Opiniones de Teamwork Desk

Sobre Teamwork Desk

Teamwork Desk tiene todas las características que tu equipo necesita para brindar asistencia al cliente de primer nivel con un toque personal.

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Puntos a favor:

Features Integration the ability to communicate with customers in the outside and team in the inside with the same platform.

Puntos en contra:

The phone apps also need improvement. Desk tickets can not be sent from within the app and functionality is severely limited.

Valoraciones de Teamwork Desk

Evaluación media

Facilidad de uso
4,3
Atención al cliente
4,5
Funcionalidades
4,2
Relación calidad-precio
4,5

Probabilidad de recomendación

8,5/10

Teamwork Desk tiene una valoración global de 4,4 estrellas sobre 5 según las 141 opiniones de usuarios de Capterra.

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HECTOR
Director de operaciones en México
Consultoría de gestión, 2-10 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Gran aplicación de trabajo integrado

5,0 hace 3 años

Comentarios: Buena experiencia

Puntos a favor:

La integración de chats , documentación, todo lo que se requiere para trabajar en equipo, tener todo en un solo lugar

Puntos en contra:

Falta una modalidad de tareas, no se puede integrar Microsoft To do

Respuesta de Teamwork.com

hace 2 años

Hi Hector, Thanks for your review of Teamwork Desk - it's great to hear that you've had a good experience with our product. Integration issues? I'll pass this onto the support team to investigate this further. Many thanks, Karen at Teamwork

Lee Yin
Lee Yin
Project Manager en Malasia
Usuario de Linkedin verificado
Software informático, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Easy to use Application with Sleek UI

5,0 hace 3 años

Comentarios: Able to support day to day functions well, reliable but could improve in generating useful analytics that help motivate agents to perform better.

Puntos a favor:

Teamdesk was designed very nicely with simple UI yet very functional. Has successfully implemented the software with 80% of the workforce using it daily.

Puntos en contra:

The ability to export information and flexibility of creating user definable analytics report for management viewing.

Respuesta de Teamwork.com

hace 2 años

Hi Lee Yin, Thanks for taking the time to leave a review of Teamwork Desk - this type of feedback really helps us improve our products. It's great to hear Teamwork Desk supports your day to day functions! I've noted your comments on analytics and will pass them onto the product team to investigate this further. Have a great day, Karen at Teamwork

Debbie
Digital Marketing Manager en EE. UU.
Marketing y publicidad, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Great tie-in to Teamwork Project Management

4,0 hace 2 años

Comentarios: Overall it's been effective and easy to use.

Puntos a favor:

The ease of assignment to team members and the ability to create tasks in Teamwork (Project Management) directly from the ticket (email) are my top two features. Spam control is ok but could use some work - emails that are obviously spam make it into the mailbox but mostly can be control with the whitelist/blacklist control setting. The ability to add notes and notify a team member is also great and can be done without assigning the ticket to someone.

Puntos en contra:

Does not always bring in forwarded messages from clients. I've had to have them forward to my Gmail account in order to get it. It would also be nice to be able to add all team members up to a certain number with our package instead of paying per person.

Respuesta de Teamwork.com

hace 2 años

Hi Debbie, Thanks for your review of Teamwork Desk! We really appreciate the positive feedback. Please don't hesitate to contact us on support@teamwork.com if you require assistance with this messaging issue Many thanks Karen at Teamwork

Lucas
PM en Australia
Hospital y atención sanitaria, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Too many major issues. Would be perfect otherwise, easy to use, beautiful interface.

1,0 hace 7 meses

Comentarios: The customer service team offer fast and friendly responses. I really hope they sort out the cons, otherwise we will have to go elsewhere.

Puntos a favor:

easy to use, beautiful interface, lots smarts... seemingly does everything you need and more.

Puntos en contra:

• No integration between Desk and Teamwork CRM Companies/contacts which is absurd. • If a spammer contacts our desk, a customer/contact is permanently created, issue raised a year ago and not fixed. Our client database is a now mess, it cannot be maintained due to these spam contacts. • No way to archive a customer who has left. If customer is deleted, all ticket history is deleted. • Reports constantly fail to load in dashboard.

Alex
TMS Solutions Manager en EE. UU.
Logística y cadena de suministro, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Great Ticketing Software

5,0 hace 3 meses

Comentarios: I have had a great experience with Teamwork Desk and can't wait to continue to grow in the software. Teamwork is always working on releasing great enhancements and responds very timely to any questions.

Puntos a favor:

Teamwork Desk has many great features including setting up custom triggers, multiple inboxes, easy to reassign tickets, training wheels & different type of agents

Puntos en contra:

There really is not anything I do not like about Teamwork Desk

Respuesta de Teamwork.com

hace 2 meses

Hey Alex, Thank you for taking the time to review Teamwork we appreciate it! We're delighted to hear that you have had such a positive experience with Teamwork Desk. Kind regards, Willow at Teamwork

charles
Software development / Operations en EE. UU.
Seguridad informática y de redes, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Teamwork at SSI

5,0 hace 2 años

Comentarios: Ticket Management and Project Management -- SSI uses the Project Management every day we switched from BaseCamp which had very good Project Management we have found Teamwork to equal or surpass Basecamp in this aspect -- but switched for the Ticket Management -- We previously had NO Ticket Management -- As a growing Company with 200+ Customers we had to Automate Ticket management to provide the level of support required by Customers

Puntos a favor:

SSI uses the Project Management every day -- but switched for the Ticket Management -- We previously had NO Ticket Management -- As a growing Company with 200+ Customers we had to Automate Ticket management to provide the level of support required by Customers

Puntos en contra:

at this time I do not have any negative or issues

Respuesta de Teamwork.com

hace 2 años

Hi Charles, Thanks for your review of Teamwork Desk. We are delighted you are enjoying our product! Stay in touch with us at support@teamwork.com, if you ever have any issues or need to submit a feature request. Kind regards, Karen at Teamwork

David
Operations Director en RU
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Easily the best support management tool

5,0 hace 2 años

Comentarios: Great product from a great company, always very quick to reply if you request support from them or need their assistance.

Puntos a favor:

Easy to setup and use, teamwork desk provides the best solution for anyone managing a support desk. You can assigning incoming tickets to agents and agents can gain assistance from colleagues using the notes feature.

Puntos en contra:

Some features are only available on the higher costs subscription packages

Respuesta de Teamwork.com

hace 2 años

Hi David, It's great to hear Teamwork has helped your customer relationships. Stay in touch with us at support@teamwork.com if you ever have any issues or need to submit a feature request. Kind regards, Karen at Teamwork

Ramin
CEO en EE. UU.
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Why Rhino Users Teamwork Desk

5,0 hace 3 años

Comentarios: We use Teamwork Desk as a means of taking care of our clients and their employees on a daily basis. Whether it is Desktop support related or related to a task inside of an ongoing project, we use this every day!

Puntos a favor:

I have used Teamwork products on and off for over 7 years now. Everytime I come back (frankly because everything else out there is not as good), I am impressed by all the work that has gone into it while I was gone. This time, I came back because we have some large projects and I was migrating away from Saleforce.com. The product simple to set up, it does what we need it to do and it integrates with many of the services we use every day to support our client base. The other thing that I love about Teamwork, in general, is the support. I am in the US on the Pacific coast and Teamwork are in Ireland. Regardless, I am always replied to in a timely manner and the responses I get are not canned (something I hate about other organizations and their attempt to shove support into a dark closet).

Puntos en contra:

Missing features would be such things as: * Integration with Ring Central or 8X8 or Mitel hosted VoIP platforms. * Integration with remote access software like, SplashTop (splashtop.com) or LogMeIn. *Two way integration with Teamwork Projects and Teamwork CRM and Teamwork Chat. This little gem would be a game changer as I imagine being able to do data entry about a client in the CRM and have all of their company contacts, and information propagate across all the products so my team does not have to go hunting for information. * Integration with IT Glue (itglue.com). This is quickly becoming an industry standard platform for MSP documentation and it would be great to pull up all the machine data for a client who sends us a ticket from inside the ticket. There are more but this is a good start ;-).

Respuesta de Teamwork.com

hace 2 años

Hi Ramin, Thanks for taking the time to leave such a detailed review of Teamwork Desk - this type of feedback helps the design team to continuously update and improve our product. Our support team will be delighted with your kind comments - I will make sure to pass them on. This detailed list of suggestions is really useful and I will forward it onto the integration team to investigate these further. Don't forget to stay in touch with us at support@teamwork.com if you ever have any issues or wish to submit a feature request. Have a great day, Karen at Teamwork

Charra
Owner en EE. UU.
Propiedad inmobiliaria, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Easy to Use, Hands Down could NOT run our company without it!

5,0 hace 3 años

Comentarios: Overall we love teamwork. The customer service is excellent and the product is without a doubt the best in the industry. We couldn't work without it.

Puntos a favor:

We love that the email tickets and the projects integrate with each other so we can make tasks right out of the clients email request and attach info, docs, photos, close the task and update it from within Desk! We also love that Teamwork Project is customizable to our company so we can easily customize things to fit our needs. And lastly we love the time tracking and billing. Everything we need to run our company smoothly is included so we don't have to split our resources.

Puntos en contra:

Integration took some time but overall the learning curve was easy. We would love to see better time tracking for employees so we can see time logged over the course a day, week or month and comparison of tasks so we can see averages of how much time the same task takes across projects and where it might have taken longer or less time on certain projects for accountability and task efficiency. The phone apps also need improvement. Desk tickets can not be sent from within the app and functionality is severely limited. Downtime has also been a little bit if a pain, but we are ok with these for the most part because customer service usually fixes them pretty quickly.

Respuesta de Teamwork.com

hace 2 años

Hi Charra, Thanks for taking the time to leave a detailed review of Teamwork Desk - this is really helpful for us - so we really appreciate it. It's great to hear Teamwork has had such a positive impact on your company's work! I'll make sure to pass on your detailed feedback and recommendations onto the product team to investigate these further. Don't forget to stay in touch with us at support@teamwork.com if you ever have any issues or wish to submit a feature request. Have a great day, Karen at Teamwork

Danny
Product Management en EE. UU.
Comercio mayorista, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Love Teamwork Desk!

5,0 hace 3 años

Comentarios: Teamwork Desk has been a breeze to work with. They have worked with me to resolve any bugs I noticed, and also have worked to implement features that continually make the product better. I would recommend them to anyone looking for a customer service ticketing service.

Puntos a favor:

Ease of Use. Ability to see workload of each team member at a glance.

Puntos en contra:

I don't see any cons from my viewpoint...

Respuesta de Teamwork.com

hace 2 años

Hi Danny, Thanks for such a great review of Teamwork Desk - we love to see a 10/10 score! No cons? That's music to our ears! Don't hesitate to contact us at support@teamwork.com if you ever have any issues or wish to submit a feature request. Have a great day, Karen at Teamwork

Usuario verificado
CEO en España
Usuario de Linkedin verificado
Marketing y publicidad, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

I know what i'm talking about

4,0 hace 2 años

Puntos a favor:

There are three big reasons to write this review: 1) This software help us a lot to get sh.t done 2) Price is perfect, not cheap, not inexpensive, not expensive: Perfect 3) And last but not least, they are continually evolving excellently.

Puntos en contra:

I see they are surrending to slack and chat is not as good as it can and should be

Respuesta de Teamwork.com

hace 2 años

Hello, Thanks for your awesome review of Teamwork! Our main goal is to make the our customers happy - so it's great to hear you are happy with Teamwork. Many thanks, Karen at Teamwork

Lester
Web Developer en Sudáfrica
Software informático, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

A clean and easy to use system that is easy to climb into and very quickly get cozy

4,0 hace 2 años

Comentarios: It has been a real pleasure to use this platform to ticket management. It has really helped us to stay on top of things and handle tickets effectively as a team.

Puntos a favor:

It is very simple to get used to. The interface is clean and simple and it is not layered with too many dashboards that would make it intimidating to use.

Puntos en contra:

Variables can only be inserted from canned responses. It would be nice if we could add variables into our tickets as we type them, perhaps with a keyboard shortcut.

Respuesta de Teamwork.com

hace 2 años

Hi Lester, We really appreciate your feedback! Our design team will be delighted that you are enjoying Teamwork's interface. I've submitted your feature request to the product team - they like a challenge! Have a nice day, Karen at Teamwork

ray
Customer Support Specialist en EE. UU.
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Great Software

5,0 hace 3 años

Comentarios: I absolutely love the product. I have been able to integrate with slack and forward all emails to the assigned ticket agent to their own channel. This saves me a lot of trouble. The platform has cool training wheel capabilities and is over all very easy to use.

Puntos a favor:

I absolutely love the product. I have been able to integrate with slack and forward all emails to the assigned ticket agent to their own channel. This saves me a lot of trouble. The platform has cool training wheel capabilities and is over all very easy to use. I love the automation possibilities and online support.

Puntos en contra:

Integration was fairly simple though STMP error was not easy to uncover at first, but was very easy to fix once discovering this was an error. Lack of control over automation. It is really good, but I would like the ability to toggle automation. i.e. adding tags, removing tags, then being able to add them back based on different circumstances. The first time I made an automatic email reply, I didn't know what the "apply to all tickets" checkbox at the bottom did. I thought, "of course I want this to apply to all tickets" and accidentally emailed every customer on every single closed ticket we ever had with no way to stop it once it had started. Pretty much my fault, but could be easily avoided by a note on hover or something with a better explanation. It was funny though :) I wish I could determine how many business hours had gone by. Our SD is open 8am - 8pm m-f and it is difficult to determine how many business hours have gone by since a ticket was worked on. I'm currently writing a chrome extension to make these conversions for me. This would be an AMAZING feature! I'd like to be able to use variables in notes like you can in a canned response or email.

Respuesta de Teamwork.com

hace 2 años

Hi Ray, Thanks for taking the time to leave a review of Teamwork Desk - it's great to hear you love our product! I've noted your recommendations and feature requests and will make sure to pass them onto the product team. Don't hesitate to contact us at support@teamwork.com if you ever need anything. Many thanks, Karen at Teamwork

Mike
Founder en EE. UU.
Software informático, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Teamwork became the backbone of my business

5,0 hace 5 años

Puntos a favor:

It's hard to point to just one thing that makes Teamwork so great, but the fact that Teamwork makes everything just so intuitive and easy to do is probably the best part. You can turn on and off features for different projects so they don't distract you from what you're trying to achieve. It's easy to get other people on the team involved and they don't need to ask a lot of questions in order to be productive. You get recurring tasks, subtasks, due dates, isolation of users between projects and a whole host of other features right out of the box. Not every project is the same and Teamwork clearly recognizes that. There's even a Chrome plugin that can be used to send data (like links, messages, tasks, etc) into Teamwork based on webpages you visit or information you come across that could be helpful for a project.

Puntos en contra:

There's very little to dislike about Teamwork. The biggest downside is more of a data management issue than anything else, but you do have to be a little careful about using it as a dumping ground for everything. It's very easy to just start adding things like links, notes, notebooks, etc, and then forget that they're there or lose track of them. The search capabilities are really good, but if you forgot something was there, you might have a hard time tracking it down. Tags appear to be global in a way that makes them visible across all projects and all project groupings. Not the end of the world, but you want to be consistent about naming them or making sure you don't put something like 'problem-customer' in there, which might be seen by people who could get offended, especially if it was on something they requested. Honestly, I'm hunting for things to complain about. I've used a ton of different tools like this and Teamwork is by far the best one I've found.

Respuesta de Teamwork.com

hace 5 años

Hi Mike, Thank you for your review. Great to hear all your pros, especially your use of the Chrome plugin. Your best practice and advice on data management and being organized is very useful. Check out our powerful new filter options, the following blog post will explain it in detail https://blog.teamwork.com/powerful-new-filter-options-now-available-teamwork-projects/. Kind regards, Wes

Daniel
EE. UU.
Ha utilizado el software durante: No especificado
Fuente de la reseña

Overall good, but room for improvement

4,0 hace 6 años

Comentarios: We've been using Teamwork Projects and Teamwork Desk for several years and we're generally happy. The landscape of this type of software changes/evolves regularly and every few years we review our options. We recently reviewed other systems and decided to re-commit to using TW Projects and Desk, but use some other services that integrate with Teamwork. One of the notably missing features from TW is a timesheet review process. Timekeeping is very important to our business and we need a system that will automatically close out timesheets at the end of the week and enforce a timesheet submission and approval process. We evaluated several options and decided to use Harvest App. This integrates with TW and has a timesheet approval system, and it has invoicing and reporting features that are generally better than TW. There are also some workflow/productivity improvements that could be implemented, and I've made my case to Teamwork several times over the past several years to implement these minor changes, but so far my requests have not been adopted (and I have not been told they are not feasible). For example, in TW Desk, when an agent posts a reply, they have the option to "reassign" the ticket to another agent in the same step as posting the reply. In TW Projects this functionality does not exist. This means when a user posts a comment in Projects, if they want to assign the task to another user, they must go through several steps to "edit" the task. Not only is it a slowdown in the workflow, but users forget to do it. In a busy office it's important that tasks get properly assigned so that everyone knows who is responsible for a task. Another particularly annoying problem with TW Projects is notifications. There's no practical way to simply "notify" a user that a task has been created without either "assigning" the task to that user, or making the user a "follower" with the setting "all notifications". The implication of this limitation is when creating a new task you must choose between users getting no notifications that a task has been created, or being inundated with notifications. Perhaps we're not using the application properly, but I've brought this limitation to Teamwork's support team on several occasions and have never received a helpful answer (that we're doing it wrong, that it can't be implemented, or it will be implemented). If anyone at TW wants to contact me I'll provide more details. Thanks!

Respuesta de Teamwork.com

hace 6 años

Hi Daniel, Thanks so much for the review. We really appreciate you taking the time to write it. We're delighted to hear that you've had a positive experience with both Teamwork Desk and Teamwork Projects. I'll pass on your feedback about timesheets, invoicing and a smoother process for assigning tasks to the team for their consideration. You can set a person as a follower of a task and set them to receive all notifications, only status changes, or only comments. I hope this helps. If you want to talk future we're always at the end of an email just shoot a message to suport@teamwork.com and we'll get back to you right away. Best regards, Therese

Harry
Opertaions Manager en Australia
Marketing y publicidad, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Teamworkdesk + Teamwork = win

4,0 hace 6 años

Comentarios: We use Teamwork Projects fairly heavily in our office with over 85 projects on the go. We had an issue with our team using Google Apps, not responding to customer requests and people not know where issues or support requests were at. I reviewed Teamwork Desk, Freshdesk, Zendesk and a few other systems, the winner was easily Teamwork Desk due to its direct integration with Teamwork Projects. Our staff use it all day and the ability to create a task for the projects they are working on, in the same window, its vital to keep us moving quickly through support requests and turn them into billable hours. On the flip side if you are in teamwork projects and need to view a customer communication its one click away. I would like to see a better integration between desk and projects, where we dont have to enter customers in 'twice' and have customers and organisations sync across the two, and I'm sure its in development. If you're used to Zendesk, its a bit cluttered compared to it, but once you get the hang of it there's some great features which makes it customisable, such as tags and smart inboxes. The built in KB is great and its fully customisable via CSS and you can use your own subdomain with a cname hook up, pretty easy to get going in under 5 minutes. If we didnt use Teamwork Projects though we probably wouldnt use Desk, as its a system made (imo) for the teamwork ecosystem.

Puntos a favor:

Works great with Teamwork Projects Has all the features of any desk system Helpdesk, submit a ticket function and CNAME for vanity subdomain

Puntos en contra:

A bit clunky Integrations are still behind competitors Sometimes its hard to find the right setting to modify something

Respuesta de Teamwork.com

hace 6 años

Hi Harry, Thanks so much for taking the time to write this review. We really appreciate your feedback. I've passed on your comments to the rest of the team and we're all delighted with the 9/10 review. We're glad you enjoy the integrations between Teamwork Desk and Teamwork Projects. We plan on making them even more tightly integrated in the future so watch this space :). I've added your suggestions about making the tool more user friendly to our feature request list. We'll work hard to try and make the app the very best it can be. In the mean time, if we can do anything to improve your experiences with any of the products please let us know at support@teamwork.com. Thanks again, Therese

James
CTO en RU
Hospital y atención sanitaria, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Excellent support desk - Affordable pricing model

5,0 hace 6 años

Comentarios: We stumbled upon Teamwork Desk soon after it launched. Its feature set and pricing structure fit our company very well. Their ticket pricing model let us have lots of agents (despite low ticket volumes) without sending our fixed monthly overheads through the roof to add each agent. It means we can assign tickets to each staff member and keep everyone in the loop. Everyone can help in the support effort and tickets no longer fall through the cracks. They also have more traditional per-agent pricing if you have high ticket volumes and prefer that kind of model. There is a help desk so everyone on our team can publish articles to common questions. There is full control over the templates so you can change the look and feel to match your brand. Their development pace is phenomenal. They really listen to feedback and the product improves every month. I'm really impressed with the level of support they provide - I just hope they are able to maintain that as they grow! We evaluated a few solutions before choosing Desk. Happy to recommend!

Puntos a favor:

Modern fast responsive interface. Good pricing - particularly the per-ticket model which works great for us as a startup. Great integration with email for some of our team who prefer to work in outlook! Internal notes means we can discuss tickets privately but in context. Activity view so everyone can see whats new without getting hundreds of cc emails Accompanying projects site which you can raise tasks in relating to tickets Automated reminders if a ticket is left unanswered. Customisable auto-replies and canned responses. You can merge or split tickets which is useful. It prompts customers to rate our support which is good for feedback Built in help desk (knowledgebase) means our agents can publish FAQs easily. You can also have a private help desk for internal agent use only. Great mobile apps - great to see recent support activity. Can see customer's previous queries at a glance. Fast development pace - yet software seems very stable and reliable Excellent support - fast and detailed.

Puntos en contra:

No major cons for us really... I'd like a contact widget that offers help desk FAQs as part of the submission process or maybe a helpdesk widget we can embed on our site. It expects customers have an email address - we log telephone calls into desk but sometimes have to invent fake email addresses. We can't group customers. Often several people from a company might contact us about an issue or even the same issue. Apparently support for this is planned soon.

Respuesta de Teamwork.com

hace 6 años

Hi James, Thanks so much for the wonderful review.I've shared it with the team here. We really appreciate you taking the time to write it for us. If there's anything we can do to help you and your team on Teamwork Desk, please don't hesitate to ask. Best regards, Therese

Jas
Marketing Manager en Canadá
Producción audiovisual, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Excellent help desk platform

4,0 hace 3 años

Comentarios: Very responsive and helpful team. You will usually get a response within 20 minutes. We love the Teamwork team!

Puntos a favor:

Very user friendly with preprogrammed canned responses for quick messaging. It allows you to have full-time agents and part-time users at a lower rate. You can respond to a ticket using the desktop or app.

Puntos en contra:

When replying via email, you must pay attention if you are responding to your team or the client. If you don't realize that a ticket message is from the client, you might think you are replying confidentially to your team which can be dangerous. It's best to use the desktop or app when responding.

Respuesta de Teamwork.com

hace 2 años

Hi Jas, Thanks for a great review of Teamwork Desk - we really appreciate the feedback and positive comments. Our support team will be delighted your kind comments - I'll make sure to pass them on. I've noted your issues with email responding and will pass this onto the product team to investigate this further. Many thanks, Karen at Teamwork

Jackie
CEO en EE. UU.
Software informático, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Respage

4,0 hace 2 años

Comentarios: Fantastic customer service

Puntos a favor:

Easy to use. Great service. Easy to roll out to employees

Puntos en contra:

Reporting doesn't work that well. I wish Knowledgebase could be hidden from public more seamlessly. I wish it was clearer that a note was internal and reply is to customer.

Respuesta de Teamwork.com

hace 2 años

Hi Jackie, We are delighted that you are enjoying Teamwork Desk! I'm sorry to hear you are experiencing issues with reporting, could you email us at support@teamwork.com so we can look into this further? Kind regards, Karen at Teamwork

David
David
Director en RU
Usuario de Linkedin verificado
Marketing y publicidad, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Alternativas consideradas:

Teamwork

4,0 hace 2 años

Comentarios: Esy to use

Puntos a favor:

Teamwork Desk is very easy to set up and use. As a ticket management systems is simply does the job well. It integrates nicely with TWPM

Puntos en contra:

There is no concept of shared ticket, companies or shared owners.

Respuesta de Teamwork.com

hace 2 años

Hi David, Thanks for your review of Teamwork Desk. We are glad to hear you've found our product easy to use - that's one of our main goals. I'll pass this feature request onto the product team for you. Have a great day, Karen at Teamwork

Rae
Veterinarian en EE. UU.
Veterinaria, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

My business switched all of our tasks from ASANA and Process.st to Teamwork.com for better features.

4,0 hace 5 años

Comentarios: We have streamlined the recurring tasks and the accountability to complete them.

Puntos a favor:

* The customizable templates are the key feature that drew us away from ASANA. * The ability to assign and view the templates in a variety of ways is what drew us away from Process.st. * The customer service has been amazing... and we are still using the free - not paid - product. * The mobile app is very good and is actually used by my staff.

Puntos en contra:

* The product has a little more learning curve and other products we have tried, but the trade-off was increased functionality with better features * There are some features I really, really want that are lacking such as an integrated scheduling and timeclock software. My perfect product would allow me to assign task lists as I make a schedule, and any scheduling software should be integrated with a timeclock to track tardiness and absences. (Hey, Teamwork, if you ever look at building this into the product, please talk to me -- I have a lot to say about this!) * There is no easy way to conclude a task list unless all tasks are checked as completed. I need a way to close task lists even when some items are incomplete. My business is an animal hospital, so there are times when some tasks are deferred to attend to emergency cases. Another team member on another shift will complete the deferred task on his or her own task list.

Respuesta de Teamwork.com

hace 5 años

Hi Rae, Thank you for your review. We are happy you are utilising the additional functionality and can see the trade off between the learning curve and benefits of the software. We would like to hear what you have to say about additional features, feel free to email us at marketing@teamwork.com. We are constantly improving and adding to our features, check out our roadmap to see what is on the horizon. https://www.teamwork.com/roadmap?product=desk Kind regards, Wes

Tyler
Director of marketing en EE. UU.
Marketing y publicidad, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

Desk has been nothing but great to us 😁

5,0 hace 2 años

Comentarios: Desk has been nothing but positive. We switched from using Gmail to manage over 50 clients communication. We've noticed a steady increase of efficiency as well as we are no longer missing things as we are able to track everything inside of the portal.

Puntos a favor:

Desk has a great ease of use. It looks great, it functions exactly how you think it would, it allows us to track our clients as well as keep notes on past experiences with them and the actual conversations we have had with everyone all from one page. It also has very stable and we have only ever had to go down once for a very short period of time over the course of two years.

Puntos en contra:

It does cost additional for help documents but our team does not find we need those.

Respuesta de Teamwork.com

hace 2 años

Hi Tyler, Thanks for your amazing review of Teamwork Desk - a 10/10 rating is always great to see! Our support team are available at support@teamwork.com if you ever have any issues or want to submit a feature request! Karen at Teamwork

Ignacio
Operations Manager en Argentina
Tecnología y servicios de la información, 2-10 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Some things are missing to make it great

4,0 hace 6 años

Comentarios: In Vision to Action, we use Teamwork Desk, to help IT Teams who are developing, to begin registering incidents, problems and requests. We found TW desk very easy to use. We have a problem using the dashboards and reports given the fact that we can´t configure SLA´s for the diferent tipes of incidents, and priorities. On the other hand, our teams, doesn´t work 24-7, neither their customers. So when we look for the time of response or resolution, we found thath those are not correct. It will be very useful, if we could set the working ours for each agent and day of the week. Finally, if you could translate desk to spanish. People in Latin america will adopt it easier Thanks.-

Puntos a favor:

Easy to use.

Puntos en contra:

We have a problem using the dashboards and reports given the fact that we can´t configure SLA´s for the diferent tipes of incidents, and priorities. On the other hand, our teams, doesn´t work 24-7, neither their customers. So when we look for the time of response or resolution, we found thath those are not correct. It will be very useful, if we could set the working ours for each agent and day of the week. Finally, if you could translate desk to spanish. People in Latin america will adopt it easier

Respuesta de Teamwork.com

hace 5 años

Hi Ignacio, Thank you for writing this review. We have taken note of your comments and will raise all these points with the relevant teams. Office hours is a feature we hope to have soon, feel free to have a look at our roadmap at the link below. We are constantly adding new features and improvements. https://www.teamwork.com/roadmap?product=desk Glad to hear you are finding Teamwork Desk easy to use. Kind regards, Wes

Rhina
Director of Customer Support en Filipinas
Software informático, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Supporting our customers with Teamwork Desk

4,0 hace 2 años

Comentarios: Overall, Teamwork Desk is easy to use. It is user friendly. I just wish that the reporting is improved tremendously with the current metrics so it could be usable for us.

Puntos a favor:

I like that the ticketing system is very easy to use. I got used to it and I like that you can create a task directly from a ticket.

Puntos en contra:

There are 4 things that I least like: 1. There is always a delay when receiving the tickets on Teamwork Desk system. I get them minutes earlier via email notifications. It would be great if I receive them real time, as in by the second or within 1 minute. 2. It would be great if the contents of the ticket body/message is automatically transferred into the task being created. Write now, I have to copy and paste them. 3. Also, when creating a task from the Desk, it doesn't allow to attach images as is on the task description area. It would be best if it would accept direct images so it can be easily seen instead of just having them as attachments. 4. The reporting is always giving out errors when I try to pull reports for more than 6 months. I couldn't get a good read of the analytics so I have to always export the raw data and do the analytics/report outside by myself.

Respuesta de Teamwork.com

hace 2 años

Hi Rhina, Thanks for your review of Teamwork Desk, we really appreciate it. We are sorry to hear about these issues - could you contact us at support@teamwork.com so we can look into this further? Kind regards Karen at Teamwork

Jessica
COO en EE. UU.
Contabilidad, 2-10 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Our business is built on Teamwork!

4,0 hace 6 años

Comentarios: We absolutely love Teamwork. Started out on Projects and immediately got involved with the Desk beta. Best decision we ever made to use their suite of products. It's beyond nice to integrate your Help Desk with your Projects and now Chat. They've made quick work to bring new features to the table and ALWAYS have the best updates about what they've been up to on their blog each month. The Bottom Line CPA is definitely powered by Teamwork! :)

Puntos a favor:

Our team uses Teamwork for all internal and external communications so the integration with Teamwork Projects and Chat is the best. We don't work out of our Gmail, you just can't scale a business and stay in the know working out of Gmail. Teamwork Desk is a better than most Help Desk solution that isn't overly complicated to use.

Puntos en contra:

it's "new" and still developing so it can be buggy but the value compared with the already fantastic features with insanely responsive support makes it of no matter to me

Respuesta de Teamwork.com

hace 6 años

Hi Jessica, Thanks so much for your positive review. We really appreciate you taking the time to give us your feedback. I've shared your review with the team here and we're all thrilled to hear that Teamwork has been so beneficial to your team. We'd love to work on a case study with you to explore how you use the three products. If this is something you'd be interested in just shoot us a message to mareting@teamwork.com. Thanks again for the great review. Best regards, Therese