About Teamwork Desk

Teamwork Desk is a ticketing solution that helps businesses of all sizes resolve customer queries through a unified inbox, canned responses, prioritization and more. It aims to improve agent performance/productivity by letting managers set up review processes and provide feedback on customer interactions or proposed responses.

Features of Teamwork Desk include custom tags, reporting, alerts, customer portal, ticket printing, productivity indicators and more. The solution lets businesses create a knowledge base for customers to find relevant information across articles and get agents' support using embeddable contact forms on web pages. Additionally, it comes with smart inboxes, which allows users to automatically trigger repetitive tasks such a...


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Supported Operating System(s):

Web browser (OS agnostic)

137 Reviews of Teamwork Desk

Average User Ratings

Overall

4.42 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(76)

76

4 stars

(49)

49

3 stars

(7)

7

2 stars

(4)

4

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 137 results

October 2020

Lisa from Adster Creative

Verified Reviewer

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2020

Necessary when using Teamwork Projects

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.

Pros

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.

Cons

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.

Reasons for Choosing Teamwork Desk

We already use Teamwork Projects so it just made sense!

Response from Teamwork.com

Replied January 2021

Hi Lisa, Thanks for an amazing review of Teamwork. A 10/10 score is a big win for us! We appreciate your feedback on the draft emails and I will forward this request to the team. Have a great day, Karen at Teamwork

October 2020

Debbie from Third River Marketing

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Functionality

5.0

October 2020

Great tie-in to Teamwork Project Management

Overall it's been effective and easy to use.

Pros

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.

Cons

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.

Reasons for Switching to Teamwork Desk

We were already using Teamwork Project Management and seemed like the logical thing to do.

Response from Teamwork.com

Replied January 2021

Hi Debbie, Thanks for your review of Teamwork Desk! We really appreciate the positive feedback. Please don't hesitate to contact us on support@teamwork.com if you require assistance with this messaging issue Many thanks Karen at Teamwork

March 2017

sarah from Auspient

Company Size: 51-200 employees

Industry: Internet

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

3.0

March 2017

Its pretty good..... but needs more features!

* 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.

Pros

its relatively easy to use

Cons

Mobile app is slow and hard to navigate

Response from Teamwork.com

Replied April 2017

Hi Sarah, Thanks so much for the great review. It looks like you're talking about Teamwork Projects instead of Teamwork Desk but that's ok :). We really appreciate you taking the time to give us your feedback. We're delighted to hear that you've had a positive experience with the product. I've passed on your feedback to the team for their consideration. Can you double check the permissions on your external clients and ensure they do not have access to messages or projects which you don't want them to see. You can do this from the People section in your menu tab. If your still seeing problems can you send us an example to support@teamwork.com and we'll look into it right away. Tags are customizable so that they will benefit all of our users. You can use priorities for more specific needs. Hope this helps. If you have more suggestions on how we can improve this, we'd love to hear it just shoot us a message to support@teamwork.com. Best regards, Therese

October 2020

charles from System solutions LTD

Company Size: 11-50 employees

Industry: Computer & Network Security

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

October 2020

Teamwork at SSI

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

Pros

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

Cons

at this time I do not have any negative or issues

Reasons for Choosing Teamwork Desk

Simplicity and ease of use for a small fast growing company with no automation -- we found that we could define Teamwork to fit our business flow -- and NOT have to change our Business Flow to fit Teamwork. This allowed our team to adapt the automation easily

Reasons for Switching to Teamwork Desk

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

Response from Teamwork.com

Replied February 2021

Hi Charles, Thanks for your review of Teamwork Desk. We are delighted you are enjoying our product! Stay in touch with us at support@teamwork.com, if you ever have any issues or need to submit a feature request. Kind regards, Karen at Teamwork

October 2020

David from See Green Media Ltd.

Company Size: 2-10 employees

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2020

Easily the best support management tool

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

Pros

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.

Cons

Some features are only available on the higher costs subscription packages

Reasons for Choosing Teamwork Desk

Good pricing and better feature set. Ability to run service desk like you cared about customer, i.e. no ticket numbers visible to end users etc.

Reasons for Switching to Teamwork Desk

We required a system that was reliable and kept up to date, and worked well on mobile devices.

Response from Teamwork.com

Replied February 2021

Hi David, It's great to hear Teamwork has helped your customer relationships. Stay in touch with us at support@teamwork.com if you ever have any issues or need to submit a feature request. Kind regards, Karen at Teamwork