Share the workload by assigning tickets to other agents or groups.
Private communication between users that is not visible to the customer.
Support multiple brands or support addresses from the same dashboard with unlimited mailboxes.
Update the status of a ticket to active, solved, closed, on-hold, waiting on customer, or spam.
Use tags to categorize conversations, monitor trends, and trigger workflows.
AKA canned responses. Insert these in two clicks to answer common questions.
Profiles are auto-populated, editable, and include all previous history.
No mouse required! Teamwork Desk can be used almost entirely via keyboard.
Add a personalized HTML signature to every reply.
Easily merge multiple conversations from the same customer into one.
Help your team tackle the most important problems first by assigning ticket priorities.
Customer Support History
See the full support history of every customer without having to search.
Keep mailboxes separated among agents with customizable privacy settings.
Batch ticket changes to avoid having to repeat the same action over and over.
Attach photos or documents up to 19.5MB by dragging them right into the ticket.
Quickly log telephone details to a customer's profile for thorough records and accurate support.
Real-time alert when people are viewing or replying to the same conversation.
Our editor makes it easy to add bold, italics, links, or lists to your replies and notes.
Create a confirmation message that is sent to customers as soon as their email is received.
Enable satisfaction ratings to get instant customer feedback when you send a response.
Custom Outgoing Settings
We can send emails on your behalf or use your custom SMTP credentials.
Incoming emails are run through a spam filter that learns from your actions.
Any conversation thread can be edited or hidden from the customer (like a note).
Smart inboxes allow you to organize tickets in the most efficient way possible. Categorize in terms of VIP clients, priority tickets, personal inboxes, and more.
Automatically assign tickets, add tags, send e-mails, and a whole lot more with triggers. Simply apply a condition and suggest an action, e.g. if ticket a contains x then assign it to y.
Give your customers as much visibility on their support requests as possible. Customers now have the chance to manage their own tickets, see and set their status, and set the priority and ticket type.
Ticket Time Tracking
Track your day with Teamwork Timer in Teamwork Desk. See how your team spends time supporting your customers every day.
Create custom fields in your tickets, embeddable contact form, customer portal or support site to capture information unique to your business.
Get instant feedback on how your customers feel about the support they get.
Measure your response time against increasing ticket volume.
Insights into the productivity of your whole team.
Measure company progress with tag time series reports.
First Response Time
First impressions are everything. Make sure your customers hear back right away.
From first response to ticket closure, ensure that customers are taken care of promptly.
Replies to Resolve
Gain insights into which parts of your business require extended customer interaction.
Drill in and see exactly how responsive, helpful, and efficient each agent is.
Help docs are powerful self-help tools. Ensure that your customers are empowered and engaged.
Gain insight into what your customers are looking to your company for.
Discover ways to make your business better by seeing what articles are frequently viewed.
Tickets by Channels
Social media, email, and phone. Focus your team's time and energy to where your customers are.
Dig in as deep as you want. Filter every report to find out exactly what you need in order to make informed decisions.
Day over day, week over week, year over year. See how your company has grown and changed with date ranges and comparisons.
Point any domain or sub-domain to your docs site for branding control.
Docs sites work on any device so customers find what they need wherever they are.
Access and restore previous versions of an article quickly.
Make your help docs site as beautiful as can be. Change colors, graphics, and just about everything else.
Spot support trends by seeing which labels are being used most among your team.
The Teamwork Desk mobile app has arrived for iOS. Whether you're between meetings, out of the office, or just away from your desk for a moment, customer support on the go has never been easier.
Easily organize your helpdesk tickets on the go. Support your customers from anywhere at anytime with Teamwork Desk's Android app.
Teamwork Desk API
Bend Teamwork Desk to your will using these read and write endpoints.
You can choose whether to give users access to more advanced management features.
Access, the Embeddable Contact Form
Allow your customers to easily search your help docs and reach your support team from any page on your website with Access, our new embeddable contact form.
With Teamwork Desk you can add unlimited part-time agents with no additional fees. Each part-time agent can reply to up to 10 tickets per month without ever being charged.
Security and Reliability
With five minute restore points and full offsite backups every 24 hours, protecting your data is our top concern.
Secure access over HTTP (SSL) is provided with all "teamwork.com" domains.
All user passwords are stored in the database only after being passed through a one-way hash-and-salt technique.
Only a select few members of our team have access to any production data. We won't even access your data without your consent. Ever.