✔️ Available on all Teamwork.com accounts connected with a Teamwork Desk account.

What
View Teamwork Desk tickets associated with clients and projects directly 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.
  • View client communications on a per-project basis.
Who
  • Site admins and standard users (in the owner company) can view individual client profiles in Clients view, including a client's Tickets tab.
  • Standard users and collaborators (in the owner company) can view the Tickets section on projects they're a member of.
    🔑 A user must also be an active agent in Teamwork Desk in order to view linked tickets. They'll only see linked tickets associated with inboxes they're a member of.
When
You're a client services company and need to manage client communications in real time as you work on their projects.
What
View Teamwork Desk tickets associated with clients and projects directly 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.
  • View client communications on a per-project basis.
Who
  • Site admins and standard users (in the owner company) can view individual client profiles in Clients view, including a client's Tickets tab.
  • Standard users and collaborators (in the owner company) can view the Tickets section on projects they're a member of.
    🔑 A user must also be an active agent in Teamwork Desk in order to view linked tickets. They'll only see linked tickets associated with inboxes they're a member of.
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 site 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.
 
  1. Select Clients from Teamwork.com's main navigation menu. 
  2. Search for and select a client. 
  3. Switch to the Tickets tab.
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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.
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View tickets on a project

View tickets associated with a specific project in the project's Tickets section. 

  1. Click Jump to in Teamwork.com's main navigation menu.
  2. Search for and select a project.
  3. Switch to the project's Tickets tab.


The Tickets view displays:
  • Any tickets with one or multiple of the project's tasks attached.
  • Any tickets associated directly with the project. This can be done via the ticket's Ticket Options panel in Teamwork Desk.

Preview a ticket

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

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Customize columns

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

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

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💡 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 Tickets tab.

  1. Click the Filter button in the view's top right.
  2. Select the property you want to filter by (ex. priority — all options outlined in the table below).
  3. Select the corresponding criteria you want to refine by (ex. low priority).
  4. 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. 

  • Clear all current filters: Click the X on the Filter button to clear the current filter selection.
  • Clear a filter option: Click the Filter button, then select the X beside one of the selected filters.
  • Save: Click the Filter button, then click Save filter. 
  • Saved filters: Click the Filter button, then select Saved filters to view your saved filters.

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