Features

Desk gives you all the help desk software features you need to exceed your customers’ expectations and provide an unforgettable support experience.

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Desk Features - Teamwork

Teamwork Desk is one of my top productivity tools. If you have any type of customer support in your company, don’t try to manage it through email. Use Teamwork Desk instead. It works, and saves you time that allows you to look after your customers.

–David Forster, Operations Director for See Green
Product overview

Key features

Ticket management

Track, manage and organize customer communication by turning emails into tickets.

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Automation

Automate your helpdesk workflows to speed up your support and give your team more time to be human, helpful, and kind.

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Training Wheels

Build confidence and knowledge from the outset by empowering your agents to continuously learn by doing, and at the same time, ensuring that your customers always receive high-quality responses.

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Business Hours

Track your agents’ response times by mapping your company business hours to Teamwork Desk.

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Agent productivity

Empower your team to exceed customer expectations by giving them the tools to provide helpful responses more efficiently.

Canned responses

Keep your customer support answers quick and consistent by using pre-populated responses to reply to common queries.

Collision detection

Avoid communication mishaps by alerting your team when another agent is viewing or replying to the same ticket.

Priority tickets

Deal with critical customer issues first by prioritizing tickets, using whatever criteria makes sense for your business

Custom tags

Add more context to queries and create a more organized inbox by adding customizable tags to tickets.

Teamwork integration

Connect Teamwork Desk and Teamwork to streamline your workflow and reduce the time spent on repetitive tasks. Create tasks from tickets, or tickets from tasks to build smarter processes for your business.

Teamwork CRM

Connect Teamwork Desk with Teamwork CRM to enhance the efficiency of your work by easily creating a lead, opportunity, or contact from directly within a Teamwork Desk ticket.

Mailchimp Integration

Drive the growth of your company by linking your Teamwork Desk account with Mailchimp. Add your leads or customers to your Mailchimp audience, to ensure they receive the email campaign that is meant for them.

Ticket management

Track, manage and organize customer communication by turning emails into tickets.

Smart inboxes

Take the hassle out of organizing your tickets by setting up a smart inbox to do it for you — so you can focus on replying to your client. Customize your smart inboxes by using the filter to display the ones that are importatnt to you.

Unified and shared inboxes

Track and manage incoming support tickets from one shared team inbox and easily find every email that's assigned to you in your own unified inbox.

Automate with triggers

Save time and get quicker resolutions by using triggers to take care of repetitive tasks like assigning tickets, adding tags, and sending emails — so you’re free to focus on the trickier things, like solving customer issues.

Customer portal

Put your customers in control. With our customer portal, you can give your customers visibility over their requests and the power to manage their own tickets.

Print and export tickets

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.

Attachments

Preview and print images and PDF’s or watch videos directly from within a ticket thread or the attachments area of a ticket.

Delivery Notifications

Quickly and easily check the status of your tickets from one central view to see if any of your replies are still pending or have failed to send with our new delivery notifications.

Reporting and Analytics

Get detailed reports on ticket activity, agent performance, and customer happiness, so you can pinpoint areas for improvement and keep striving for excellence.

Customer happiness

Get instant feedback on the support experience and make sure you’re delighting your customers by sending automated surveys to measure customer happiness.

Agent performance

Drill down and see exactly how responsive, helpful, and efficient each agent is — and how you can help them develop.

Productivity indicators

Keep an eye on your key performance indicators like first response time, handle time, or number of replies to resolve, so you can see what's working and what you can improve.

Company insights

See how you’re performing on a per-organization basis with tailored insights on the team’s responses times, each company’s happiness ratings, and their overall engagement.

Time Tracking

Grow your revenue by ensuring all the time spent on client requests are tracked, (by logging time across your cusomters' and company tickets as well as logging time against multiple projects and invoices in Teamwork), reported, and billed.

Delighted Integration

Link your Teamwork Desk account with Delighted to generate NPS, CSAT, CES, and 5-star rating surveys and gather actionable feedback from your customers.

Knowledge Base

Give your customers access to 24/7 self-service support (and reduce ticket volumes for your agents) by setting up a Help Doc site.

Fewer queries

Empower your customers to find the information they need without having to contact an agent by creating help doc articles for common queries.

24/7 support

For those times when your support team isn’t on duty, Help Docs are here to help.

Article insights

Understand how your customers are interacting with your Help Docs site by viewing insights on top performing help doc articles, answers found, average duration on site, and more.

Contact forms

Customers can easily search your help docs and reach your support team from any page on your website through the embeddable contact form.

Get started with Teamwork Desk

One central place to manage communications with transparency and accountability — helping you to deliver unforgettable customer support.

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