Teamwork Desk Reviews & Product Details - Page 3

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.

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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. Review collected by and hosted on G2.com.

It is an efficient platform, among the essential features provided by this ticket management and reporting tool.

It is efficient to organize tickets and prevents two agents from working on the same ticket, their functions help reduce repetitive tasks. It also provides a powerful analysis tool, useful for measuring productivity and customer experience. Review collected by and hosted on G2.com.

No complaints since it integrates smoothly into the workflow. Review collected by and hosted on G2.com.

I like that I can assign to an individual and assign a priority, include an attachement, and leave a note visable just to the assignee. I like that I can look at a customers history and their company history so that I know Review collected by and hosted on G2.com.

I don't like that there is no alert for incoming cases. There are for chats but not new cases. If I'm working on something else I have to keep coming back to look for new cases. I wish I could merge multiple forms of communication. Sometimes I have a call and an email regarding the same case but they have to be new/different case numbers. Review collected by and hosted on G2.com.

Easy to use, clean UI, custom settings do not require code, constant support available, managing the system is easy and allows for efficient processes and work for company Review collected by and hosted on G2.com.

Could use some more custom features. Requesting custom features to company no matter how small or large don’t always come as needed or as fast as one might like Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Website is awesome. Wish the mobile app were a little more efficient. Review collected by and hosted on G2.com.

The fact that it integrates with Teamwork Projects. Review collected by and hosted on G2.com.

I don't like that you have to pay an additional fee to use it. Review collected by and hosted on G2.com.

I love that this program integrates nicely with teamwork projects - the task management program we use. It also helps us as a team manage emails coming in and make sure our clients are taken care of. Review collected by and hosted on G2.com.

It would be nice to have some type of time tracking for each ticket. You can track time in teamwork projects, but this integration is not yet available for teamwork desk. Review collected by and hosted on G2.com.

Being able to put your support tickets in system is a great way to stay organize. Thats exactly what this product was designed for. You can embed a script and add it to your website for support that customers can simple create a ticket in a matter of seconds. Once the ticket has been created your team will be notified through email. Review collected by and hosted on G2.com.

Would be a nice feature to have email reminders if a ticket hasn't been filled out in 48 hours. This way you can make sure everything is in and out in a timely matter. Spam does enter the system luckily you can make the items as spam but this could be annoying if you had tons. Review collected by and hosted on G2.com.

I like that with a few simple clicks and a basic understanding of the website, I can filter my home page to see exactly what I need to get done and when. Review collected by and hosted on G2.com.

It is extremely comprehensive. I have been using it for 9 months now and still have so many questions. I often still get advice and explanations from coworkers, and am constantly learning new features. As nice as that it sometimes, it can get really frustrating when I want to find out something basic and it's hard to do. Review collected by and hosted on G2.com.

The customer service is great. Most queries are answered within the business day. And their sense of humor is the perfect touch for potentially stressful situations. You almost want to be friends with the folks who run it.

Teamwork is designed to improve communication within a company and organize projects company-wide and it excels in each of these areas. You can customize projects, assign tasks, make the tasks conditional (i.e., Y not to be completed until X happens), set deadlines, send reminders, chat with coworkers, take notes ... Review collected by and hosted on G2.com.

Sometimes I worry that Teamwork is trying to do too much. A minor dislike. It's got file sharing and storage, messaging, notifications, calendars, task assigning and managing. Your company can almost do everything it needs to do in this one program, which means there's a lot to learn and a lot you can forget. It's trying to be a jack of all trades, master of all trades. Review collected by and hosted on G2.com.