Avis clients sur Teamwork Desk

Necessary when using Teamwork Projects

Commentaires : The transition to using this tool for our team was seamless. We needed a way to centralize all client communication out of our inboxes so our entire team could see, in a way that was easy for our clients.

Avantages :

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.

Inconvénients :

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.

A clean and easy to use system that is easy to climb into and very quickly get cozy

Commentaires : It has been a real pleasure to use this platform to ticket management. It has really helped us to stay on top of things and handle tickets effectively as a team.

Avantages :

It is very simple to get used to. The interface is clean and simple and it is not layered with too many dashboards that would make it intimidating to use.

Inconvénients :

Variables can only be inserted from canned responses. It would be nice if we could add variables into our tickets as we type them, perhaps with a keyboard shortcut.

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.

Affordable and easy to use

Commentaires : I recall that there was no frustration and everything was running smoothly while we were using the platform.

Avantages :

We've been using Teamwork Desk only for a short period of time and we switched as we were expanding and some of the functionality wasn't there yet for Teamwork. Now mind you this was almost 5 years ago and I'm sure now things have changed. I would recommend the product either way.

Inconvénients :

The onboarding was very easy, the support provided was great by the company in general and I haven't noticed any potholes on the way while we were onboarding.

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

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.

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

Commentaires : Esy to use

Avantages :

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

Inconvénients :

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

Teamwork became the backbone of my business

Avantages :

It's hard to point to just one thing that makes Teamwork so great, but the fact that Teamwork makes everything just so intuitive and easy to do is probably the best part. You can turn on and off features for different projects so they don't distract you from what you're trying to achieve. It's easy to get other people on the team involved and they don't need to ask a lot of questions in order to be productive. You get recurring tasks, subtasks, due dates, isolation of users between projects and a whole host of other features right out of the box. Not every project is the same and Teamwork clearly recognizes that. There's even a Chrome plugin that can be used to send data (like links, messages, tasks, etc) into Teamwork based on webpages you visit or information you come across that could be helpful for a project.

Inconvénients :

There's very little to dislike about Teamwork. The biggest downside is more of a data management issue than anything else, but you do have to be a little careful about using it as a dumping ground for everything. It's very easy to just start adding things like links, notes, notebooks, etc, and then forget that they're there or lose track of them. The search capabilities are really good, but if you forgot something was there, you might have a hard time tracking it down. Tags appear to be global in a way that makes them visible across all projects and all project groupings. Not the end of the world, but you want to be consistent about naming them or making sure you don't put something like 'problem-customer' in there, which might be seen by people who could get offended, especially if it was on something they requested. Honestly, I'm hunting for things to complain about. I've used a ton of different tools like this and Teamwork is by far the best one I've found.

Overall good, but room for improvement

Commentaires : We've been using Teamwork Projects and Teamwork Desk for several years and we're generally happy. The landscape of this type of software changes/evolves regularly and every few years we review our options. We recently reviewed other systems and decided to re-commit to using TW Projects and Desk, but use some other services that integrate with Teamwork. One of the notably missing features from TW is a timesheet review process. Timekeeping is very important to our business and we need a system that will automatically close out timesheets at the end of the week and enforce a timesheet submission and approval process. We evaluated several options and decided to use Harvest App. This integrates with TW and has a timesheet approval system, and it has invoicing and reporting features that are generally better than TW. There are also some workflow/productivity improvements that could be implemented, and I've made my case to Teamwork several times over the past several years to implement these minor changes, but so far my requests have not been adopted (and I have not been told they are not feasible). For example, in TW Desk, when an agent posts a reply, they have the option to "reassign" the ticket to another agent in the same step as posting the reply. In TW Projects this functionality does not exist. This means when a user posts a comment in Projects, if they want to assign the task to another user, they must go through several steps to "edit" the task. Not only is it a slowdown in the workflow, but users forget to do it. In a busy office it's important that tasks get properly assigned so that everyone knows who is responsible for a task. Another particularly annoying problem with TW Projects is notifications. There's no practical way to simply "notify" a user that a task has been created without either "assigning" the task to that user, or making the user a "follower" with the setting "all notifications". The implication of this limitation is when creating a new task you must choose between users getting no notifications that a task has been created, or being inundated with notifications. Perhaps we're not using the application properly, but I've brought this limitation to Teamwork's support team on several occasions and have never received a helpful answer (that we're doing it wrong, that it can't be implemented, or it will be implemented). If anyone at TW wants to contact me I'll provide more details. Thanks!

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.

Overall good, missing a few key features though

Commentaires : - Connectivity can be an issue sometimes with pages not loading / unable to connect.
- There is no "root cause" or "Resolution" box so we can't track/ report on what the most common issues are and what was done to resolve them.
- Still missing the grouping customers into companies feature which has been in the pipeline for a while.
- Can't create a ticket with a note or comment, still has to be an email when you might not want those details to be customer facing.

Avantages :

Interface is nice cloud based, so accessible

Inconvénients :

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

Very useful with easy to understand interface.

Commentaires : We had shopped around for a bit, but settled on Teamwork due to the easy to use interface. Because of this software we were able to release what many others would find an insane amount of books in six months. As the senior project manager it helped me manage a rather large load of projects and helped me in keeping an eye on any tasks that went overdue. There are a few features I would like to see improvements on, but the Teamwork team is active with updating the software. They are very responsive to any questions or feedback you have for them. I've been very impressed with their customer service. They also have a lovely archive of helpful videos. You can do a lot with the software too, if you really dig in. Although we just use it pretty much as is, and that works out just fine for us. I'd recommend trying out the free trial at the very least.

Avantages :

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

Inconvénients :

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

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.

Teamwork Desk is a useful full-featured support desk solution

Commentaires : I've used Teamwork desk with a small support team in the full Teamwork ecosystem, and have also used it standalone for a while.
I've found Teamwork Desk works great as a standalone tool, but is better again with the full Teamwork Projects and Teamwork Timer integration.

Avantages :

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.

Inconvénients :

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.

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.

More Features that are Free to Longtime Users

Commentaires : Aside from the occasional bugs and glitches it's satisfactory.

Avantages :

Support response is OK. Mobile accessibility is a great challenge. App is buggy.

Inconvénients :

I hope the Happiness Scoring will be an added bonus feature to our account, since we have been using Teamwork in all of our internal communication and our support services.

Best bang for the buck out there!

Commentaires : I love this product! It is the best project management system for the money that I could find. The mobile app could use some work and there are a few ways to polish the web app, but they are constantly improving it. I still have found it to be the best bang for your buck system out there- keep up the good work!

Avantages :

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

Inconvénients :

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.

Nice integration but needs improvements to be the main go-tofor customer communication

Commentaires : Nice to have this and TeamWork projects together since it keeps a lot of similar communication and questions in the same place (it's easy to switch between the two with a drop down selection) but has a bulky interface and isn't set up to reply to many emails/calls quickly. There is an option to set up auto responses or "quick sends" but for other responses to customers, it's hard to navigate from one inquiry to the next and keep your inbox straight and organized. This does sync with TeamWork Projects so questions and requests can be linked tospecific tasks on a project, which is a nice feature.

Avantages :

Integrates with TeamWork Projects well

Inconvénients :

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