Teamwork Desk Reviews & Product Details

Easy to set up so customers can just email their questions. All activity by a customer is easily retrieved, and the specific "ticket" is always in the single thread. Can see the last time a customer viewed a ticket. Support is always very responsive. Built in self-service portal. We can forward tickets outside our organization as needed, and the resulting dialog is not visible to the customer. Review collected by and hosted on G2.com.

If we initiate the ticket instead of the customer, we may not be able to tell if they have seen it. Review collected by and hosted on G2.com.

Teamwork makes amazing products no matter which one you use but Desk is especially great. It is super intuitive to use as an agent and as an administrator it is a snap to set up. Review collected by and hosted on G2.com.

The mobile app needs a rewrite to have more feature parity Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The intuitive features of the software allow us to effectively handle queries since it unifies incoming tickets from channels such as email and chat.

The panel is easy to use and allows us to communicate with our customers optimally. The distribution of tickets to agents is simple thanks to the built-in automations we use for this purpose. Review collected by and hosted on G2.com.

It provides remarkable performance, I have no complaints. Review collected by and hosted on G2.com.

It is easy to use. It lets you manage tickets in a shared environment, increasing productivity and promoting the search for solutions tailored to the particular needs of each client.

It has functions to automate tasks, allows us to simplify the allocation of tickets.

Unifying the inboxes makes it easier to handle incoming email inquiries, reducing customer response time.

The customer portal has also proved very useful to us, because the client can solve common problems without the assistance of an agent. Review collected by and hosted on G2.com.

I am quite satisfied with this tool, I have no complaints. Review collected by and hosted on G2.com.

Teamwork facilitates the management of tickets, it is a simple and elegant platform that allows us to connect the inboxes and unify communications by email. It provides functions to automate the allocation of tickets, and we can save time on some tasks, also allows us to monitor the performance of our service with simple and detailed reports.

One aspect that enhances helpdesk is the integration with a wide variety of third-party applications, which helps us to link the system to our technological environment seamlessly. Review collected by and hosted on G2.com.

I have no complaints about it, it has made a big difference in the management of our customer service. Review collected by and hosted on G2.com.

It is a simple solution to handle customer inquiries. It allows linking inboxes on the platform, so our support team can immediately respond to inquiries.

The system provides functions to prioritize and automate the assignment of tickets, which helps us increase the speed of response to our users. Review collected by and hosted on G2.com.

Nothing, since I've had a positive experience since I use it. I have nothing negative to highlight about the software. Review collected by and hosted on G2.com.

Teamwork Desk provides us with features to handle customer inquiries.The platform has the ability to unify inboxes and also convert emails into tickets, allowing us to prioritize queries that require more complex solutions. It provides robust features for assigning tickets to the correct agents. It is quite effective and flexible. Review collected by and hosted on G2.com.

The wide variety of features allow us to build an organized system to respond to our customers without delay. It is very useful, so far I have no complaints. Review collected by and hosted on G2.com.

The user interface is intuitive and modern. The software is easy to implement, can be configured smoothly and provides customization options. The platform allows us to organize and assign queries promptly, also unifies inboxes facilitating the receipt and handling of communications.

Provides integrations with third-party tools such as email and CRM.

Teamwork Desk is great for teamwork, it helps us provide an improved service to our customers and deliver customized solutions. Review collected by and hosted on G2.com.

I have no negative comments. Teamwork Desk is an effective solution for our support team. It works perfectly and provides great performance. Review collected by and hosted on G2.com.

It is an intuitive help desk, its interface is simple and elegant. Centralize the reception of emails and automatically converts them into tickets. The system allows us to manage tickets efficiently, improve our customer service. Review collected by and hosted on G2.com.

With Teamwork Desk incoming tickets can manage effectively. It works exceptionally well, so for the moment I have no complaints. Review collected by and hosted on G2.com.

The dashboard is easy to navigate, I like its intuitive functionality and its modern and minimalist appearance.

The helpdesk has allowed us to implement efficient management of tickets with the unification of inboxes. Now, we can receive queries from multiple channels, organize and categorize them without difficulty. Review collected by and hosted on G2.com.

The user experience has been good, so it's hard to find any negative aspect to note. Review collected by and hosted on G2.com.

The Teamwork team is constantly focused on making the product better. Review collected by and hosted on G2.com.

I can't really think of too much that I dislike. Review collected by and hosted on G2.com.

Teamwork is constantly updating their site. If there’s an issue or feature request, the customer support team is happy to help! Review collected by and hosted on G2.com.

TW is lacking in tagging field. We’ve created workarounds to make it so that we can report out correctly. Review collected by and hosted on G2.com.

It is a modern and robust help desk. It is easy to configure, allows you to manage tickets and provide solutions to our customers' problems quickly and efficiently.

Automating tasks streamlines the operations of our team. Integrations help improve performance and teamwork. Review collected by and hosted on G2.com.

I've had a good experience using the software. I have no complaints to report at the moment. Review collected by and hosted on G2.com.

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.