Management: Track parent child company relationships, contacts, and customer data with integration to CRM systems.
- AI Assist: Generative AI for ticket summarization, response drafting, and sentiment analysis launched in 2024.
Pricing
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Essential: $35/agent/month (billed annually) Ticket management, knowledge base, and basic reporting for small support teams.
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Professional: $55/agent/month (billed annually) Adds customer management, SLAs, custom fields, workflows, and integrations.
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Enterprise: $85/agent/month (billed annually) Includes advanced analytics, CDI, product feedback tools, and premium integrations.
Note: Minimum 5 agents required for all plans. Pricing may vary based on contract length and features.
Pricing last updated: February 22, 2026 at 8:31 AM
Use Cases
- B2B SaaS companies with complex account relationships
- Technology companies requiring product feedback integration
- Support teams collaborating closely with product and engineering
- Organizations needing customer health scoring and churn prediction
- Multi tier account hierarchies (parent child companies)
Pros & Cons
Pros:
- Purpose built for B2B support with account based approach
- Customer Distress Index provides actionable churn prediction
- Strong collaboration features between support and product teams
- Good value pricing for B2B specific features
- Unlimited customer portals and knowledge bases
Cons:
- Not optimized for B2C high volume transactional support
- Limited brand customization compared to consumer focused tools
- Smaller ecosystem of third party integrations
- Minimum 5 agent requirement excludes very small teams
- Interface design less modern than newer competitors
Integrations
Salesforce, HubSpot, JIRA, Azure DevOps, GitHub, Slack, Microsoft Teams, Okta, Google Workspace, and 40+ integrations via TeamSupport marketplace.
FAQ
Last edited
February 22, 2026 at 8:31 AM by Venkatraman
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