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

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

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

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.

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.

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.

* Could use a more customizable Gantt chart options (not show weekends, calculate hours of a project by working hours in a day) * There is a security flaw on the mobile app that allows my client to see internal private messages not intended for him to see, from his notification bar on his iPhone. TW claims this is not possible, but it keeps happening. * Would like to be able to embed text into a new task to encourage people who open a new task to fill out all the required fields. This was any time they create the new task its there. * The tagging system should be project specific.

its relatively easy to use

Mobile app is slow and hard to navigate

Overall it's been effective and easy to use.

The ease of assignment to team members and the ability to create tasks in Teamwork (Project Management) directly from the ticket (email) are my top two features. Spam control is ok but could use some work - emails that are obviously spam make it into the mailbox but mostly can be control with the whitelist/blacklist control setting. The ability to add notes and notify a team member is also great and can be done without assigning the ticket to someone.

Does not always bring in forwarded messages from clients. I've had to have them forward to my Gmail account in order to get it. It would also be nice to be able to add all team members up to a certain number with our package instead of paying per person.

We are absolutely in love with this platform, we have used several other platforms in the past and Teamwork have made our work easier, creating projects, communicating with customers and organizing our task through the day

Features Integration the ability to communicate with customers in the outside and team in the inside with the same platform.

Storage options, very limited and the upgrade options are too pricey.

- 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

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

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

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.

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.

WONDERFUL!!!

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

- 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.

TeamWork really is a easier way to manage projects and make the best of it. I can measure the time i spend doing every task and i get to know what i have to do next, even assign people to task and upload files.

Is a little complicated when you start to use it but with time you can make a excellent job with projects.

Overall it has been very good. Working with the company has just been ok. They have some strange billing requirements, and the fact that they are not based in the US has made it a little difficult (scheduling customer service meetings and things like that) but overall it has been good.

The software is easy to use, but the best part about is that it shares an interface design with Teamwork Projects. I have been using Desk since it was still in Beta and I really got used to it.

There could be more integration with Teamwork Projects. I would like to be able to assign small tasks related to a project using Desk to a technician.

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.

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

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

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.

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, Teamwork Desk is easy to use. It is user friendly. I just wish that the reporting is improved tremendously with the current metrics so it could be usable for us.

I like that the ticketing system is very easy to use. I got used to it and I like that you can create a task directly from a ticket.

There are 4 things that I least like: 1. There is always a delay when receiving the tickets on Teamwork Desk system. I get them minutes earlier via email notifications. It would be great if I receive them real time, as in by the second or within 1 minute. 2. It would be great if the contents of the ticket body/message is automatically transferred into the task being created. Write now, I have to copy and paste them. 3. Also, when creating a task from the Desk, it doesn't allow to attach images as is on the task description area. It would be best if it would accept direct images so it can be easily seen instead of just having them as attachments. 4. The reporting is always giving out errors when I try to pull reports for more than 6 months. I couldn't get a good read of the analytics so I have to always export the raw data and do the analytics/report outside by myself.

We absolutely love Teamwork. Started out on Projects and immediately got involved with the Desk beta. Best decision we ever made to use their suite of products. It's beyond nice to integrate your Help Desk with your Projects and now Chat. They've made quick work to bring new features to the table and ALWAYS have the best updates about what they've been up to on their blog each month. The Bottom Line CPA is definitely powered by Teamwork! :)

Our team uses Teamwork for all internal and external communications so the integration with Teamwork Projects and Chat is the best. We don't work out of our Gmail, you just can't scale a business and stay in the know working out of Gmail. Teamwork Desk is a better than most Help Desk solution that isn't overly complicated to use.

it's "new" and still developing so it can be buggy but the value compared with the already fantastic features with insanely responsive support makes it of no matter to me

I have had a great experience with Teamwork Desk and can't wait to continue to grow in the software. Teamwork is always working on releasing great enhancements and responds very timely to any questions.

Teamwork Desk has many great features including setting up custom triggers, multiple inboxes, easy to reassign tickets, training wheels & different type of agents

There really is not anything I do not like about Teamwork Desk

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.

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

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.

We've been using Teamwork Desk and Teamwork Projects consistently for about 6 months now. I've trained in a new CSR with it and it's been very easy to use, quick to learn and a great tool for our customers. I'm so glad to have all cs requests going thru TWD instead of my personal email for our small and growing company. One feature I would love to see is having the ability to assign multiple email addresses to one customer. Only one issue I've experienced that I don't think there is a solution for except for educating my customers is that they must reply above the line instead of adding their remarks to the email thread below the line. The integration between Desk and Projects is fantastic. The few times I've contacted Teamwork support has been an excellent experience with responses within 24 hours. Only once was the issue on their end, the others were user-error/learning curve on my part. Still trying to figure out Teamwork Chat. I think this may be a useful tool, but the learning curve seems a bit longer, and due to other avenues my team and I communicate, we haven't taken the time to immerse ourselves in it. Thank you Teamworks! Keep up the good work!

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.

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.

It has helped us collaborate across over 10 countries and multiple time zones. It helps us track our documents, share them and have a single point of reference. Although we have only used minimum capabilities, it has still made a huge contribution to our projects tacking successfully.

I can't see who access what document. This would be useful, particularly when I am trying to track who has contributed to set tasks.

It has all the tools that you need without cluttering individual users with features they don't need or want to use. I also like how you can store all information you need about individual clients in their folders (passwords, notes, tasks, etc.) The sub-task feature is also really useful if you want to break out a larger project into pieces and assign those separately. Being able to sort tasks according to different tags also makes it possible to target specific things when you have a huge task load.

Sometimes the search feature is quirky. Task lists can also take a long time to load and scrolling through sometimes overwhelms the software, but I don't really see a way around that.

Accountability and improved efficiency

I like the ease of use; versatility of task lists; and how the site improves the office efficiency overall.

I find that it is difficult to customize and when customer service is asked for a specific request, most times the answer is "we cannot do that.. I also asked that a task Lead option be added to designate who is the Lead, when multiple are added. My preference is my first request for the default setting.

I was fortunate to get in under the startup plan - which is no longer available. I have a hard time recommending this to new businesses because the pricing tiers and offerings are not as lean as they were initially Also would love the option to pay via PayPal to avoid international exchange fees

Easy of new employees getting started

Price point of cases once going a la cart

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.

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

Really appreciate the streamline of multiple inboxes it has made managing many clients tickets manageable.

nothing everything has been good, billing was an issue but that was resolved with updates.

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.

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

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.