---
title: "Teamwork Desk | Help desk software | Teamwork.com"
description: "Teamwork Desk turns client emails into tickets and tickets into billable tasks in Teamwork.com. Plans, features, the Dotty AI add-on, and how Desk connects to project delivery."
---

# Teamwork Desk

> Teamwork Desk turns client emails into tickets and tickets into billable tasks in Teamwork.com. Plans, features, the Dotty AI add-on, and how Desk connects to project delivery.

Teamwork Desk is help desk software for client-service businesses. Every client email becomes a ticket, and any ticket can become a task in Teamwork.com, so support work is tracked, billed, and visible alongside project delivery rather than sitting in a separate inbox.

It is a separate product from the Teamwork.com project management platform, licensed per agent and billed separately, and it is designed to be used alongside Teamwork.com rather than on its own.

## Who it is for

Agencies, consultancies, IT services and other teams who support clients and need support time to be accounted for. The distinguishing feature against general-purpose help desks is the link to project delivery: time logged on a ticket flows into budgets and retainers, and a ticket can become a task on the project that resolves it.

## What it does

- **Email to ticket** - Syncs with an existing inbox (Outlook or Gmail). Every client email becomes a ticket, so nothing is lost in a shared mailbox.
- **Per-client and team inboxes** - Separate inboxes per client, or shared team inboxes for collaborative handling.
- **Ticket to task** - Create a Teamwork.com task directly from a ticket. The task syncs back, so support and delivery share one source of truth.
- **Billable support** - Track time on tickets and have it update Teamwork.com budgets and retainers automatically.
- **Automation** - Triggers and custom views sort, prioritize and escalate requests without manual triage.
- **Customer portal** - A branded portal where clients submit and track their own requests, with mandatory fields to stop the back and forth chasing information.
- **Help Docs** - A self-service knowledge base with a custom domain, full CSS customization and unlimited articles.
- **Reporting** - First response time, handle time, replies to resolve, top agents, agent performance, tickets by channel, and customer happiness ratings.
- **Compliance** - HIPAA verified on Enterprise, with 256-bit encryption, 2FA, SSO, IP-based access control and auto-logout available.

## Plans and pricing

Prices are **per user / month, billed annually** (annual billing saves ~29% vs monthly). Paid plans include a **30-day free trial, no credit card required**. Note the Teamwork.com platform plans use a 14-day trial instead.

| Plan | Price (per user/mo, billed annually) | Agents | Adds |
|------|--------------------------------------|--------|------|
| Starter | $9.50 | Up to 10 | Teamwork.com integration, free Help Docs site, customer portal |
| Pro | $17.00 | Unlimited | Track time on tickets, triggers, live chat |
| Premium | $33.00 | Unlimited | Happiness ratings, custom fields, full reporting, business hours, scheduled tickets, SLAs |
| Enterprise | Let's talk (contact sales) | Unlimited | HIPAA verified |

Each plan includes everything in the plan below it.

## Dotty AI add-on

Dotty is the AI teammate for Teamwork Desk, available as a **paid add-on on all Desk plans**. It is priced **per installation, not per seat**.

| Item | Price | Included |
|------|-------|----------|
| Dotty add-on | $69 / month per installation | Analysis of 1,000 tickets and 100 suggested responses |
| Additional suggested responses | $9 per 100 responses | On top of the 100 included in the add-on |

What Dotty does:

- **Similar tickets** - Surfaces earlier tickets that resemble the one being worked on.
- **Ticket summaries** - Condenses long threads so an agent can pick up context quickly.
- **Trends** - Identifies patterns across incoming tickets.
- **Suggested replies** - Drafts responses for an agent to review and send.

Dotty is separate from the TeamworkAI teammates (Scout, Flo, Remi, Kash, Jack) that come with Teamwork.com platform plans.

## Feature detail

- **Ticket management** - Inbox sync with Outlook or Gmail, email ticketing, merge and split tickets, followers, ticket export, attachments, delivery notifications, archived agents, companies, shared tickets, ticket tags, ticket templates, undo send. Time tracking on tickets, live chat, scheduled replies and scheduled tickets from Pro/Premium. Customer satisfaction ratings, custom fields and SLAs on Premium.
- **Agent productivity** - Canned responses, collision detection, private notes, filtered search, part-time agents, notification history, business hours, Training Wheels onboarding, Mailchimp integration, inbox administrator, Desk data viewer.
- **Automation** - Custom views, triggers, task automation.
- **Collaboration** - Teamwork.com integration, customizable task and ticket workflow, ticket time tracked in Teamwork.com, ticket forms, embeddable contact form.
- **Customer portal and Help Docs** - Help Docs with custom domain, full CSS customization, unlimited articles, IP-based access control.
- **Reporting** - First response time, top agents, handle time, replies to resolve, agent performance insights, tickets by channel, Help Docs reports, Delighted integration.
- **Security** - Database backup, 256-bit encryption, secure passwords, 2FA, advanced security, IP-based access control, auto-logout, bulk download prevention, single sign-on, HIPAA verified (Enterprise).
- **Apps and API** - iOS app, Android app, Teamwork Desk API.
- **Support and branding** - Email support, custom SMTP.

## Billing

- **Billing cycle:** Monthly or annual, charged automatically. Annual can be paid offline by arrangement.
- **Changing plans:** Cancel, upgrade or downgrade at any time. Upgrades are charged pro rata, crediting unused time on the old plan.
- **Payment methods:** Credit card (Visa, MasterCard, Maestro) for monthly; invoice and bank transfer for annual.
- **Discounts:** Available for non-profit organizations, contact sales@teamwork.com.
- **Tax:** EU sales tax applies to Irish customers and EU customers without a valid Tax Registration Number. Fair usage applies.

## Links

- [Start a Desk trial](https://www.teamwork.com/signup/desk/): Free 30-day trial of Teamwork Desk, no credit card required
- [Book a demo](https://www.teamwork.com/contact/sales/): Personalized demo with the sales team
- [Desk pricing](https://www.teamwork.com/desk/pricing/): Plans and the Dotty add-on
- [Desk features](https://www.teamwork.com/desk/features/): Full feature list
- [Teamwork.com pricing](https://www.teamwork.com/pricing.md): Platform plans in markdown, priced separately from Desk