Manage a Client's Teamwork Desk Tickets

⏳ In early release for some Teamwork.com accounts across all subscriptions.

What	View a client's associated Teamwork Desk tickets directly from the client's profile in Teamwork.com.
Why	Stay up to date on client communications without having to leave Teamwork.com. Gain insight into a client's contact history and access any shared files.
Who	Site admins (in the owner company) can access all individual client profiles (via Clients view) and view their associated tickets. Client owners can access individual client profiles they're the owner of and view their associated tickets. Standard users (in the owner company) have automatic view-only access to Clients view. Standard users with the profile permission: Can this user manage people and companies? (Allows users to view and edit clients’ data in Clients view.)
When	You're a client services company and need to manage client communications in real time as you work on their projects.

What	View a client's associated Teamwork Desk tickets directly from the client's profile in Teamwork.com.
Why	Stay up to date on client communications without having to leave Teamwork.com. Gain insight into a client's contact history and access any shared files.
Who	Site admins (in the owner company) can view the Clients view, create and manage all clients, and use the client Overview. Client owners can view the Clients area, manage their assigned clients, and use the client Overview (for those clients). Standard users (in the owner company) have automatic view-only access to Clients view. Standard users (in the owner company) with the profile permission: Can this user manage people and companies? (Allows users to view and edit clients’ data in Clients view.) Standard users (in clients or external companies) with the profile permission: Can this user manage people and companies? (Allows users to view and edit clients' data in Clients view.)
When	You're a client services company and need to manage client communications in real time as you work on their projects.

Before you start

The Tickets tab only is only shown if your Teamwork.com has an active associated Teamwork Desk site.

If you're not already an agent in Teamwork Desk, you'll need to reach out to a site admin for access.

View a client's tickets

Dive into the details on a client by client basis from the individual client view.

Select Clients from Teamwork.com's main navigation menu.
Search for and select a client.
Switch to the Tickets tab.

The client's tickets are displayed in a table with columns for ticket details such as subject, assigned agent, associated inbox, status, and priority.

Use the search field to locate tickets by customer, subject, inbox, or status.

Preview a ticket

Scroll to the relevant ticket.
Hover over the ticket's subject to preview the most recent reply.
Click Open in quick view in the popover to view the full thread. Alternatively, click the subject to open it.
Click Open in Desk to view the full ticket within your Teamwork Desk account.

Customize columns

Choose which columns to display in the client's Tickets view, and order them to best fit your needs.

Click the plus icon (+) on the header row's right.
Toggle on (or off) individual property columns from the dropdown menu.
Click and drag individual property columns within the dropdown to change the order.

💡 Click a column heading in the tickets list to sort by that property. Clicking again switches the sort from ascending to descending order.

Filter tickets

Refine the tickets being shown in the client's Tickets tab.

Select Clients from Teamwork.com's main navigation menu.
Search for and select a client.
Switch to the Tickets tab.
Click the Filter button in the view's top right.
Select the property you want to filter by (ex. priority — all options outlined in the table below).
Select the corresponding criteria you want to refine by (ex. low priority).
Repeat steps 5 and 6 to refine based on multiple criteria at once.

The tickets list updates to show only tickets matching the selected filter(s).

Filter property	Purpose
Last updated	View only tickets updated within a specific timeframe. Choose from a set of pre-defined timeframes (ex. anytime, yesterday, last month).
Inboxes	Refine based on tickets' associated inboxes.
Assignees	View tickets assigned to specific agents.
Tags	Refine based on tickets' attached tags.
Statuses	View tickets based on their current status (ex. active, waiting on customer).
Priorities	View tickets based on their priority level (ex. low, medium, high).

Filter property	Purpose
Last updated	View only tickets updated within a specific timeframe. Choose from a set of pre-defined timeframes (ex. anytime, yesterday, last month).
Inboxes	Refine based on tickets' associated inboxes.
Assignees	View tickets assigned to specific agents.
Tags	Refine based on tickets' attached tags.
Statuses	View tickets based on their current status (ex. active, waiting on customer).
Priorities	View tickets based on their priority level (ex. low, medium, high).

Manage active filters

When filters are active, a count is displayed on the Filter button.