Features

Desk gives you all the help desk software features to exceed customer expectations for an unforgettable support experience.

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Desk Features - Teamwork.com

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 help desk features

Give your team the resources to deliver an unparalleled customer support experience with Teamwork Desk 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.com integration

Connect Teamwork Desk and Teamwork.com 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.

Mailchimp integration

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

Desk Data Viewer

Provide your agents with the information they need to solve customer queries faster by connecting a third-party app using the Desk Data Viewer and customising the view to suit your workflow needs.

Live Chat

You can now use live chat to instantly engage with your customers to improve your waiting times and resolution rates.

Undo Send

With undo send, every agent will have time to recall a reply if they don’t want their message to be sent.

Scheduled ticket replies

With scheduled ticket replies, you can pinpoint the best time to send messages to your clients based on their specific time zone. Simply select the timezone in which the recipient is located, or pick your own desired sending time. How’s that for planning ahead?

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 so only the clients relevant to you will display.

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 issue at hand.

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

PDF friendly and printable versions of tickets display essential information like the ticket number, customer details, and the ticket details, which includes the status, date created, type, source, priority, inbox, tags, notes, and even your own custom fields.

Attachments

Preview or print images and PDFs. 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.

Ticket Templates

Ticket Templates include pre-populated values that can be used to fill in a new ticket in Desk quickly.

Enhanced Forwarding

Better transparency and readability of every forwarded message inside the ticketing system.

Archived Agents

Administrators can quickly add access to support tickets and emails for team members when they’re needed and also remove them when their work is done.

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.com), 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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