Get organized with Companies for Teamwork Desk

Posted by: Emma Ross /

Manage your customers at a company level, run reports, and provide your team with intelligent insights on their performance for clients.

For teams that manage their clients through Teamwork Desk, life’s about to get a whole lot easier! Provide an even more seamless communication experience using Companies, a feature that allows you to group tickets from different employees at the same organization together under one “company.” Organizing your clients by company creates a more organized workspace, making it easier for your team to view and respond to individual relationships within an entire company. 

For the agent

By grouping clients and their employees into companies, agents can build more streamlined support workflows and deliver even more personalized service to their clients. Instead of seeing individual tickets in isolation, you can review a group of tickets all together, which can provide context and help you to spot patterns in the kind of problems you’re solving for each client

Get intelligent insights

Companies unlocks a whole new overview section that allows you to get granular with your metrics, highlighting your team’s happiness ratings, customer listings, and ticket replies on a per-organization basis. Quick insights on the efficiency of your team’s response, resolution times, happiness ratings, and a company’s overall engagement allow you to quickly assess how you’re performing for each company as a whole. If a company’s overall happiness rating is low, you can drill down to understand what issues they’re having with your service. The Companies overview gives you a real-time performance summary in a couple of clicks.

 

Quickly view customers and tickets

Grouping customers together by company is simple. Using their email domains, such as contact@companydomain.com, you can ensure that any time a ticket comes in from a customer’s employee, it automatically joins their associated company and can be viewed as one group in the customer list view. If you’ve got a lot of customers, you can also bulk import companies as a quick way of grouping existing customers into their respective companies. There’s also an option to group customers manually if it better suits your workflow.

You can quickly sort and search tickets that have been submitted by employees in any company in the dedicated Company Tickets view. This overview gives your team the ability to quickly spot trends in customer queries and address any common issues they see coming in. Dedicated account managers can easily sort and manage tickets related to their client company, making their client management process more organized and efficient.

Optimize your workflow

Make your workflow more efficient by setting up company-related triggers. For instance, you can set up a trigger to automatically tag any ticket from an enterprise client as “Enterprise” and “high priority,” so agents know to pick up the ticket immediately.

Agents can also set up a smart inbox for tickets from individual companies using specific criteria. For instance, tickets that have been active for over an hour and have yet to receive a response, or tickets that have been tagged as “bug report” can be populated into their own smart inbox. Agents can give those tickets top priority for a more streamlined, efficient workflow, faster response times, and happier customers!

For the customer

Ticket viewing permissions are fully customizable. One option is to set up Companies to give your clients and their employees full visibility over all of the tickets submitted by their colleagues through the company view in the customer portal. This means that all members of a company can view open and closed tickets in the customer portal, even if they haven’t submitted a ticket. This helps to reduce common queries by giving your clients a ready-made FAQ section of questions their teammates have already asked (and that your team has already responded to), so they can save time and get quick answers.

However, if you don’t want customers viewing their teammates’ tickets in the customer portal, you can simply adjust the access options so your client’s employees can only view their own tickets. You can also set it so that only a select group of people, such as team leads and management, can access and view all tickets.

See Companies in action

Start using the Companies feature and let us know what you think! If you need any tips to get started, check out our help docs or send us an email at desk@teamwork.com and we’ll be happy to help!

Companies is available on the Pro plan and higher.

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Emma Ross
Product marketer

12 Comments

Steve Lock

Awesome! Can we add/edit companies via the API too? And can customers/companies from Teamwork Projects be synced with Teamwork Desk? That would save us a lot of work 🙂

Reply
Emma Ross

Thanks Ben and Steve, I’ve passed your feedback on to our product team 🙂

Emma

Reply
Steve Lock

Also; we used to have a ‘text field’ called ‘Company’. Now that field has become a dropdown field, but it’s empty now. Could we at least have our old ‘text field’ companies restored in the dropdown?

Reply
Matthew Jaworski

Great feature!

I second Steve with one shared and synced Company database, where TWD recognizes a new customer automatically if he/she is a contact in People in TWP.

Reply
Emma Ross

Hi Matthew,

Glad to hear you like our new feature! I’ll pass your feedback onto our product team 🙂

Thanks,
Emma

Reply
Benjamin

Hi Emma,

Why I don’t have this feature in my account ?
I don’t have the tabs like in the video.

Reply
Emma Ross

Hi Benjamin,

Companies is available on Pro and Enterprise plans only, so if you’re on Starter or Plus then then you will not have access to this feature. Perhaps this is the issue?

Thanks,
Emma

Reply
Benjamin

Yes, that was the issue… Haven’t seen the last sentence of the article 😉

Thanks

Reply
Jay Larsen

Love the feature but cannot afford to move to Pro for our small team. This feature should be part of the base packages as it is necessary for effective meetings between us and our development partners as we discuss bugs and other issues related to our projects.

Reply

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