Within Teamwork Desk, you can view
individual profiles for each company you
create.
Note: The Overview section of the company profile is available on Premium plans and
above. The Time section is available on Pro plans and above.
Go to the People area of your site
and select the Companies subsection.
From the list of companies, click
the relevant company to open the company's
profile view.
In the details pane on the left of
the company profile, you
will see any company details that have
been added, such as contact
information, Customer Portal
permissions for
customers, and associated domains.
You can also edit the company details in
in
the top right of the profile view by
clicking Edit company.
The company details pane and edit
button are visible across all subsections of
the company profile.
Customers
In the Customers subsection, you will see
a
list of the customers currently associated
with the company. Click the text to the
right of the magnifying
glass in the top left to enter a keyword
and search for a specific customer.
Customer details shown
include customer name, email, company,
total number of tickets, and their
Customer Portal access. You can use
the customize columns option in the
top right of the list to select which
customer properties you want to view
as columns.
Additional options in the top right
of the Customers tab include:
- Add customer - select existing
customers to add to the company or create
a new customer.
- Import - import a list of
customers via CSV file.
- Filters - filter the list of
customers by date joined.
You can click any of the
customers in the
list to bring you to the customer's
profile
where you can edit their details and
view
their ticket history.
Tickets
In the Tickets area, you will see a
list
of the tickets currently associated
with
members of the company. At the top,
you
will see a count of the total number
of
tickets within the company. You
can click any of the tickets in
the list to bring you to directly to
the
ticket thread.
Click the text to the right of the
magnifying glass in the top left to
enter
a search term and search your
tickets.
Ticket details shown include
customer, subject, status, type, and priority.
You can use the customize columns option in
the top right of the list to select which
ticket properties you want to view as
columns.
Additional filter options can be accessed
via the filters button in the top right of
the Tickets tab. These include inbox,
assigned agent, tags, and last updated
date.
Time
Site administrators can view all time entries agents have logged across all tickets associated with the company.
Note: The profile Time tab is available on Pro subscription plans and above.
Overview
In the Overview area, you will see a
summary
of statistics for the company's
customers, along with tickets associated with any happiness ratings received.
Note: The profile Overview tab is available on Premium subscription
plans and above.
The summary displays:
- Number
of
customers
- Number of tickets
- Number of replies sent
- Average response time
- Average resolution time
- First response time
- Happiness chart
For more
information, see: Viewing Time Logged Across a Company's Tickets