Teamwork Desk has been designed to improve you and your team’s experience and bring a new level of clarity to your workday.

We also have some time-saving enhancements to improve your workflow.

Let's explore!
Getting Started with Teamwork Desk
◑  Starred Inboxes
◑  Home area
◑  People area 
◑  Intuitive ticket form
◑  Quick add menu
◑  Help Docs
◑  Collision Detection
◑  Tickets
◑  Tags

Starred inboxes

By starring individual inboxes, you can create a customized view grouping your most relevant inboxes and associated tickets together in one place.

Your starred inbox sits within the Inboxes subsection of the Tickets area and will appear once you have at least two inboxes created.

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Home area

The Home area gives you an overview of the inboxes, activity, and insights for your site.

In the Summary, you can see a big-picture breakdown of tickets assigned to you, the inboxes you're a part of, your company's happiness, and the list of inboxes you have access to. This is all geared towards giving you a better understanding of how you and your team are performing.

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You can easily customize your view and switch between grid and list view layouts for the Summary tab via the view buttons in the upper right corner.




Using the column settings icon in the top right of the inboxes list, you can customize which ticket statuses to show as columns. This can be done in both list and grid view.




The Activity tab shows all activity across your site, including ticket views, status changes, replies and more.

Insights has replaced the Metrics tab, and provides an overview of relevant information regarding tickets and your agents.


People area

Agents, customers, and companies can be managed in one central location in the People area.

The site-level People area gives you a quick access point to look up a customer or company and access their profile and ticket history. Site administrators can also manage agents via this area.

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Ticket form

Highlights of the new ticket form include:

  • While typing a name or email address in the Customer field, a list of matching existing customers will automatically populate. To double check you are selecting the right customer, just click the information icon on the right to open a preview of their profile!
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    • If the customer name/email does not exist as a customer on your site, you can add the customer details directly from the add ticket form. You can select the Add Customer option from the dropdown or click the email address once you have it typed. This will open the new customer modal where you can add the person's details.
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  • You can quickly create multiple similar tickets in quick succession! Retain your field selections for inbox, type, source, status, priority, assignee, and tags using the Send and create another option.

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  • Table support is also built into the ticket editor in Teamwork Desk, making it much easier for you to display information more clearly.

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  • Ticket priority can also be set via the new ticket form.
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Quick add menu

You can quickly add new items from anywhere in your site using the quick add menu.

The quick add menu (+) is located in the top tight of the main navigation bar, accessible at any time regardless of which part of the app you are using. Add new tickets, customers, smart inboxes, or companies, without having to leave your current work. 




Help Docs  

The Help Docs area of your site includes an overview landing page allowing you to view and manage your existing sites, as well as create new ones.

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The grid view layout displays your existing sites, both published and not published, and gives you a quick-glance breakdown of total articles versus published and draft articles.

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When you hover over an individual site card, select the three dots to access the quick options menu.




Highlights of the Help Docs area include:

  • Quick search - use the new quick search field to locate a specific site.
  • Clone site - you can duplicate your existing sites instead of having to start from scratch each time.
  • Tables - the Help Docs editor includes support for adding tables to your articles.
  • Unpublished status - leverage this article status to manage content you are working on but isn't quite ready to be published.
  • Preview - quickly preview articles without having to open the editor.

Centralized trigger management

The centralized trigger management view in the site settings gives you oversight of all triggers across your site. You can view, search, share, edit, and delete all inbox triggers all from this one location in your site settings.

For each trigger in the list, you will see the trigger name, the number of inboxes it is applied to, and whether it is active.




Enhanced collision detection

The ticket collision detection feature provides advanced visibility of agent interactions on tickets.

Note: Collision detection is available on the Starter plan and above.

Each agent's presence in a ticket is highlighted by the specific action they are currently taking, so will show you whether other agents are viewing, replying to, or adding a note to the ticket.




For each collision detection alert, you can hover over an individual agent's profile icon to see their name.




When you are viewing the list of tickets in a particular inbox, you can also hover over the agents' avatars to quickly see the exact action they are taking without having to open the ticket.

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Collision detection is also built in to the merge tickets modal. When attempting to merge tickets, you can see how many people are currently interacting with each of other tickets associated with the customer.



Note: Any drafts or replies currently being worked on in the selected ticket(s) will be lost when the tickets are merged.


Tickets

While viewing an individual ticket, you can interact with the associated customer's details without having to leave the ticket.

  • Click the customer's name to open a quick preview of their profile.
  • Use the page icon to the right of the customer's email address to copy their email address.

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You can also customize the ticket options sidebar to show the information most important to you. Reorder the panels in a way that works for you, or remove unnecessary panels, all in a few simple clicks!


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