Teamwork Desk

(31)
4.4 out of 5 stars

Teamwork Desk was built to make it easy for your team to deal with even the most complex customer enquiries. With unbeatable pricing, as well as amazing features and a great user interface, Teamwork Desk will enable you to track and manage your customer requests without sabotaging any previous rapport built with them

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Teamwork Desk Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

89%
(Based on 20 reviews)
Response Automation

Respond to common requests with standard reply

88%
(Based on 18 reviews)
SLA Management

Service Level Agreement Management

n/a
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

87%
(Based on 18 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

87%
(Based on 19 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

89%
(Based on 20 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

89%
(Based on 20 reviews)
Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

Not enough data available

Searchable Articles

Makes articles in the knowledge base searchable on the web.

Not enough data available

Community Forums

Enables users to engage with other users to solve common issues.

n/a
Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

n/a
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

Not enough data available

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

n/a
Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

Not enough data available

Live Chat

Embeds live chat capabilities within self-service tools.

Not enough data available

Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

85%
(Based on 13 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

91%
(Based on 17 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

n/a
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

n/a
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

76%
(Based on 5 reviews)
Customer and Contacts Database

Central repository for account and contact information

85%
(Based on 7 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

79%
(Based on 5 reviews)
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

82%
(Based on 5 reviews)
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

Not enough data available

Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

82%
(Based on 6 reviews)
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

81%
(Based on 10 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

81%
(Based on 7 reviews)
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

83%
(Based on 7 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a
Reporting

78%
(Based on 11 reviews)
Dashboards

85%
(Based on 15 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

Not enough data available

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

83%
(Based on 9 reviews)
Customization

76%
(Based on 8 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

88%
(Based on 10 reviews)
Internationalization

Not enough data available

Performance & Reliability

91%
(Based on 10 reviews)
Integration APIs

Not enough data available