⏳ 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.
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.
Quick add
Create any of the following items
from anywhere on your
site using the quick add
menu:
- Ticket
- Customer
- Custom view
- Company
Home
The Home area
provides a dashboard view detailing
site activity
and insights, as well as your
inboxes.
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).
Help Docs
Manage all of your Help
Docs sites and
associated articles.
Reports
✔
Available on Premium and Enterprise
subscriptions
Explore insights and
metrics for tickets,
activity, happiness, and help
docs.
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.
Notifications
Keep up to
date with all
things relating
to your tickets, such as replies,
notes,
and happiness ratings.
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.
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. |
Profile
Click your profile image to
access your
profile menu.
🔑 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.
- Select Try New
Desk from Teamwork Desk's
main navigation menu.
- 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.
- Select your profile image from the
bottom of Teamwork Desk's left
navigation menu.
- Click Switch to Classic Desk.
