Teamwork Desk

PROS & CONS

What are the best aspects of this product?

The helpdesk tool that brings huge relief in our company each day, especially that it handles all of our clients and their needs for support seamlessly. Teamwork Desk allows quick response through its smooth UI, as well as it lets us conveniently mark proper status for each ticket then point them to specific support staff. This helps us prevent unnecessary mishaps from taking place every so often. And the platform has a dependable team of support staff that caters to any issues in the least possible time. They help in diagnosing and resolving different tech issues within the platform too.

What aspects are problematic or could work better?

The reporting system needs improvements in terms of some important aspects. For example, it doesn’t feature built-in company time settings. Meaning, it is quite difficult to accurately estimate the time of initial responses and resolution of tickets.

What specific problems in your company were solved by this product?

It has solidified our helpdesk system significantly. This helps us provide a fast and quality response for client support. That makes clients are greatly satisfied with our services.

Are you a current user of this product?

Yes

What do you like best?

The Teamwork team is constantly focused on making the product better.

I can't really think of too much that I dislike.

Helps to manage incoming help requests. We also use it to capture initial lead communication when demos are setup via our marketing sites.

PROS & CONS

What are the best aspects of this product?

We use Teamwork Projects to manage all our projects and see to it that we satisfy the needs of our clients. However, we were faced the problem of customer support where clients would need our help whenever they encountered problems with the use of our applications. Luckily, we came across Teamwork Desk which is similar to the Teamwork projects. We were able to take care of the problem we had with customer support and it was just what we were looking for. The Teamwork Desk team is reliable and offers the best functionalities to streamline our customer support. We are able to communicate with our clients and developers such that, when a client raises a query, we are able to assign that query to a specific developer based on the type of issue at hand.

What aspects are problematic or could work better?

Despite it offering what we were looking for, it still requires some improvements especially when integrating or working together with our Teamwork projects. For the case of integration, it should be able to work hand in hand with what we already have in terms of complementing each other. For example, the ticket from customers should be able to merge with the task for our Teamwork Projects. This would help make things easier as we can manage the ticket together with the task under one platform. Also, it would be better if one was able to respond to an internal message or comment without sending the reply to the client, for the case of a private message via email.

What specific problems in your company were solved by this product?

Before we had the Teamwork Desk for our customer support, it was difficult to attend to the needs of our clients. Whenever they had an issue and wanted to communicate to our production developers, it was not possible to reach them as we had to hide their contacts. This meant that they would have to communicate directly to our admin staff who did not have the expertise to help solve their problems. Luckily, with this tool, we can manage ticketing with ease and assign tasks or those tickets to specific developers based on there are of expertise. After we assign them the tasks, the developers can directly contact or communicate with the client through the ticket and help them out accordingly.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

It helps to improve the visibility of your projects. If you are managing a current project, you can schedule tasks in a way that when one is complete the other one takes over. On the same note, you will be able to plan better future projects as you will be able to seal all the gaps that may lead to tasks clashing depending on the issues that you underwent in the previous projects. In short, it helps you to improve your project management function as you are able to learn from past mistakes and correct them in future. It also helps you to monitor and track the progress of each task in your projects.

What aspects are problematic or could work better?

As a team member for a project, you can follow different tasks to keep track of them such that, when any change takes place in that task, you will receive a notification in the form of an email. This is a good thing as you will be able to monitor every task that you are interested in. However, some of these notifications may be overwhelming especially when the project is coming to an end as you might not be able to know which notification is the latest among the ones you have received. This can bring about confusion on the latest changes the task has gone through.

What specific problems in your company were solved by this product?

It has improved how we see the project in terms of monitoring the progress. Previously, we used Asana to help manage our projects and tasks associated with those projects. It did not provide the visibility we needed as it was unable to show us the impact the changes made on the tasks had on the entire project. With Teamwork Desk, we are able to determine this and make the necessary adjustments as a team. We are also able to know when the tasks are due to completion and thus assign them to different team members which helps avoid different tasks from clashing.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

To start off, the software offers an intuitive and simple interface. You do not have to spend much time training the staff on how to use it. When it comes to ticketing, it makes everything easy for us. Each ticket as assigned to a user which allows you to manage all the tickets with ease. It is simple to set up the tool based on the needs of your business and also offers the right control for your staff. On top of that, it is cheaper when you compare with other similar tools in the market and thus efficient.

What aspects are problematic or could work better?

The grading or review or rating system for our support staff based on the tickets completed was not that effective. It took time to respond to when we complete or close a particular ticket. Whenever we would mark a ticket as complete, we expected that it would send a review questionnaire for that particular ticket. However, we did not get that as the ticket would still indicate that it open while it is complete. The response took weeks which made this feature unreliable for staff rating. This meant that a review would be sent weeks after the complete or closure of a ticket. In the end, we had to turn off this feature as it was not of help to us.

What specific problems in your company were solved by this product?

It has helped us with our billing tasks. Whenever tickets are sent out, they need to be billed accordingly. Before we could implement this tool, such billing was not up to standard which was an issue. The reason was that we were unable to manage the high requests we got from customers and thus missed out on this severally. Luckily, we can now track all the tickets with ease as when we receive a ticket, there are notifications which are sent to the project manager and his team. After that, a quote is given and tickets assigned to users. In short, it has managed to streamline our ticketing tasks.

Are you a current user of this product?

Yes

What do you like best?

Teamwork Desk single single-handedly makes my job and life easier every day. My company has 170+ clients and all of their support requests are funneled through Teamwork Desk. I love that I can respond directly in the easy-to-use interface, assign the ticket to the appropriate team member, and even set a priority/status for the ticket. Without TW Desk, things would fall through the cracks much more frequently. In addition, the Teamwork staff is so fantastic--they're quick to troubleshoot any issues and accommodate feature requests in a timely manner.

It would be nice if the reporting feature was a bit more robust. For example, I'd like to be able to set "business hours" in the platform so that our first response times and time to resolve tickets were a bit more accurate and didn't require manual math.

Thanks to Teamwork Desk, we're able to streamline client communication when it comes to support tickets. Without this platform, our clients would not enjoy such quick response times from our team.

What do you like best?

Flexible user system that allows us to share Tickets with various team members, outside contractors, and control how much information is shared with the customer.

Website is awesome. Wish the mobile app were a little more efficient.

Check out the ability to create multiple "desks" under one account and utilize users across them.

We needed a tool that would allow various team members to track tickets and time and share a limited layer of visibility to customers. Teamwork was the only solution I found that worked the way we needed it to.

What do you like best?

The most unique thing I love is that "part-time" agents are free. Part-time being any agent that responds to fewer than 10 tickets a month. That means my devs can all have accounts to get in and look at the occasional ticket, maybe even respond, without paying for accounts for everyone.

It also "just works" which is great. It was easy to setup triggers and canned responses (which include rich HTML like links and tags for things like customer/client names, dates, etc...

Support has been readily available via live chat, email and by phone, and Teamwork support has really been wonderful both before and after signing up.

I also loved their free trial that lets you actually switch plan levels while in trial so you can actually see what features are included vs. not. That let use deterime the mid-range plan solved all out needs and saves us a lot of money.

I would have liked a few common pre-built triggers for things like closing a ticket without a response for 72 hours. I also wish it was a little tighter integrated with Teamwork Projects (less jumping back and forth.

I would also like direct live chat integration where a chat can be converted into a ticket. They integrate with a live chat server called Pubble that I'm not familar with yet. Might try it out.

Customer support for software support and account issues. We were managing this across multiple systems (forums, email accounts. Teamwork Desk has streamlined everything into one dashboard.

What do you like best?

The fact that it integrates with Teamwork Projects.

I don't like that you have to pay an additional fee to use it.

If you use TW Projects and are using another support/desk solution, switch!

Keeping my inbox clean! I can divert requests for quicker customer service and encouraging my clients to use it has helped me get things accomplished faster.

PROS & CONS

What are the best aspects of this product?

We use Teamwork Projects to manage all our projects and see to it that we satisfy the needs of our clients. However, we were faced the problem of customer support where clients would need our help whenever they encountered problems with the use of our applications. Luckily, we came across Teamwork Desk which is similar to the Teamwork projects. We were able to take care of the problem we had with customer support and it was just what we were looking for. The Teamwork Desk team is reliable and offers the best functionalities to streamline our customer support. We are able to communicate with our clients and developers such that, when a client raises a query, we are able to assign that query to a specific developer based on the type of issue at hand.

What aspects are problematic or could work better?

Despite it offering what we were looking for, it still requires some improvements especially when integrating or working together with our Teamwork projects. For the case of integration, it should be able to work hand in hand with what we already have in terms of complementing each other. For example, the ticket from customers should be able to merge with the task for our Teamwork Projects. This would help make things easier as we can manage the ticket together with the task under one platform. Also, it would be better if one was able to respond to an internal message or comment without sending the reply to the client, for the case of a private message via email.

What specific problems in your company were solved by this product?

Before we had the Teamwork Desk for our customer support, it was difficult to attend to the needs of our clients. Whenever they had an issue and wanted to communicate to our production developers, it was not possible to reach them as we had to hide their contacts. This meant that they would have to communicate directly to our admin staff who did not have the expertise to help solve their problems. Luckily, with this tool, we can manage ticketing with ease and assign tasks or those tickets to specific developers based on there are of expertise. After we assign them the tasks, the developers can directly contact or communicate with the client through the ticket and help them out accordingly.

Are you a current user of this product?

Yes