Teamwork Desk Reviews

Pros

Everything works together really well and I appreciate getting notifications for just about everything.

Cons

It can be a little confusing at the beginning to figure out which option to use for what you need but once you spend some time with it and learn how it works, it becomes much easier.

Pros

Notes feature makes it really simple to keep a clear record of what's going on. I can follow where a ticket has been and leave messages about where it needs to go when certain things happen which helps a lot.

Cons

The editor is probably the weakest part. I used to work from emails where we'd reply to specific points using coloured text and that kind of text colouring isn't supported here.

Pros

Ticketing is a big win for me. Being able to follow a task from start to finish makes a huge difference and unlike email, everything stays in one place with all the messages and notes together.

Cons

For long-term planning across projects, I'd really like a single view of all project timelines so I can spot resource overlaps and know when to kick off the next phase of another project. A Gantt chart that includes all open and pending projects would be really helpful.

Pros

Moving around the ticketing system feels very easy and I was able to get comfortable with it quickly. One feature I really appreciate is being able to create a task directly from a ticket.

Cons

A few things still need work for me. First there's consistently a delay before tickets show up in the system, while the email notifications arrive several minutes earlier. It would be much better if tickets came through in real time or at least within a minute. Another issue is that when I create a task from a ticket the body of the ticket doesn't automatically carry over so I have to copy and paste the details manually. On top of that, creating a task from the Desk doesn't let me insert images directly into the task description and having them only as attachments makes them less visible. Lastly, reporting has been unreliable whenever I try to pull data for more than six months. Because of that, I can't really rely on the built-in analytics and usually end up exporting the raw data and doing the reporting myself outside the system.

Pros

Being able to connect work tickets directly to my team's tasks has been really valuable. It keeps everything organized and helps us work through customer issues more efficiently.

Cons

Every now and then it runs into problems while creating tickets. I can begin writing up a task but if I click into another section the whole description I entered gets wiped out.

Pros

One feature that really helps is how tasks can push linked tickets back to "Active" and automatically email agents so they can follow up as soon as the task is finished, no matter who completed it in Projects. It's also really useful that users don't need to be inside Desk to complete tasks connected to Desk tickets.

Cons

There have definitely been some glitchy periods with the software especially during the roughly six months after the Desk 2.0 release. Every couple of months there are days when it just doesn't perform very well. Ticket counts in the left sidebar don't always refresh correctly and the email composer's text editor is pretty limited and feels very bare bones.

Pros

Using it feels pretty simple and setting up canned responses makes quick messaging a lot more efficient. It's also convenient that you can reply to tickets from both the desktop version and the mobile app.

Cons

One thing missing is an automatic after-hours option where you can define a time range to mark tickets that come in outside of office hours.

Pros

Setting this up and getting it used was easy. The service has been really great and rolling it out to employees was simple as well.

Cons

The reporting could work better. I also wish hiding the Knowledgebase from the public was more convenient and it should be more obvious when a note is internal versus when a reply is going to the customer.

Pros

Getting comfortable with the platform doesn't take long at all. The interface is clean and easy, without a bunch of extra dashboards piled on top so it never feels overwhelming or intimidating to use.

Cons

One limitation is that variables can only be inserted through canned responses. It would be much better if variables could also be added directly while typing tickets, maybe through a keyboard shortcut.

Pros

Every day SSI relies on the Project Management side but the move to Ticket Management made an even bigger difference. Before this, we didn't have any ticketing system at all and with a growing company serving 200+ customers, we needed to automate ticket handling to deliver the level of support our customers expect.

Cons

At this point I don't have any complaints or issues to mention.

Pros

Once everything was up and running, using it day to day was just as easy. It's an excellent fit for anyone running a support desk especially since incoming tickets can be assigned to specific agents and the notes feature lets teammates step in and help each other when needed.

Cons

A few features are locked behind the more expensive subscription tiers which can be limiting unless you upgrade.

Pros

Right away the platform feels very user-friendly and the preprogrammed canned responses make sending quick messages much faster. It also works well for teams because you can have full-time agents and part-time users at a lower cost. Another plus is being able to reply to tickets from either the desktop version or the app which adds a lot of convenience.

Cons

One thing to be careful about is replying through email since you really need to check whether your response is going to your team or directly to the client. If you miss that a ticket message came from the client, it's possible to think you're sending a private internal reply when it actually goes out to them which can be risky. Because of that, it's safer to handle responses through the desktop version or the app.

Pros

After using this product on and off for more than seven years, I keep coming back because, honestly the alternatives just don't measure up. Each time I return, I'm struck by how much improvement has been made in the meantime. This round, I came back because we're handling some larger projects and I was moving away from Salesforce.com. The setup is easy, it covers what we need and it connects well with many of the services we rely on every day to support our clients. Another thing I really appreciate overall is the support team. I'm based on the US Pacific coast while they're in Ireland yet I still get timely replies and the answers are thoughtful rather than canned. That's something I really dislike with other companies that seem to hide support away and send generic responses.

Cons

Although great tool but a few missing pieces still come to my mind, integrations with hosted VoIP platforms such as RingCentral, 8x8 or Mitel would be valuable. It would also help to have integrations with remote access tools like SplashTop or LogMeIn. I'd really like to see two-way integration between Projects, CRM and Chat as well. That would be a huge win since entering client information once in the CRM and having company contacts and details sync across all products would save my team from constantly digging around for information. Integration with IT Glue (itglue.com) would also be a big addition. It's quickly becoming a standard platform for MSP documentation and being able to pull up all machine data for a client directly from a ticket would be incredibly useful. There are definitely more ideas but that's a great starting point ,-).

Pros

Having chat, documentation and everything a team needs in one place makes collaboration much better. It's really convenient to keep everything together in a single platform for working as a team.

Cons

It's missing a task management mode and there's no way to integrate Microsoft To Do.

Pros

It's been an ideal support system for us and offers some of the best value for the money.

Cons

One thing I'd really like to see improved is the note feature on customer accounts. It would be much more useful if agents could add more detailed notes about a company or customer for others on the team to read.

Pros

Teamdesk is put together really well, with a simple interface that still feels highly functional. The rollout has been successful too, with about 80% of the workforce using the software every day.

Cons

It would be better if exporting information was more capable, along with more flexibility to build user-defined analytics reports for management to review.

Pros

Overall I'm really happy using it. It's user-friendly for both my clients and my team and the biggest reason I rely on it is how it connects with my CRM system, it Projects.

Cons

One area that's still a bit unclear is the proper way to integrate it with Projects. Also, when a project is closed in it the ticket doesn't close automatically which makes the workflow feel a little confusing. I'd definitely benefit from more training on that part.

Pros

One of the best parts for us is how email tickets and projects work together. We can turn a client's email request directly into a task, attach details, documents and photos then close or update that task without ever leaving Desk. We also really appreciate how customizable the project side is since we can customize it to fit the way our company works. On top of that the time tracking and billing tools are a big plus. It has pretty much everything we need to keep the business running efficiently without having to spread our resources across multiple systems.

Cons

Getting everything integrated took a bit of time although the learning curve overall was still manageable. We'd really like stronger employee time-tracking features especially the ability to view logged time by day, week or month and compare similar tasks across projects to see average completion times and identify where certain jobs took more or less time for accountability and efficiency. The mobile apps also need work. You can't send Desk tickets from inside the app and the functionality there feels very limited. There has also been some downtime which has been frustrating at times but customer service usually resolves issues fairly quickly so it hasn't been a dealbreaker for us.

Pros

Navigating the platform feels very easy and being able to view each team member's workload at a glance is especially useful.

Cons

From where I stand I haven't really come across any downsides.

Pros

I absolutely love this product. Being able to connect it with Slack and route emails straight to the assigned ticket agent's channel has saved me a ton of hassle. The platform also has really helpful training-wheel features and overall it's very user-friendly. The automation options are excellent and the online support has been fantastic too.

Cons

Integration set up was fairly easy to use although the SMTP error took a while to figure out at first. Once I realized what was causing it the fix was very simple. My biggest frustration is the limited control over automation. It works really well but I'd love the option to toggle parts of it on and off, like adding tags, removing them and then reapplying them later depending on different situations. The first time I created an automatic email reply, I didn't understand what the "apply to all tickets" checkbox at the bottom actually meant. I assumed it meant exactly what I wanted and I accidentally sent an email to every customer tied to every closed ticket we had, with no way to stop it once it began. That was mostly on me but it could be prevented pretty easily with a hover note or a clearer explanation. At least it was kind of funny afterward ,) I also wish there were a way to calculate how many business hours have passed. Our service desk runs from 8am to 8pm Monday through Friday and it's hard to tell how many actual business hours have gone by since a ticket was last worked on. I'm actually writing a Chrome extension to handle those conversions myself but having that built in would be an amazing feature. It would also be really useful to use variables in notes the same way you can in canned responses or emails.