| What | Use Teamwork Desk and Teamwork.com
together to create and manage
linked tasks, tickets, time, and
related work across both
products. |
|---|---|
| Why |
|
| Who | Users working in Teamwork Desk and
Teamwork.com who need to connect
support conversations with project
work. |
| When | Use these integration options when
customer support work in Desk
needs to connect to projects,
tasks, or time tracking in
Teamwork.com. |
Options within Teamwork Desk
Link an inbox to Teamwork.com projects
You can link an inbox in Teamwork Desk to one
or multiple Teamwork.com projects.
Once linked, all tickets in the
inbox automatically populate in the project's
Tickets tab.
To sync tickets on
an individual basis, use
the Project field in
the ticket options
panel.
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.
- 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.
