Teamwork Desk

Easy to use Application with Sleek UI

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

Pluspunten:

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

Minpunten:

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

Teamwork at SSI

Opmerkingen: 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

Pluspunten:

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

Minpunten:

at this time I do not have any negative or issues

Teamwork is great for big teams to manage client emails

Opmerkingen: Overall I've had a great experience with teamwork desk. It's great for big teams so other users can monitor their emails from the portal instead of logging into email accounts.

Pluspunten:

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

Minpunten:

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

Too many major issues. Would be perfect otherwise, easy to use, beautiful interface.

Opmerkingen: The customer service team offer fast and friendly responses. I really hope they sort out the cons, otherwise we will have to go elsewhere.

Pluspunten:

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

Minpunten:

• 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.

Overwogen alternatieven: Jira

Redenen om over te stappen op 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.

Easily the best support management tool

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

Pluspunten:

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.

Minpunten:

Some features are only available on the higher costs subscription packages

Overwogen alternatieven: SolarWinds Service Desk en Zendesk

Redenen om voor Teamwork Desk te kiezen: We required a system that was reliable and kept up to date, and worked well on mobile devices.

Overgestapt van: osTicket

Redenen om over te stappen op 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.