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Qui utilise Teamwork Desk ?
Les entreprises qui ont besoin d'un logiciel de support qui permet de nouer de meilleures relations.
Description de Teamwork Desk
Riche en fonctionnalités, Teamwork Desk vous aide à gérer votre communication entrante et chaque cas d'assistance, depuis sa création jusqu'à sa résolution, tout en restant invisible aux clients. Desk est un centre de support complet pour la communication entrante et la création de documents d'aide qui vous permet d'être opérationnel 24h/24 et 7j/7. Mesurez ce qui compte : la satisfaction de votre client, la productivité de votre équipe et vos canaux de trafic. Intégration fluide avec Teamwork Projects et les outils que vous connaissez et aimez déjà.
Informations sur Teamwork Desk
Teamwork.com
https://www.teamwork.com/
Fondé en 2007
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Version gratuite
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Déploiement et prise en charge de Teamwork Desk
Ressources d'aide
- Service client/e-mail
- FAQ/forums
- Base de connaissances
- Support téléphonique
- Service de support 24/7 (réponse directe)
- Chat
Déploiement
- Cloud, SaaS, web
- Mac (ordinateur)
- Windows (ordinateur)
- Linux (ordinateur)
- Android (mobile)
- iPhone (mobile)
- iPad (mobile)
Formation
- Formation en ligne en direct
- Webinaires
- Documentation
- Vidéos
Teamwork Desk - Fonctionnalités
Logiciels helpdesk
- API
- Accès et contrôle à distance
- Alertes et remontée des problèmes
- Alertes/Notifications
- Base de données de clients
- CRM
- Champs personnalisables
- Chat en temps réel
- Chat et messagerie
- Communication multicanal
- Configuration des workflows
- Contrôles/Permissions d'accès
- Définition des priorités
- Enquêtes et feedback
- Formulaires personnalisables
- Gestion de l'assistance téléphonique
- Gestion de la base de connaissances
- Gestion des accords de service
- Gestion des billets
- Gestion des centres d'appel
- Gestion des commentaires
- Gestion des e-mails
- Gestion des flux de travail
- Gestion des ressources informatiques
- Gestion des tickets de support
- Historique des clients
- Importation et exportation de données
- Intégration des médias sociaux
- Intégrations de tiers
- Macros et réponses types
- Messagerie instantanée
- Mesure des performances
- Modèles d'e-mails
- Modèles personnalisables
- Monitoring
- Monitoring réseau
- Notifications en temps réel
- Portail client
- Portail libre-service
- Rapports et analyses
- Rapports et statistiques
- Rapports personnalisables
- Routage automatisé
- Stockage de documents
- Stratégie de marque personnalisable
- Suivi des activités
- Suivi des interactions
- Suivi des tickets d'assistance
- Tableau de bord d'activités
Teamwork Desk - Alternatives
Plus d'alternatives à Teamwork Desk
Avis sur Teamwork Desk
Lire tous les avisNote globale
Note moyenne
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Écrivez votre avis !
Lisa M.
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 20/10/2020
"Necessary when using Teamwork Projects"
Commentaires: The transition to using this tool for our team was seamless. We needed a way to centralize all client communication out of our inboxes so our entire team could see, in a way that was easy for our clients.
Avantages: We love the ability to link tickets with tasks, and create new tasks when new incoming tickets. We also love that you can see when someone else views a ticket, and that the system shows you if someone is already working on a response to a ticket.
Inconvénients: Not a con so much as a lack of a feature: we wish our team could work on the same draft email together at the same time, similar to Google Docs.
Réponse de l'éditeur
envoyé par Teamwork.com le 29/01/2021
Hi Lisa,
Thanks for an amazing review of Teamwork. A 10/10 score is a big win for us!
We appreciate your feedback on the draft emails and I will forward this request to the team.
Have a great day,
Karen at Teamwork
- Provenance de l'utilisateur
- Publié le 20/10/2020
Debbie M.
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Support clientSans note
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 20/10/2020
"Great tie-in to Teamwork Project Management"
Commentaires: Overall it's been effective and easy to use.
Avantages: The ease of assignment to team members and the ability to create tasks in Teamwork (Project Management) directly from the ticket (email) are my top two features. Spam control is ok but could use some work - emails that are obviously spam make it into the mailbox but mostly can be control with the whitelist/blacklist control setting. The ability to add notes and notify a team member is also great and can be done without assigning the ticket to someone.
Inconvénients: Does not always bring in forwarded messages from clients. I've had to have them forward to my Gmail account in order to get it. It would also be nice to be able to add all team members up to a certain number with our package instead of paying per person.
Réponse de l'éditeur
envoyé par Teamwork.com le 29/01/2021
Hi Debbie,
Thanks for your review of Teamwork Desk! We really appreciate the positive feedback.
Please don't hesitate to contact us on [email protected] if you require assistance with this messaging issue
Many thanks
Karen at Teamwork
- Provenance de l'utilisateur
- Publié le 20/10/2020
Sarah D.
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- Provenance de l'utilisateur
- Publié le 31/03/2017
"Its pretty good..... but needs more features!"
Commentaires: * Could use a more customizable Gantt chart options (not show weekends, calculate hours of a project by working hours in a day) * There is a security flaw on the mobile app that allows my client to see internal private messages not intended for him to see, from his notification bar on his iPhone. TW claims this is not possible, but it keeps happening. * Would like to be able to embed text into a new task to encourage people who open a new task to fill out all the required fields. This was any time they create the new task its there. * The tagging system should be project specific.
Avantages: its relatively easy to use
Inconvénients: Mobile app is slow and hard to navigate
Réponse de l'éditeur
envoyé par Teamwork.com le 21/04/2017
Hi Sarah,
Thanks so much for the great review. It looks like you're talking about Teamwork Projects instead of Teamwork Desk but that's ok :). We really appreciate you taking the time to give us your feedback. We're delighted to hear that you've had a positive experience with the product.
I've passed on your feedback to the team for their consideration.
Can you double check the permissions on your external clients and ensure they do not have access to messages or projects which you don't want them to see. You can do this from the People section in your menu tab. If your still seeing problems can you send us an example to [email protected] and we'll look into it right away.
Tags are customizable so that they will benefit all of our users. You can use priorities for more specific needs. Hope this helps. If you have more suggestions on how we can improve this, we'd love to hear it just shoot us a message to [email protected]
Best regards,
Therese
- Provenance de l'utilisateur
- Publié le 31/03/2017
Lester D.
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- Provenance de l'utilisateur
- Publié le 13/10/2020
"A clean and easy to use system that is easy to climb into and very quickly get cozy"
Commentaires: It has been a real pleasure to use this platform to ticket management. It has really helped us to stay on top of things and handle tickets effectively as a team.
Avantages: It is very simple to get used to. The interface is clean and simple and it is not layered with too many dashboards that would make it intimidating to use.
Inconvénients: Variables can only be inserted from canned responses. It would be nice if we could add variables into our tickets as we type them, perhaps with a keyboard shortcut.
Réponse de l'éditeur
envoyé par Teamwork.com le 01/02/2021
Hi Lester,
We really appreciate your feedback! Our design team will be delighted that you are enjoying Teamwork's interface.
I've submitted your feature request to the product team - they like a challenge!
Have a nice day,
Karen at Teamwork
- Provenance de l'utilisateur
- Publié le 13/10/2020
Charles R.
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 13/10/2020
"Teamwork at SSI"
Commentaires: Ticket Management and Project Management -- SSI uses the Project Management every day we switched from BaseCamp which had very good Project Management we have found Teamwork to equal or surpass Basecamp in this aspect -- but switched for the Ticket Management -- We previously had NO Ticket Management -- As a growing Company with 200+ Customers we had to Automate Ticket management to provide the level of support required by Customers
Avantages: SSI uses the Project Management every day -- but switched for the Ticket Management -- We previously had NO Ticket Management -- As a growing Company with 200+ Customers we had to Automate Ticket management to provide the level of support required by Customers
Inconvénients: at this time I do not have any negative or issues
Réponse de l'éditeur
envoyé par Teamwork.com le 01/02/2021
Hi Charles,
Thanks for your review of Teamwork Desk. We are delighted you are enjoying our product!
Stay in touch with us at [email protected], if you ever have any issues or need to submit a feature request.
Kind regards,
Karen at Teamwork
- Provenance de l'utilisateur
- Publié le 13/10/2020
