Teamwork Desk

Get to know Teamwork Desk

Sifting through hundreds of support emails is a pain for your team, so Teamwork Desk lets you control incoming emails by assigning them to specific inboxes. When creating a new inbox, you need to specify the inbox’s name, the email address your customers will use to send email to, and the team members that can view and access this inbox. Emails delivered to that address are then sent to the designated inbox so you can focus solely on these specific conversations.

Teamwork Desk lets you create as many inboxes as needed, but you can bring them all together through the Unified inbox. This special inbox gives you a full overview of all of your tickets while segregating them into specific views. By default you can open and manage new, assigned, on-hold, solved, and closed tickets in separate views. If you’d like to include or exclude a specific inbox, you can do so within your Teamwork Desk dashboard. Inboxes included in the Unified inbox will have a green checkmark next to their name.

All your support emails are processed as tickets on Teamwork Desk. Each ticket has a set of tabs and options to help you manage information and provide the support your customer needs. The top section of the ticket lets you update the ticket’s status, assignee, and priority. Right below are the main ticket tabs where you can reply to the customer, add ticket notes, and forward the ticket. Scroll down further to view the message thread, ticket attachments, tasks, customer history (tickets created previously), and ticket activity by clicking on their respective tabs. The right sidebar menu displays additional information about the customer, ticket options like type, priority and source, and followers interested in receiving updates on the ticket.

Every customer's question doesn't need a unique answer, though. For the most common problems, self-service is the best way to share the same answers once and empower customers to help themselves while team focuses on higher priority issues. Teamwork Desk comes with a self-service Help Docs site where you can publish documentation and tutorials for your customers. You can use your own custom domain, logo, and brand colors so it fits your company brand, while linking it to your main website and a contact form that sends submitted questions to a specific inbox. You'll know that these customers have already seen your core tutorials—and if they email, you'll know to dig in deeper and not just recommend basic ideas.

After you’ve customized your Help Docs site, you can start publishing your self-service content. Click on the Articles section from the left sidebar menu to add your first article. Take note that each account gets one free Help Docs site, but you have the option to purchase more at $20/month each if you'd like a separate site for each of your products, say.

Once your team uses Teamwork Desk regularly, you’ll be able to monitor performance and evaluate results through Reports. These are insights on your team’s individual and collective performances based on metrics like ticket volume, customer happiness ratings, and average first response times.

With Teamwork Desk in your support arsenal, your agents have the tools they need to provide timely and personalized support customers will love and appreciate. And with ticket and team performance insights laid out beautifully, you can easily spot opportunities to improve and enhance the service experience.

Do more with Teamwork Desk

Zapier allows you to instantly connect Teamwork Desk with 2,000+ apps to automate your work and find productivity super powers.

Connect to 2,000+ Apps
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Slack

Team Chat

2 Zap templates

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Teamwork

Project Management

2 Zap templates

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Parseur

Documents

1 Zap template

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Wufoo

Forms & Surveys
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Google Sheets

Google +1Google, Spreadsheets
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Twilio

Phone & SMS

1 Zap template

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Jira Software Server

Project Management
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Gravity Forms

Forms & Surveys +1Forms & Surveys, WordPress
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ActiveCampaign

Marketing Automation
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Typeform

Forms & Surveys
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Ninja Forms

Forms & Surveys +1Forms & Surveys, WordPress
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Shopify

eCommerce +1eCommerce, Premium
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Wrike

Project Management
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Stripe

Payment Processing
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Salesforce

CRM (Customer Relationship Management) +1CRM (Customer Relationship Management), Premium
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SQL Server

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SharpSpring

Marketing Automation
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Microsoft Teams

Microsoft +1Microsoft, Team Chat
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Cisco Webex Teams

Team Chat
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Temi

Transcription
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Mailchimp

Email Newsletters

1 Zap template

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Glip

Team Chat
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Google Calendar

Calendar +1Calendar, Google
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Trello

Project Management
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Calendly

Scheduling & Booking
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Google Contacts

Contact Management +1Contact Management, Google

1 Zap template

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ClickSend SMS

Phone & SMS
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Rev

Transcription
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Facebook Lead Ads

Ads & Conversion +2Ads & Conversion, Facebook, Premium
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Discord

Team Chat
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Google Tasks

Google +1Google, Task Management

1 Zap template

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GitHub

Developer Tools
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Harvest

Time Tracking Software
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LiveChat

Customer Support
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GitLab

Developer Tools
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Azure DevOps

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Capsule CRM

CRM (Customer Relationship Management)
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Crisp

Customer Support
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PandaDoc

Documents
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Google Drive

File Management & Storage +1File Management & Storage, Google
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Airtable

Databases
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Google Forms

Forms & Surveys +1Forms & Surveys, Google
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Dropbox

File Management & Storage
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Microsoft Outlook

Email +1Email, Microsoft
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Webflow

Website Builders
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Microsoft Excel

Microsoft +1Microsoft, Spreadsheets
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Infusionsoft by Keap

Marketing Automation +1Marketing Automation, Premium
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QuickBooks Online

Accounting +1Accounting, Premium
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ClickUp

Project Management
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Toggl

Time Tracking Software
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Xero

Accounting +1Accounting, Premium
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Basecamp 3

Project Management
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WPForms

Forms & Surveys +1Forms & Surveys, WordPress
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Facebook Messenger

Facebook +1Facebook, Social Media Marketing
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CallRail

Call Tracking
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Pushover

Notifications
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Formidable Forms

Forms & Surveys +1Forms & Surveys, WordPress
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tawk.to

Customer Support
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PomoDoneApp

Time Tracking Software
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Zoho Creator

Databases +1Databases, Zoho
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PipelineDeals

CRM (Customer Relationship Management)
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Pipedrive

CRM (Customer Relationship Management)
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Zoho Analytics

Analytics +1Analytics, Zoho
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ProWorkflow

Project Management
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Kanbanize

Project Management
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Bidsketch

Proposal & Invoice Management
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Textline

Customer Support
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Zoho Desk

Customer Support +1Customer Support, Zoho
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Twitter

Social Media Accounts
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Facebook Pages

Facebook +1Facebook, Social Media Accounts
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YouTube

Google +1Google, Video & Audio
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WordPress

Website Builders +1Website Builders, WordPress
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Todoist

Task Management
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ConvertKit

Drip Emails
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Google Docs

Documents +1Documents, Google
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Evernote

Notes
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LinkedIn

Microsoft +1Microsoft, Social Media Accounts
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Any.do

Task Management
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Zendesk

Customer Support +1Customer Support, Premium
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Microsoft Office 365

Email +1Email, Microsoft
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Intercom

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WooCommerce

eCommerce +1eCommerce, WordPress
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Unbounce

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Cognito Forms

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Google Analytics

Ads & Conversion +1Ads & Conversion, Google
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HubSpot

Marketing Automation
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Streak

CRM (Customer Relationship Management)
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Things

Task Management
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Ontraport

Marketing Automation
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Constant Contact

Email Newsletters
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Insightly

CRM (Customer Relationship Management)
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Agile CRM

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Clockify

Time Tracking Software
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OneNote

Microsoft +1Microsoft, Notes
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Close

CRM (Customer Relationship Management)
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Freshsales

CRM (Customer Relationship Management)
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Help Scout

Customer Support
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Mandrill

Transactional Email
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Process Street

Product Management
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Pushbullet

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1 Zap template

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SamCart

eCommerce
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Zoho Mail

Email +1Email, Zoho
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Magento

eCommerce +1eCommerce, Premium
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RescueTime

Time Tracking Software
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Formsite

Forms & Surveys
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Practice Ignition

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Delighted

Forms & Surveys
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Invoice Ninja

Proposal & Invoice Management
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Highrise

CRM (Customer Relationship Management)
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Nutshell

CRM (Customer Relationship Management)
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Zoho Invoice

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vcita

Scheduling & Booking
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Design Pickle

Images & Design
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KiSSFLOW

Product Management
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Runrun.it

Project Management
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BugHerd

Developer Tools
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SugarCRM 7+

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Zoho CRM

CRM (Customer Relationship Management) +2CRM (Customer Relationship Management), Premium, Zoho
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AND CO

Proposal & Invoice Management
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SurveySparrow

Forms & Surveys
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WHMCS

CRM (Customer Relationship Management) +1CRM (Customer Relationship Management), Premium
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ServiceNow

Developer Tools +1Developer Tools, Premium
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Duda

Website Builders
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Workast

Project Management
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Social Intents

Customer Support
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Yodel.io Phone System

Phone & SMS
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Better Voice

Phone & SMS
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Copper

CRM (Customer Relationship Management)
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Jira Software Cloud

Project Management
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Tender Support

Customer Support
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ConnectWise Manage

CRM (Customer Relationship Management)
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LiveAgent

Customer Support
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HappyFox Chat

Customer Support
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Moskit

CRM (Customer Relationship Management)
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Google BigQuery

Databases +2Databases, Google, Premium
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EmailOctopus

Email Newsletters
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Microsoft To-Do

Microsoft +1Microsoft, Task Management
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Olark

Customer Support
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Plutio

Beta +1Beta, Project Management
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OpsGenie

Server Monitoring
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Clio

CRM (Customer Relationship Management)
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Envoy for Visitors

Event Management
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Minute

Scheduling & Booking
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ManyChat

Social Media Marketing
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Simplesat

Forms & Surveys
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simPRO

Project Management
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Axosoft

Project Management
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Demand Metric

Beta +1Beta, Project Management
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Teamwork CRM

Beta +1Beta, CRM (Customer Relationship Management)
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Scoro

Project Management
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Microsoft Dynamics 365 CRM

CRM (Customer Relationship Management) +2CRM (Customer Relationship Management), Microsoft, Premium
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Proposify

Proposal & Invoice Management
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Pure Chat

Customer Support
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BigCommerce

eCommerce +1eCommerce, Premium
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Leadfeeder

CRM (Customer Relationship Management)
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Zoho Projects

Project Management +1Project Management, Zoho
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Bitbucket

Developer Tools
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Chargify

Payment Processing +1Payment Processing, Premium
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Klipfolio

Dashboards
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App Status by Zapier

Developer Tools +1Developer Tools, Zapier
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Float

Scheduling & Booking
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Dotloop

CRM (Customer Relationship Management)
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Odoo CRM

CRM (Customer Relationship Management)
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Resource Guru

Scheduling & Booking
Integrate Time Doctor with Teamwork Desk

Time Doctor

Time Tracking Software
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InvoiceBerry

Accounting
Integrate Cascade Strategy with Teamwork Desk

Cascade Strategy

Project Management
Integrate Booqable with Teamwork Desk

Booqable

CRM (Customer Relationship Management)

Screenshots

Teamwork Desk Updates

New App: Swiftly Assign and Answer Customer Support Tickets with Teamwork Desk