Teamwork Desk Reviews & Product Details

Teamwork Desk is pretty easy to use. It has a lot of features and capabilities built in as well as efficiencies and automations. It has provided us with a centralized ticketing system for a few teams (as users) to receive and manage requests and questions. Helps us to track tickets, progress, etc. We use it daily, and it has helped us stay on top of requests and tickets as compared to having them sent via email. Review collected by and hosted on G2.com.

Do not have too many dislikes. The bigger challenge was just getting used to it - change takes some time and adjusting. I think there is likely a lot more we could do to better utilize and take advantage of what is available. Review collected by and hosted on G2.com.

I am thankful for the intricate features that keep tickets organized and searchable. The "Follow" feature is helpful when you aren't the one who needs to reply but you want to ensure that the customer is responded to, and the modern design of Teamwork Desk far surpasses the other helpdesks on the market. Review collected by and hosted on G2.com.

Adjusting some of the settings, such as notifications, can be a bit tricky to find, but the only real "complaint" I have is that I have to turn on our Auto-Away message the minute I want it to go live (so I have to work on a holiday to turn it on) rather than having the option to pick the days it is active for. This is also relevant for turning it off. Many times we forget the auto-away message is on until a customer tells us it is still active. Review collected by and hosted on G2.com.

In TEAM WORK, the self-serviceable ticketing feature is an advantage of this tool, along with automation and good API integration. Additionally, it offers unlimited 24/7 customer care service. Review collected by and hosted on G2.com.

The system does not have IVR, video call facility, live chat, and lacks social media integration. It is not user-friendly with a customer forum and sometimes lacks proper historical inputs. Review collected by and hosted on G2.com.

Seamless integration with Teamwork projects Review collected by and hosted on G2.com.

User interface is a bit difficult to interact with. Review collected by and hosted on G2.com.

Teamwork Desk makes it easy to tag others on projects and communicate with them. Review collected by and hosted on G2.com.

Pricing can be expensive for the more users you have on the higher-end plan. Review collected by and hosted on G2.com.

The ability to create different teams for easy task assignments. also, teamwork has the option of keeping the task requester informed on the progress Review collected by and hosted on G2.com.

it was a little too expensive for the functionality it offers Review collected by and hosted on G2.com.

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.

I love that it has everything I need. My tickets come in to the help desk any time someone contacts our support email. It also has a customer portal. The look and feel is great. I like the survey responses. I like the workflow process (triggers). The search feature works great too. I like the automatic time tracking.

I like that it integrates with Teamwork Projects as well. Review collected by and hosted on G2.com.

When a customer replies to a ticket which I marked as Solved, it automatically reopens the ticket. I think it would be better if it simply notified me and let me decide whether or not to reopen the ticket. Sometimes customer just reply to say thank you after I solve the issue and it is annoying for the ticket to be reopened. 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.