Teamwork Desk - Avis

Easy to use Application with Sleek UI

Commentaires : Able to support day to day functions well, reliable but could improve in generating useful analytics that help motivate agents to perform better.

Avantages :

Teamdesk was designed very nicely with simple UI yet very functional. Has successfully implemented the software with 80% of the workforce using it daily.

Inconvénients :

The ability to export information and flexibility of creating user definable analytics report for management viewing.

Teamwork at SSI

Commentaires : Ticket Management and Project Management -- SSI uses the Project Management every day we switched from BaseCamp which had very good Project Management we have found Teamwork to equal or surpass Basecamp in this aspect -- but switched for the Ticket Management -- We previously had NO Ticket Management -- As a growing Company with 200+ Customers we had to Automate Ticket management to provide the level of support required by Customers

Avantages :

SSI uses the Project Management every day -- but switched for the Ticket Management -- We previously had NO Ticket Management -- As a growing Company with 200+ Customers we had to Automate Ticket management to provide the level of support required by Customers

Inconvénients :

at this time I do not have any negative or issues

Too many major issues. Would be perfect otherwise, easy to use, beautiful interface.

Commentaires : The customer service team offer fast and friendly responses. I really hope they sort out the cons, otherwise we will have to go elsewhere.

Avantages :

easy to use, beautiful interface, lots smarts... seemingly does everything you need and more.

Inconvénients :

• No integration between Desk and Teamwork CRM Companies/contacts which is absurd. • If a spammer contacts our desk, a customer/contact is permanently created, issue raised a year ago and not fixed. Our client database is a now mess, it cannot be maintained due to these spam contacts. • No way to archive a customer who has left. If customer is deleted, all ticket history is deleted. • Reports constantly fail to load in dashboard.

Easily the best support management tool

Commentaires : Great product from a great company, always very quick to reply if you request support from them or need their assistance.

Avantages :

Easy to setup and use, teamwork desk provides the best solution for anyone managing a support desk. You can assigning incoming tickets to agents and agents can gain assistance from colleagues using the notes feature.

Inconvénients :

Some features are only available on the higher costs subscription packages

Why Rhino Users Teamwork Desk

Commentaires : We use Teamwork Desk as a means of taking care of our clients and their employees on a daily basis. Whether it is Desktop support related or related to a task inside of an ongoing project, we use this every day!

Avantages :

I have used Teamwork products on and off for over 7 years now. Everytime I come back (frankly because everything else out there is not as good), I am impressed by all the work that has gone into it while I was gone. This time, I came back because we have some large projects and I was migrating away from Saleforce.com. The product simple to set up, it does what we need it to do and it integrates with many of the services we use every day to support our client base. The other thing that I love about Teamwork, in general, is the support. I am in the US on the Pacific coast and Teamwork are in Ireland. Regardless, I am always replied to in a timely manner and the responses I get are not canned (something I hate about other organizations and their attempt to shove support into a dark closet).

Inconvénients :

Missing features would be such things as: * Integration with Ring Central or 8X8 or Mitel hosted VoIP platforms. * Integration with remote access software like, SplashTop (splashtop.com) or LogMeIn. *Two way integration with Teamwork Projects and Teamwork CRM and Teamwork Chat. This little gem would be a game changer as I imagine being able to do data entry about a client in the CRM and have all of their company contacts, and information propagate across all the products so my team does not have to go hunting for information. * Integration with IT Glue (itglue.com). This is quickly becoming an industry standard platform for MSP documentation and it would be great to pull up all the machine data for a client who sends us a ticket from inside the ticket. There are more but this is a good start ;-).

Easy to Use, Hands Down could NOT run our company without it!

Commentaires : Overall we love teamwork. The customer service is excellent and the product is without a doubt the best in the industry. We couldn't work without it.

Avantages :

We love that the email tickets and the projects integrate with each other so we can make tasks right out of the clients email request and attach info, docs, photos, close the task and update it from within Desk! We also love that Teamwork Project is customizable to our company so we can easily customize things to fit our needs. And lastly we love the time tracking and billing. Everything we need to run our company smoothly is included so we don't have to split our resources.

Inconvénients :

Integration took some time but overall the learning curve was easy. We would love to see better time tracking for employees so we can see time logged over the course a day, week or month and comparison of tasks so we can see averages of how much time the same task takes across projects and where it might have taken longer or less time on certain projects for accountability and task efficiency. The phone apps also need improvement. Desk tickets can not be sent from within the app and functionality is severely limited. Downtime has also been a little bit if a pain, but we are ok with these for the most part because customer service usually fixes them pretty quickly.

Love Teamwork Desk!

Commentaires : Teamwork Desk has been a breeze to work with. They have worked with me to resolve any bugs I noticed, and also have worked to implement features that continually make the product better. I would recommend them to anyone looking for a customer service ticketing service.

Avantages :

Ease of Use. Ability to see workload of each team member at a glance.

Inconvénients :

I don't see any cons from my viewpoint...

Desk has been nothing but great to us 😁

Commentaires : Desk has been nothing but positive. We switched from using Gmail to manage over 50 clients communication. We've noticed a steady increase of efficiency as well as we are no longer missing things as we are able to track everything inside of the portal.

Avantages :

Desk has a great ease of use. It looks great, it functions exactly how you think it would, it allows us to track our clients as well as keep notes on past experiences with them and the actual conversations we have had with everyone all from one page. It also has very stable and we have only ever had to go down once for a very short period of time over the course of two years.

Inconvénients :

It does cost additional for help documents but our team does not find we need those.

I know what i'm talking about

Avantages :

There are three big reasons to write this review: 1) This software help us a lot to get sh.t done 2) Price is perfect, not cheap, not inexpensive, not expensive: Perfect 3) And last but not least, they are continually evolving excellently.

Inconvénients :

I see they are surrending to slack and chat is not as good as it can and should be

Teamwork Desk for Support management

Avantages :

- All of your tickets in 1 view - Easy to add "notes" for other team members - Easy to assign tickets with own inbox - Good integration with Gmail

Inconvénients :

- Sometimes it's "offline" - Sometimes you can't find tickets - No option to "flag" tickets when they are overdue

Teamwork became the backbone of my business

Avantages :

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.

Inconvénients :

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.

Great Software

Commentaires : I absolutely love the product. I have been able to integrate with slack and forward all emails to the assigned ticket agent to their own channel. This saves me a lot of trouble. The platform has cool training wheel capabilities and is over all very easy to use.

Avantages :

I absolutely love the product. I have been able to integrate with slack and forward all emails to the assigned ticket agent to their own channel. This saves me a lot of trouble. The platform has cool training wheel capabilities and is over all very easy to use. I love the automation possibilities and online support.

Inconvénients :

Integration was fairly simple though STMP error was not easy to uncover at first, but was very easy to fix once discovering this was an error. Lack of control over automation. It is really good, but I would like the ability to toggle automation. i.e. adding tags, removing tags, then being able to add them back based on different circumstances. The first time I made an automatic email reply, I didn't know what the "apply to all tickets" checkbox at the bottom did. I thought, "of course I want this to apply to all tickets" and accidentally emailed every customer on every single closed ticket we ever had with no way to stop it once it had started. Pretty much my fault, but could be easily avoided by a note on hover or something with a better explanation. It was funny though :) I wish I could determine how many business hours had gone by. Our SD is open 8am - 8pm m-f and it is difficult to determine how many business hours have gone by since a ticket was worked on. I'm currently writing a chrome extension to make these conversions for me. This would be an AMAZING feature! I'd like to be able to use variables in notes like you can in a canned response or email.

Some things are missing to make it great

Commentaires : In Vision to Action, we use Teamwork Desk, to help IT Teams who are developing, to begin registering incidents, problems and requests. We found TW desk very easy to use. We have a problem using the dashboards and reports given the fact that we can´t configure SLA´s for the diferent tipes of incidents, and priorities. On the other hand, our teams, doesn´t work 24-7, neither their customers. So when we look for the time of response or resolution, we found thath those are not correct. It will be very useful, if we could set the working ours for each agent and day of the week. Finally, if you could translate desk to spanish. People in Latin america will adopt it easier Thanks.-

Avantages :

Easy to use.

Inconvénients :

We have a problem using the dashboards and reports given the fact that we can´t configure SLA´s for the diferent tipes of incidents, and priorities. On the other hand, our teams, doesn´t work 24-7, neither their customers. So when we look for the time of response or resolution, we found thath those are not correct. It will be very useful, if we could set the working ours for each agent and day of the week. Finally, if you could translate desk to spanish. People in Latin america will adopt it easier

Look no further!

Commentaires : We use Teamwork Desk to direct all of our client support and customer service requests to the right place so they can be taken care of by the right person at the right time. The Teamwork integration means we can quickly create tasks and assign them to people while support agents can easily monitor and see the progress on any task related to one of their tickets.

Avantages :

Teamwork Desk is the perfect support system with the best value for the money.

Inconvénients :

I wish you could put better notes on a customer's account. It would be handy to e able to add detailed notes about a company or a customer that other agents could read.

irreplaceable ticket tracking software

Commentaires : On a daily basis I constantly get requests to handle this or that from all of our account managers, sometimes even from our directer of operations. the ability to track all of these tickets is a life saver. i have had a request come in to cancel a client or make a particular change to their IVR, only to have it come into question at a later date. the ability to search and find the specific request, who sent it, what i did, and when have been a saving grace on numerous occasions.

Avantages :

The thing that i like most about the teamwork desk is that i can keep all of my work orders neatly filed and accessible. The program gives me the option to have various outcomes of each ticket that comes through.

Inconvénients :

I feel maybe the layout of the interface could be a little more user friendly or easier to find specific items.

Changed the business!

Commentaires : Switching to Teamwork Desk changed my business! It enabled me to get away from incessant emails, build a better, more efficient team, and make sure my client's needs are being taken care of systematically. **It got a 4 for functionality because I wish that it connected seamlessly with Teamwork Projects' time tracking tool and billing.

Avantages :

Tagging, categorizing, and triggers are helpful. API with Zaps are a must now-a-days and it helps!

Inconvénients :

Timing tracking syncing with Teamwork Projects timing tools. It's tough to breakout all of the users who are working on a ticket and add them. Then having to go back and forth to get the billing amount (based on hours worked). 1. It does not include the Subject line so we can't tell which website or customer it is. 2. It does not keep the breakout of hours/minutes by user. 3. It does not include the ticket number.

Great CS software

Commentaires : We've been using Teamwork Desk and Teamwork Projects consistently for about 6 months now. I've trained in a new CSR with it and it's been very easy to use, quick to learn and a great tool for our customers. I'm so glad to have all cs requests going thru TWD instead of my personal email for our small and growing company. One feature I would love to see is having the ability to assign multiple email addresses to one customer. Only one issue I've experienced that I don't think there is a solution for except for educating my customers is that they must reply above the line instead of adding their remarks to the email thread below the line. The integration between Desk and Projects is fantastic. The few times I've contacted Teamwork support has been an excellent experience with responses within 24 hours. Only once was the issue on their end, the others were user-error/learning curve on my part. Still trying to figure out Teamwork Chat. I think this may be a useful tool, but the learning curve seems a bit longer, and due to other avenues my team and I communicate, we haven't taken the time to immerse ourselves in it. Thank you Teamworks! Keep up the good work!

Wonderful Help Desk Software

Commentaires : We utilize the desk system for our own client issues. We also utilize another instance for clients' customer issues.

Avantages :

Teamwork Desk has amazing features. The automated responses and customization to the ticketing system and help doc area are superior to other help desk/ticket software.

Inconvénients :

Due to the deep customization options, there is a level of complexity required to configure external email and other connections and configurations. May require a technical person to firm everything up.

Such an amazing tool. More than just a Project Management tool.

Avantages :

It has helped us collaborate across over 10 countries and multiple time zones. It helps us track our documents, share them and have a single point of reference. Although we have only used minimum capabilities, it has still made a huge contribution to our projects tacking successfully.

Inconvénients :

I can't see who access what document. This would be useful, particularly when I am trying to track who has contributed to set tasks.

Great task management software

Avantages :

It has all the tools that you need without cluttering individual users with features they don't need or want to use. I also like how you can store all information you need about individual clients in their folders (passwords, notes, tasks, etc.) The sub-task feature is also really useful if you want to break out a larger project into pieces and assign those separately. Being able to sort tasks according to different tags also makes it possible to target specific things when you have a huge task load.

Inconvénients :

Sometimes the search feature is quirky. Task lists can also take a long time to load and scrolling through sometimes overwhelms the software, but I don't really see a way around that.

As Teamwork Administrator for our company, I find the product to be a good for our company.

Commentaires : Accountability and improved efficiency

Avantages :

I like the ease of use; versatility of task lists; and how the site improves the office efficiency overall.

Inconvénients :

I find that it is difficult to customize and when customer service is asked for a specific request, most times the answer is "we cannot do that.. I also asked that a task Lead option be added to designate who is the Lead, when multiple are added. My preference is my first request for the default setting.

Useful

Commentaires : Very responsive and helpful team when you ask questions via chat or email.

Avantages :

Pretty user friendly with ability to setup canned responses for quick messaging. You can respond to tickets both through desktop and mobile app.

Inconvénients :

There is no automatic after hours feature that you can set a time frame to label tickets that come in during non office hours.

Construction To Do List

Avantages :

We use this daily to keep up with certain task that needed to be completed with in the office. We don't use it for project upkeep. The calendar is perfect and so easy to work with.

Inconvénients :

Using teamwork on the computer is a lot easier than on the app on the phone. The calendar does not flow the same on the app

NO MORE Sticky Notes

Commentaires : Teamwork makes my life so much easier! Although Teamwork has a lot of functionality I don't use, it has just the right amount of functionality that I need. I would say that the Doc Editing and Time Tracking functionality are the two best features in my world because I can track the time I spend in each project and when I am editing a document, no one else can change it until I am finished with it and have unlocked it for further editing. Teamwork is user friendly, easy to train others how to use it, and works well with all my projects. There are many integrations I do not use, but the ones I do use are great so far. Customer Service is easy to contact and very responsive. The overall look and feel of Teamwork is very nice and it seems to really suit everyone in our department very well even though we all work on different types of projects. I'm extremely happy that our company allowed us to invest in and utilize this software.

Avantages :

Doc Editing and Time Tracking

Inconvénients :

Better and More Granular Reporting for Management

Easily setup your help desk

Commentaires : We use this on a daily basis to communicate with our clients and solve issues. You just pass them an email, and you can manage all the conversations in the platform and assign agents depending on the client.
So far, we have no complaints with this software.

Avantages :

Easy to setup, easy to track tickets, communicate with other support members and the client. Faster response times means happier clients.

Inconvénients :

The onboarding process could be a little better. When we first started, we didn't know how to setup the platform to allow certain filters or views by default. The customer support was pretty quick with this tho.