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Über Teamwork Desk
Teamwork Desk verfügt über alle Funktionen, die Dein Team braucht, um Weltklasse-Kundenbetreuung mit einer persönlichen Note zu bieten.
Features Integration the ability to communicate with customers in the outside and team in the inside with the same platform.
The phone apps also need improvement. Desk tickets can not be sent from within the app and functionality is severely limited.
Nutzerbewertungen filtern (145)
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Nutzerbewertungen filtern (145)
Easy to use Application with Sleek UI
Kommentare: Able to support day to day functions well, reliable but could improve in generating useful analytics that help motivate agents to perform better.
Vorteile:
Teamdesk was designed very nicely with simple UI yet very functional. Has successfully implemented the software with 80% of the workforce using it daily.
Nachteile:
The ability to export information and flexibility of creating user definable analytics report for management viewing.
Antwort von Teamwork.com
vor 4 Jahren
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
In Betracht gezogene Alternativen:
Love Teamwork Desk!
Kommentare: 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.
Vorteile:
Ease of Use. Ability to see workload of each team member at a glance.
Nachteile:
I don't see any cons from my viewpoint...
Antwort von Teamwork.com
vor 4 Jahren
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
Its pretty good..... but needs more features!
Kommentare: * Could use a more customizable Gantt chart options (not show weekends, calculate hours of a project by working hours in a day) * There is a security flaw on the mobile app that allows my client to see internal private messages not intended for him to see, from his notification bar on his iPhone. TW claims this is not possible, but it keeps happening. * Would like to be able to embed text into a new task to encourage people who open a new task to fill out all the required fields. This was any time they create the new task its there. * The tagging system should be project specific.
Vorteile:
its relatively easy to use
Nachteile:
Mobile app is slow and hard to navigate
Antwort von Teamwork.com
vor 8 Jahren
Hi Sarah, Thanks so much for the great review. It looks like you're talking about Teamwork Projects instead of Teamwork Desk but that's ok :). We really appreciate you taking the time to give us your feedback. We're delighted to hear that you've had a positive experience with the product. I've passed on your feedback to the team for their consideration. Can you double check the permissions on your external clients and ensure they do not have access to messages or projects which you don't want them to see. You can do this from the People section in your menu tab. If your still seeing problems can you send us an example to support@teamwork.com and we'll look into it right away. Tags are customizable so that they will benefit all of our users. You can use priorities for more specific needs. Hope this helps. If you have more suggestions on how we can improve this, we'd love to hear it just shoot us a message to support@teamwork.com. Best regards, Therese
Great tie-in to Teamwork Project Management
Kommentare: Overall it's been effective and easy to use.
Vorteile:
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.
Nachteile:
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.
Antwort von Teamwork.com
vor 4 Jahren
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
Excellent help desk platform
Kommentare: Very responsive and helpful team. You will usually get a response within 20 minutes. We love the Teamwork team!
Vorteile:
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.
Nachteile:
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.
Antwort von Teamwork.com
vor 4 Jahren
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
Time Saver
Kommentare: We are absolutely in love with this platform, we have used several other platforms in the past and Teamwork have made our work easier, creating projects, communicating with customers and organizing our task through the day
Vorteile:
Features Integration the ability to communicate with customers in the outside and team in the inside with the same platform.
Nachteile:
Storage options, very limited and the upgrade options are too pricey.
Antwort von Teamwork.com
vor 4 Jahren
Hi Marielle, Thank you so much for the nice review. We are delighted to see a 10/10 score, a big win for us at Teamwork. I will pass your feedback about the limited storage space and upgrade pricing onto the product team. Kind Regards, Teamwork
Teamwork Desk for Support management
Vorteile:
- All of your tickets in 1 view - Easy to add "notes" for other team members - Easy to assign tickets with own inbox - Good integration with Gmail
Nachteile:
- Sometimes it's "offline" - Sometimes you can't find tickets - No option to "flag" tickets when they are overdue
Antwort von Teamwork.com
vor 5 Jahren
Hi Lucas, Thanks for your review of Teamwork Desk! I'm glad to hear that you have enjoyed our notes feature alongside our gmail integration! Flagging tickets? That's an interesting one! Could you email us over at support@teamwork.com with more details of how this could be used and we can organise a feature request for you with our Desk team? Looking forward to hearing from you! Nancy at Teamwork :)
Teamwork still is and has been the best and continually improving Team Management App EVER!
Kommentare: WONDERFUL!!!
Vorteile:
Everything. - Features and definitely the app loading speed which is near instant loading. - Much so their continuous innovation, along with their public road map.
Nachteile:
- I do wish one thing, and that is user permissions would respect all tab settings and left panel categories within the app, but some of it is set to show based on a "team" and not all to the individual "team member". - Also the Gant Chart, I've seen some better implementations and that would could be nicely improved in Teamwork.
Antwort von Teamwork.com
vor 5 Jahren
Hi there, Thank you for the review of Teamwork Projects. Kind regards, Nancy at Teamwork.
Great way to manage projects
Vorteile:
TeamWork really is a easier way to manage projects and make the best of it. I can measure the time i spend doing every task and i get to know what i have to do next, even assign people to task and upload files.
Nachteile:
Is a little complicated when you start to use it but with time you can make a excellent job with projects.
Antwort von Teamwork.com
vor 7 Jahren
Hey Ariana Jose, Thank you for your review of Teamwork Projects. Great to hear our products are helping you to manage your projects. Feel free to get in touch to explain what you found difficult at first and what onboarding issues you experienced at support@teamwork.com. We offer free daily live webinars, by joining our webinars you will learn how to use specific features, find out about Teamwork best practice and hear about new updates. Feel free to join these at anytime, this will also be useful if you are training a new user to use Teamwork Projects https://www.teamwork.com/webinars. Kind Regards, Deborah
Excellent Help Desk Software
Kommentare: Overall it has been very good. Working with the company has just been ok. They have some strange billing requirements, and the fact that they are not based in the US has made it a little difficult (scheduling customer service meetings and things like that) but overall it has been good.
Vorteile:
The software is easy to use, but the best part about is that it shares an interface design with Teamwork Projects. I have been using Desk since it was still in Beta and I really got used to it.
Nachteile:
There could be more integration with Teamwork Projects. I would like to be able to assign small tasks related to a project using Desk to a technician.
Antwort von Teamwork.com
vor 5 Jahren
Hi there, Thank you for the review of Teamwork Projects. Kind regards, Nancy at Teamwork.
Teamworkdesk + Teamwork = win
Kommentare: 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.
Vorteile:
Works great with Teamwork Projects Has all the features of any desk system Helpdesk, submit a ticket function and CNAME for vanity subdomain
Nachteile:
A bit clunky Integrations are still behind competitors Sometimes its hard to find the right setting to modify something
Antwort von Teamwork.com
vor 8 Jahren
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
Overall good, but room for improvement
Kommentare: 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!
Antwort von Teamwork.com
vor 8 Jahren
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
Supporting our customers with Teamwork Desk
Kommentare: 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.
Vorteile:
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.
Nachteile:
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.
Antwort von Teamwork.com
vor 4 Jahren
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
Our business is built on Teamwork!
Kommentare: 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! :)
Vorteile:
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.
Nachteile:
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
Antwort von Teamwork.com
vor 7 Jahren
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
Great Ticketing Software
Kommentare: 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.
Vorteile:
Teamwork Desk has many great features including setting up custom triggers, multiple inboxes, easy to reassign tickets, training wheels & different type of agents
Nachteile:
There really is not anything I do not like about Teamwork Desk
Antwort von Teamwork.com
vor 2 Jahren
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
Changed the business!
Kommentare: Switching to Teamwork Desk changed my business! It enabled me to get away from incessant emails, build a better, more efficient team, and make sure my client's needs are being taken care of systematically. **It got a 4 for functionality because I wish that it connected seamlessly with Teamwork Projects' time tracking tool and billing.
Vorteile:
Tagging, categorizing, and triggers are helpful. API with Zaps are a must now-a-days and it helps!
Nachteile:
Timing tracking syncing with Teamwork Projects timing tools. It's tough to breakout all of the users who are working on a ticket and add them. Then having to go back and forth to get the billing amount (based on hours worked). 1. It does not include the Subject line so we can't tell which website or customer it is. 2. It does not keep the breakout of hours/minutes by user. 3. It does not include the ticket number.
Antwort von Teamwork.com
vor 8 Jahren
Hi Christina, Thanks so much for the great review. We really appreciate you taking the time to write it. We're delighted to hear that you've had such a positive experience with the product. I'll pass on your feedback about logging time t the rest of the team here for their consideration. Best regards, Therese
Great CS software
Kommentare: We've been using Teamwork Desk and Teamwork Projects consistently for about 6 months now. I've trained in a new CSR with it and it's been very easy to use, quick to learn and a great tool for our customers. I'm so glad to have all cs requests going thru TWD instead of my personal email for our small and growing company. One feature I would love to see is having the ability to assign multiple email addresses to one customer. Only one issue I've experienced that I don't think there is a solution for except for educating my customers is that they must reply above the line instead of adding their remarks to the email thread below the line. The integration between Desk and Projects is fantastic. The few times I've contacted Teamwork support has been an excellent experience with responses within 24 hours. Only once was the issue on their end, the others were user-error/learning curve on my part. Still trying to figure out Teamwork Chat. I think this may be a useful tool, but the learning curve seems a bit longer, and due to other avenues my team and I communicate, we haven't taken the time to immerse ourselves in it. Thank you Teamworks! Keep up the good work!
Antwort von Teamwork.com
vor 8 Jahren
Hi Brook, Thanks so much for your review. We really appreciate you taking the time to write it. We're delighted to hear that you've had a positive experience using both Teamwork Projects and Teamwork Desk. Best regards, Therese
Review of Teamwork Desk
Kommentare: We use the support desk internally and some externally to manage what is being done after a client is onboarded. If we need new ads we send it to support.
Vorteile:
The support desk is a huge asset to our company. We utilize it daily to make sure we never miss a beat when it comes to getting our clients what they need.
Nachteile:
I dont like that I cant create a task under a task list that has been placed in the completed task lists section. If a new task comes up that needs to be filed under that I have to go in and pin that task list and then create the task.
Antwort von Teamwork.com
vor 4 Jahren
Hi Robert, Thanks for the positive feedback of Teamwork Desk! It's great to hear that Teamwork is an asset to your company. I've noted your feedback on the task list and will pass this onto the product team. Many thanks, Karen at Teamwork
Solid Tool for the Money
Kommentare: Overall experience has been good
Vorteile:
LOVE the ticketing; the ability to track a task from beginning to end is great. Unlike email; everything is in one place and all the messages/notes are together.
Nachteile:
When planning projects that span several months, I would like to see all of my projects' timelines in one spot, so I can see where my resources overlap, when to start the next phase of another project, etc. I'd like a Gantt chart, but with all my open and pending projects.
Antwort von Teamwork.com
vor 4 Jahren
Hi Laura, We are delighted you are enjoying Teamwork Desk - the ticketing system is a real game changer! I've passed your recommendations onto the product team - they love a challenge! Have a great day, Karen at Teamwork
Functionality comparable to Zendesk at a fraction of the cost
Vorteile:
Tasks can bump associated tickets to "Active" and email notify agents to follow up quickly with a ticket once the task has been completed - by anyone in Projects. I like that users don't have to be in Desk in order to complete tasks that are attached to Desk tickets.
Nachteile:
The software is glitchy - especially for about 6 months following the release of Desk 2.0. Some days about once every couple months it will just not work very well. Numbers of tickets don't always update in the left sidebar. Not many features within the text editor of the email composer. Bare bones.
Antwort von Teamwork.com
vor 4 Jahren
Hello, Thanks for your review of Teamwork. We are sorry to hear about the glitches you have experienced. Could you contact us at support@teamwork.com so we can look into this further? Kind regards, Karen at Teamwork
As Teamwork Administrator for our company, I find the product to be a good for our company.
Kommentare: Accountability and improved efficiency
Vorteile:
I like the ease of use; versatility of task lists; and how the site improves the office efficiency overall.
Nachteile:
I find that it is difficult to customize and when customer service is asked for a specific request, most times the answer is "we cannot do that.. I also asked that a task Lead option be added to designate who is the Lead, when multiple are added. My preference is my first request for the default setting.
Antwort von Teamwork.com
vor 7 Jahren
Hi Melrose, Thank you for your review. It is great to hear that you are finding Teamwork Desk good for your company. We are sorry that you have not received the desired answer when asking a specific request, we get so many requests and must prioritise some over others. We are constantly improving our product and adding new features, feel free to have a look at our roadmap to see what changes have been made and what is coming. https://www.teamwork.com/roadmap?product=desk We have recorded your feature request and will raise this with the Teamwork Desk Team. Kind regards, Wes
Bring back startup pricing plan option
Kommentare: I was fortunate to get in under the startup plan - which is no longer available. I have a hard time recommending this to new businesses because the pricing tiers and offerings are not as lean as they were initially Also would love the option to pay via PayPal to avoid international exchange fees
Vorteile:
Easy of new employees getting started
Nachteile:
Price point of cases once going a la cart
Antwort von Teamwork.com
vor 8 Jahren
Hi J, Thanks for your review. We really appreciate your feedback. It's not in our plan to change our price plans right now. The simple three tiered system seems to be working well for our customers, but I'll pass on your suggestion to the team for their consideration. There is an option to pay via paypal :). Simply go to your Subscription tab under Settings to change your payment details. Please get in touch if you have an other questions. Best regards, Therese
Construction To Do List
Vorteile:
We use this daily to keep up with certain task that needed to be completed with in the office. We don't use it for project upkeep. The calendar is perfect and so easy to work with.
Nachteile:
Using teamwork on the computer is a lot easier than on the app on the phone. The calendar does not flow the same on the app
Antwort von Teamwork.com
vor 4 Jahren
Hi Candice, Thanks for taking the time to leave a review of Teamwork Desk - we really appreciate it. It's great to hear our calendar has been a useful tool for your company. App issues? I'll pass this onto the support team to investigate this further. Don't hesitate to contact us at support@teamwork.com if you ever need anything or wish to submit a feature request. Many thanks, Karen at Teamwork
Teamwork has been so helpful
Vorteile:
Really appreciate the streamline of multiple inboxes it has made managing many clients tickets manageable.
Nachteile:
nothing everything has been good, billing was an issue but that was resolved with updates.
Antwort von Teamwork.com
vor 4 Jahren
Hi Jeune, Thanks for the great review of Teamwork Desk, we really appreciate the positive feedback! If you ever experience any issues or wish to submit a feature request, contact us at support@teamwork.com Kind Regards, Karen at Teamwork
Easily setup your help desk
Kommentare:
We use this on a daily basis to communicate with our clients and solve issues. You just pass them an email, and you can manage all the conversations in the platform and assign agents depending on the client.
So far, we have no complaints with this software.
Vorteile:
Easy to setup, easy to track tickets, communicate with other support members and the client. Faster response times means happier clients.
Nachteile:
The onboarding process could be a little better. When we first started, we didn't know how to setup the platform to allow certain filters or views by default. The customer support was pretty quick with this tho.