Within Teamwork Desk, there are several
integration options available with
Teamwork.com.
Options
within Teamwork
Desk
Create a
Teamwork.com task from a
ticket
You can create new tasks
or subtasks in
Teamwork.com 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.com 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
View a ticket's
linked tasks
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.
Search for
tickets with linked tasks
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.
Log time to
Teamwork.com from a ticket
With time tracking enabled
in Teamwork
Desk, you can log time to a ticket and
to a Teamwork.com
project (or task) simultaneously. These time entries can
then be
added to invoices in your Teamwork.com
site.
View and edit tasks
from a ticket
You can view and edit the
details of a task attached to a
ticket without having to switch to
Teamwork.com. In the Tasks section of your
ticket, clicking the task name will open
the task quick view.
Reactivate tickets
when tasks are 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.
Options
within
Teamwork.com
Create a
Desk ticket from a
Teamwork.com task
You can create a
new Teamwork Desk
ticket directly
on a task within
Teamwork.com.
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.
Filter task
views to only include
tasks with Desk tickets
attached
You can filter tasks in Teamwork.com 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.
Preview and edit
linked tickets
Within Teamwork.com, 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.
View a Desk ticket from a
Teamwork.com email
notification
When you attach a Desk ticket to
a Teamwork.com task, any further
task
email notifications you receive
from Teamwork.com will include a
direct link to the ticket.
Selecting the ticket link from the
email will open it in a new
window.
