What’s new in Teamwork Desk
There’s a sense that productivity is soaring amongst companies as most have adjusted well from the shift to remote working. Like many others, Teamwork Desk has risen to the challenge and delivered a plethora of features, enhancements, and integrations over the last quarter — to help you work more efficiently.
Here are some of the features the team has been working on:
Improved Time Tracking
Over the last quarter, we’ve been working with customers to understand how we can help them increase their recurring revenue. We took those learnings and made significant improvements to the task time tracking feature within Teamwork Desk. We think you will love this feature because with it you can grow your revenue by ensuring all the time spent on client requests are tracked, reported, and billed.
First, we enhanced our integration with Teamwork. Now you can log time against multiple projects and invoices in Teamwork from a single ticket. To do this, you need to ensure that your time tracking tool is enabled in your Teamwork Desk settings. Once it’s enabled, you can begin logging your time against your different projects in Teamwork. Once you click Save to submit your log, the entry will appear under the associated project in the ticket’s time tracking area and it will also appear in the Time area of the relevant project in your Teamwork site.
Next, we added a new Time tab to Customer and Company profiles, allowing you to view the time that is logged across customers’ tickets and company tickets. Navigate to the People area of your site and select either the Customers or Companies subsection. From here, select the relevant customer/company profile. In the Time tab of the selected profile, you’ll see a list of all the time entries agents have logged on tickets associated with that profile. You can also see the total time spent on their tickets and you will be able to easily filter the information and time range that applies to your inquiry and then export that information as you need it.
Enhanced integration with Teamwork CRM
We know it’s key that our products work together seamlessly for you. That’s why we constantly aim to enhance our integrations with the entire Teamwork suite.
We recently enhanced our integration with Teamwork CRM to help you save time and increase revenue by creating a lead, opportunity, or contact from directly within a Teamwork Desk ticket.
When viewing a ticket in Teamwork Desk, go to the ticket options sidebar on the right hand side and expand either the Leads or Opportunities subsection. Simply click on the Add button to create a new lead or opportunity, and populate all the relevant fields. Once you’re ready, click on the Add button and your deal will automatically be added to the ticket options sidebar. You’ll also be able to view the new details in your relevant pipeline within Teamwork CRM.
We also spent some time this quarter, improving external integrations. If you use Mailchimp, then we’ve got an integration for you which will help you drive the growth of your company.
Simply link your Teamwork Desk account with Mailchimp. Then add your leads or customers to your Mailchimp audience, to ensure they receive the appropriate email campaign.
See how to set up the integration with Mailchimp here.
If like us, you like to gather actionable feedback from your customers, you will be delighted (pun intended) with our latest integration.
Now you can link your Teamwork Desk account with Delighted to generate NPS, CSAT, CES, and 5-star rating surveys.
Follow the steps in our help doc to enable this integration.
We’ve introduced our new Inbox Administrator permission type, not only to take the pressure off you and share your workload but also to ensure your teams can keep their private communications – private. Now each individual team e.g. your HR or Billing team can host their communications in Teamwork Desk, safe in the knowledge that only those who are permitted to see those communications can view them.
You can grant senior agents and team leads more control over inbox options such as triggers, canned responses, and inbox permissions for individual inboxes.
In the settings area under your profile, select the Inboxes tab and click the relevant inbox to open the inbox profile view. From there, select the Inbox Permissions tab from the left panel. Here you will see a list of the agents that currently have access to that inbox, along with an Inbox Admin option for each agent. Simply toggle on the inbox admin option to the right of an agent to grant them administrator permissions for the inbox.
Preview images directly within a Ticket
Save time and refrain from getting distracted by having to open multiple tabs or download images. Now you can preview and print images and PDF’s or watch videos directly from within a ticket thread or the attachments area of a ticket.
Simply click on the file name within the ticket and a pop-up window will appear showing the attachment.
Introducing Companies to our Starter and Deliver plans
We know the value that the Companies section offers our Grow and Enterprise clients and wanted to share that resource with our customers on the Starter and Deliver Plans.
You can create, view, and manage companies on your site in the Companies subsection of the People area. Access to all Company related features differs depending on the plan you are on so take some time to view our help doc to see all the value you can get by utilizing the Company section.
Smart Inbox Management
We know that it’s important to reduce the noise within Teamwork Desk. Now you can customize which smart inboxes are displayed in the Tickets area of your site.
To personalize your smart inboxes, click the filter icon at the top of the list within the Smart Inboxes subsection of the left sidebar. Select/unselect each smart inbox by clicking on the checkbox, and simply drag and drop to reorder the list to ensure the ones most applicable to you appear at the top.
Get more insights on Triggers
As the number of admins within your team increases, the who and why behind the creation and editing of triggers can get unwieldy.
Therefore we’ve added new columns to the triggers list view within Teamwork Desk to help you identify who created each trigger and who last updated it, so you know who to refer to if further edits are needed.
Instantly see if ticket responses have failed to send with our new delivery notifications. You can quickly and easily check their status from one central view to see if any of your replies are still pending or have failed to send.
To access your delivery notifications, simply click on the notification bell and click on the delivery notification icon (it’s the warning symbol consisting of a triangle with an exclamation mark inside) to view your list and filter your view to see only the pending or failed tickets.
We would love to hear any of your feedback on our latest releases, please email firstname.lastname@example.org.