You have just created your Teamwork Desk site, so now it's time to get set up and start working!
We’re here to help you handle all of your customer emails in one shared collaborative space.
Effortlessly manage your customer inquiries from the moment they arrive to the moment they are solved with our all-in-one customer communication platform.
|◑ Updating your
|◑ Exploring the
|◑ Inviting your
|◑ Creating your
|◑ Setting up
Adding a profile photo along with your personal details will personalize your profile and help your team connect with you.
Click your profile avatar in the top right of your Teamwork Desk account and select View Profile from the dropdown menu.
Click the Edit Profile button in the top right of your profile to update your personal details.
Your profile details are grouped into three subsections: general, details, and preferences.
In the General section, you can update your profile photo as well as your first name, last name, and email address.
The Details section includes your job title, contact phone numbers, and time zone.
In the Preferences section, you will also be able to specify your time format preference, turn on two-factor authentication, enable web and push notifications, choose between HTML and Markdown formatting, and change your password.
Why not give it a try and upload a profile photo to make yourself recognizable to your team? Just click the Upload new photo button in the General section.
Next, let's take a look at your notification preferences so that you can receive updates for the items most relevant to you.
Select the Notifications tab at the top of your profile.
At the top of the Notifications area, you can choose whether to apply the same preferences across all of your inboxes, or set them individually per inbox.
For each individual notification option, you can receive alerts via email and/or mobile. Check the relevant box to the right of each notification type to enable the alerts.
Now that you've got your profile set up, let's explore the dashboard area. The dashboard is the default landing page for your site and can provide you with a quick overview of what's happening across your tickets and inboxes.
The Summary tab gives you a big-picture breakdown of tickets assigned to you and the inboxes you have access to, as well as tickets in Training Wheels and your company's happiness (if enabled for your site). 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.
In the Insights section, you'll get an overview of relevant information regarding tickets and your agents.
The volume and average response time is an interactive, visual representation of the amount of tickets, replies, and response time in a given time frame. Check out more on Teamwork Desk metrics by reading our help doc article here.
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Now that you have explored a few areas of your Teamwork Desk site, let's take a look at adding some agents so your team can start communicating with customers.
Head to the People section of your site and select the Agents subsection.
From here, you can then click the green Invite agents button in the top right.
From here you will be able to add your users to your Teamwork Desk site. Simply enter your each team member’s name and email address. Each time you fill out an agent's details, a new row will appear for another agent.
Use the agent type buttons to set whether each agent is full time or part time. You can also use the administrator toggle to give certain users administrator rights.
If you have a linked Teamwork account, you can also choose to add users from that site as agents in Teamwork Desk via the Select from Teamwork button.
When the Training Wheels feature is enabled for your site, clicking Next in the invite agents modal will allow you to set some of the invited agents to be in training and set the percentage of their tickets that should be reviewed. Administrators cannot be enrolled in Training Wheels.
The last step of the invite process is to select which inboxes the agent(s) should be granted access to.
Next, let's jump into creating your first inbox so you can start communicating with your customers.
Using inboxes, you can easily organize and manage your company's correspondences with customers.
To create your first inbox, click your profile icon in the top right of your site and select Settings from the dropdown menu.
In the settings area, head to the Inboxes subsection and click the Add Inbox button in the top right.
When adding an inbox, you will need to give it a name and set an inbox address.
When you click Create, the inbox will be added to your site and the modal will update to show you a list of the agents on your site. You can quickly grant access to the inbox to the relevant people by clicking each individual or using the Select all option.
Once you you select Save, you will then be brought to the forwarding setup screen, allowing you to forward emails from a mail client to your inbox. Any emails received to the chosen email address will appear in the new inbox you have created.
Using the copy icon to the right of the inbox address field, you can copy the address to your clipboard before adding it to your forwarding settings in your email provider.
Click the Need help? link in the forwarding modal to access additional support documentation for setting up email forwarding.
Once email forwarding is set up, any emails received to that email address will appear in the new inbox you created.
To read a more detailed breakdown of the forwarding steps, check out our mail client-specific help docs below:
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|Chapter ||Skill |
Configuring your user profile
✓ Upload a profile photo
✓ Customize your profile preferences
Updating your notification preferences
✓ Access your notification settings in your profile
✓ Adjust your notification preferences for email and mobile
Exploring the dashboard
✓ Star some inboxes
✓ View recent activity on tickets
✓ View your team's metrics and performance
Inviting your team to your site
✓ Invite some agents to your site
✓ Set some people as part-time agents
✓ Add some users from Teamwork as agents
Creating your ticket inboxes
✓ Create an inbox
✓ Add agents to the inbox
✓ Set up email forwarding
Next, why not explore our Teamwork Desk 2.0 guide and learn about the new features we introduced with the launch of the new Teamwork Desk interface!