Teamwork Desk review
Bottom line
Teamwork Desk is a client support help desk that moves requests directly into Teamwork.com projects, time tracking, and billing. Its clearest strength is that a ticket can become a task with time and budget attached without re-entry. The main cost to watch is per-user pricing starting at $10.50 with no free plan, and the native task sync is built around Teamwork.com. Agencies and service firms that already run client projects in Teamwork.com should pick it.
What is Teamwork Desk?
Teamwork Desk is a help desk for client support, built by Teamwork.com for agencies, consultants, and service firms that bill for their work. It addresses a common problem: client emails pile up in a shared inbox, requests get lost, and the work that resolves them never reaches the project team as billable time. Desk converts each incoming client email into a ticket so every request is logged and tracked.
Day to day, Desk syncs with an existing email inbox and can organize messages into inboxes for each client or into shared team inboxes. Automations sort, prioritize, and escalate requests, and custom views show agents the tickets that matter most to them. Clients get a customized portal where they submit and track requests, and admins can set mandatory fields so fewer follow-up emails are needed. When a request becomes real work, an agent can create a task directly from the ticket, and that task syncs to Teamwork.com. Time logged against a ticket updates project budgets and retainers.
Agencies and service businesses use Desk to run support queues, and the vendor lists freelancers, small businesses, mid-size businesses, and enterprises among its typical customers. Pricing starts at $10.50 per user per month, and a 30-day free trial is available without a credit card. There is no free plan.
What sets Desk apart is that a support ticket does not end at support. The product is designed to carry a request into project management, time tracking, and billing in Teamwork.com. Reports track time spent on tickets, agent and company-level metrics, and customer happiness, and Help Docs and Training Wheels are offered to onboard new agents. The service is hosted on Amazon Web Services in the US and EU, and the company holds ISO/IEC 27001:2022 and SOC 2 Type 2 certifications.
Who it's for
- Agencies handling client support requests
- Service firms that bill for support time
- Teams already running projects in Teamwork.com
Who should look elsewhere
- Teams that need a free help desk
- Businesses wanting a support tool with no link to project delivery
Typical uses
- Turning client emails into tracked tickets
- Converting support requests into billable project tasks
- Giving clients a portal to submit and track requests
- Setting different support levels for each client
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Teamwork Desk alternatives and comparisons
Teamwork Desk is the only help desk product we list so far. Browse the category as more are added.