Over the month of August we rolled out Teamwork Desk 2.0 to all of our customers and we’re delighted to see that more than 50% of all users are now using it every day! In case you missed our first post announcing that a refreshed UI was on the way, here’s an overview of what’s new, how to switch between Teamwork Desk Classic and Teamwork Desk 2.0, and all the important information in between.

So what is Teamwork Desk 2.0?

Teamwork Desk 2.0 is the cleaner, more modern user interface for Teamwork Desk that was designed to improve you and your team’s experience and bring a new level of clarity to your workday. While working on the design refresh, we also added some time-saving enhancements to improve your workflow. Find out more about our reasons for building Teamwork Desk 2.0 here

What’s new?

We also added some enhancements to save you time and streamline your workflow. Here are a few you can start using today:

New and improved Dashboard

We made it even easier for you to see your most important numbers at a glance. The Dashboard summary has been redesigned to give you a big picture view of tickets assigned to you, the inboxes you’re a part of and your company’s Customer Happiness Rating, giving you better insights on how you and your team are performing.


A more intuitive ticket form

We’ve made some small but mighty enhancements to the ticket form that will make ticket creation a breeze. The customer name and email fields are now combined to reduce the manual input of customer information so you can create tickets faster and more easily. You can also preview customer profiles directly from the new ticket form to ensure you are selecting the right customer on the ticket. As well as that, better filtering and clearer ticket instructions make for a much-improved agent experience.


A whole new People area

We’ve created a whole new section in the main header called “People”. This is a dedicated area for you to view and manage your Agents, Customers, and Companies. From here, you can quickly look up a customer or company and access their profile and ticket history.


Improved Help Docs

The Help Doc section will have some notable improvements, including a new overview page from where you can view and manage your Help Doc sites — but that’s not all. You can also clone Help Doc sites, add tables to your help doc using the document editor, run a keyword search and preview articles in-app.


More accessibility support

Making Teamwork Desk more accessible for everyone is important to us so we added some features to improve the agent experience. Teamwork Desk 2.0 now supports the screen reader on both Mac and Windows making it easier for visually impaired agents to support customers day to day. We’ve also added keyboard support to make navigating the app effortless.  

Switching between Teamwork Desk Classic and Teamwork Desk 2.0 

You’ll have the ability to switch between Teamwork Desk 2.0 and Teamwork Desk Classic through your profile on the top right of your site. At the bottom of the dropdown menu, you will have the option to switch to either one. Check out our Help Doc for more info. We’ve also added a banner to Teamwork Desk Classic to help you switch to Teamwork Desk 2.0 even more quickly!


If you’re an Admin and like what you see, why not make it official and move your team to Teamwork Desk 2.0 for good? Check out our help doc to see how. (We think you’ll be very happy together.)

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.


You can also send us an email on desk@teamwork.com. You can also check out our updated Help Docs site for all things Teamwork Desk 2.0 here.