Teamwork Desk Reviews

Pros

Well allows you to collaborate effectively with the workgroup, it also performs automatic activities such as ticket generation and automatic responses.

Cons

Its complexity is an advantage as well as a disadvantage. This is because performing certain simple tasks can become more complex than usual.

Pros

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).

Cons

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 ;-).

Pros

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

Cons

• 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.

Alternatives Considered

Jira

Reasons for Switching to Teamwork Desk

Because Teamwork has Projects and CRM... however the integration between Desk and CRM is basically non-existent, Companies and contacts are not integrated, as such there is no benefit of having both our Desk and CRM with Teamwork.

Pros

Customization and development internally for great operational processes.

Cons

Setup can be complex based on your needs.

Pros

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.

Cons

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.

Alternatives Considered

Asana

Reasons for Choosing Teamwork Desk

because a friend recommended teamwork so we tried it and loved it

Switched From

Asana

Reasons for Switching to Teamwork Desk

because of the Features. Teamwork had so many more features that it was an easy switch to make.

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

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

Alternatives Considered

SolarWinds Service Desk and Zendesk Suite

Reasons for Choosing Teamwork Desk

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

Switched From

osTicket

Reasons for Switching to 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.

Pros

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.

Cons

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

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.

Pros

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.

Cons

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.

Alternatives Considered

Jira and Freshdesk

Reasons for Choosing Teamwork Desk

Zendesk was getting too expensive for us. Our needs were also not so advanced that we needed all of the features that Zendesk had to offer.

Switched From

Zendesk Suite

Reasons for Switching to Teamwork Desk

The pricing was the most competitive at the time and the interface looked the most appealing.

Pros

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.

Cons

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.

Pros

I absolutely love the product. I have been able to integrate with slack and forward all emails to the assigned ticket agent to their own channel. This saves me a lot of trouble. The platform has cool training wheel capabilities and is over all very easy to use. I love the automation possibilities and online support.

Cons

Integration was fairly simple though STMP error was not easy to uncover at first, but was very easy to fix once discovering this was an error. Lack of control over automation. It is really good, but I would like the ability to toggle automation. i.e. adding tags, removing tags, then being able to add them back based on different circumstances.
The first time I made an automatic email reply, I didn't know what the "apply to all tickets" checkbox at the bottom did. I thought, "of course I want this to apply to all tickets" and accidentally emailed every customer on every single closed ticket we ever had with no way to stop it once it had started. Pretty much my fault, but could be easily avoided by a note on hover or something with a better explanation. It was funny though :)
I wish I could determine how many business hours had gone by. Our SD is open 8am - 8pm m-f and it is difficult to determine how many business hours have gone by since a ticket was worked on. I'm currently writing a chrome extension to make these conversions for me. This would be an AMAZING feature!
I'd like to be able to use variables in notes like you can in a canned response or email.

Pros

* The customizable templates are the key feature that drew us away from ASANA.
* The ability to assign and view the templates in a variety of ways is what drew us away from Process.st.
* The customer service has been amazing... and we are still using the free - not paid - product.
* The mobile app is very good and is actually used by my staff.

Cons

* The product has a little more learning curve and other products we have tried, but the trade-off was increased functionality with better features
* There are some features I really, really want that are lacking such as an integrated scheduling and timeclock software. My perfect product would allow me to assign task lists as I make a schedule, and any scheduling software should be integrated with a timeclock to track tardiness and absences. (Hey, Teamwork, if you ever look at building this into the product, please talk to me -- I have a lot to say about this!)
* There is no easy way to conclude a task list unless all tasks are checked as completed. I need a way to close task lists even when some items are incomplete. My business is an animal hospital, so there are times when some tasks are deferred to attend to emergency cases. Another team member on another shift will complete the deferred task on his or her own task list.

Pros

Teamwork Projects is very easy to use. I love the various keyboard shortcuts. It's great to be able to take advantage of the various project views as well for the different types of workflow my teammates prefer to implement. I love that Teamwork Desk integrates fully with the Project Management platform.

Cons

I wish departments/teams existed now. It's difficult to take full advantage of the suite of tools due to the way we work at my company project to project. Teams would really help in that regard, or maybe sub-projects. A way to create tasks from Slack would be nice as well via an integration maybe.

Pros

As a web developer who often works with teams of other developers, whether remotely or in the office, Teamwork is hands down my favorite task organizer to keep everyone on track. It's interface is very easy to use, and the ticket system is straightforward to understand. The ability to mark tickets with a certain status, see which team members are viewing the task in real time, and assign tickets directly to team members are only a few of my favorite functions that Teamwork executes so well.

Cons

The only complaint I could think of, is sometimes when there are a lot of tickets open, Teamwork can be a bit slow to launch. But honestly it's never more than 10-20 seconds so there is not much to that complaint. The software is not free, but it's affordable for all the features that it provides.

Pros

It's easy to tag incoming requests to the appropriate person and set up timers to follow up if no response is detected.

Cons

There are still options that they don't have that I'd like to see like automation and ability to assign projects from teamwork to desk for easier use

Pros

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

Cons

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

Pros

Easy of new employees getting started

Cons

Price point of cases once going a la cart

Pros

I like that the software is easy to use. It makes following up and assigning tickets quick and effective. I really like that the software is integrated with various applications, one of which we use i.e. Harvest

Cons

Your mobile app can use a bit of work to be a lot more user friendly

Pros

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

Cons

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.

Alternatives Considered

Zoho Desk and Zendesk Suite

Reasons for Switching to Teamwork Desk

Ease of use, pricing and features.

Pros

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.

Cons

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.

Pros

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

Cons

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

Pros

Unfortunately, I got used to the layout.

Cons

The text editor is adding extra spaces. It is very unprofessional.

The last version of this App does not include notifications when a new ticket arrives.

Poor customer service. They say that I and all my work team are lying. They won't fix the issue because they need to create a new editor.

Pros

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

Cons

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