Teamwork Desk Reviews

Pros

Ability to customize it and handle development in-house has really helped improve our operational processes.

Cons

Setup can get fairly complex depending on what your specific needs are.

Pros

For me working with a team feels very effective with this software and it also handles automatic tasks really well like generating tickets and sending automated responses.

Cons

Complexity can be both a strength and a downside. Because of that some simple tasks can end up being more complicated than they normally should be.

Pros

We only used it for a fairly short time and the switch happened while we were growing because a few features we needed just weren't available yet. That was nearly five years ago though so I'm sure the product has evolved since then. Even with that, I'd still recommend it.

Cons

Starting with it was very easy and the company's support team was excellent overall. During onboarding, I really didn't run into any issues or roadblocks.

Pros

Works really well for connecting and interacting with other computers. It's also easy to use and quick to deploy.

Cons

It did crash from time to time although that seemed to be related to internet connectivity issues.

Pros

It does a really good job of keeping our different company divisions organized. It also lets people collaborate on specific inboxes with others, as long as they have the right access.

Cons

One thing that can be unclear is when someone was included on a previous email but you no longer want them on the thread. It's not always certain whether they'll still be able to see the emails that follow.

Pros

This tool comes with a lot of really useful features, like custom trigger setup, multiple inboxes, simple ticket reassignment, training wheels and support for different agent types.

Cons

There's nothing about it that I dislike.

Pros

Having everything for customer support in one place has been a big plus. It keeps all client questions organized and automatically turns each one into a ticket which makes it much less likely that a request gets missed. Since the team can work on tickets together there's also less chance of any customer issue being overlooked.

Cons

It doesn't connect with many of the other tools we use to improve the customer experience.

Pros

Routing incoming requests to the right person is very easy and the follow-up timers are really useful when no one has responded yet.

Cons

There are still a few features I'd like to see added especially automation and the ability to assign projects from it to Desk to make things more convenient.

Pros

Platform is easy to work with the interface looks polished and it has a lot of smart features that make it seem like it can handle just about everything you'd want and then some.

Cons

A major problem is the lack of integration between Desk and the CRM companies/contacts which makes no sense. When a spammer reaches out to our desk the system permanently creates a customer/contact and even though this was reported over a year ago, it still hasn't been fixed. Because of that, our client database has turned into a mess and is becoming impossible to manage with all these spam contacts in it. There's also no option to archive a customer who has left. If you delete a customer instead, all of that ticket history disappears with them. On top of that the reports in the dashboard constantly fail to load.

Pros

Trial comes with a lot of functionality and getting it installed and configured was easy. The YouTube videos online are also very helpful and packed with useful information.

Cons

One downside is the number of emails from the business development team trying to upsell extra features especially after you've already filled out a survey explaining why you're testing the software.

Pros

Using it to manage all client communication has been really helpful. The 3-day reminder when something is marked as "waiting on client" is especially useful and I also like that it can be tied to tasks. That makes creating action items for the team very convenient.

Cons

Reporting can be a bit unclear especially when trying to figure out which exact activities are included in metrics like "Average Response Time."

Pros

From my perspective having customer conversations externally and internal team communication in the same platform is a really valuable feature. It keeps everything connected in one place and makes collaboration much more convenient.

Cons

Storage choices feel quite limited and upgrading for more capacity is more expensive than it should be.

Pros

It makes ticket assignment and follow-ups fast and efficient. Another big plus is how well it connects with other applications including Harvest which we already use.

Cons

Mobile app still needs some improvement to feel much more user-friendly.

Pros

Having multiple inboxes brought everything into one aligned place which has made handling support tickets for lots of clients much more manageable. I really appreciate how organized it feels now.

Cons

There hasn't been anything to complain about. Everything has worked well overall and although billing was a problem at one point the updates took care of it.

Pros

Three things really make this software worth reviewing. First, it helps our team get things done efficiently. Second the pricing feels exactly right, not too cheap and not too expensive, just well balanced. And third they keep improving the product continuously and they are doing that extremely well.

Cons

One concern I have is that they seem to be giving in to Slack and the chat feature is not as strong as it could or should be.

Pros

Our team depends on the support desk every single day and it's become a major asset for the company. It helps us stay on top of client needs and makes sure nothing slips through the cracks.

Cons

Feature that gets frustrating is not being able to add a task to a task list once it's been moved into the completed section. If something new comes up that belongs there, I have to unpin that task list first and only then can I create the task.

Pros

Assigning work to team members is very easy and being able to turn a ticket email directly into a project management task is easily one of the most useful parts for me. The spam filtering is decent overall though it still needs improvement since some clearly junk emails still end up in the mailbox. That said the whitelist and blacklist settings help keep most of it under control. I also really appreciate being able to add notes and notify a teammate without having to assign the ticket to them first.

Cons

Forwarded messages from clients do not always make it through. At times, I have had to ask them to send the message to my Gmail account instead so I can receive it. It would also be much better if our package included all team members up to a certain limit rather than charging separately for each person.

Pros

Getting started with it is very easy and using it day to day feels simple as well. As a ticket management system, it handles the core job reliably and works well. The integration with TWPM is also a nice plus.

Cons

One thing it lacks is any real concept of shared tickets, companies or shared owners.

Pros

Being able to connect tickets to tasks has been a huge plus for our team and creating new tasks from incoming tickets fits really well into our workflow. We also appreciate seeing when someone else has opened a ticket and the system letting us know if another teammate is already working on a reply helps avoid overlap and keeps collaboration organized.

Cons

This is not really a downside, more of a missing feature, we'd love the option for multiple team members to work on the same draft email at the same time, similar to how Google Docs handles live collaboration.

Pros

Customer support gets back to us at a decent pace. Accessing it on mobile is still quite challenging and the app has its fair share of bugs.

Cons

I'm hoping the Happiness Scoring feature can be included as an extra benefit on our account since we've been relying on it across all our internal communication and support services.