The creators of Teamwork Projects have now built Teamwork Desk; a Helpdesk designed to enhance the experience your customers have with your company. Running your customer support desk shouldn’t cause hassle.
Teamwork Desk is function-rich software that gives you every advantage in managing your inbound communication and each ticket, from the moment it arrives to the time its solved, all while being invisible to customers. Desk is an all-round support hub for inbound communication and help doc creation, allowing you to be helpful 24/7. Measure what matters customer happiness, team productivity and traffic channels. Seamless integration with Teamwork Projects and the tools you already know and love.
Getting set up is easy – just check out our getting started video.
Vantagens
It's hard to point to just one thing that makes Teamwork so great, but the fact that Teamwork makes everything just so intuitive and easy to do is probably the best part. You can turn on and off features for different projects so they don't distract you from what you're trying to achieve. It's easy to get other people on the team involved and they don't need to ask a lot of questions in order to be productive.
You get recurring tasks, subtasks, due dates, isolation of users between projects and a whole host of other features right out of the box. Not every project is the same and Teamwork clearly recognizes that.
There's even a Chrome plugin that can be used to send data (like links, messages, tasks, etc) into Teamwork based on webpages you visit or information you come across that could be helpful for a project.
Desvantagens
There's very little to dislike about Teamwork.
The biggest downside is more of a data management issue than anything else, but you do have to be a little careful about using it as a dumping ground for everything. It's very easy to just start adding things like links, notes, notebooks, etc, and then forget that they're there or lose track of them. The search capabilities are really good, but if you forgot something was there, you might have a hard time tracking it down.
Tags appear to be global in a way that makes them visible across all projects and all project groupings. Not the end of the world, but you want to be consistent about naming them or making sure you don't put something like 'problem-customer' in there, which might be seen by people who could get offended, especially if it was on something they requested.
Honestly, I'm hunting for things to complain about. I've used a ton of different tools like this and Teamwork is by far the best one I've found.
Hi Mike,
Thank you for your review.
Great to hear all your pros, especially your use of the Chrome plugin.
Your best practice and advice on data management and being organized is very useful.
Check out our powerful new filter options, the following blog post will explain it in detail https://blog.teamwork.com/powerful-new-filter-options-now-available-teamwork-projects/.
Kind regards,
Wes
We've been using Teamwork Projects and Teamwork Desk for several years and we're generally happy. The landscape of this type of software changes/evolves regularly and every few years we review our options. We recently reviewed other systems and decided to re-commit to using TW Projects and Desk, but use some other services that integrate with Teamwork.
One of the notably missing features from TW is a timesheet review process. Timekeeping is very important to our business and we need a system that will automatically close out timesheets at the end of the week and enforce a timesheet submission and approval process. We evaluated several options and decided to use Harvest App. This integrates with TW and has a timesheet approval system, and it has invoicing and reporting features that are generally better than TW.
There are also some workflow/productivity improvements that could be implemented, and I've made my case to Teamwork several times over the past several years to implement these minor changes, but so far my requests have not been adopted (and I have not been told they are not feasible).
For example, in TW Desk, when an agent posts a reply, they have the option to "reassign" the ticket to another agent in the same step as posting the reply. In TW Projects this functionality does not exist. This means when a user posts a comment in Projects, if they want to assign the task to another user, they must go through several steps to "edit" the task. Not only is it a slowdown in the workflow, but users forget to do it. In a busy office it's important that tasks get properly assigned so that everyone knows who is responsible for a task.
Another particularly annoying problem with TW Projects is notifications. There's no practical way to simply "notify" a user that a task has been created without either "assigning" the task to that user, or making the user a "follower" with the setting "all notifications".
The implication of this limitation is when creating a new task you must choose between users getting no notifications that a task has been created, or being inundated with notifications. Perhaps we're not using the application properly, but I've brought this limitation to Teamwork's support team on several occasions and have never received a helpful answer (that we're doing it wrong, that it can't be implemented, or it will be implemented). If anyone at TW wants to contact me I'll provide more details.
Thanks!
Hi Daniel,
Thanks so much for the review. We really appreciate you taking the time to write it. We're delighted to hear that you've had a positive experience with both Teamwork Desk and Teamwork Projects.
I'll pass on your feedback about timesheets, invoicing and a smoother process for assigning tasks to the team for their consideration.
You can set a person as a follower of a task and set them to receive all notifications, only status changes, or only comments. I hope this helps.
If you want to talk future we're always at the end of an email just shoot a message to [email protected] and we'll get back to you right away.
Best regards,
Therese
We use Teamwork Projects fairly heavily in our office with over 85 projects on the go. We had an issue with our team using Google Apps, not responding to customer requests and people not know where issues or support requests were at.
I reviewed Teamwork Desk, Freshdesk, Zendesk and a few other systems, the winner was easily Teamwork Desk due to its direct integration with Teamwork Projects.
Our staff use it all day and the ability to create a task for the projects they are working on, in the same window, its vital to keep us moving quickly through support requests and turn them into billable hours.
On the flip side if you are in teamwork projects and need to view a customer communication its one click away.
I would like to see a better integration between desk and projects, where we dont have to enter customers in 'twice' and have customers and organisations sync across the two, and I'm sure its in development.
If you're used to Zendesk, its a bit cluttered compared to it, but once you get the hang of it there's some great features which makes it customisable, such as tags and smart inboxes.
The built in KB is great and its fully customisable via CSS and you can use your own subdomain with a cname hook up, pretty easy to get going in under 5 minutes.
If we didnt use Teamwork Projects though we probably wouldnt use Desk, as its a system made (imo) for the teamwork ecosystem.
Vantagens
Works great with Teamwork Projects
Has all the features of any desk system
Helpdesk, submit a ticket function and CNAME for vanity subdomain
Desvantagens
A bit clunky
Integrations are still behind competitors
Sometimes its hard to find the right setting to modify something
Hi Harry,
Thanks so much for taking the time to write this review. We really appreciate your feedback.
I've passed on your comments to the rest of the team and we're all delighted with the 9/10 review.
We're glad you enjoy the integrations between Teamwork Desk and Teamwork Projects. We plan on making them even more tightly integrated in the future so watch this space :).
I've added your suggestions about making the tool more user friendly to our feature request list. We'll work hard to try and make the app the very best it can be.
In the mean time, if we can do anything to improve your experiences with any of the products please let us know at [email protected]
Thanks again,
Therese
We stumbled upon Teamwork Desk soon after it launched. Its feature set and pricing structure fit our company very well.
Their ticket pricing model let us have lots of agents (despite low ticket volumes) without sending our fixed monthly overheads through the roof to add each agent. It means we can assign tickets to each staff member and keep everyone in the loop. Everyone can help in the support effort and tickets no longer fall through the cracks. They also have more traditional per-agent pricing if you have high ticket volumes and prefer that kind of model.
There is a help desk so everyone on our team can publish articles to common questions. There is full control over the templates so you can change the look and feel to match your brand.
Their development pace is phenomenal. They really listen to feedback and the product improves every month. I'm really impressed with the level of support they provide - I just hope they are able to maintain that as they grow!
We evaluated a few solutions before choosing Desk. Happy to recommend!
Vantagens
Modern fast responsive interface.
Good pricing - particularly the per-ticket model which works great for us as a startup.
Great integration with email for some of our team who prefer to work in outlook!
Internal notes means we can discuss tickets privately but in context.
Activity view so everyone can see whats new without getting hundreds of cc emails
Accompanying projects site which you can raise tasks in relating to tickets
Automated reminders if a ticket is left unanswered.
Customisable auto-replies and canned responses.
You can merge or split tickets which is useful.
It prompts customers to rate our support which is good for feedback
Built in help desk (knowledgebase) means our agents can publish FAQs easily. You can also have a private help desk for internal agent use only.
Great mobile apps - great to see recent support activity.
Can see customer's previous queries at a glance.
Fast development pace - yet software seems very stable and reliable
Excellent support - fast and detailed.
Desvantagens
No major cons for us really...
I'd like a contact widget that offers help desk FAQs as part of the submission process or maybe a helpdesk widget we can embed on our site.
It expects customers have an email address - we log telephone calls into desk but sometimes have to invent fake email addresses.
We can't group customers. Often several people from a company might contact us about an issue or even the same issue. Apparently support for this is planned soon.
Hi James,
Thanks so much for the wonderful review.I've shared it with the team here. We really appreciate you taking the time to write it for us.
If there's anything we can do to help you and your team on Teamwork Desk, please don't hesitate to ask.
Best regards,
Therese
We have streamlined the recurring tasks and the accountability to complete them.
Vantagens
* The customizable templates are the key feature that drew us away from ASANA.
* The ability to assign and view the templates in a variety of ways is what drew us away from Process.st.
* The customer service has been amazing... and we are still using the free - not paid - product.
* The mobile app is very good and is actually used by my staff.
Desvantagens
* The product has a little more learning curve and other products we have tried, but the trade-off was increased functionality with better features
* There are some features I really, really want that are lacking such as an integrated scheduling and timeclock software. My perfect product would allow me to assign task lists as I make a schedule, and any scheduling software should be integrated with a timeclock to track tardiness and absences. (Hey, Teamwork, if you ever look at building this into the product, please talk to me -- I have a lot to say about this!)
* There is no easy way to conclude a task list unless all tasks are checked as completed. I need a way to close task lists even when some items are incomplete. My business is an animal hospital, so there are times when some tasks are deferred to attend to emergency cases. Another team member on another shift will complete the deferred task on his or her own task list.
Hi Rae,
Thank you for your review.
We are happy you are utilising the additional functionality and can see the trade off between the learning curve and benefits of the software.
We would like to hear what you have to say about additional features, feel free to email us at [email protected]
We are constantly improving and adding to our features, check out our roadmap to see what is on the horizon.
https://www.teamwork.com/roadmap?product=desk
Kind regards,
Wes
$5.00 per agent/pm (Basic)
$20 per agent/pm (Pro)
Abaixo estão algumas perguntas frequentes sobre o Teamwork Desk.
O Teamwork Desk oferece os seguintes planos de pagamento:
Modelo de preços: Assinatura
Avaliação gratuita: Disponível
$5.00 per agent/pm (Basic)
$20 per agent/pm (Pro)
O Teamwork Desk oferece os seguintes recursos:
Os clientes habituais do Teamwork Desk são:
Grandes empresas, Empresas de médio porte, Pequenas empresas
O Teamwork Desk está nos seguintes idiomas:
Árabe, Chinês (simplificado), Checo, Danês, Holandês, Inglês, Filandês, Francês, Alemão, Húngaro, Indonésio, Irlandês, Italiano, Japonês, Coreano, Norueguês, Polonês, Português, Russo, Espanhol, Sueco, Taiwanês, Tailandês, Turco, Ucraniano
O Teamwork Desk tem os seguintes planos de preços:
Assinatura
O Teamwork Desk é compatível com os seguintes dispositivos:
Android, iPhone
O Teamwork Desk se integra com os seguintes aplicativos:
APIANT, Campaign Monitor, ChurnZero, Mailchimp, Nectar Desk, PieSync, Robly, SharpSpring, Teamleader, Teamwork Projects
O Teamwork Desk oferece as seguintes opções de suporte:
FAQs, Suporte online, Suporte por telefone, Tutoriais em vídeo
