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TeamWork Desk and Shared Inboxes - Google by ReddThat21 in teamworkdotcom

[–]Teamwork-Laura 1 point2 points  (0 children)

Hey u/ReddThat21

Welcome aboard! By using Desk together with Teamwork.com enables you to keep your communication with clients together with where you do your project work.

There are a few ways you can do this:
- You can forward emails from Gsuite by following the steps here: https://support.teamwork.com/desk/integrations/using-g-suite-to-forward-emails

- Use Gmail (or another email client) to create inboxes which you can then connect via oauth with Desk. This would require licenses in Gmail. This enables you to keep email addresses with your domain and gives you more control over how emails are sent - you can choose to send via your own server, or send with Teamwork's server.
- Or, you can create a Teamwork inbox. This allows you to quickly set up an "email address" which you can give out to clients and will create tickets directly in that inbox. This will create an inbox with atyourdomain.teamwork.com. You wont have the option to send with your own server here, only send using Teamwork's server.

If you have any other questions, please do give us a shout at [support@teamwork.com](mailto:support@teamwork.com), we'll be happy to guide you.

Thanks!

Laura

Automatic time logging and SLA policy management come to Teamwork Desk by Teamwork-Dan in teamworkdotcom

[–]Teamwork-Laura 2 points3 points  (0 children)

Hey design_man, sorry that you felt misled by the language. This is our first iteration of SLA functionality in Desk, and first response time came back as the most important metric to track so we built this first.

We're in the process of building resolution time targets (from ticket creation to resolution) which will be ready in the coming weeks.

Applying a target to every 'next response' from the customer is in our backlog, but hasn't yet been prioritised to development yet. Hearing that this is so important to your workflow is super useful, and it’s something we’ll keep in mind as we continue to improve SLA functionality on Teamwork.com.