Welcome to Teamwork Desk 2.0 - the refreshed new user interface geared towards enhancing your workflow and productivity. 

Teamwork Desk 2.0 is the cleaner, more modern user interface for Teamwork Desk that was designed to improve you and your team’s experience and bring a new level of clarity to your workday.

While working on the design refresh, we also added some time-saving enhancements to improve your workflow.

Let's explore!
What's New with Teamwork Desk 2.0
◑  Starred Inboxes
◑  Enhanced Dashboard
◑  New People area 
◑  More intuitive ticket form
◑  Quick add menu
◑  Improved Help Docs area
◑  Enhanced Collision Detection
◑  Tickets
◑  Tags



Starred inboxes

For agents already familiar with Teamwork Desk, a notable change comes in the form of starred inboxes, replacing the unified inbox.

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By starring individual inboxes, you can create a customized view grouping your most relevant inboxes and associated tickets together in one place.


Enhanced Dashboard

The enhanced Dashboard area includes all of the same functionality as the previous version along with some useful additions.

You now have a redesigned summary tab giving you a big-picture breakdown of tickets assigned to you, the inboxes you're a part of, your company's happiness, and the list of inboxes you have access to. This is all geared towards giving you a better understanding of how you and your team are performing.

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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.

Insights has replaced the Metrics tab, and provides an overview of relevant information regarding tickets and your agents.


People area

With Teamwork Desk 2.0, you can now manage your agents, customers, and companies in one central location.

The site-level People area gives you a quick access point to look up a customer or company and access their profile and ticket history.

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Users of your site are now referenced as agents throughout the app. Agent management has been moved out of the site settings to this new People area.

In the Agents list, hovering over an individual will reveal some additional options. The edit pencil will bring you directly to the agent's profile, while the settings cog gives you quick access to the agent's type and administrator permissions without having to leave the People area.


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If the Training Wheels feature is enabled for your site, you will also be able to set training preferences in this dropdown.

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Ticket form

The new ticket form has also received an uplift with some enhancements that will make ticket creation even easier.

  • The customer name and email fields have been combined to reduce unnecessary manual input and increase the ease of searching for existing customers.
    • While typing a name or email address, a list of matching existing customers will automatically populate. To double check you are selecting the right customer, just click the information icon on the right to open a preview of their profile!
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    • If the customer name/email does not exist as a customer on your site, you can add the customer details directly from the add ticket form. You can select the Add Customer option from the dropdown or click the email address once you have it typed. This will open the new customer modal where you can add the person's details.
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  • It's now even easier to create multiple similar tickets in quick succession! Retain your field selections for inbox, type, source, status, priority, assignee, and tags using the Send and create another option.

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  • Table support has been built into the ticket editor in Teamwork Desk 2.0 making it much easier for you to display information more clearly.

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  • Ticket priority has been introduced to the new ticket form.
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Quick add menu

One of the biggest timesavers introduced in Teamwork Desk 2.0 is the quick add menu. You can now create new items from anywhere in your site in a couple of clicks.



The quick add menu (+) is located in the top tight of the main navigation bar, accessible at any time regardless of which part of the app you are using. Add new tickets, customers, smart inboxes, or companies, without having to leave your current work. 


Help Docs  

The Help Docs area of your site has a brand new overview landing page allowing you to view and manage your existing sites, as well as create new ones.




The grid view layout displays your existing sites, both published and not published, and gives you a quick-glance breakdown of total articles versus published and draft articles.

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When you hover over an individual site card, select the three dots to access the quick options menu.




Improvements to Help Docs include:

  • Quick search - use the new quick search field to locate a specific site.
  • Clone site - you can now duplicate your existing sites instead of having to start from scratch each time.
  • Tables - the Help Docs editor now includes support for adding tables to your articles.
  • Unpublished status - leverage this new article status to manage content you are working on but isn't quite ready to be published.
  • Preview - quickly preview articles without having to open the editor.

Centralized Trigger Management

A new centralized trigger management view has also been introduced, giving you oversight of all triggers across your site. You can view, search, share, edit, and delete all inbox triggers all from this one location in your site settings.

For each trigger in the list, you will see the trigger name, the number of inboxes it is applied to, and whether it is active.




Enhanced Collision Detection

The ticket collision detection feature now provides even more visibility over agent interactions on tickets.

Each agent's presence in a ticket is highlighted by the specific action they are currently taking, so will show you whether other agents are viewing, replying to, or adding a note to the ticket.




For each collision detection alert, you can hover over an individual agent's profile icon to see their name.




When you are viewing the list of tickets in a particular inbox, you can also hover over the agents' avatars to quickly see the exact action they are taking without having to open the ticket.





Collision detection has also been built in to the merge tickets modal. When attempting to merge tickets, you can now see how many people are currently interacting with each of other tickets associated with the customer.



Note: Any drafts or replies currently being worked on in the selected ticket(s) will be lost when the tickets are merged.


Tickets

While viewing an individual ticket, you can interact with the associated customer's details without having to leave the ticket.

  • Click the customer's name to open a quick preview of their profile.
  • Use the page icon to the right of the customer's email address to copy their email address.

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You can now also customize the ticket options sidebar to show the information most important to you. Reorder the panels in a way that works for you, or remove unnecessary panels, all in a few simple clicks!


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Tags

Using tags is a brighter experience in Teamwork Desk 2.0! You can now assign a color when creating a new tag on a ticket.

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You can find out more about our reasons for building Teamwork Desk 2.0 here.