Introducing the new Teamwork Desk and Custom Views

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Note: We're rolling out the new Teamwork Desk over the next few months, to make sure everything works seamlessly. A "Try New Desk" button will appear when your account is given access!

The team behind Teamwork Desk is committed to helping you provide the smoothest client communication and best customer support experience possible. That’s why we're excited to introduce a refreshed and simplified Desk, to give you a faster, sleeker experience.

It’s got all the same functionality that you’re accustomed to, with a clean, modern look and layout that makes it easier to find what you need.

Blog post image We've listened to your feedback, and have decluttered and redesigned Desk to be more intuitive, easier to use, and faster to load. The redesign makes it simpler to navigate to the areas that are important to you.

Looking familiar? You might recognize the new layout from using Teamwork, because, well, we’ve used the same UX and design system. We wanted to create a familiar experience, to make it easier to navigate between the two.

You'll be able to switch to the new Desk by clicking on the "Try New Desk" blue button at the top of your screen when you log on.

(Not a fan of change? You can switch back after trying it out via your profile menu.)

New navigation, same functionality

Don’t worry - the functionality you’re accustomed to within Desk is still there! We just know that your time is valuable, and you don't want to waste it searching for the information you need. That's why we've made it a priority to focus on what's most important to you.

We’ve moved the main navigation from the top of your screen to a side panel. You can find it at all times on the left side of the screen, making it easier than ever to search for tickets and access your top items.

Blog post image A few things to note:

  • With the “Quick Add” button, all of your top items are now in one convenient location so you can find them quickly.

  • The search bar is always right there, so you can easily find the ticket you’re looking for. You'll also see all of your recently viewed tickets, so you can jump right back in.

You’ll see the items that matter most at the top of the Ticket list navigation, including the active tickets in your Starred Inboxes and My Tickets so you can see the most important numbers at a glance. We’ve also simplified things by removing some unnecessary clutter.

You’ll see the number of New tickets in each inbox shown in the side navigation, making it easier to see what’s new.

Blog post image All other statuses, including Assigned, Solved, Closed, and any other custom ones you’ve created in your settings, can be viewed within each inbox. Once you click into one of your inboxes or views, you will see all statuses and the number of tickets associated with them on top.

The side navigation panel is collapsible, so you can pop it out to easily access your Inboxes and Custom Views, or collapse it to get a full-screen view of your tickets with no distractions.

What are Custom Views, might you ask?

Custom Views

Want to filter and organize your tickets based on specific conditions? We’re introducing Custom Views (formerly known as Smart Inboxes), so you can create a personalized view that shows only the tickets that matter to you.

You could create a Custom View for all tickets that are waiting for a customer response. You could view all tickets from a particular client, or that have been assigned to a particular agent. You could gather all of your high priority tickets together. We could go on.

You can see all of your Custom Views within your Tickets, and quickly create a new view from right there. You can choose to share your Custom Views with your team, or keep it personal.

Blog post image When you set up a Custom View, you will group your tickets by specific criteria such as status, assignee, priority, or inbox. This will allow you to easily view and manage the tickets that are most important to you.

You’ll then choose the conditions that will determine which tickets appear in your Custom View. For example, you might choose to show all tickets that are assigned to you, or all tickets that have a certain tag.

For those who previously used Smart Inboxes, rest assured that the functionality is remaining the same and no action is required.

Try the new Desk

Over the next few months, you'll be able to try out the new Desk by clicking on "Try New Desk" at the top of your screen. If you wish to switch back, you can do so through your profile menu.

So get ready to navigate like a pro and make your clients happy!

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