Recensioni su Teamwork Desk

Teamwork

Commenti: Esy to use

Aspetti positivi:

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

Aspetti negativi:

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

Excellent help desk platform

Commenti: Very responsive and helpful team. You will usually get a response within 20 minutes. We love the Teamwork team!

Aspetti positivi:

Very user friendly with preprogrammed canned responses for quick messaging. It allows you to have full-time agents and part-time users at a lower rate. You can respond to a ticket using the desktop or app.

Aspetti negativi:

When replying via email, you must pay attention if you are responding to your team or the client. If you don't realize that a ticket message is from the client, you might think you are replying confidentially to your team which can be dangerous. It's best to use the desktop or app when responding.

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

Commenti: * 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.

Aspetti positivi:

its relatively easy to use

Aspetti negativi:

Mobile app is slow and hard to navigate

Time Saver

Commenti: 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

Aspetti positivi:

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

Aspetti negativi:

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

Respage

Commenti: Fantastic customer service

Aspetti positivi:

Easy to use. Great service. Easy to roll out to employees

Aspetti negativi:

Reporting doesn't work that well. I wish Knowledgebase could be hidden from public more seamlessly. I wish it was clearer that a note was internal and reply is to customer.

Love Teamwork Desk!

Commenti: Teamwork Desk has been a breeze to work with. They have worked with me to resolve any bugs I noticed, and also have worked to implement features that continually make the product better. I would recommend them to anyone looking for a customer service ticketing service.

Aspetti positivi:

Ease of Use. Ability to see workload of each team member at a glance.

Aspetti negativi:

I don't see any cons from my viewpoint...

ALL in One System

Aspetti positivi:

I am a happy user of Teamwork Desk. It allows ease of use for my clients and team. My main reason for using the tool is the integration with my CRM system Teamwork Projects.

Aspetti negativi:

It is a little confusing how to properly integrate with Projects. And once a project is closed in Teamwork it doesn't automatically close the ticket. The workflow is a bit confusing. I need more training on this.

Necessary when using Teamwork Projects

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Easy to use Application with Sleek UI

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

Aspetti positivi:

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

Aspetti negativi:

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

Teamwork Desk for Support management

Aspetti positivi:

- 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

Aspetti negativi:

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

Excellent support desk - Affordable pricing model

Commenti: We stumbled upon Teamwork Desk soon after it launched. Its feature set and pricing structure fit our company very well. Their ticket pricing model let us have lots of agents (despite low ticket volumes) without sending our fixed monthly overheads through the roof to add each agent. It means we can assign tickets to each staff member and keep everyone in the loop. Everyone can help in the support effort and tickets no longer fall through the cracks. They also have more traditional per-agent pricing if you have high ticket volumes and prefer that kind of model. There is a help desk so everyone on our team can publish articles to common questions. There is full control over the templates so you can change the look and feel to match your brand. Their development pace is phenomenal. They really listen to feedback and the product improves every month. I'm really impressed with the level of support they provide - I just hope they are able to maintain that as they grow! We evaluated a few solutions before choosing Desk. Happy to recommend!

Aspetti positivi:

Modern fast responsive interface. Good pricing - particularly the per-ticket model which works great for us as a startup. Great integration with email for some of our team who prefer to work in outlook! Internal notes means we can discuss tickets privately but in context. Activity view so everyone can see whats new without getting hundreds of cc emails Accompanying projects site which you can raise tasks in relating to tickets Automated reminders if a ticket is left unanswered. Customisable auto-replies and canned responses. You can merge or split tickets which is useful. It prompts customers to rate our support which is good for feedback Built in help desk (knowledgebase) means our agents can publish FAQs easily. You can also have a private help desk for internal agent use only. Great mobile apps - great to see recent support activity. Can see customer's previous queries at a glance. Fast development pace - yet software seems very stable and reliable Excellent support - fast and detailed.

Aspetti negativi:

No major cons for us really... I'd like a contact widget that offers help desk FAQs as part of the submission process or maybe a helpdesk widget we can embed on our site. It expects customers have an email address - we log telephone calls into desk but sometimes have to invent fake email addresses. We can't group customers. Often several people from a company might contact us about an issue or even the same issue. Apparently support for this is planned soon.

Supporting our customers with Teamwork Desk

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Functionality comparable to Zendesk at a fraction of the cost

Aspetti positivi:

Tasks can bump associated tickets to "Active" and email notify agents to follow up quickly with a ticket once the task has been completed - by anyone in Projects. I like that users don't have to be in Desk in order to complete tasks that are attached to Desk tickets.

Aspetti negativi:

The software is glitchy - especially for about 6 months following the release of Desk 2.0. Some days about once every couple months it will just not work very well. Numbers of tickets don't always update in the left sidebar. Not many features within the text editor of the email composer. Bare bones.

Some things are missing to make it great

Commenti: 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.-

Aspetti positivi:

Easy to use.

Aspetti negativi:

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

Best For Organization

Commenti: I am using this software from last 1 year. It is good for all the project related assets at one place. So you must use once.

Aspetti positivi:

This contains Dashboard, Projects, Everything, Calendar, Statues, People sections. In Dashboard i can find my projects and task assigned to me. Project section helps me in finding all my projects at one place. Everything section is more beneficial for me as it provides me my overall assets, client chats, my memo like reminder anything i want to found, it will be there. Calendar section is good for employees like us. It has all the information about leaves.

Aspetti negativi:

It does not have code commiting facility. It would be good if it will provide the facility of code commit.

Teamwork Desk is a useful full-featured support desk solution

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Great task management software

Aspetti positivi:

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.

Aspetti negativi:

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.

Good Product

Commenti: I work in it every day and couldn't do my job without it!

Aspetti positivi:

I like Teamwork desk for managing all client communications. I like that it reminds you to follow up after 3 days of "waiting on client" and that you can connect it to Teamwork tasks. Makes it easy to create action items for the team.

Aspetti negativi:

Reporting isn't always easy to understand what specific activities are counted in each metric like "Average Response Time"

Our business is built on Teamwork!

Commenti: 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! :)

Aspetti positivi:

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.

Aspetti negativi:

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

Solid, easy to use and very fast

Commenti: Teamwork Desks features the functions I need as well as integrating seamlessly with Project, which I use extensively. So, as a stand alone product it's very good but if project management is part of the process then there is nothing out there than works as well. I use Teamwork Desk to capture client requests and manage them in one central location, prioritizing them and distributing them to other team members. This is a much better approach then using email for the same. Anything that requires more than a simple response or a 5 min job becomes a task and is managed via Project.

Aspetti positivi:

A good set of features and great integration between Project and Desk. UX is easy to use and fast! New features and updates are frequent.

Aspetti negativi:

Resource management is missing for which I use another service. Android app isn't very good.

More Features that are Free to Longtime Users

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

Aspetti positivi:

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

Aspetti negativi:

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.

Overall good, missing a few key features though

Commenti: - 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.

Aspetti positivi:

Interface is nice cloud based, so accessible

Aspetti negativi:

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

overall it is a great product and would strongly recommend to anyone

Aspetti positivi:

It just works, very little issues with accessibility. We have used the product for 2 years now I would say and never had to contact support once... it is easy to use, it is flexible in how you use it and more importantly keeps everything in one place.

Aspetti negativi:

the disk space you get with this solution is low especially given that the majority of the storage is done in amazon s3 which costs a few bucks at most to store 20GB.

Great CS software

Commenti: 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!

One of the Best Solutions

Commenti: Having used a number of PM solutions, I feel Teamwork is probably the best value for the money, between licensing, features, rock star responsive support, usability and ease of use. The Company updates keep on coming, which is important ad the software marketplace continues to evolve.

Aspetti positivi:

Ease of use. Works with the way we do business and makes us more efficient.

Aspetti negativi:

I would like to know when problems are occurring rather than submitting a ticket or email in order to find out. Really want better Office365 and QuickBooks integrations.