Teamwork Desk Features

Teamwork Desk

Helpdesk Software Your Team Can Rely On

4.46/5 (89 reviews)

Teamwork Desk Feature Summary

  • Ticket Assignments
  • Private Notes
  • Unlimited Inboxes
  • Ticket Statuses
  • Tags
  • Saved Replies
  • Triggers
  • Customer Profiles
  • Satisfaction Rating
  • User Permissions
  • Ticket Reports
  • Team Reports
  • Agent Specific Reporting
  • Customer Happiness
  • Advanced Filters
  • Date Comparisons
  • Help Docs
  • Custom Domain
  • Unlimited Data
  • Completely Customizable

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (144 other apps)
Activity Dashboard (64 other apps)
Automatic Notifications (69 other apps)
CRM Integration (61 other apps)
Chat (145 other apps)
Contact History (62 other apps)
Customizable Branding (63 other apps)
Customizable Templates (51 other apps)
Email Integration (67 other apps)
Instant Messaging (77 other apps)
Knowledge Base (87 other apps)
Monitoring (68 other apps)
Multi-Channel Communication (63 other apps)
Prioritizing (59 other apps)
Reporting & Statistics (76 other apps)
Social Media Integration (64 other apps)
Surveys & Feedback (64 other apps)
Third Party Integration (79 other apps)
Ticket Management (56 other apps)
Workflow Management (54 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


9 reviews

See all iOS Apps

Requires iOS 8.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

See all Android Apps

Teamwork Desk Feature Reviews

25 reviewers had the following to say about Teamwork Desk's features:

Jan Roessner

Great alrounder with ton of functionality for reasonable price

2017-04-01

At the agency, we use the platform mainly for our client communication. Keeping the communication in a tool the entire firm has access to keeps everything streamlined.

Pros

Ease of use and large number of features. Easy setup!

Cons

No social media integration (yet)

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Jan,

Thanks so much for the review. We really appreciate you taking the time to write it. We're delighted to hear that you've had such a positive experience using the product.

Kind regards,
Therese

Read more
Rajat Sharma

Its relatively easy to use

2018-09-19

Great software

Pros

Easy of new employees getting started We can add the task in this software Add all employees see billable and non-billable hours See total hours of employees generate reports etc

Cons

Doesn't I integrate with chat very well Doesn't integrate with tasks in projects.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Charlie Patric

Good system with great features

2017-03-31

Like the ability to highlight text in chat, like you can in projects, and create a support ticket. That being said Tramwork is always updating their system, making it better constantly.

Pros

Easy setup. Easy integration with our website.

Cons

Doesn't I integrate with chat very well Doesn't integrate with tasks in projects.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Teamwork Desk

It's a good system.

Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Charlie,

Thanks so much for the great review. We really appreciate you taking the time to write it. We're delighted to hear that you've had such a positive experience with the product.

We do plan on bringing in more integrations between the products really soon.

Teamwork Desk does integrate with tasks in Teamwork Projects. You can create a task within a ticket and close it from either Teamwork Projects or Teamwork Desk. If you have any questions on the integrations please message us at support@teamwork.com

Best regards,
Therese

Read more
Anonymous
(Food & Beverages company, 51-200 employees)

Fantastic PM Software

2018-11-29

Pros

Adding projects based on different team members is super easy Easy to use the billing and timing features Running reports is fast and accurate Running Teamwork chat through your mobile device is excellent for internal communication

Cons

Of all the project management softwares I've used, Teamwork has been the best so far.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Tommy Nguyen

Good cloud project management tool

2017-03-31

However, the UI is not that hard to follow.

Pros

Simple, rich features

Cons

Chat does not available with APIs

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

7/10

Recommendations to others considering Teamwork Desk

I would provide more features with Chat such as: pin, bots

Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Tommy,

Thanks very much for your review. We really appreciate you taking the time to write it.
We're glad to see you're happy with Teamwork Projects. You'll be happy to hear that an open API is coming to Teamwork Chat which will allow you to have things like bots. We don't have an estimated release date just yet but we're hoping it will be ready soon.

Best regards,
Therese

Read more
Aaron Kitto

Desk with Project

2017-04-01

It is clear and easy to see where calls are at and who is responsible for tasks and tickets.

Pros

Easy to use, clean, fast, clear with good reporting.

Cons

Integration to Teamwork Project is a bit light.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Teamwork Desk

Price is good.

Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Aaron,

Thanks so much for your review. We really appreciate you taking the time to write it. We're delighted to hear that you've had a positive experience with Teamwork Desk and Teamwork Projects. You'll be happy to hear that we plan on making deeper integrations across the products very soon :).

Best regards,
Therese

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Michelle Vales

NO MORE Sticky Notes

2017-04-04

There are many integrations I do not use, but the ones I do use are great so far.

Pros

Doc Editing and Time Tracking

Cons

Better and More Granular Reporting for Management

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Michelle,

Thanks so much for your review. We really appreciate you taking the time to write it. We're delighted that you've had such a positive experience using Teamwork.com. It sounds like you're review is about Teamwork Projects, rather than Teamwork Projects, but not to worry. We're happy to hear that Teamwork has made your life easier :).

Best regards,
Therese

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James Cockerill

Excellent support desk - Affordable pricing model

2016-07-06

There is full control over the templates so you can change the look and feel to match your brand. Their development pace is phenomenal.

Pros

It prompts customers to rate our support which is good for feedback Built in help desk (knowledgebase) means our agents can publish FAQs easily.

Cons

I'd like a contact widget that offers help desk FAQs as part of the submission process or maybe a helpdesk widget we can embed on our site.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi James,

Thanks so much for the wonderful review.I've shared it with the team here. We really appreciate you taking the time to write it for us.

If there's anything we can do to help you and your team on Teamwork Desk, please don't hesitate to ask.

Best regards,
Therese

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Lawrence Ladomery

Solid, easy to use and very fast

2017-04-01

I use Teamwork Desk to capture client requests and manage them in one central location, prioritizing them and distributing them to other team members.

Pros

A good set of features and great integration between Project and Desk.

Cons

Resource management is missing for which I use another service.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Teamwork Desk

It's good for agencies dealing with BAU request, small projects and big ones too.

Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Lawrence,

Hope you're well :). Thanks so much for your review. We really appreciate you taking the time to write it and give us your feedback. We're delighted to hear that you've had such a positive experience with Teamwork Desk and Teamwork Projects for the past 2+ years. You'll be happy to hear that resource management is on our roadmap. It's only in the planning stages at the moment but we hope to begin work on it very soon.

Best regards,
Therese

Read more
Matt Dickinson

Great product

2017-03-31

We've used Teamwork Desk for several years now, and we love that not only is the product easy to use, but the data is also accessible via API so that we can run detailed reports, etc.

Pros

Ease of use, low initial cost, integration with Teamwork Projects

Cons

The change in pricing structure to include a number of different payment tiers. Sometimes, I find this confusing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Matt,

Thanks so much for the great review. We really appreciate you taking the time to write it. We're delighted to hear that you've had such a positive experience with the product.

I'll pass on your pricing feedback to the team for their consideration.

Best regards,
Therese

Read more
Katie Graf

Nice integration but needs improvements to be the main go-tofor customer communication

2017-04-16

Nice to have this and TeamWork projects together since it keeps a lot of similar communication and questions in the same place (it's easy to switch between the two with a drop down selection) but has a bulky interface and isn't set up to reply to many emails/calls quickly.

Pros

Integrates with TeamWork Projects well

Cons

Bulky and not easy to navigate from one inquiry to the next.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Katie,

Thanks very much for the review. We really appreciate you taking the time to give us your feedback. We're glad to that you enjoy the integrations between Teamwork Projects and Teamwork Desk. I've passed on your concerns to the team for their consideration. Hopefully we'll see improvements for your problems very soon. With regard 'it's hard to navigate from one inquiry to the next and keep your inbox straight and organized' - tickets are set up like emails in an inbox. You simply need to click on a ticket to open it from your inbox. If you send us an email to desk@teamwork.com with more detail we'll happily answer any questions you may have to help improve your experience with the product.

Best regards,
Therese

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Michael Palecek

Excellent Help Desk Software

2018-10-22

They have some strange billing requirements, and the fact that they are not based in the US has made it a little difficult (scheduling customer service meetings and things like that) but overall it has been good.

Pros

The software is easy to use, but the best part about is that it shares an interface design with Teamwork Projects.

Cons

There could be more integration with Teamwork Projects.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Harry James

Teamworkdesk + Teamwork = win

2016-11-07

On the flip side if you are in teamwork projects and need to view a customer communication its one click away.

Pros

Works great with Teamwork Projects Has all the features of any desk system Helpdesk, submit a ticket function and CNAME for vanity subdomain

Cons

A bit clunky Integrations are still behind competitors Sometimes its hard to find the right setting to modify something

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Teamwork Desk

If you use teamwork projects, then use teamwork desk . It's a no brainer. If you're after a ticketing system with a pay per ticket system and dont use teamwork projects then it's a very good entry level ticketing system. Their support team is fantastic as well, very responsive.

Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Harry,

Thanks so much for taking the time to write this review. We really appreciate your feedback.

I've passed on your comments to the rest of the team and we're all delighted with the 9/10 review.

We're glad you enjoy the integrations between Teamwork Desk and Teamwork Projects. We plan on making them even more tightly integrated in the future so watch this space :).

I've added your suggestions about making the tool more user friendly to our feature request list. We'll work hard to try and make the app the very best it can be.

In the mean time, if we can do anything to improve your experiences with any of the products please let us know at support@teamwork.com.

Thanks again,
Therese

Read more
Brian Critchlow

A great product from a great team

2017-04-03

It needs iPad support, the ability to create new tickets from the app and some UI improvements.

Pros

Easy to use Great interface Simple setup Terminology is simple

Cons

Mobile app needs a lot of improvement

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Brian,

Thanks so much for your review. We really appreciate you taking the time to write it. We're delighted to hear that you've had such a positive experience using Teamwork Desk. I'll pass on your feedback about mobile and ipad apps to the team.

Best regards,
Therese

Read more
Rick Meekins

One of the Best Solutions

2017-03-31

Having used a number of PM solutions, I feel Teamwork is probably the best value for the money, between licensing, features, rock star responsive support, usability and ease of use. The Company updates keep on coming, which is important ad the software marketplace continues to evolve.

Pros

Ease of use. Works with the way we do business and makes us more efficient.

Cons

I would like to know when problems are occurring rather than submitting a ticket or email in order to find out.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Teamwork Desk

Keep on growing. Great product. Highly recommended.

Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Rick,

Thanks so much for the great review. We really appreciate you taking the time to write it. We're delighted to hear that you've had such a positive experience using Teamwork Projects. You'll be happy to hear that we've got an office 365 integration as well as a quickbooks one. See https://blog.teamwork.com/teamwork-projects-microsoft-office-integration-will-simplify-workflow/ and https://blog.teamwork.com/quickbooks-integration-update/. Hope these help. Let me know if you have any questions.

Best regards,
Therese

Read more
Tom Benson

Game Changer

2017-03-31

The product team continually drives the value proposition up with great integrations and a stronger and stronger feature set. We now use this application across all of our business lines from IT projects to build projects.

Pros

Ease of use and scalability.

Cons

Would like to see an integration with Sharepoint for storage.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Tom,
Thanks so much for the great review. We really appreciate you taking the time to write it. We're delighted to hear that you've had such a positive experience with the product.

I'll pass on your suggestion about adding an integration with Sharepoint.

Best regards,
Therese

Read more
James Watters

Overall good, missing a few key features though

2017-04-04

- Can't create a ticket with a note or comment, still has to be an email when you might not want those details to be customer facing.

Pros

Interface is nice cloud based, so accessible

Cons

Missing features as describes in the previous comments Price difference between standard and Pro is too much.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi James,

Thanks so much for your review. We really appreciate you taking the time to write it. As Teamwork Desk is a cloud based software, issues such as connectivity and loading times would generally be attributed to things like wifi connections. If you're unsure send us a mail to support@teamwork.com with some more detail and we'll look into it for you.

You'll be happy to hear that customer grouping is on our roadmap and we hope to release it soon.

It is possible to create a ticket with a note - You can create a ticket, in the body of the ticket you can write comments then toggle off the option to send this to the customer. Alternatively you can create a ticket and add a note to it afterwards. Notes are for internal use only and customers wont be able to see them. I hope this helps let me know if you have any other questions on this.

Best regards,
Therese

Read more
Chris Casseday

LOVE Teamwork Desk!

2017-02-01

We love how it seamlessly integrates with Google Apps and our task management system (Teamwork Projects).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Chris,

Thanks so much for taking the time to write this review. We really appreciate your feedback. We're delighted that you've had such a positive experience with Teamwork Desk.

If you think of anything we can do to improve your experience with the product even more, please get in touch.

Best regards,
Therese

Read more
Anonymous
A verified reviewer

Simple, cheap but still needs some work

2018-06-28

Pros

Ticket management is simple and very easy to use.

Cons

Whereas the ticket management is simple, there is no customer facing ticket generator, which would cut a lot of time for business usability.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Tim Ruby

Excellent, time-savings, intuitive

2017-07-10

Time-savings is the biggest. Better transparency on projects, better client interaction and better teamwork (no pun intended.)

Pros

It's great to be able to take advantage of the various project views as well for the different types of workflow my teammates prefer to implement.

Cons

A way to create tasks from Slack would be nice as well via an integration maybe.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Tim,

Thank you for your review.

We are delighted you are having such a positive experience with Teamwork Desk and Projects. They are literally made for each other.

We are constantly improving our products and adding new features, feel free to have a look at our roadmap to see what changes have been made and what is coming (there is a page for both Projects and Desk).
https://www.teamwork.com/roadmap?product=projects

The benefits you are experiencing speak for themselves, exactly what we want you to experience.

P.S. Who doesn't love a good pun :)

Kind regards,
Wes

Read more
Angel Reale

Excellent tool with a great dashboard.

2018-01-10

Pros

Ease to use, beautiful interface and reporting with excellent graphics and a lot of options.

Cons

Contract management is not supported unless you add Teamwork Project and add the contract as a project.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Angel,

Thank you for your review of Teamwork Projects.

Great to hear how easy it is for you to use.

We will take note of your calendar requests. Check out our roadmap to see what other features and developments are coming soon https://www.teamwork.com/roadmap.

Kind Regards,
Deborah

Read more
Jean-Paul Andrivet

We decided to give-up ... and move to Freshdesk

2017-04-03

Your product is in its infancy and is very limited compared to the competition: - no integration with facebook / twitter - no phone integration But for me, the worst feature is that with a basic (paid) subscription, you can't remove the 'powered by ...' text at the bottom of each email received by our customers.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Jean-Paul,

Thanks for your review. We appreciate your feedback. We agree that Teamwork Desk is still in it's early stages. We hope to add features like social and phone integrations, and much more very soon.

Best regards,
Therese

Read more
Ramin Keyvan

Excellent over all. My team adopted it with little effort and we are having a lot of success with it

2017-09-27

Control over my organization and its interactions with our hundreds of clients. Ease of use and deployment are also a great plus!

Pros

Ease of use, ease of deployment and your constant improvement. I started using your product back when you were in your infancy. I went away for a while because of a lack of functionality and came back because of the existence of the functionality I was looking for. Keep up the good work!

Cons

Lack of SalesForce integration. Also if you can make it so that we can integrate directly with XERO (rather than export a XERO compatible file for billing), that would be great!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Ramin,

Thank you for your review.

Great to have you back. Glad to hear that your team are having plenty of success with Teamwork Desk and that you find it so easy to use with all the functionality you need.

We are constantly adding to our integrations, we will add you as a +1 for a Salesforce and XERO integration and notify you of progress with these. We do have a Salesforce integration through Zapier. https://www.teamwork.com/integrations

Kind regards,
Wes

Read more
sarah diggs

Its pretty good..... but needs more features!

2017-03-31

* Could use a more customizable Gantt chart options (not show weekends, calculate hours of a project by working hours in a day) * There is a security flaw on the mobile app that allows my client to see internal private messages not intended for him to see, from his notification bar on his iPhone.

Pros

its relatively easy to use

Cons

Mobile app is slow and hard to navigate

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Teamwork Desk

I stated the features you need to work on and the security hole Ive experienced.

Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Sarah,
Thanks so much for the great review. It looks like you're talking about Teamwork Projects instead of Teamwork Desk but that's ok :). We really appreciate you taking the time to give us your feedback. We're delighted to hear that you've had a positive experience with the product.

I've passed on your feedback to the team for their consideration.

Can you double check the permissions on your external clients and ensure they do not have access to messages or projects which you don't want them to see. You can do this from the People section in your menu tab. If your still seeing problems can you send us an example to support@teamwork.com and we'll look into it right away.

Tags are customizable so that they will benefit all of our users. You can use priorities for more specific needs. Hope this helps. If you have more suggestions on how we can improve this, we'd love to hear it just shoot us a message to support@teamwork.com.

Best regards,
Therese

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Jess Arnds

Best bang for the buck out there!

2017-03-31

It is the best project management system for the money that I could find. The mobile app could use some work and there are a few ways to polish the web app, but they are constantly improving it.

Pros

I love the daily email. Great price, unlimited users, flexible.

Cons

The interface is a little cluttered, it seems like it's harder to read than some other systems. Mobile app could use more attention to make it easier to use and navigate.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Teamwork Desk

Looking forward to Kanban option. The

Source: Capterra
Helpful?   Yes   No

Response from Teamwork.com


Hi Jess,

Thanks for the review. We really appreciate you taking the time to write it. We're delighted to hear that you've had such a positive experience using the product. You'll be glad to hear that we've added a kanban style feature called boards. Let us know what you think of it https://www.teamwork.com/boards :).

Best regards,
Therese

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