Teamwork Desk Review

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Teamwork Desk Reviewed

Editors' Review by the Support & Helpdesk Software Review Team

Teamwork Desk is a ‘cloud-based customer support and helpdesk software solution’. It’s one part of the Teamwork.com product suite and was designed for support teams as well as customers.

Teamwork Desk is a well-designed feature-rich platform that enables customer support professionals and their customers to communicate and resolve issues in an efficient manner. The helpdesk software is equipped with an impressive set of features and tools that are tailored for the management, creation, assignment and tracking of support tickets. It also comes with solutions designed for creating and customizing customer support files and documents, as well as for generating detailed reports.

The helpdesk software is both simple and pretty intuitive. It effectively combines ticket management and customer self-service in an extensive yet cohesive platform, without the complexities and high costs normally associated with comprehensive customer support and helpdesk systems. Teamwork Desk has the capability to efficiently manage customer emails in a shared digital environment and gives support teams the ability to communicate and collaborate on all queries in an effort to deliver sufficient solutions to their employees and customers.

Teamwork Desk can help simplify the processing of support tickets for agents and teams, increasing their productivity and level of performance. This should result in higher customer satisfaction and better retention. While the software is primarily designed for support and helpdesk solutions, it can work as an effective marketing tool. This is because companies can utilize the platform to engage with customers in a much deeper and more personal level, keeping them satisfied and happy with the quality of service they’re given. A positive customer experience will often result in positive word of mouth.

From the first point of contact or when a customer files for a support ticket, Teamwork Desk makes every step of the process effortless and convenient all the way to the resolution of whatever issue they might have. With features such as the customer portal, support ticket tracking, ticket assignments and unified inboxes, Teamwork Desk seamlessly brings all these functions together to ensure a fast, timely and responsive ticket processing and resolution.

Teamwork Desk Features

Workflow automation

Teamwork Desk takes advantage of automation technology to make helpdesk workflows more practical, efficient and easy to manage. When you automate the workflow of your support agents, it effectively increases their productivity without sacrificing performance. They will have more time to themselves and do other stuff like help out their colleagues or conduct follow-ups to provide better customer care.

Automatic triggers are a great way to resolve customer issues and queries in a speedy manner. Triggers can help support agents and teams manage the more mundane and repetitive daily tasks such as adding tags, assigning support tickets and updating a ticket statuses or adding notes according to specific conditions. By automating all these, your customer support department will add more value to their time by resolving more customer concerns and issues.

In addition to auto assigning tickets to the right agents, the feature also helps support professionals resolve priority customer problems quicker. The system will automatically categorize all helpdesk tickets to help agents manage their workload more efficiently. The reminders function works by giving customers a gentle reminder when they submit a ticket or contact the support team with an issue, but they don’t reply back within 24 hours when you ask for more details about their problem. In this scenario a custom email is automatically triggered and sent to the customer.

Ticket management

With Teamwork Desk’s ticket management system, you can organize, manage and track customer correspondence by simply turning their emails into tickets, simplifying the often complicated task of providing quality support for customers. It all starts with a unified shared inbox. You can funnel all customer emails into shared inboxes for your team where they will be converted into tickets. After which, those tickets will then be assigned to any team member who can sufficiently address the issue based on its category and the expertise of the support team member.

The unified inboxes are accessible by all support and helpdesk agents so no one in the team will end up working in a silo. The ticket management system helps create a centralized communications hub so helpdesk agents and support professionals will have a safe and secure environment for collaboration, transparency and accountability. It allows the user to assign tickets, track ticket statuses, add tags, merge tickets, add priority levels to tickets and provides a range of ticketing options.

Reporting tools and help docs

Teamwork Desk is also equipped with reporting tools capable of generating relevant information such as the average response and handle time, the busiest times, the most popular tags and other meaningful data. Support agents can use the tool to obtain metrics on customer satisfaction, top searches, tickets by channels, team reports and ticket statistics, just to mention a few.

Additionally, Teamwork Desk also makes it easier for customers to gain access to Help Docs and connect with the right support agent via the website, by simply using a contact form that is embedded in the website. Users also have the power to develop custom domains for their help site, which can be fully customized and optimized for mobile use. The system also supports unlimited data and version history.

Customer portal and mobile app support

Teamwork Desk offers customer portals, which enables customers to manage their own tickets, set the priority and type as well as to monitor its status. The cloud-based customer support and helpdesk software is supported by native Android and iOS applications. These give users the ability to access the system anytime and anywhere, by simply using their smartphone or tablet.

Permission management and integrations

Teamwork Desk has advanced user permission management, which allows managers to control who can have access sensitive customer data. In addition, the system also has HTTPS encryption, complete client privacy, secure passwords and daily offsite backups. Seamless integration with third-party systems is supported as well. The integration can be done through the native API or through Zapier. Teamwork Desk can be integrated with Salesforce, Google Forms, Office 365, Trello, Teamwork Projects, Evernote, WordPress, Asana, Zoho CRM, Microsoft Excel and more.

Teamwork Desk Benefits

Streamlined communications

Teamwork Desk is designed to help improve the communication process between the customer and the assigned support agent. The software ensures a more personalized and responsive communication process so as to avoid making it seem like the conversation is automated; i.e. so customers won’t feel like they’re talking or chatting with an autoresponder. With this function and this ability, customers can feel more appreciated and valued rather than feeling like they’re just another ticket to be solved.

Very efficient helpdesk solution

Teamwork Desk is much more than your conventional helpdesk solution. It delivers a modern and feature-rich platform designed to transform emails into tickets and turn the customer support and ticketing process into a simple and convenient activity for the agents. This can lead to higher productivity, better performance, faster responses and more satisfied customers. Moreover, the software offers exceptional customer support and helpdesk solutions, which is beneficial for businesses that need a more affordable, dependable and powerful system with integration capabilities.

Great accessibility with customer support portal

Teamwork Desk’s customer support portal is accessible to customers and employees alike. It is often used for storing all the answers to common question and queries that companies have collected over a long period of time. It is a knowledge base that can be access anytime and anywhere both by the customers and the support agents or employees. This can significantly reduce the number of tickets and email requests that are sent in by customers as well as the man-hours that have to be spent working on those very tickets and email requests.

Having a knowledge base that can be easily accessed through the customer support portal also means that support agents and teams will have more time to address more complex problems and unique issues that are not necessarily available in the customer support portal. This keeps them from having to deal with repetitive queries that have already been resolve in the past and are already recorded in the knowledge base. Teamwork Desk’s customer support portal can be customized to fit the company’s colors and branding.

Teamwork Desk Pricing

Teamwork Desk has four pricing plans available for you to choose from: Starter, Pro, Premium and Enterprise. Pricing is based on a per user, per month with two billing options: monthly or yearly. A 30-day free trial is available for the Starter, Pro and Premium plans. The prices that are mentioned in this review will be based on the yearly or annual billing cycle. You may visit the vendor’s official website and pricing page for more pricing details.

The Starter pack is priced at $7/user per month, Pro is at $13/user per month and Premium starts at $25/user per month. The Enterprise package is quote-based only, so you will need to contact Teamwork’s sales team to ask for a quote.

Conclusion

Teamwork Desk is an effective customer support and helpdesk system with reasonable pricing. It is designed to help businesses and organizations of any size, across different sectors. If you’re looking for a simple yet robust ticket management tool, which also works as a marketing solution, to help boost your customer support capabilities and provide your agents with tools that will increase their efficiency and productivity, then Teamwork Desk might be what you need.

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