Effective management of ticketing

What are the best aspects of this product?

We use Teamwork Projects to manage all our projects and see to it that we satisfy the needs of our clients. However, we were faced the problem of customer support where clients would need our help whenever they encountered problems with the use of our applications. Luckily, we came across Teamwork Desk which is similar to the Teamwork projects. We were able to take care of the problem we had with customer support and it was just what we were looking for. The Teamwork Desk team is reliable and offers the best functionalities to streamline our customer support. We are able to communicate with our clients and developers such that, when a client raises a query, we are able to assign that query to a specific developer based on the type of issue at hand.

What aspects are problematic or could work better?

Despite it offering what we were looking for, it still requires some improvements especially when integrating or working together with our Teamwork projects. For the case of integration, it should be able to work hand in hand with what we already have in terms of complementing each other. For example, the ticket from customers should be able to merge with the task for our Teamwork Projects. This would help make things easier as we can manage the ticket together with the task under one platform. Also, it would be better if one was able to respond to an internal message or comment without sending the reply to the client, for the case of a private message via email.

What specific problems in your company were solved by this product?

Before we had the Teamwork Desk for our customer support, it was difficult to attend to the needs of our clients. Whenever they had an issue and wanted to communicate to our production developers, it was not possible to reach them as we had to hide their contacts. This meant that they would have to communicate directly to our admin staff who did not have the expertise to help solve their problems. Luckily, with this tool, we can manage ticketing with ease and assign tasks or those tickets to specific developers based on there are of expertise. After we assign them the tasks, the developers can directly contact or communicate with the client through the ticket and help them out accordingly.

Are you a current user of this product?

Yes