Teamwork Desk Features

Teamwork Desk

Deliver an unforgettable customer experience.

4.44/5 (114 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

Competitor Feature Comparison

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Call Recording
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Client Portal
Contact History
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Customer History
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Customizable Branding
Customizable Templates
Email Integration
Email Templates
Event Triggered Actions
Feedback Management
Filtered Views
Knowledge Base Management
Lead Assignment
Mail Merge
Mobile Integration
Multi-Channel Communication
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Project Notes
Project Time Tracking
Reporting & Statistics
Role-Based Permissions
SSL Security
Search Functionality
Self Service Portal
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
Workflow Management
Visit WebsiteCompare App
API
Anti Spam
Automatic Lead Distribution
Call Recording
Call Tracking
Categorization
Chat
Client Portal
Contact History
Customer Accounts
Customer History
Customer Service Analytics
Customizable Branding
Customizable Templates
Email Integration
Email Templates
Event Triggered Actions
Feedback Management
Filtered Views
Knowledge Base Management
Lead Assignment
Mail Merge
Mobile Integration
Multi-Channel Communication
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Project Notes
Project Time Tracking
Reporting & Statistics
Role-Based Permissions
SSL Security
Search Functionality
Self Service Portal
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
Workflow Management
Visit WebsiteCompare App
API
Anti Spam
Automatic Lead Distribution
Call Recording
Call Tracking
Categorization
Chat
Client Portal
Contact History
Customer Accounts
Customer History
Customer Service Analytics
Customizable Branding
Customizable Templates
Email Integration
Email Templates
Event Triggered Actions
Feedback Management
Filtered Views
Knowledge Base Management
Lead Assignment
Mail Merge
Mobile Integration
Multi-Channel Communication
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Project Notes
Project Time Tracking
Reporting & Statistics
Role-Based Permissions
SSL Security
Search Functionality
Self Service Portal
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
Workflow Management
Learn moreCompare App

Mobile apps

iOS App


0 reviews

Requires iOS 9.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


51 reviews

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

The integration into TW Projects is seamless and allows us to stay in the same environment with tasks and comms.

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
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

Read more
Charlie Patric

Good system with great features

2017-03-31

I'd like to see more integration with chat, like there has been with projects.

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

Response from Teamwork.com


Hi there,

Thank you for the review of Teamwork Desk.

Kind regards,
Nancy at Teamwork.

Read more
Lee Yin Yew

Easy to use Application with Sleek UI

2020-04-28

Able to support day to day functions well, reliable but could improve in generating useful analytics that help motivate agents to perform better.

Pros

Teamdesk was designed very nicely with simple UI yet very functional.

Cons

The ability to export information and flexibility of creating user definable analytics report for management viewing.

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
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

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
Lawrence Ladomery

Solid, easy to use and very fast

2017-04-01

Teamwork Desks features the functions I need as well as integrating seamlessly with Project, which I use extensively.

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
Mimi Davis

ALL in One System

2020-04-28

Pros

My main reason for using the tool is the integration with my CRM system Teamwork Projects.

Cons

The workflow is a bit confusing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
ray thomas

Great Software

2020-04-27

I have been able to integrate with slack and forward all emails to the assigned ticket agent to their own channel. This saves me a lot of trouble.

Pros

I have been able to integrate with slack and forward all emails to the assigned ticket agent to their own channel.

Cons

The first time I made an automatic email reply, I didn't know what the "apply to all tickets" checkbox at the bottom did.

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
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
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
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

Response from Teamwork.com


Hi there,

Thank you for the review of Teamwork Desk.

Kind regards,
Nancy at Teamwork.

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

Read more
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

Good pricing - particularly the per-ticket model which works great for us as a startup.

Cons

It expects customers have an email address - we log telephone calls into desk but sometimes have to invent fake email addresses.

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

Read more
Tim Ruby

Excellent, time-savings, intuitive

2017-07-10

Time-savings is the biggest.

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
Ramin Keyvan

Why Rhino Users Teamwork Desk

2020-04-28

Whether it is Desktop support related or related to a task inside of an ongoing project, we use this every day!

Pros

The product simple to set up, it does what we need it to do and it integrates with many of the services we use every day to support our client base. The other thing that I love about Teamwork, in general, is the support.

Cons

This is quickly becoming an industry standard platform for MSP documentation and it would be great to pull up all the machine data for a client who sends us a ticket from inside the ticket.

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
Jesse Barton

Look no further!

2020-04-28

The Teamwork integration means we can quickly create tasks and assign them to people while support agents can easily monitor and see the progress on any task related to one of their tickets.

Pros

Teamwork Desk is the perfect support system with the best value for the money.

Cons

I wish you could put better notes on a customer's account. It would be handy to e able to add detailed notes about a company or a customer that other agents could read.

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
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

Response from Teamwork.com


Hi there,

Thank you for the review of Teamwork Projects.

Kind regards,
Nancy at Teamwork.

Read more
Anonymous
(Computer Software company, 501-1000 employees)

best ticket management software

2019-04-10

Pros

Reporting is super easy. timely able to track ticket status.

Cons

This software is not free. Mobile application needs imrovement

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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
Harry James

Teamworkdesk + Teamwork = win

2016-11-07

I reviewed Teamwork Desk, Freshdesk, Zendesk and a few other systems, the winner was easily Teamwork Desk due to its direct integration with Teamwork Projects.

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
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
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.

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