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.

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Teamwork Desk Pricing

  • Starter plan: $7 per agent/month billed annually for unlimited inboxes, smart inboxes, a free help docs site, customer portal, and embeddable contact forms.

  • Plus plan: $13 per agent/month billed annually for everything in the Starter plan as well as time tracking capabilities, triggers, and collision detection.

  • Pro plan: $25 per agent/month billed annually for everything in the Plus plan as well as customer happiness ratings, custom fields, and full reporting capabilities.

  • Enterprise plan: This plan includes everything in the Pro plan as well as a corporate account manager, team onboarding, training, single sign-on, and 2FA. Contact us for pricing.

Teamwork Desk Features

  • Create an unlimited number of inboxes for all of your support email addresses

    • Unified inbox lets you view and manage all of your tickets in one place

    • View insights on team performance and customer happiness over a period of time

    • Set up a customized Help Docs site so customers can help themselves

    • Android and iOS apps available

Teamwork Desk Updates

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

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