Teamwork Desk goes great with Teamwork Projects and Chat
May 21, 2018
Teamwork Desk goes great with Teamwork Projects and Chat
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Desk
Overall Satisfaction with Teamwork
We're using Teamwork Desk for customer support. Our customers can email their issues, submit a ticket through our platform, or use popup form. Desk allows us to provide assistance to our customers when they need it. One of the reasons we chose Desk is the integration with Teamwork Projects. So we can turn tickets into tasks to be completed. That allows us to track work associated with tickets, and be able to deliver flawless service.
- Smart Inboxes allow us to filter tickets into specific themes/categories that we can use for prioritization
- Teamwork Desk integrates with Teamwork Projects to turn tickets into tasks
- The text editor is pretty easy to use to write replies, insert (paste) images, etc.
- Feedback email sent to customers works well, customers leave ratings
- Some great ways to automate certain stuff
- API and webhooks are very flexible and detailed
- Desk allows part-time agents which they don't charge for, so you can bring someone in to help on select tickets
- Help docs can be cumbersome to manage, especially write articles
- The mobile app is good, but there's A LOT of room for improvement (I believe they are working on new app)
- Pricing can be a bit steep the more users you get for higher end plan
- Needs to provide a good way to integrate third-party data inside tickets... For example, show customer's orders while viewing ticket
- Needs a better popup form, current "Access" widget is not very good
- Desk makes it easy to collect feedback after ticket is closed, so we get good amount of ratings to know how we're doing
- Having mobile access allows us to reply to customers quickly and on-the-go, so we don't have to wait to get to our computer
- Integration with Projects is really key, it makes everything streamlined and organized. It saves us dozens of hours every month being able to track and organize everything, without the need for extra typing, clicking, waiting on pages to load
- It helps us deliver outstanding support and fulfill services efficiently
All help desk solutions we tested were good in terms of features and ease of use. The main reason we chose Desk is because of Teamwork Projects integration, since we're using it to manage our business. Desk delivers great user experience for agents and customers, so I'm happy with the choice we made.