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 inboxes view sits in the Tickets area — it only appears once you're a member of at least two inboxes.
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.
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.
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!
- 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.
- 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.
- Table support is also built
into
the
ticket editor in Teamwork
Desk, making
it much easier for you to
display
information more
clearly.
- Ticket priority can also be set via the
new ticket form.
The quick add menu
(+) is located in Teamwork Desk's main navigation menu. Add
new tickets, customers, custom views, or
companies,
without
having to leave your
current
work.
Help
Docs
The Help Docs area includes an overview landing
page
allowing you to view and
manage
your
existing sites, as well as
create
new
ones.
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.
When you hover over an
individual site card, select
the
three
dots to access the quick
options
menu.
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.
Each trigger card displays the trigger's name, the 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.
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.
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.
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!
For more information, see: Getting Started as an Administrator in Teamwork Desk