Teamwork Desk - Getting Started Guide




Your Installation Settings

In the lower left corner of your installation, above your avatar, you will find the Settings button which allows you direct access to each section in the site settings.





Settings – Company

In this section, you can enter your company details, set some global permissions, and adjust various settings for your site.

Edit Company
  • Add details for your company name, your site name, and your web domain.
  • Set the available global permissions for agents.
  • Switch on or off the global features:
    • Open tracking allows the agent to see when a ticket was viewed.
    • "On hold" – Do you want agents to have this option for tickets?
    • Teamwork Branding can be removed from users and customers.
  • Set your time zone and preferred time format.




 

Settings Inboxes – Creating an inbox

Select the Inboxes tab and in the top right corner, you will see the Add Inbox button.




Give your inbox a name and add an appropriate address, such as support@domain.com.









 

Users & Permissions


How to Add a User

From the setting section for your installation select the users option, here in the top right corner you will see the green Invite User button.

This will bring up the Add New Users lightbox. Enter the user’s name, add their email address, select if you want them to be an Agent or an Admin, select which inboxes you wish them to have access to, and click Add Users.

If you have a TeamworkProjects account, you will also be able to use the Add from TeamworkProjects option in the upper right hand corner.






Your Users will now be added and can help with awesome support.




Dashboard

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The Dashboard gives you a complete overview of your Teamwork Desk account. Here, you can see all the tickets in your unified inbox including the number of new tickets, the number of tickets that are yours, how many are on hold, assigned, and how many are waiting. You’ll also see any inboxes that are part of your account.


 

Inboxes & Unified Inbox


Inboxes Button

Selecting the inboxes button shows your unified inbox and any other inboxes that are in the account.


Unified Inbox

The unified inbox is a collection from all the inboxes that you have selected to be a part of. It gathers all the mails from these inboxes and will display them as outlined below.



  • New – Any new ticket that is unassigned in the unified inbox.
  • All mine – Tickets that have been assigned to you specifically.
  • On-Hold – Tickets that have been marked by an agent as on hold.
  • Assigned – Tickets that are assigned to others who are also a part of the inboxes you are a part of.
  • Waiting – Waiting on customer, tickets that have been responded to, and marked as waiting on customer.
To add another inbox to your inbox from this screen, simply hover over the title or image then click on the check mark.


In the above example, clicking on the check mark to the left of Adam’s name, would include Adam’s inbox in your unified inbox.

 

Specific Inboxes

The specific inboxes are those inboxes that are available to people who can access them, a user with permissions can choose to add this to their unified inbox. As a part of that inbox, you can be assigned/assign tickets or answer unassigned tickets.





  • New – New tickets for that inbox.
  • Mine – Tickets assigned to me within that inbox.
  • On-Hold – Tickets marked as on-hold by an agent within that inbox.
  • Assigned – Assigned to others within that inbox.
  • Waiting – Waiting on customers to reply to a ticket within that inboxes.

Note: If the check mark is in a green circle in the lower left of that inbox for a user these tickets will also show within the unified inbox. In the example shown in the screenshot above, the inbox for Adrian Kerr will show in the unified inbox.



 

 

Tickets

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Clicking the tickets button brings you to the good stuff. This is the place where you can help save the world, or at least your customer’s world in which you’re their only hope.

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New – These are tickets that are new and haven’t been responded to yet.
Assigned – These are tickets that have been assigned to other users.
Waiting on customer – You’ve done your part, now you’re waiting on a reply from the customer. This shows you how many tickets are currently waiting on a reply.
On-hold – Shows the current number of tickets that are on hold. You can place a ticket on hold in the event that you need to do something for a customer.
Solved – These are tickets that are marked as solved. Once a ticket has been marked as solved, the customer will then get a happiness rating widget to let you know how you did.
Closed – These are tickets that are marked as closed. Sometimes a customer may just be dropping you a line of thanks or feedback which doesn’t require you to do anything (except maybe say "thanks"). There is no need to mark these tickets as solved, so mark them closed.
Spam – From time to time, spam may end up in your inbox. You don’t need those, so do the right thing and mark these tickets as spam.
+New Ticket – If you need to create a brand new ticket, select which inbox the ticket should come from, the source, and the type (such as feature request, problem, or question).

Don’t forget to select Notify Customer at the bottom. The customer will then receive your ticket.


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Metrics Button

Selecting metrics brings you to all the statistics for your account. Here you’ll find totals for customers, tickets, response times, and handle times over a time frame that you can set on the top left.


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The volume and average response time is an interactive, visual representation of the amount of tickets, replies, and response time in a given time frame.

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Clicking replies, tickets, and response time (at the bottom of the graph) will add or remove these from the on-screen display.


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Clicking any of the points within the graph will give extra details on that particular point.
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At the bottom of the metrics dashboard, you’ll find Tickets by Channel and Tickets by Top Agents. These sections display where your tickets have come from, such as email or from your docs and the amount of tickets responded to and solved by the agents on the account. Like the rest of the metrics dashboard, these figures come from the time frame you’ve selected.


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Docs


In here, you can create a set of how to and help documents which you can embed into your website. You can create up to three layers of categories (categories are managed from the settings section and can only be accessed by an admin) to allow you to sort and organise these articles by topic. The docs section can be accessed from the Help Docs button in the top left corner of your installation.






To Create a New Article


Click on the green button to open the text editor.




Give your article a title, add your instructions as appropriate, and Save. You can format your text much like you much in any WYSIWYG editor. Before saving your article, be sure to select which category it is to appear in from the list in the right pane. You can add a single article to multiple categories.


Additional Features

Related Articles –
Allows you to select other articles which relate to the subject at hand. Links to these related articles will appear at the bottom of your published article.

Revisions – Allow you to review previous versions of the document to allow you see how it has evolved. It includes information on when the previous version was created and by whom.

Status – Set your article to: Draft, Unpublished, or Published.

Preview – Click to open a new tab with a preview of how the article will look once published to the web.

- Redirect to Your New Help Articles from Previous Site

You may already have your help article published on another site, so it has an existing web address. To redirect from this old URL to your new Teamwork Desk article: Select the Advanced button in the upper right corner, enter the URL for the old article, and click on Save Changes. Now anyone clicking on the link to the old article will be re-directed to the current one in Teamwork Desk.



Reports

The reports section in Teamwork Desk is designed to give you an indication of the performance and volume of your tickets.

There are options here to allow you to view over a certain date range/time period and to also filter based on Inboxes, users, and more.

There are a number of sections here:
  • Overview – A broad overview to give a snapshot of all items.
  • Tickets – Gives an indication of the ticket activity, busiest times of the day, most expensive tickets, and more.
  • Team – An overview of the customers helped and the details per agent.
  • Help Docs – See how effective your help docs are, view the top searches, and more.
  • Happiness – How your customers have rated you. See the happiness ratings and review them.


Integration - with Teamwork Projects

Within the ticket view, you’ll see a cog, which is the settings icon. From there, you can choose Add Task.

Note: There is also a shortcut for this. When looking at the ticket, click on t and the pop-up to create a task will show.





Within your Teamwork Desk account, an encircled check mark icon will show inline with the ticket. If the task is active this will show display a red check, while a completed task will display a green check.





When within the ticket itself, there is a task indicator that will give the details of the task.




From here, you can select the task name, view the ticket, and update the task if necessary. Options available here would be to add a comment, change the due date, and many more.





When the task has been created from Teamwork Desk we will add an icon to that task, the benefit here is that you can choose to view that ticket directly from within your TeamworkProjects account.




The ticket stub icon beside the task denotes that the ticket was created from within Teamwork Desk, hovering over this gives you the ticket details and the option to link to that ticket.




This is also visible from the Task Details page when viewing the task.




Search

On the far top right of Teamwork Desk, you’ll find the search option. Search works in a number of ways. Type something in that you want to search for. Once the search is complete, you’ll be presented with three options: Tickets, Customers, and Help Docs.

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To view search results for Tickets, just click Tickets. To see Customers, just click Customers. If you want to see search results for Help Docs, simply select Help Docs.
You can search by one word or multiple words. So, in the case of searching for Joe Bloggs, you can input Joe, Bloggs, or Joe Bloggs. Keeping in mind that if you just search for Joe you’ll get a list of all customer names that have Joe.





My Profile

To access your profile settings: click on your avatar image in the bottom left corner and select Your Profile. This will take you to your profile section which is divided in five tabs.





Profile Tab

Here you enter your basic details such as Name, Email, Phone number, Job title, Time Zone, and also the option to upload a profile picture.


Permissions tab

From here, you can see all the inboxes in your installation shown as separate tiles. To add inboxes to your default list, simply click on the inbox and a green check mark will appear highlighting it. To deselect, simply click on the inbox again. When happy with your selection, click on the Save Permissions button in the lower left corner.


Notifications tab

Here you can set defaults for when you should receive email notifications. If you wish to set different defaults for each inbox you have access to, check the Customize notifications for each inbox option.





API Key

Click on the green Generate New API Key button to create an API key for your profile. You can generate multiple API keys and create customized labels for each one.