Team Support is very user friendly! We are easily able to look up our clients, see what tickets are out there for them, both open and closed, and make modifications. Even if a ticket has been closed, someone else can re-open that ticket (as long as they have security access) and add additional notes or provide feedback. The 'Visible to Customers' option is nice because if you want to keep your customers in the loop as to what is going on with that ticket, you can check that. If not, they will not see your comments, but will get a notification when the case has been resolved and the ticket has been closed. I would highly recommend Team Support to anyone! Great product!