Teamwork Desk

I evaluated nearly 20 help desk applications and chose Teamwork. There are a number of reasons, but the most notable is that they have the most advanced collision avoidance and/or presence feature. In real time you can see who is viewing and/or typing in a ticket, which is incredibly useful.

TWD is also one of the only applications that allows the agent to insert a link for the knowledge base by searching inside the ticket itself. The agent doesn't have to leave the ticket to do this, and the link is automatically added to the body. Very useful!

One of the most important things I was looking for when making a selection was the knowledge base. Specifically, the ability to have two knowledge bases, one for users and another for vendors. As I began to set up the KB's I realized that, to do this, they would need independent URL's which wouldn't work. I ended up using a single KB and splitting it into two categories, but that does allow for the potential of a user viewing a vendor article and vice-versa.

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.

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.

Unfortunately, I got used to the layout.

The text editor is adding extra spaces. It is very unprofessional.

The last version of this App does not include notifications when a new ticket arrives.

Poor customer service. They say that I and all my work team are lying. They won't fix the issue because they need to create a new editor.

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

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.

I am a happy user of Teamwork Desk. It allows ease of use for my clients and team. My main reason for using the tool is the integration with my CRM system Teamwork Projects.

It is a little confusing how to properly integrate with Projects. And once a project is closed in Teamwork it doesn't automatically close the ticket. The workflow is a bit confusing. I need more training on this.