Introducing Teamwork Desk

Posted by: The Teamwork team /

At Teamwork.com, we deal with customer enquiries around the clock; every minute of every single day – we love hearing from our customers. How we treat support within our company has been at the core of Teamwork.com’s success, with happy customers referring friends and other businesses to us. Happy customers lead to happy team members which leads to business success. Fact.

When we started building Teamwork Project Manager, it was a response to not being able to find a good tool for managing all the work going on within our business. As we’ve grown and added millions of users to the platform, we’ve had to take the same long hard look at how we manage our support process and, once again, nothing out there seemed to have the same focus on customer happiness that our support team wanted.

Introducing Teamwork Desk.

True help desk happiness by Teamwork.com

Genuinely customer-centric companies put support and customer happiness at the core of their business. And that’s what we’ve built Teamwork Desk to do.

When you go back and look at the concept of support, it’s pretty straightforward – a customer has a problem and contacts you, the company, to fix it. Of course, as time goes on, and you get more and more support requests, they start eating into your time, so naturally you start to automate whatever you can for ease and simplicity.

The problem is that it’s a slippery slope and suddenly what were once one-on-one conversations between you and your customer are now automated tickets that take the emotion out of the support equation. Let’s remember what’s truly important, the customer wants the support process to be fast, easy, and efficient so that they can go back to whatever they were doing before the problem interrupted them.

Teamwork Desk hits the reset button on help desk software and goes back to putting customer happiness at the center of every business. We’ve built a brand new product, from the first line of code up, designed to deliver happy customers and happy users. It’s about getting customer problems fixed. It’s about solving problems faster. It’s about running a productive support team and business. It’s about getting stuff done.

First of all, we’ve done away with one of the primary killers – per agent pricing. By limiting the number of people within your organization that can deal with support enquiries, you’re automatically introducing support blockers. If a customer has a query about your mobile app, shouldn’t it be easy to get that answered by the guy who developed the app? In a modern customer-centric company, customer happiness is every employee’s responsibility, everyone should be on the frontline, helping customers. With unlimited users on every Teamwork Desk account, customer happiness can be everyone’s job.

Secondly, we’ve created a platform from start to finish that’s completely focused on the customer and ensuring that the right person is handling their enquiry. We’ve made it easy for you to assign tickets to the right people, leave notes for them to read, see what’s happened so far with any particular ticket, and measuring how happy they were with the response. Tracking customers that need a follow up is simple and maintaining back and forth conversations with specific customers is a piece of cake. Managing multiple support inboxes is easy no matter how big or small your team is. From a management perspective, we’ve built in a whole new level of reporting, designed to give the real answers that you want, instead of boring, empty statistics.

Thirdly, we’ve included a great new way to manage your support documentation and FAQs, all from within Teamwork Desk. Developed a brand new, custom-branded support hub for your business (we’ll even include a XYZ.helpdocs.com URL for you, if you want) that can cover the more basic inquiries a customer might have that’s so unbelievably easy for your staff to keep updated.

And last, but definitely not least, for those of you already part of the Teamwork.com family, Teamwork Desk directly integrates with Teamwork Projects (our new name for Teamwork Project Manager) so problems that are identified in support requests can be instantly actioned as tasks for the right people within TeamworkProjects. Those pesky billing enquiries? – Assign them straight off to the accounting department, reports of software bugs? – Add them straight to the bugs list. The connection between TeamworkDesk and TeamworkProjects is massively powerful from a business productivity perspective. Wait until you see it in action!

We’re really proud of the technology behind Teamwork Desk, a brand new technology stack that uses bleeding edge software design to create a beautiful, lightning fast, responsive product to ensure that it’s a pleasure for anyone to use. It’s also a dream to build on, so we’ll be adding frequent features and improvements over time.

We’ve used Teamwork Desk internally at Teamwork.com for a long time now to deliver customer happiness, now it’s time to share it with the world. It’s available from today and completely free to try.

Click here to start seeing happy customers and happy staff, bring happiness back to your business.

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Build stronger customer relationships with Teamwork Desk

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25 Comments

Gretchen

This is fantastic. I set it up this morning and tested it. By noon I had it up and running and am now sending clients to the portal. Great job!

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Sean Ware

We were a beta customer for desk and have been using it for over two months. This product has changed the way we work. Now we can track everything from support issues to sales leads . We now know that we are invoicing jobs that need to be invoiced.

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Mike TSG Ltd.

We are using Teamwork products for last few years. This is main tool to support core of our bussiness. Now we can easly track our support and manage our projects.

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Ibrahim A.

U guys are awesome! We were just looking for a solution for all our support emails, just after 1 min looking at teamwork desk, it blew my mind how easy it was. I love the attention to detail in there! Great job!

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Jupiter Jim

I am about to launch a membership site that teaches WordPress and Online Marketing. So I was in desperate need for an affordable, efficient support ticket system software. Looks like this is it based on the few testimonials I just read!!! I use Your teamwork software with the daily calendar and love it, so I expect this to be the best, as well!!! Erin Go Bragh!

~ Jupiter Jim

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Paul O'Brien

Excellent, as a user of Teamwork it’s great to be able to have a help desk integration, looking forward to taking it for a trial 🙂

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Perrie Briskin

Does Teamwork Desk integrate with Facebook, Twitter, etc. yet? We have a Facebook page where we receive customer feedback and questions through FB comments and messages.

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Adrian Kerr

Hi Perrie,

Good to hear from you.

Not yet, it is something we are looking into though. We will get something in place as soon as we can.

Best regards,

Adrian

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Jason Joseph

I know now that you guys have the new TKP setup running its easier for you to implement things.

Id like to point out that being able to reply to customers where THEY choose to reach out to a company is a major must these days.

Asking a client to send an email or any other means when they are already in contact with you is borderline rude in todays day and age.

Integrating the ability to monitor Twitter and Facebook Page posts for key words like help, return, error, trouble… etc would be a major leap for the platform.

Could this please be revisited and possibly escalated?

Therese Cohalan

Hi Jason,

Good to hear from you.
You’re absolutely right. As you can see from our roadmap, we are working on developing social integrations with Twitter and Facebook. I don’t have an ETA for you yet, but we hope to release this feature soon.

Kind Regards
Therese

Ted G.

We would really like to have this too. Our Facebook page (comments and messages) seems almost unmanageable at times.

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Matthew Clements

As a prospective client, this is something that I’d really like to see ASAP. My organization needs an easy method to manage comments from social media channels, so I’d love to have this functionality in TWDesk.

I see this is still listed on the roadmap as #3. Does this order accurately represent the prioritization of these items? Is there any updated ETA on this?

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Therese Cohalan

Hi Matthew,

Thanks for getting in touch. Our roadmap is based on priority yes. Integrations with Twitter and Facebook are high on the list but as you can see we have a bit of work ahead of us with other features first. Unfortunately, I can’t give you an accurate ETA right now but we do hope to get these released to the public as soon as we can. We appreciate your patience.

Kind regards,
Therese

Chris Purser

Hi TW Folks!

I love your stuff. My startup has been using TWpm for 2 years on our development side and we launched about 90 days ago and are growing well. I was really happy to learn about Desk, and we just implemented it. So , kudos on that!

However, some of our execs who like to be involved in caring for new customers, have been using another service provider who both provide a mobile friendly agent interface and SMS notifications.

While mobile notifications via an app would be fine, at least one of those is kind of important so that people whom aren’t staring at their desk mailbox all day, don’t miss important ticket requests.

In the spirit of the unlimited users, being able to put the perfect person to each support occurrence, some method of notifications seems paramount.

What are your thoughts on this? Is there a plan to implement something in the near future? We’d love to hear about it.

Thank you.
Chris

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Victor Barry

Hi Chris, thanks for the comment. Mobile notifications is definitely something we’ll be looking at in the future, so please bear with us.
Vic

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Adrian Kerr

Hi Alexandre,

Good to hear from you. Not yet I’m afraid, we will in time have these options and to help move it in the right direction I’ll add you to our wish list here.

Best regards,

Adrian

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Michael

Not to mix metaphors, but I’d like to +1 Facebook integration. (Google+ integration might be useful down the road, too.)

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Adrian Kerr

Hi Michael,

Good to hear from you.

we will be looking at these in time, can’t say exactly when but I will certainly add you to our wish list here for this.

Best regards,

Adrian

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Alexandre

Any news about Teamwork Desk integration with Facebook, Twitter, etc.?

Adrian Kerr

Hi Alexandre,

Not yet I’m afraid, it is though being worked on at the moment.

It will be Twitter first with the others to follow. We will update here as soon as we can.

Adrian

Gráinne Forde

Hi Zane,

Thanks for checking out our post and taking the time to comment. Teamwork Desk doesn’t support 2FA as of yet. I’ll add your suggestion as a +1 to our list to push this in the right direction.

Best regards,
Gráinne

Reply

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