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.
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.
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.
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.
