Teamwork Desk

Vorteile

Everything.
- Features and definitely the app loading speed which is near instant loading.
- Much so their continuous innovation, along with their public road map.

Nachteile

- I do wish one thing, and that is user permissions would respect all tab settings and left panel categories within the app, but some of it is set to show based on a "team" and not all to the individual "team member".

- Also the Gant Chart, I've seen some better implementations and that would could be nicely improved in Teamwork.

Vorteile

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.

Nachteile

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.

Vorteile

its relatively easy to use

Nachteile

Mobile app is slow and hard to navigate

Vorteile

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).

Nachteile

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 ;-).

Vorteile

Very user friendly with preprogrammed canned responses for quick messaging.
It allows you to have full-time agents and part-time users at a lower rate.
You can respond to a ticket using the desktop or app.

Nachteile

When replying via email, you must pay attention if you are responding to your team or the client. If you don't realize that a ticket message is from the client, you might think you are replying confidentially to your team which can be dangerous. It's best to use the desktop or app when responding.