Teamwork Desk is a customer support and help desk software, and part of the Teamwork.com product suite. It was designed and built for both the customers and the support team. It is a system that allows customers and support agents to communicate easily and smoothly. The software includes a comprehensive set of tools and features for creating, assigning, tracking and managing tickets, for generating different types of reports, for creating and customizing customer help documents, and more.
Features, Benefits, Strengths
- Ticket Management – Teamwork Desk simplifies the complex job of supporting customers. Users have a unified inbox where they can create unlimited number of inboxes to help them organize and categorize incoming email. All these can be seen and managed from a single dashboard. They can also assign tickets to other agents or groups to share the workload. The system allows for customizing columns for easy viewing, creating of priorities, and updating of ticket status to various descriptions, such as active, solved, closed, etc. Users can add tags, private notes, customer profiles, and saved replies. They can also merge tickets, attach files and phone conversations, perform mass actions, automate with triggers, and many more.
- Reports, Help Docs – The help desk software includes reporting tools that can generate information about the most popular tags, the busiest times, average response and handle time, and other insightful data. Users are able to get metrics of customer happiness or satisfaction, ticket statistics, team reports, tickets by channels, top searches or top articles, to name a few. The software makes it easy for customers to access Help Docs and reach support agents easily from the website with an embedded contact form. They can create custom domains for the Help site, which is fully customizable and mobile friendly. It also supports version history and unlimited data/articles.
- Customer Portal, Mobile App, Integrations, and more – Teamwork Desk includes customer portals to help customers manage their tickets, see its statuses, and set its priority and type. Native iOS and Android apps are available to allow users access to the system while on the go, or away from their desktop. It has advanced user permission management, daily offsite backups, secure passwords, HTTPS encryption, and complete client privacy. It also has API and integrations, many through Zapier, such as Excel, Zoho CRM, Salesforce, Asana, WordPress, Evernote, Trello, Office 365, Google Forms, Teamwork Projects, and more.
Teamwork Desk offers simple premium plans. The Basic plan at $5 per agent/mo billed annually (or $7 billed monthly) includes for comprehensive ticket management features, smart inboxes, embeddable contact forms, and basic reporting. The Pro plan at $20 per agent/month billed annually includes all Basic features plus advanced reporting capabilities, customer portal, ticket time tracking, agent collision detection, automated triggers, and more. An Enterprise plan is also available. All plans include for unlimited agents, unlimited inboxes, and 1 free Help Doc site. A 30-day free trial period is offered.
Social Network Presence
Teamwork Desk is for companies of all sizes, ideal for customer-facing departments, for issue tracking and support. Design teams, development teams, and marketing teams can get the most benefit for handling customer emails, for maintaining feedback, and for building customer relationships. It is also an alternative to Zendesk, Freshdesk and Help Scout.
It supports multiple languages, including English, Irish, German, Dutch, French, Italian, Portuguese, Spanish, Danish, Finnish, Norwegian, Swedish, Russian, Ukranian, Czech, Hungarian, Polish, Turkish, Arabic, Indonesian, Thai, Chinese, Taiwanese, Korean, and Japanese.
Some of their Clients
Clients include Threefold Systems, YOUNITY, TSG Ltd, Aurora Innovation, Enterprise Architects, Elastique, and GNGF.
Ciaran McGrath described Teamwork Desk as a strong, affordable and thorough customer desk platform with integration options.
Mario Kotschner stated that the customer support software allows them to manage support tickets and request emails within the same system. They are also able to open a task in an existing project in Teamwork Projects.
Kelly recommends it to any support team trying to stay organized.
Why Teamwork Desk
Teamwork Desk has comprehensive set of tools and features to enable a team to completely manage and support their customers using a single platform. It is affordable and scalable, with many integration options that will cover most business process and requirements possible.
Teamwork.com Ltd, is a privately held computer software company with headquarters in Cork, Ireland. It was founded in 2007 by Peter Coppinger and Daniel Mackey. Initially, the company built a project management software only. But on 2015, they also introduced a chat software, and a customer support help desk software, which is called Teamwork Desk.