Why We Made the Switch to Teamwork Desk

Posted by: The Teamwork team /

Guest post by Ciaran McGrath of Threefold Systems 

For me and my team, knowing our customers’ needs helps us get our job done. For this reason, choosing the right customer help desk software was a big decision. We evaluated several options, and cost was a factor, so we compared features, integrations, and pricing extensively. Ultimately, the tight integration with Teamwork Projects was the main decider. The ease of turning a ticket into a task, and tracking time against work carried out is what sealed it for us.

Threefold Systems is part of Agora, a global publishing group specialising in financial, health, travel, and special-interest newsletters, books, and many other products & services. We carved Threefold Systems to meet the needs of an array of clients in more than a dozen countries. Our work helps them grow their businesses while taking advantage of new technologies. This means that communicating with our clients and supporting their needs must happen efficiently, effectively, and in an organised way. Teamwork Desk ticks all the boxes for us in these respects, which makes us and our clients happy.

We use Teamwork Desk as a ticket system for web development support. When a project is completed and moved into a support phase, our clients put requests to the helpdesk. Many of the same team that work on the projects will handle the tickets, but it gives us a way to capture all incoming requests and ensure nothing gets lost. What we like most about Teamwork Desk is that it’s fast and we can seamlessly convert a ticket into a project task.

Teamwork Desk encourages and enables us to vigilantly tend to every detail of our projects. We force ourselves to make sure every request is logged in there, from a simple question to major requests. That way nothing falls between the cracks.

I would recommend Teamwork Desk to any company needing a strong and thorough customer service platform, affordable, and with integration options. Teamwork Desk has the potential to be a really great product. We know that it’s still early days and are happy to deal with some occasional, minor bugs knowing that the Teamwork.com team is working hard on fixing and adding new features all the time.

The tight integration with Teamwork Projects makes it a no-brainer.

Why we made the switch to Teamwork Desk by Ciaran McGrath of Threefold Systems
Ciaran McGrath is Managing Director of Threefold Systems in Carriganore, Co. Waterford, Ireland

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5 Comments

Ronald

Dear Ciaran,

thanks for your great article about Teamwork Desk!

You wrote: “We use Teamwork Desk as a ticket system for web development support. When a project is completed and moved into a support phase…”
That’s very interesting for us, because we plan to do the same as an web agency. Can you tell me a little bit more about your process to handle tickets with Teamwork Desk with your team.

Thanks in advance!
Ronald

Reply
Ciaran

Hi Ronald,

There are 3 of us that get copied on all tickets coming into the helpdesk. Primarily it falls to our Project manager to allocate tasks to the lead developer associated with a particular client or project. The leads will often reassign it but it’s up to them to assess which of their team is capable of handling it.

The PM will assess the priority and set the importance level according to SLAs etc.

When the ticket is handled, the developer will reply to the client and ask them to review before we deploy a change to their production site.

Ciaran.

Reply
Jordan

Seems like an interesting system! I like a lot of the features here. Might have to check it out! Thanks for sharing.

Reply

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