Over the last 2 weeks the Teamwork Desk team have been gifting new features and enhancing current functionality to help you streamline your work and save you time. Here is an overview of the features released:

Ticket Deck

The first feature released was the Ticket Deck. Now you can easily close off your excess browser tabs and prioritize the tickets that need to be actioned by adding them to your personal Ticket Deck, located just to the right of your search bar. 

Simply use the Ticket Deck to bookmark and quickly toggle between a custom set of tickets. You can individually add a ticket through the ticket options menu. While viewing a ticket, click the options button in the top right and select Add to Ticket Deck. You can also bulk add tickets to the Ticket Deck while viewing a list of tickets in one of your inboxes. Simply select the checkboxes to the left of each relevant ticket to reveal the ticket options toolbar and then click the Add to Ticket Deck option.

This new feature saves you time and allows you to focus on your most important tickets.

Ticket Deck

Within Teamwork Desk you’ve been able to use the filters pane to refine your search results when searching for items. Now you can use our new Date Range filter to search for tickets within a specific date range and easily preview the top results.

Save time by being able to quickly find the ticket, company, customer, or help doc that you need to work on.

Date range filtering in Search

Bulk Merge

No one likes too much repetition, so our next gift to you is the ability to bulk merge tickets directly in the ticket list view. 

When viewing a list of tickets in an inbox view or in search results, use the checkboxes to the left to select each relevant ticket. Once selected, click the Merge Ticket option from the bulk actions toolbar at the top of the list.

Bulk Merge

Search Preview

Within Teamwork Desk, you can use the site-level search to quickly find various items. You can now also refine your search by clicking one of the item types in the dropdown before entering your search term enabling you to filter the search field and preview the top results from any screen in Teamwork Desk

The results are clickable and will bring you to the full view for that particular item (ticket, company, help doc, customer).

Search Preview

Quickly Add Tasks

By using the new Quickly Add Tasks panel - you can save time by quickly adding multiple tasks to a Teamwork project in just a few clicks.

You can also take it a step further by using shortcuts to set task properties for the following content:

  • Assignee

  • Description

  • Start and due dates

  • Estimated time

  • Tags

  • Priority

Quickly add tasks

Default Alias 

As you know you can reply to a customer's ticket through an alias you have set on the inbox. We’ve enhanced this feature so now you can set a default alias address to automatically appear as your “send from address” for each of your inboxes in Teamwork Desk. 

By selecting a default, all replies will appear as coming from that default address instead of the original inbox address. For example, when tickets come into info@mycompany.com, they can be routed to other inboxes (e.g. sales, billing, support) because of access or workflows, but for recipients - all replies can still appear to come from info@mycompany.com.

Default alias

Enhanced Private Notifications

And last but not least, we’ve enhanced the security of your customer communications.  Now you can enable private notifications at an individual inbox level, adding an additional layer of security to your customer communications when it's needed. For example, when in contract negotiations, or handling sensitive content, you can move a ticket to an inbox with private notifications enabled and then no sensitive information will be shared via email.

Enhanced Private Notifications

We hope these recent updates help you and as always if you have any feedback or questions, please leave a comment below or contact us at desk@teamwork.com. Happy Holidays!