Within Teamwork Desk, there are several integration options available with Teamwork.

Integration options within Teamwork Desk

Creating a task in Teamwork via a ticket 

You can create new tasks or subtasks in Teamwork via the Tasks tab of a ticket. You can also quickly add multiple tasks to a ticket at once. For each task you can:

  • Select an existing project and task list
  • Create a new project (or add one from a project template)
    • Note: The availability of the project template option will depend on your Teamwork subscription plan.
  • Create a new task list (or add one from a task list template)

This allows you to include:

  • Customer contact details
  • Customer's last message
  • Custom fields associated with the ticket
  • Attachments directly from the ticket

Viewing tickets with tasks attached

When viewing a list of tickets in an inbox, a checkmark will appear at the end of the ticket name if a task is attached. If the task is active, the checkmark  will be red. Once the task has been completed it will display green.

Searching for tickets with tasks attached

When using advanced search to locate tickets, you can use the advanced search filters to refine the results based on tickets that have either active or completed tasks attached.

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Logging time to Teamwork from a Desk ticket

With time tracking enabled in Teamwork Desk, you can log time to a ticket and to a Teamwork project (or task) simultaneously. These time entries can then be added to invoices in your Teamwork site. 

Viewing and editing tasks from within a Desk ticket

You can view and edit the details of a task attached to a ticket without having to switch to Teamwork. In the Tasks section of your ticket, clicking the task name will open the task quick view.

Reactivating tickets when a task is completed

Tickets that have an associated task will automatically be set to active when the task is completed. The ticket will return to the assigned user, allowing for any follow up that may be required.

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Integration options within Teamwork

Creating a ticket on a task in Teamwork

You can create a new Teamwork Desk ticket directly on a task within Teamwork.

This allows you to include:

  • Customer
  • Subject
  • Message
  • Ticket properties (inbox, priority, assignee, status, etc.)
Similarly to within Teamwork Desk itself, you can choose to create a ticket (without notifying the customer) or send a message to the customer.

Filtering task to only include tasks with Desk tickets attached

You can filter tasks in Teamwork to only ones associated with a Desk ticket. When this filter option is selected, only tasks that are currently associated with a ticket from Desk will be displayed.

Previewing and editing tickets attached to a task

Within Teamwork, you can preview and edit tickets that are associated with a task. Any task with an attached ticket will display the Teamwork Desk icon beside the task name. Hovering over the Desk icon will open a pop-up with the ticket details and a link directly to the ticket. Clicking the Desk icon will open a summary details quick view.

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Viewing a Desk ticket via a Teamwork email notification
When you attach a Desk ticket to a Teamwork task, any further task email notifications you receive from Teamwork will include a direct link to the ticket. Selecting the ticket link from the email will open it in a new window.

For more information, see: Creating a Task in a Ticket