Avis clients sur Teamwork Desk

Easy to use Application with Sleek UI

Commentaires : Able to support day to day functions well, reliable but could improve in generating useful analytics that help motivate agents to perform better.

Avantages :

Teamdesk was designed very nicely with simple UI yet very functional. Has successfully implemented the software with 80% of the workforce using it daily.

Inconvénients :

The ability to export information and flexibility of creating user definable analytics report for management viewing.

Teamwork at SSI

Commentaires : Ticket Management and Project Management -- SSI uses the Project Management every day we switched from BaseCamp which had very good Project Management we have found Teamwork to equal or surpass Basecamp in this aspect -- but switched for the Ticket Management -- We previously had NO Ticket Management -- As a growing Company with 200+ Customers we had to Automate Ticket management to provide the level of support required by Customers

Avantages :

SSI uses the Project Management every day -- but switched for the Ticket Management -- We previously had NO Ticket Management -- As a growing Company with 200+ Customers we had to Automate Ticket management to provide the level of support required by Customers

Inconvénients :

at this time I do not have any negative or issues

Too many major issues. Would be perfect otherwise, easy to use, beautiful interface.

Commentaires : The customer service team offer fast and friendly responses. I really hope they sort out the cons, otherwise we will have to go elsewhere.

Avantages :

easy to use, beautiful interface, lots smarts... seemingly does everything you need and more.

Inconvénients :

• No integration between Desk and Teamwork CRM Companies/contacts which is absurd. • If a spammer contacts our desk, a customer/contact is permanently created, issue raised a year ago and not fixed. Our client database is a now mess, it cannot be maintained due to these spam contacts. • No way to archive a customer who has left. If customer is deleted, all ticket history is deleted. • Reports constantly fail to load in dashboard.

Easily the best support management tool

Commentaires : Great product from a great company, always very quick to reply if you request support from them or need their assistance.

Avantages :

Easy to setup and use, teamwork desk provides the best solution for anyone managing a support desk. You can assigning incoming tickets to agents and agents can gain assistance from colleagues using the notes feature.

Inconvénients :

Some features are only available on the higher costs subscription packages

Why Rhino Users Teamwork Desk

Commentaires : We use Teamwork Desk as a means of taking care of our clients and their employees on a daily basis. Whether it is Desktop support related or related to a task inside of an ongoing project, we use this every day!

Avantages :

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).

Inconvénients :

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 ;-).

Easy to Use, Hands Down could NOT run our company without it!

Commentaires : Overall we love teamwork. The customer service is excellent and the product is without a doubt the best in the industry. We couldn't work without it.

Avantages :

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.

Inconvénients :

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.

Love Teamwork Desk!

Commentaires : Teamwork Desk has been a breeze to work with. They have worked with me to resolve any bugs I noticed, and also have worked to implement features that continually make the product better. I would recommend them to anyone looking for a customer service ticketing service.

Avantages :

Ease of Use. Ability to see workload of each team member at a glance.

Inconvénients :

I don't see any cons from my viewpoint...

Desk has been nothing but great to us 😁

Commentaires : Desk has been nothing but positive. We switched from using Gmail to manage over 50 clients communication. We've noticed a steady increase of efficiency as well as we are no longer missing things as we are able to track everything inside of the portal.

Avantages :

Desk has a great ease of use. It looks great, it functions exactly how you think it would, it allows us to track our clients as well as keep notes on past experiences with them and the actual conversations we have had with everyone all from one page. It also has very stable and we have only ever had to go down once for a very short period of time over the course of two years.

Inconvénients :

It does cost additional for help documents but our team does not find we need those.

I know what i'm talking about

Avantages :

There are three big reasons to write this review: 1) This software help us a lot to get sh.t done 2) Price is perfect, not cheap, not inexpensive, not expensive: Perfect 3) And last but not least, they are continually evolving excellently.

Inconvénients :

I see they are surrending to slack and chat is not as good as it can and should be

Teamwork Desk for Support management

Avantages :

- All of your tickets in 1 view - Easy to add "notes" for other team members - Easy to assign tickets with own inbox - Good integration with Gmail

Inconvénients :

- Sometimes it's "offline" - Sometimes you can't find tickets - No option to "flag" tickets when they are overdue

Excellent support desk - Affordable pricing model

Commentaires : We stumbled upon Teamwork Desk soon after it launched. Its feature set and pricing structure fit our company very well. Their ticket pricing model let us have lots of agents (despite low ticket volumes) without sending our fixed monthly overheads through the roof to add each agent. It means we can assign tickets to each staff member and keep everyone in the loop. Everyone can help in the support effort and tickets no longer fall through the cracks. They also have more traditional per-agent pricing if you have high ticket volumes and prefer that kind of model. There is a help desk so everyone on our team can publish articles to common questions. There is full control over the templates so you can change the look and feel to match your brand. Their development pace is phenomenal. They really listen to feedback and the product improves every month. I'm really impressed with the level of support they provide - I just hope they are able to maintain that as they grow! We evaluated a few solutions before choosing Desk. Happy to recommend!

Avantages :

Modern fast responsive interface. Good pricing - particularly the per-ticket model which works great for us as a startup. Great integration with email for some of our team who prefer to work in outlook! Internal notes means we can discuss tickets privately but in context. Activity view so everyone can see whats new without getting hundreds of cc emails Accompanying projects site which you can raise tasks in relating to tickets Automated reminders if a ticket is left unanswered. Customisable auto-replies and canned responses. You can merge or split tickets which is useful. It prompts customers to rate our support which is good for feedback Built in help desk (knowledgebase) means our agents can publish FAQs easily. You can also have a private help desk for internal agent use only. Great mobile apps - great to see recent support activity. Can see customer's previous queries at a glance. Fast development pace - yet software seems very stable and reliable Excellent support - fast and detailed.

Inconvénients :

No major cons for us really... I'd like a contact widget that offers help desk FAQs as part of the submission process or maybe a helpdesk widget we can embed on our site. It expects customers have an email address - we log telephone calls into desk but sometimes have to invent fake email addresses. We can't group customers. Often several people from a company might contact us about an issue or even the same issue. Apparently support for this is planned soon.

Teamworkdesk + Teamwork = win

Commentaires : We use Teamwork Projects fairly heavily in our office with over 85 projects on the go. We had an issue with our team using Google Apps, not responding to customer requests and people not know where issues or support requests were at. I reviewed Teamwork Desk, Freshdesk, Zendesk and a few other systems, the winner was easily Teamwork Desk due to its direct integration with Teamwork Projects. Our staff use it all day and the ability to create a task for the projects they are working on, in the same window, its vital to keep us moving quickly through support requests and turn them into billable hours. On the flip side if you are in teamwork projects and need to view a customer communication its one click away. I would like to see a better integration between desk and projects, where we dont have to enter customers in 'twice' and have customers and organisations sync across the two, and I'm sure its in development. If you're used to Zendesk, its a bit cluttered compared to it, but once you get the hang of it there's some great features which makes it customisable, such as tags and smart inboxes. The built in KB is great and its fully customisable via CSS and you can use your own subdomain with a cname hook up, pretty easy to get going in under 5 minutes. If we didnt use Teamwork Projects though we probably wouldnt use Desk, as its a system made (imo) for the teamwork ecosystem.

Avantages :

Works great with Teamwork Projects Has all the features of any desk system Helpdesk, submit a ticket function and CNAME for vanity subdomain

Inconvénients :

A bit clunky Integrations are still behind competitors Sometimes its hard to find the right setting to modify something

Some things are missing to make it great

Commentaires : In Vision to Action, we use Teamwork Desk, to help IT Teams who are developing, to begin registering incidents, problems and requests. We found TW desk very easy to use. We have a problem using the dashboards and reports given the fact that we can´t configure SLA´s for the diferent tipes of incidents, and priorities. On the other hand, our teams, doesn´t work 24-7, neither their customers. So when we look for the time of response or resolution, we found thath those are not correct. It will be very useful, if we could set the working ours for each agent and day of the week. Finally, if you could translate desk to spanish. People in Latin america will adopt it easier Thanks.-

Avantages :

Easy to use.

Inconvénients :

We have a problem using the dashboards and reports given the fact that we can´t configure SLA´s for the diferent tipes of incidents, and priorities. On the other hand, our teams, doesn´t work 24-7, neither their customers. So when we look for the time of response or resolution, we found thath those are not correct. It will be very useful, if we could set the working ours for each agent and day of the week. Finally, if you could translate desk to spanish. People in Latin america will adopt it easier

Look no further!

Commentaires : We use Teamwork Desk to direct all of our client support and customer service requests to the right place so they can be taken care of by the right person at the right time. The Teamwork integration means we can quickly create tasks and assign them to people while support agents can easily monitor and see the progress on any task related to one of their tickets.

Avantages :

Teamwork Desk is the perfect support system with the best value for the money.

Inconvénients :

I wish you could put better notes on a customer's account. It would be handy to e able to add detailed notes about a company or a customer that other agents could read.

irreplaceable ticket tracking software

Commentaires : On a daily basis I constantly get requests to handle this or that from all of our account managers, sometimes even from our directer of operations. the ability to track all of these tickets is a life saver. i have had a request come in to cancel a client or make a particular change to their IVR, only to have it come into question at a later date. the ability to search and find the specific request, who sent it, what i did, and when have been a saving grace on numerous occasions.

Avantages :

The thing that i like most about the teamwork desk is that i can keep all of my work orders neatly filed and accessible. The program gives me the option to have various outcomes of each ticket that comes through.

Inconvénients :

I feel maybe the layout of the interface could be a little more user friendly or easier to find specific items.

Changed the business!

Commentaires : Switching to Teamwork Desk changed my business! It enabled me to get away from incessant emails, build a better, more efficient team, and make sure my client's needs are being taken care of systematically. **It got a 4 for functionality because I wish that it connected seamlessly with Teamwork Projects' time tracking tool and billing.

Avantages :

Tagging, categorizing, and triggers are helpful. API with Zaps are a must now-a-days and it helps!

Inconvénients :

Timing tracking syncing with Teamwork Projects timing tools. It's tough to breakout all of the users who are working on a ticket and add them. Then having to go back and forth to get the billing amount (based on hours worked). 1. It does not include the Subject line so we can't tell which website or customer it is. 2. It does not keep the breakout of hours/minutes by user. 3. It does not include the ticket number.

Best For Organization

Commentaires : I am using this software from last 1 year. It is good for all the project related assets at one place. So you must use once.

Avantages :

This contains Dashboard, Projects, Everything, Calendar, Statues, People sections. In Dashboard i can find my projects and task assigned to me. Project section helps me in finding all my projects at one place. Everything section is more beneficial for me as it provides me my overall assets, client chats, my memo like reminder anything i want to found, it will be there. Calendar section is good for employees like us. It has all the information about leaves.

Inconvénients :

It does not have code commiting facility. It would be good if it will provide the facility of code commit.

It's one of the best tools I've used and implemented in an organization.

Avantages :

Ease of use and the intuitiveness of the system makes it easy to adapt. The ability to use it both with internal staff and external parties really makes a difference in collaboration.

Inconvénients :

The reporting is a bit lacking in terms of getting it out in a format that I want. I also would like to see the filters on tasks improved to really allow for more options for complex projects.

Review of Teamwork Desk

Commentaires : We use the support desk internally and some externally to manage what is being done after a client is onboarded. If we need new ads we send it to support.

Avantages :

The support desk is a huge asset to our company. We utilize it daily to make sure we never miss a beat when it comes to getting our clients what they need.

Inconvénients :

I dont like that I cant create a task under a task list that has been placed in the completed task lists section. If a new task comes up that needs to be filed under that I have to go in and pin that task list and then create the task.

Teamwork Is Critical for getting our Work Done

Commentaires : Overall, I have been very satisfied with Teamwork Desk. It has allowed me to help my clients efficiently and manage my workflow in a very organized manner.

Avantages :

The ability to link work tickets to tasks for my team. This helps us stay organized and efficient in solving our customers' problems.

Inconvénients :

There are times when teamwork will have issues creating tickets. I can start creating a task, then if I click into a different section it will erase the entire description I have wrote.

Good ticketing service

Avantages :

It's very easy for me to leave a trail about what is happening thanks to the notes feature, and I can see where a ticket has been and leave messages for where it should go when certain things happen.

Inconvénients :

Probably the editor - I used to use emails and we would often use coloured text to reply to points. Teamwork Desk doesn't support text colouring in its editor.

Good system with great features

Commentaires : My team has used Teamwork Desk for over 6 months. It's helped with out support process tremendously. I'd like to see more integration with chat, like there has been with projects. Like the ability to highlight text in chat, like you can in projects, and create a support ticket. That being said Tramwork is always updating their system, making it better constantly.

Avantages :

Easy setup. Easy integration with our website. Tons of features

Inconvénients :

Doesn't I integrate with chat very well Doesn't integrate with tasks in projects.

Construction To Do List

Avantages :

We use this daily to keep up with certain task that needed to be completed with in the office. We don't use it for project upkeep. The calendar is perfect and so easy to work with.

Inconvénients :

Using teamwork on the computer is a lot easier than on the app on the phone. The calendar does not flow the same on the app

NO MORE Sticky Notes

Commentaires : Teamwork makes my life so much easier! Although Teamwork has a lot of functionality I don't use, it has just the right amount of functionality that I need. I would say that the Doc Editing and Time Tracking functionality are the two best features in my world because I can track the time I spend in each project and when I am editing a document, no one else can change it until I am finished with it and have unlocked it for further editing. Teamwork is user friendly, easy to train others how to use it, and works well with all my projects. There are many integrations I do not use, but the ones I do use are great so far. Customer Service is easy to contact and very responsive. The overall look and feel of Teamwork is very nice and it seems to really suit everyone in our department very well even though we all work on different types of projects. I'm extremely happy that our company allowed us to invest in and utilize this software.

Avantages :

Doc Editing and Time Tracking

Inconvénients :

Better and More Granular Reporting for Management

Easily setup your help desk

Commentaires : We use this on a daily basis to communicate with our clients and solve issues. You just pass them an email, and you can manage all the conversations in the platform and assign agents depending on the client.
So far, we have no complaints with this software.

Avantages :

Easy to setup, easy to track tickets, communicate with other support members and the client. Faster response times means happier clients.

Inconvénients :

The onboarding process could be a little better. When we first started, we didn't know how to setup the platform to allow certain filters or views by default. The customer support was pretty quick with this tho.