Wie gebruikt Teamwork Desk?

Voor klanten die ondersteuningssoftware nodig hebben waarmee ze betere relaties kunnen opbouwen.

Wat is Teamwork Desk?

De uitgebreide software van Teamwork Desk geeft je alle mogelijkheden om je inkomende communicatie en elk ticket te beheren, vanaf het moment dat het binnenkomt totdat het is opgelost, terwijl het de hele tijd onzichtbaar blijft voor klanten. Desk is een veelzijdige ondersteuningshub voor inkomende communicatie en het opstellen van hulpdocumenten, zodat je je klanten 24/7 van dienst kunt zijn. Meet datgene waar het echt om draait: klanttevredenheid, teamproductiviteit en verkeerskanalen. Naadloze integratie met Teamwork Projects en al je favoriete tools.

Teamwork Desk - Details

Teamwork.com

https://www.teamwork.com/

Opgericht in 2007

Teamwork Desk - Prijsoverzicht

Teamwork Desk vanaf US$ 7,00/maand. Teamwork Desk heeft geen gratis versie maar biedt wel een gratis proefperiode. Hieronder vindt u extra prijsinformatie voor Teamwork Desk.

Beginprijs

US$ 7,00/maand
Zie de prijsinformatie

Gratis versie

Nee

Implementatie

Cloud, SaaS, Web

Mobiel - iOS native

Mobiel - Android native

Training

Live online

Webinars

Documentatie

Ondersteuning

24/7 (contact met medewerker)

Kantooruren

Online

Functies van Teamwork Desk

Helpdesk software
Aanpasbare branding
Beheer van IT-assets
Beheer van Service Level Agreements (SLA's)
Communicatie via meerdere kanalen
Documenten opslaan
E-mailintegratie
Geautomatiseerde routing
Interactie bijhouden
Kennisbankbeheer
Netwerkcontrole
Realtime chatten
Ticketbeheer
Waarschuwingen / Escalatie
Zelfserviceportal

Reviews van Teamwork Desk

5 van 107 reviews worden weergegeven

In totaal
4.4/5
Gebruiksgemak
4.3/5
Klantenservice
4.5/5
Functies
4.2/5
Waar voor je geld
4.4/5
Noahj C.
Owner
Computersoftware, Zelfstandig ondernemer
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 28-12-2018

"Teamwork still is and has been the best and continually improving Team Management App EVER!"

Opmerkingen: WONDERFUL!!!

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

Minpunten: - 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.

Antwoord van de leverancier

van Teamwork.com op 22-5-2019

Hi there,

Thank you for the review of Teamwork Projects.

Kind regards,
Nancy at Teamwork.

  • Bron van de reviewer 
  • Beoordeeld op 28-12-2018
Daniel A.
  • Totaalscore
    4/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    Zonder beoordeling
  • Bron van de reviewer 
  • Beoordeeld op 31-3-2017

"Overall good, but room for improvement"

Opmerkingen: We've been using Teamwork Projects and Teamwork Desk for several years and we're generally happy. The landscape of this type of software changes/evolves regularly and every few years we review our options. We recently reviewed other systems and decided to re-commit to using TW Projects and Desk, but use some other services that integrate with Teamwork. One of the notably missing features from TW is a timesheet review process. Timekeeping is very important to our business and we need a system that will automatically close out timesheets at the end of the week and enforce a timesheet submission and approval process. We evaluated several options and decided to use Harvest App. This integrates with TW and has a timesheet approval system, and it has invoicing and reporting features that are generally better than TW. There are also some workflow/productivity improvements that could be implemented, and I've made my case to Teamwork several times over the past several years to implement these minor changes, but so far my requests have not been adopted (and I have not been told they are not feasible). For example, in TW Desk, when an agent posts a reply, they have the option to "reassign" the ticket to another agent in the same step as posting the reply. In TW Projects this functionality does not exist. This means when a user posts a comment in Projects, if they want to assign the task to another user, they must go through several steps to "edit" the task. Not only is it a slowdown in the workflow, but users forget to do it. In a busy office it's important that tasks get properly assigned so that everyone knows who is responsible for a task. Another particularly annoying problem with TW Projects is notifications. There's no practical way to simply "notify" a user that a task has been created without either "assigning" the task to that user, or making the user a "follower" with the setting "all notifications". The implication of this limitation is when creating a new task you must choose between users getting no notifications that a task has been created, or being inundated with notifications. Perhaps we're not using the application properly, but I've brought this limitation to Teamwork's support team on several occasions and have never received a helpful answer (that we're doing it wrong, that it can't be implemented, or it will be implemented). If anyone at TW wants to contact me I'll provide more details. Thanks!

Antwoord van de leverancier

van Teamwork.com op 21-4-2017

Hi Daniel,

Thanks so much for the review. We really appreciate you taking the time to write it. We're delighted to hear that you've had a positive experience with both Teamwork Desk and Teamwork Projects.

I'll pass on your feedback about timesheets, invoicing and a smoother process for assigning tasks to the team for their consideration.

You can set a person as a follower of a task and set them to receive all notifications, only status changes, or only comments. I hope this helps.

If you want to talk future we're always at the end of an email just shoot a message to [email protected] and we'll get back to you right away.

Best regards,
Therese

  • Bron van de reviewer 
  • Beoordeeld op 31-3-2017
Daniel J.
ivr specialist
Consumentendiensten, 13-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 9-3-2020

"irreplaceable ticket tracking software"

Opmerkingen: On a daily basis I constantly get requests to handle this or that from all of our account managers, sometimes even from our directer of operations. the ability to track all of these tickets is a life saver. i have had a request come in to cancel a client or make a particular change to their IVR, only to have it come into question at a later date. the ability to search and find the specific request, who sent it, what i did, and when have been a saving grace on numerous occasions.

Pluspunten: The thing that i like most about the teamwork desk is that i can keep all of my work orders neatly filed and accessible. The program gives me the option to have various outcomes of each ticket that comes through.

Minpunten: I feel maybe the layout of the interface could be a little more user friendly or easier to find specific items.

  • Bron van de reviewer 
  • Beoordeeld op 9-3-2020
Jacob E.
Director of Digital & Development
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 17-3-2020

"Wonderful Help Desk Software"

Opmerkingen: We utilize the desk system for our own client issues. We also utilize another instance for clients' customer issues.

Pluspunten: Teamwork Desk has amazing features. The automated responses and customization to the ticketing system and help doc area are superior to other help desk/ticket software.

Minpunten: Due to the deep customization options, there is a level of complexity required to configure external email and other connections and configurations. May require a technical person to firm everything up.

  • Bron van de reviewer 
  • Beoordeeld op 17-3-2020
Sarah D.
Project Manager
Internet, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    3/5
  • Gebruiksgemak
    3/5
  • Functies en functionaliteit
    3/5
  • Klantenondersteuning
    4/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    7/10
  • Bron van de reviewer 
  • Beoordeeld op 31-3-2017

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

Opmerkingen: * 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.

Pluspunten: its relatively easy to use

Minpunten: Mobile app is slow and hard to navigate

Antwoord van de leverancier

van Teamwork.com op 21-4-2017

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 [email protected] 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 [email protected]

Best regards,
Therese

  • Bron van de reviewer 
  • Beoordeeld op 31-3-2017