⏳ In early release for all Teamwork Desk accounts

Before you start

This page relates to a redesign of the core navigation experience in Teamwork Desk which is currently in early release for all Teamwork Desk accounts.

📝 Existing Teamwork Desk accounts pre-dating this update can switch between the new design and classic view during the release process. See the Switch between versions section at the end of this page.

Navigation menu

Teamwork Desk's main navigation menu is pinned to the left side of your site.

You can quickly show and hide it from the bottom of the menu. Click the > icon to open it, or click < to collapse it.

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Tickets

The Tickets area (aka the central hub where you can view and manage tickets across your inboxes). The navigation experience in this area has been redesigned to bring what's most important to the forefront.

💡 Notable changes

  • Navigation: The status groups ("Active," "Waiting on Customer," etc.) previously nested under each inbox / subsection in the Tickets area's left navigation have moved to a secondary horizontal navigation.
    • This has been introduced for the following subsections: Starred Inboxes, My Tickets, Custom Views (aka smart inboxes), Individual inboxes, and Training Wheels.
    • When you click one of these headings, the list view updates to show the corresponding tickets, grouped into tabs based on their current status (ex. New (active), Solved, Closed, custom statuses, etc.).
  • Custom Views: Formerly known as smart inboxes, this is where you can create custom ticket views filtering in only tickets you want to see.

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Quick add

Create any of the following items from anywhere on your site using the quick add menu:

  • Ticket
  • Customer
  • Custom view
  • Company
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Home

The Home area provides a dashboard view detailing site activity and insights, as well as your inboxes.

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Search

Search for tickets, customers, companies, or help docs. Click the magnifying glass to open the search slide out panel.

Use the item picker to refine your search based on item (tickets, customers, companies, or help docs).

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Help Docs

Manage all of your Help Docs sites and associated articles.

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Reports

✔  Available on Premium and Enterprise subscriptions

Explore insights and metrics for tickets, activity, happiness, and help docs.

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People

View agents, customers, and companies in the People area. Depending on your role permissions, you might also have the ability to manage agents from this view.

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Notifications

Keep up to date with all things relating to your tickets, such as replies, notes, and happiness ratings.

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Deck

Access your bookmarked tickets from the ticket deck.

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Other apps

Quickly switch to another Teamwork product.

Only apps currently turned on for your Teamwork site are listed. You also need to be an activated user for the relevant product in order to log in.

Site administrators have an additional option to manage apps where they can manage the activation of each product.


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Help

Access additional product help & support.
 
Help & support
View Teamwork Desk's support pages.
Send us feedback
Share feedback with us about your Teamwork Desk experience.
Desk integrations
View Teamwork Desk's supported integrations.
Help & support
View Teamwork Desk's support pages.
Send us feedback
Share feedback with us about your Teamwork Desk experience.
Desk integrations
View Teamwork Desk's supported integrations.

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Profile

Click your profile image to access your profile menu.

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🔑 Some options such as Subscription and Settings are only accessible to site administrators.

View profile
View your profile and update your personal details.
My tickets
View your assigned tickets in the dedicated My tickets view in the Tickets area.
What's new?
View a timeline of recent Teamwork Desk product updates. A badge count is displayed when a new update is added.
Subscription
View and manage your site's Teamwork Desk subscription.
Refer Teamwork
Access your referral program history.
Settings
View and manage Teamwork Desk site settings.
Log out
Log out of your current session.
View profile
View your profile and update your personal details.
My tickets
View your assigned tickets in the dedicated My tickets view in the Tickets area.
What's new?
View a timeline of recent Teamwork Desk product updates. A badge count is displayed when a new update is added.
Subscription
View and manage your site's Teamwork Desk subscription.
Refer Teamwork
Access your referral program history.
Settings
View and manage Teamwork Desk site settings.
Log Out
Log out of your current session.

Teamwork Chat

Use Teamwork Chat directly within Teamwork Desk by turning on Embedded Chat in your Teamwork Chat integration settings.

Clicking the Chat icon opens a pop-up window listing your conversations and channels.
 

Switch between versions

Accounts using the classic Teamwork Desk interface can toggle between it and the new enhanced interface during the release process.

  1. Select Try New Desk from Teamwork Desk's main navigation menu.
  2. Click Try Now in the pop-up.



Your account automatically refreshes to display the new Teamwork Desk interface.

If you want to return to Classic Desk, you can do so via your profile menu.

  1. Select your profile image from the bottom of Teamwork Desk's left navigation menu.
  2. Click Switch to Classic Desk.
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