One of our promises when launching Teamwork Desk 2.0 was that we would deliver features and enhancements faster than before — and we’re staying true to our word. Here’s an overview of some great new additions that will make you more efficient so you can continue to deliver exceptional support to your customers. All of the updates listed below are only available on Teamwork Desk 2.0, so to start trying them out, be sure to make the switch.
Printer-friendly (and PDF-friendly!) tickets
Here at Teamwork, we’re big advocates of going paperless where possible to be more environmentally friendly. But we also understand there are times when you need to print tickets for processing orders, consolidating account records, company audits or even to present conversations in a meeting to colleagues who aren’t agents on Teamwork Desk. In Teamwork Desk 2.0, we’ve made it super easy to generate tickets optimized for occasions just like these. And for the times when you don’t need a hard copy, you can also generate a PDF version of a ticket for archiving, sharing, or saving to your own digital records. The new printer and PDF friendly version of tickets include essential information like ticket number, customer details, and ticket details such as status, date created, type, source, priority, inbox, tags, notes, and even custom fields.
To generate this printer-friendly version of a ticket, go to the three dots at the top right-hand corner of a ticket. Select Print Ticket to see your preview and simply hit Print — it’s that easy! You can also use keyboard shortcuts to print your ticket even quicker, use Ctrl+P on Windows or Ctrl+Cmd on Mac. To save a PDF version of your ticket, go to the three dots at the top right-hand corner of a ticket. Select Print Ticket and from the print options on your left, select Save as PDF under the Destination drop-down. From here you can choose where you’d like to save it on your computer.
Create more tickets, quicker
When you’re creating tickets one after another, filling out each ticket field can take up a lot of time. This new enhancement helps agents to save time using the Send and create another option. Once you send a ticket, you’ll stay on the ticket page and the ticket fields you had selected in your previous ticket — such as inbox, tags, source, priority, type, assigned, and more — will remain populated with the options you selected on your previous ticket.
Bring your most important information to the top
Reorder ticket information items in the right-hand side panel so you can bring your most important info to the top of the ticket. You can also toggle the buttons to disable any items that you don’t need so you can choose to display only relevant information.
Display your data using tables
You can now display information on a ticket in a more organized and structured way using tables. Tables help customers to grasp data at a glance instead of having to read larger chunks of text.
Quick copy email address
A small but mighty enhancement, now you can quickly copy a customer email address to the clipboard from the customer information panel using the quick copy function.
More intuitive ticket previews
We’ve added more preview visibility across Teamwork Desk 2.0 so agents can work on a ticket, view the customer profile, and see the full company details — all without leaving the view.
We want to hear from you!
Your happiness is important to us so we’d love to hear what you think. If you have any feedback or run into any issues, you can submit feedback from your profile on the top right of your site from Teamwork Desk 2.0. As always, you can reach out to us at firstname.lastname@example.org with any questions or check out our help docs here.