Coming soon: Teamwork Desk 2.0

Posted by: Emma Ross /

We’re delighted to officially announce the upcoming release of Teamwork Desk 2.0: the cleaner, more modern user interface for Teamwork Desk that has been designed to improve you and your team’s experience and bring a new level of clarity to your workday.

The design refresh is focused on improving the look and feel so you’ll still get the same great features and functionality of Teamwork Desk — but we do have a few tricks up our sleeve. While working on the new interface, we identified certain areas that needed improvement, so we’ve added some time-saving enhancements. More on this later!

This redesign will help us to build new features even faster so we can deliver more functionality to you and your team, supporting our mission to help make teams around the world more efficient, organized and happy.

Not only that, but it’s a major step towards creating a tighter alignment between Teamwork Desk and Teamwork Projects. By standardizing the UI across products, we can create a more efficient, intuitive cross-product experience for you and your team.

We will be rolling out Teamwork Desk 2.0 to customers starting in August. While we’re rolling this out, we’ll be referring to the new UI as Teamwork Desk 2.0 and the current (soon to be old!) UI as Teamwork Desk Classic — just so there’s no confusion. Once it’s rolled out to your account, you’ll still have the ability to switch between Teamwork Desk Classic and Teamwork Desk 2.0.

What to expect when you’re expecting Teamwork Desk 2.0

As well as the refreshed UI, we’re also adding some enhancements to create a more streamlined workflow that saves you more time every day. Here’s a peek at a couple of the improvements you can look forward to.

New and improved Dashboard

We’re making it even easier for you to see your most important numbers at a glance. The Dashboard summary has been redesigned to give you a big picture view of tickets assigned to you, the inboxes you’re a part of and your company’s Customer Happiness Rating, giving you better insights on how you and your team are performing.

A more intuitive ticket form

We’ve made some small but mighty enhancements to the ticket form that will make ticket creation a breeze. The customer name and email fields are now combined to reduce the manual input of customer information so you can create tickets faster and more easily. You can also preview customer profiles directly from the new ticket form to ensure you are selecting the right customer on the ticket. As well as that, better filtering and clearer ticket instructions make for a much-improved agent experience.

A whole new People area

We’ve created a whole new section in the main header called “People”. This is a dedicated area for you to view and manage your Agents, Customers, and Companies. From here, you can quickly look up a customer or company and access their profile and ticket history.

Improved Help Docs

The Help Doc section will have some notable improvements, including a new overview page from where you can view and manage your Help Doc sites — but that’s not all. You can also clone Help Doc sites, add tables to your help doc using the document editor, run a keyword search and preview articles in-app.

More accessibility support

Making Teamwork Desk more accessible for everyone is important to us so we added some features to improve the agent experience. Teamwork Desk 2.0 now supports the screen reader on both Mac and Windows making it easier for visually impaired agents to support customers day to day. We’ve also added keyboard support to make navigating the app effortless.  

Get early access

We’re really excited to officially release our cleaner, more modern visual interface and all the time-saving enhancements to customers in August.

Like what you see and don’t want to wait? If you want early access to Teamwork Desk 2.0 before we officially roll it out to all customers, simply reach out to our support team on desk@teamwork.com and we can get you set up. Just remember you will need to be a site Owner or Admin to get set up.

If you have any questions, please get in touch with us at support@teamwork.com.

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Emma Ross
Product marketer

33 Comments

Jean-Francois Arseneault

Will you be adding a way to mass-delete customers? I’d like to do “maintenance” and remove the ones we don’t want (since we do a lot of auto-forward from email pipes”, but the current one-at-a-time approach doesn’t work, at all. Too time-consuming. We have 1,000+ customers, likely a few hundred that would nee pruning.

Reply
Joanne Fitzmaurice

Hi Jean-Francois,

Thanks for providing details on this workflow, I can totally understand that manually deleting that number of customers individually would be unsuitable. The good news is that the option to bulk delete customers is on our radar! I don’t have an ETA right now – but I can certainly confirm its something we will be adding.

If you have any more ideas for improvements or feature requests please email desk@teamwork.com

Thanks
Joanne

Reply
Joanne Fitzmaurice

Hi Karolos,

We’d love to hear more about any specific’s you’d like to see in a per agent “time spent” report. If you are happy to share these details with us please email desk@teamwork.com

Thanks,
Joanne

Reply
Joanne Fitzmaurice

Hi Steph,

Thanks for reaching out.

I have some news that might be of interest to you! As of yesterday, we introduced an enhancement on our time tracking feature, so now time spent on creating new tickets can be tracked in Teamwork Desk 2.0 🙂

Regarding your request in the comment, I’d love to hear a little bit more about what you’d like to see in this activity report – could you send an email to desk@teamwork.com with some more details?

Thanks,
Joanne

Reply
Alex

Looking forward to it! Will 2.0 feature a native dark mode? It seems trivial but a dark mode would be a great addition.

Reply
Joanne Fitzmaurice

Hi Alex,

I’m glad to hear you are looking forward to Teamwork Desk 2.0! While we have added some new options I’m afraid that a dark theme isn’t on the cards at the moment. If you’d like to share some additional details on why you feel this would be a great addition please email us at desk@teamwork.com.

Thanks
Joanne

Reply
Yuri Miloslavsky

Great to see improvements are being made on Desk. Already requested early access. I’m sure I’m going to love the new version. Is the same planned for the mobile app?

Reply
Joanne Fitzmaurice

Hi Yuri,

Thanks for getting involved with our early access program for Teamwork Desk 2.0. We hope you are enjoying it so far!

We don’t have anything planned this year for the mobile app – but if you have feedback about what you’d like to see updated or added please let us know by emailing desk@teamwork.com

Thanks
Joanne

Reply
Sam Telesford

Hi Team,
Would it be possible to speak with someone about the upgrades to Team Desk? I will be on leave after today but will be back in the office Monday 15th July PM.

Thanks for your help.

Reply
Joanne Fitzmaurice

Hi Sam,

Absolutely – I will ask a member of our Sales team to follow up with you via email.

Thanks
Joanne

Reply
Marc

How can I close off Help docs from the internet public – so it’s only securely accessible by someone with an account?

Reply
Joanne Fitzmaurice

Hi Marc,

You can review our help doc privacy options for Teamwork Desk 2.0 here. If you have any additional needs that our current options don’t support, please let us know by emailing desk@teamwork.com.

Thanks
Joanne

Reply
Marc

Thanks for that. A year ago I requested a customer login tied to their Customer Portal login. Answer at that time was: ‘no, maybe in future’.

Reply
Joanne Fitzmaurice

Hi Sowmya,

The option to export data from the reports section will be added to Teamwork Desk 2.0 soon. The team are currently working on it 🙂

Thanks
Joanne

Reply
Joanne Fitzmaurice

Hi Christy,

I’d love to hear more about what you are looking for here – could you email desk@teamwork.com and share some additional details about the type of workflow you are trying to achieve? We may have something in the pipeline that will link in with your needs 🙂

Thanks
Joanne

Reply
Githin James

Will there be options to change color and highlight the text content of Ticket / Message?

Reply
Joanne Fitzmaurice

Hi Githin,

While we have made some updates to the ticket editor (e.g. the ability to add tables), an option to adjust text colour or highlight text isn’t included at this time. That said, we’d love to hear more about how having these options would improve your workflow or the end experience for your customers? If you can send us an email at desk@teamwork.com with these details that would be really helpful.

Thanks
Joanne

Reply
Joanne Fitzmaurice

Hi Louise,

I’m glad you spotted this update and its making you happy! If there are any other improvements you’d like to see in the editor or Teamwork Desk in general please do let us know 🙂

Thanks,
Joanne

Reply
Jules Sanchez

When will this be rolling out? I already have a teamwork desk? How will it affect my current service?

Reply
Emma Ross

Hi Jules,

This will be rolling out in August. You’ll be notified by email and in-app when it’s available on your account. It won’t interrupt your current service 🙂 We’ll provide more detail when it’s available to you.

Thanks,
Emma

Reply
Joanne Fitzmaurice

Hi Marc,

Customer synchronization to Azure Active Directory isn’t on the radar at the moment. If you want to share any additional details with us about this request please email desk@teamwork.com.

Thanks,
Joanne

Reply
Margot Park

Super excited for 2.0! Is there a more precise way to prioritise tickets, or to customise priorities that are more relevant to our company? Whereby the customer gets a reply from Desk to approve or disprove the priority associated with their issue?

Reply
Joanne Fitzmaurice

Hi Margot,

I’m delighted to hear you are excited about Teamwork Desk 2.0 – we are too!

While we have added lots of new features with our UI update – we haven’t made any major changes around the area of priority. That said, we are always eager to hear feedback from our customers on how we can improve Teamwork Desk so if you could send an email to desk@teamwork.com with more details on the type of workflow you are trying to achieve here that would be really helpful.

Thanks,
Joanne

P.S. Let us know if you’d like early access to Teamwork Desk 2.0 in the email and we can set that up for you too!

Reply
Alan Coleman

Will there ever be an option to assign a helpdesk ticket to more than one person. It would really help with our workflow. I know that the theory is that we can assign tasks in teamwork, but being able to keep customer service requests and information all in the helpdesk and keep everything else internal in projects is something we’re desperate for.

Reply
Joanne Fitzmaurice

Hi Alan,

Thanks for reaching out!

The ability to assign a ticket to multiple agents isn’t on our current roadmap, with that said, we are working on a Teams feature for Teamwork Desk 2.0 and subject to customer feedback it could be something that we end up considering in the future.

As always we love and appreciate feedback, so if you’d like to provide some further details on your workflow ideals for this feature please send an email to desk@teamwork.com and we will keep it on file for consideration 🙂

Thanks,

Joanne

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