Teamwork Desk Erfahrungen

We love the ability to link tickets with tasks, and create new tasks when new incoming tickets. We also love that you can see when someone else views a ticket, and that the system shows you if someone is already working on a response to a ticket.

Not a con so much as a lack of a feature: we wish our team could work on the same draft email together at the same time, similar to Google Docs.

I am a happy user of Teamwork Desk. It allows ease of use for my clients and team. My main reason for using the tool is the integration with my CRM system Teamwork Projects.

It is a little confusing how to properly integrate with Projects. And once a project is closed in Teamwork it doesn't automatically close the ticket. The workflow is a bit confusing. I need more training on this.

Unfortunately, I got used to the layout.

The text editor is adding extra spaces. It is very unprofessional.

The last version of this App does not include notifications when a new ticket arrives.

Poor customer service. They say that I and all my work team are lying. They won't fix the issue because they need to create a new editor.

Teamwork Desk is very easy to set up and use. As a ticket management systems is simply does the job well. It integrates nicely with TWPM

There is no concept of shared ticket, companies or shared owners.

I evaluated nearly 20 help desk applications and chose Teamwork. There are a number of reasons, but the most notable is that they have the most advanced collision avoidance and/or presence feature. In real time you can see who is viewing and/or typing in a ticket, which is incredibly useful.

TWD is also one of the only applications that allows the agent to insert a link for the knowledge base by searching inside the ticket itself. The agent doesn't have to leave the ticket to do this, and the link is automatically added to the body. Very useful!

One of the most important things I was looking for when making a selection was the knowledge base. Specifically, the ability to have two knowledge bases, one for users and another for vendors. As I began to set up the KB's I realized that, to do this, they would need independent URL's which wouldn't work. I ended up using a single KB and splitting it into two categories, but that does allow for the potential of a user viewing a vendor article and vice-versa.

As a web developer who often works with teams of other developers, whether remotely or in the office, Teamwork is hands down my favorite task organizer to keep everyone on track. It's interface is very easy to use, and the ticket system is straightforward to understand. The ability to mark tickets with a certain status, see which team members are viewing the task in real time, and assign tickets directly to team members are only a few of my favorite functions that Teamwork executes so well.

The only complaint I could think of, is sometimes when there are a lot of tickets open, Teamwork can be a bit slow to launch. But honestly it's never more than 10-20 seconds so there is not much to that complaint. The software is not free, but it's affordable for all the features that it provides.

Great Tool to keep track of what all you did whole day, even better to track the progress of the students on there assigned tasks and see what they spend there time on.

Well without the proper knowledge it can be a bit overwhelming and down right annoying sometimes, like unable to add logs and accidentally completing the tasks.

This product is just incredibly good at helping managers do what they are supposed to do - manage. Include your projects and their deadlines, assign people who are responsible for their completion, track the time they have spent on the particular task or project.

This tool gives you everything you need to make the worktime more efficient.

The only minus of the tool may be considered the complexity of it, when you are getting confused due to the large amount of projects. However, soon, you get used to it and the mechanical processes come to be automatically.

It's easy to tag incoming requests to the appropriate person and set up timers to follow up if no response is detected.

There are still options that they don't have that I'd like to see like automation and ability to assign projects from teamwork to desk for easier use

Adding projects based on different team members is super easy
Easy to use the billing and timing features
Running reports is fast and accurate
Running Teamwork chat through your mobile device is excellent for internal communication

None! Of all the project management softwares I've used, Teamwork has been the best so far.

* 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.

* 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.

Teamwork Projects is very easy to use. I love the various keyboard shortcuts. It's great to be able to take advantage of the various project views as well for the different types of workflow my teammates prefer to implement. I love that Teamwork Desk integrates fully with the Project Management platform.

I wish departments/teams existed now. It's difficult to take full advantage of the suite of tools due to the way we work at my company project to project. Teams would really help in that regard, or maybe sub-projects. A way to create tasks from Slack would be nice as well via an integration maybe.

A good set of features and great integration between Project and Desk.

UX is easy to use and fast!

New features and updates are frequent.

Resource management is missing for which I use another service.

Android app isn't very good.

Interface is nice
cloud based, so accessible

Missing features as describes in the previous comments
Price difference between standard and Pro is too much.

Ease of use, great tracking abilities, exporting as Excel documents, good customer support.

When someone updates a task it says what they did, but not the details.

I like Teamwork desk for managing all client communications. I like that it reminds you to follow up after 3 days of "waiting on client" and that you can connect it to Teamwork tasks. Makes it easy to create action items for the team.

Reporting isn't always easy to understand what specific activities are counted in each metric like "Average Response Time"

Inbox automation and filtering is treat with Teamwork Desk. Filtering support requests by severity based on usage of particular words by your clients is great, and the spam filtering works 99% of the time.
The shared and private inboxes are great for separating work between your team.

There's a great little 'note' feature in Teamwork desk that allows you to leave notes in the same field you would usually respond to a client with. Unfortunately all to often team members would incorrectly click and send the internal note to clients due to the layout of the buttons and the fact that you're writing a note where you'd normally respond to the client.
It's be great if the note tool was separated slightly to help avoid this.

LOVE the ticketing; the ability to track a task from beginning to end is great. Unlike email; everything is in one place and all the messages/notes are together.

When planning projects that span several months, I would like to see all of my projects' timelines in one spot, so I can see where my resources overlap, when to start the next phase of another project, etc. I'd like a Gantt chart, but with all my open and pending projects.

Tasks can bump associated tickets to "Active" and email notify agents to follow up quickly with a ticket once the task has been completed - by anyone in Projects. I like that users don't have to be in Desk in order to complete tasks that are attached to Desk tickets.

The software is glitchy - especially for about 6 months following the release of Desk 2.0. Some days about once every couple months it will just not work very well. Numbers of tickets don't always update in the left sidebar. Not many features within the text editor of the email composer. Bare bones.

Ease of use. Works with the way we do business and makes us more efficient.

I would like to know when problems are occurring rather than submitting a ticket or email in order to find out. Really want better Office365 and QuickBooks integrations.

Easy of new employees getting started

Price point of cases once going a la cart

Tons of great features. I love the daily email. Great price, unlimited users, flexible.

The interface is a little cluttered, it seems like it's harder to read than some other systems. Mobile app could use more attention to make it easier to use and navigate.

Integrates with TeamWork Projects well

Bulky and not easy to navigate from one inquiry to the next.

Ease of use, low initial cost, integration with Teamwork Projects

The change in pricing structure to include a number of different payment tiers. Sometimes, I find this confusing.