Home > Help Desk Software > Track-It > Track-It vs Teamwork Desk

Track-It vs Teamwork Desk

Last Updated: November 18th, 2024

Our analysts compared Track-It vs Teamwork Desk based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Track-It is a help desk software that assists organizations in managing and resolving IT issues. It provides a centralized platform for logging, tracking, and resolving incidents and service requests. The software is suitable for businesses of all sizes, particularly those with complex IT environments and a need for efficient issue management.

Key benefits of Track-It include improved issue resolution time, enhanced communication between IT support and users, and increased visibility into IT operations. Popular features include automated ticket routing, knowledge base management, and reporting and analytics. Compared to similar products, Track-It is known for its user-friendly interface, customization options, and scalability.

Pricing for Track-It varies depending on the number of users and support requirements. It is typically offered on a per-user, per-month basis.

Teamwork Desk is a Help Desk Software that helps teams streamline customer support operations. It offers a centralized platform for managing support tickets, tracking customer interactions, and automating workflows. The software is designed for businesses of all sizes, from startups to large enterprises, and is particularly well-suited for teams that prioritize collaboration and efficiency.

Teamwork Desk's key benefits include its user-friendly interface, customizable workflows, and robust reporting capabilities. It also offers integrations with popular third-party tools, such as CRM systems and project management software. Compared to similar products, Teamwork Desk is praised for its intuitive design, ease of use, and ability to scale with growing businesses.

Teamwork Desk's pricing is based on the number of agents and the level of support required. It offers a free plan for up to 5 agents, and paid plans starting from $29 per month per agent. The software is available on a monthly or annual subscription basis.

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Product Insights

Enhanced Efficiency: Streamline your support processes with automated ticketing, ticket routing, and customizable workflows.
Improved Customer Satisfaction: Provide prompt and effective support through multiple channels, ensuring customer satisfaction and loyalty.
Increased Productivity: Empower agents with a user-friendly interface, knowledge base access, and collaboration tools to resolve issues swiftly.
Cost Reduction: Optimize resource allocation and reduce operating expenses by automating routine tasks and improving first-call resolution rates.
Data-Driven Insights: Gain valuable insights into support trends, performance metrics, and customer feedback to make informed decisions and improve service delivery.
Scalability and Flexibility: Adapt to growing support demands and integrate seamlessly with your existing systems to ensure scalability and flexibility.
Improved Collaboration: Facilitate seamless collaboration between support teams, technicians, and customers, ensuring timely issue resolution.
Enhanced Security: Protect sensitive data with robust security measures, ensuring compliance and safeguarding customer information.
Mobile Accessibility: Empower agents with mobile access to the help desk, enabling remote support and efficient issue management.
Reduced Downtime: Minimize system downtime and ensure business continuity with proactive monitoring and automated alerts.

Clear Communication: Get everything required to resolve customer issues with confidence without worrying about logistics. Take time to focus on what matters: clients. Get advantage of features such as ticket management, automation, training wheels, priority tickets and more.
Guide Customers to Success:: Guide customers to the information they need, even when agents aren’t on duty. Empower clients with 24/7 self-service support through help docs and find solutions to questions without contacting the support team.
Faster Resolution: Resolve customer doubts quickly by managing tickets, organizing them by inbox, priority and type and ensuring they are in the right place. Merge tickets from the same client into one thread for more clarity and productivity.
Speed Up Support: Automate help desk workflows and give the team more time to be helpful and kind to customers. Assign tickets to appropriate agents, group tickets with smart inboxes and categorize them for quick access.

Help Desk and Ticketing: Boost customer satisfaction and resolution rates, keep workflows from falling through the cracks and reduce costs. Check and analyze the amount of IT work, time spent on workflows, priorities of open tickets and top issues impacting business.
HR and Facilities Management: Get access to tools such as Active Directory integration, a ticket timer, ticket templates, Service Level Agreements (SLAs), scheduled tickets, parent/child tickets, scheduled reports, automatic email to ticket conversion, escalations and notifications, skill routing and automatic prioritization.
Change Management: Eliminate financial loss and downtime from unapproved and unplanned changes. Use a system that efficiently tracks, requests, reviews and approves network changes through effective enforcement, review and approval automation.
Knowledge Management: Save money, efforts and time by building a database of answers and solutions with the help of lessons from previous help desk tickets.
Mobile App: Save time and improve team efficiency by adding and updating tickets while on the go.
Purchasing: Keep track of all IT-related purchases, including details such as items ordered, vendor-used equipment, part numbers, quantities, serial numbers, tax information and prices.
Self-Service: Allow customers to access the Self-Service Web Portal to submit new requests, check the status of previously submitted tickets, look for solutions to repeated problems, access asset information and reset passwords.
REST Web Service APIs: Integrate custom applications, intranet pages and other software systems with the product’s Web APIs.
Compliance Management: Import a SCAP template to the endpoint, create compliance rules and automate remediation. Manage power usage and devices, normalize software catalog, secure inventory and prepare for audits.
IT Asset Management Software: Discover endpoints with all IP addresses, manage assets and financial values, keep a check on detailed software and hardware inventory, connect and manage devices remotely, put software and patches immediately and automate critical tasks along with operational guidelines.
Patch Management: Ensure that endpoints are protected from threats and distribute patches to help enforce security policies through a centralized patch deployment tool for operating applications and systems.
Remote Management: Boost customer satisfaction by providing agents access to help desk software from anywhere with a single click so that they can offer world-class customer support regardless of their location and device availability.
Software Deployment: Deploy operating systems and software to new or existing platforms within the network. Release technicians for other tasks and help them perform efficiently and effectively.
Software License Management: Customize the software titles for tracking along with files or applications that make up software license titles. Specify the number of licenses the organization owns for each application and check how many systems on the network have each software title installed.
Dashboards and Analytics: Make report automation easy with robust dashboard reporting software and get an instant view of essential performance indicators.
Scheduled Email Reports: Optimize asset management and help desk operations by monitoring key metrics and scheduling email reports through an automated reporting process.

Measure Team Metrics: Keep an eye on team KPIs to know where customers are delighted and what areas need improvement. Measure an agent’s performance and keep customer satisfaction at priority by tracking real-time information.
Ticket Management: Track, organize and manage customer communication by converting emails into tickets. Assign tickets to the right agent for faster resolution and accountability. Update support requests with statuses such as active, solved or waiting on customers to offer more visibility. Add a priority level to tickets to communicate the urgency.
Collision Detection: Alert the team when another agent is replying or viewing the same ticket to avoid the chances of any communication mishaps.
Internal Notes: Add notes while discussing a ticket or context or flagging information that only the team can see.
Canned Responses: Reply to common queries with pre-populated responses and keep customer support consistent and quick.
Training Wheels: Build knowledge and confidence by empowering agents to learn and ensuring that customers continuously get high-quality responses.
Business Hours: Track agent response time by mapping the company’s business hours to the product. Get insight into how agents perform by reporting their response metrics during operating hours.
Integrations: Connect the help desk system with Teamwork to streamline workflow and reduce the time spent on repetitive tasks. Link it with Delighted to generate CSAT, NPS, CES and rating surveys and gather actionable feedback from customers.
Reporting and Analytics: Get instant customer feedback on their experiences with agents and make sure they are happy by sending automated surveys. Drill down to see how responsive, efficient and helpful agents are and how they can get better. Check key performance indicators such as handle time, first response time and the number of replies to resolve to understand valuable strategies.
Knowledgebase: Empower customers to get all the information they need without contacting an agent through help doc articles. Understand how customers are interacting with the content by viewing insights on top performing articles, average duration on site, answers found and more.

Product Ranking

#31

among all
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#81

among all
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Analyst Rating Summary

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User Sentiment Summary

78%

of users recommend this product

Track-It has a 'good' User Satisfaction Rating of 78% when considering 304 user reviews from 5 recognized software review sites.

88%

of users recommend this product

Teamwork Desk has a 'great' User Satisfaction Rating of 88% when considering 343 user reviews from 4 recognized software review sites.

4.0 (60)

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3.6 (85)

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4.07 (71)

4.4 (135)

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Awards

Synopsis of User Ratings and Reviews

Intuitive Interface: User-friendly dashboard and customizable workflows streamline ticket management, making it easy to track and resolve issues.

Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on complex issues.

Robust Reporting: Provides comprehensive reports and analytics that help IT teams identify trends, measure performance, and make data-driven decisions.

Extensive Integrations: Integrates with various business systems, including CRM, ERP, and monitoring tools, for seamless information exchange.

Knowledge Base Management: Allows users to create and share a centralized knowledge base, reducing ticket volume and improving self-service capabilities.

Streamlined Interface: Teamwork Desk's intuitive and user-friendly interface makes it easy for support teams to quickly navigate and resolve customer issues.

Robust Ticketing System: With customizable ticket fields, automatic ticket assignment, and priority levels, Teamwork Desk helps teams manage and track customer inquiries efficiently.

Integrated Knowledge Base: The built-in knowledge base allows teams to create and share self-service articles, empowering customers to find solutions independently.

Collaboration Tools: Teamwork Desk fosters collaboration among support agents with features like internal notes, shared inboxes, and real-time chat, ensuring seamless teamwork.

Customizable Workflows: The software's flexible workflows allow teams to automate repetitive tasks, such as ticket routing and notifications, streamlining support processes.

Complex Interface: Track-It's interface is often criticized for being cluttered and difficult to navigate, leading to a steep learning curve and reduced productivity.

Limited Customization: While Track-It offers some customization options, users often find them insufficient for tailoring the software to their specific needs.

Lack of Automation: Track-It's automation capabilities are limited, requiring manual intervention for many tasks, which can increase workload and reduce efficiency.

Insufficient Reporting: Track-It's reporting features are often considered basic and lack the depth and flexibility needed for comprehensive data analysis.

Integration Challenges: Integrating Track-It with other systems can be complex and time-consuming, hindering collaboration and data sharing.

Limited Customization Options: Users have reported difficulty tailoring the software to their specific needs, limiting its functionality for certain workflows.

Complex User Interface: The platform's interface has been described as cluttered and overwhelming, making it challenging for users to navigate efficiently.

Slow Response Times: Users have experienced delays in loading screens and performing actions within the software, impacting productivity.

Insufficient Reporting Capabilities: The software lacks robust reporting features, making it difficult for users to generate comprehensive insights into their support operations.

Limited Third-Party Integrations: Teamwork Desk's limited integration options with other business tools can hinder seamless workflows and data sharing.

Track-It is a user-friendly and customizable help desk software that simplifies ticket management and streamlines IT processes. Its strengths lie in its intuitive interface, robust automation capabilities, and comprehensive reporting suite. These features enable users to quickly resolve incidents, track progress, and identify areas for improvement. Compared to similar products, Track-It stands out with its customizable workflows that adapt to specific business needs, reducing manual tasks and improving efficiency. However, some users have reported occasional performance issues, particularly in large-scale environments. Additionally, the reporting functionality, while comprehensive, may require additional customization to meet specific requirements. Despite these drawbacks, Track-It remains a highly recommended solution for businesses seeking a feature-rich and scalable help desk software. Its strengths in incident management, automation, and reporting make it an ideal choice for organizations looking to streamline their IT operations and improve customer satisfaction.

Teamwork Desk is a highly rated Help Desk Software solution that users praise for its ease of use, intuitive interface, and robust features. It's a favorite among small businesses due to its affordability and scalability. Users also appreciate its ability to integrate seamlessly with other Teamwork products, creating a cohesive workflow. One of Teamwork Desk's key strengths is its ticketing system, which allows users to track and manage customer inquiries efficiently. It offers customizable fields, automated workflows, and reporting capabilities, providing a comprehensive view of customer interactions. Additionally, its knowledge base feature empowers teams to create and share self-help resources, reducing the burden on support agents. Compared to competitors like Zendesk and Freshdesk, Teamwork Desk stands out with its user-friendly design and intuitive navigation. Its pricing is also more budget-friendly for startups and small businesses. However, some users have reported occasional glitches and limited customization options compared to more established solutions. Overall, Teamwork Desk is an excellent choice for businesses seeking a user-friendly and affordable Help Desk Software solution. Its intuitive interface, robust ticketing system, and seamless integration with other Teamwork products make it an ideal fit for small businesses and teams looking to streamline their customer support operations.

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FAQ

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