Teamwork Desk is a ticketing system, in which a department can manage requests or inquiries from "customers" (e.g. students, employees, community members). Features include assigning tickets to agents, prioritizing, assigning a status, adding internal notes, sending replies to the customer and canned responses to common questions.

Teamwork Desk is in use by Help Desk, ASK (Student Services), HR and many other departments. Each Inbox is associated with an email address (e.g. helpdesk@cca.edu, hr@cca.edu). "Agents" (staff) are given access to view specific inboxes depending on their role, and ONLY have access to view tickets within their assigned inbox(es).

Teamwork Desk Agent Licenses

Teamwork Desk has 2 levels of agent licenses available - Full-Time Agent and Part-Time Agent.

Full-Time Agent: This is a paid license, and we have a limited number of these licenses, generally reserved for departments with which we already have an agreement in place. A Full-Time Agent can send an unlimited number of replies to customers.

Part-Time Agent: These licenses are free and unlimited, and grants all of the same access as a Full-Time Agent with one exception - a Part-Time Agent can only send 10 replies to customers per month. A Part-Time can view all tickets (within assigned inboxes), add unlimited Notes (internal communication on a ticket).

Help Desk reserves the right to assign Full-Time and Part-Time licenses based on need and usage. We periodically review usage and may change status as needed.

To request an agent license, your manager or someone who manages an established inbox must make the request on your behalf to the Help Desk at helpdesk@cca.edu. Access requests will be reviewed and approved by the Help Desk, along with a determination of the most appropriate level of license.

Getting Started with Teamwork Desk

Once you have been added to a Teamwork Desk inbox, you can login using your CCA username and password here: https://projects.cca.edu/desk. You will only be able to view tickets in Inboxes to which you've been added.

The Teamwork Desk knowledge base is a great place to learn how to use the basic features and manage tickets. If you are being added to an established inbox, work with someone who manages that inbox to learn the specific protocols for that inbox, as it may vary.

If you are requesting a new Inbox that does not yet exist, please indicate such in a Help Desk ticket and we can provide a demo and consultation. Please note that due to limited licenses, we may not be able to accommodate all requests for new inboxes and agents.

Inbox Administrators

An Inbox Admin can be designated for each inbox, which gives access to manage most aspects of that inbox for your department.

To manage an inbox, click on your profile avatar in the lower left corner of Teamwork Desk, then choose Settings.

These articles are good resources for options in configuring your inbox:

• Editing an Inbox
• Manage Auto Replies
• Manage Canned Responses
• Manage Triggers

As an Inbox Admin, you can also add other agents to inboxes you manage (Inbox Permissions). The user must first be assigned a Teamwork Desk license, so if you don't find them, please work with Help Desk to add them to Teamwork Desk.

Teamwork Projects is a versatile project management tool. It is used by several departments to manage tasks, ongoing operational initiatives, and both simple and complex projects.

Teamwork Project Licenses

Anyone at CCA can sign into Teamwork Projects (https://projects.cca.edu/), and an account will automatically be created. Once your account has been created, you must be added to an existing project before you can see anything useful.

Teamwork Projects has 2 available licenses: Collaborator and Standard User

• Collaborator: Collaborators are free accounts, and the default license assigned to new accounts created upon sign in. Collaborators can view, follow and comment on all tasks within projects to which they've been added. Collaborators can be assigned to tasks, comment on those tasks, and mark those tasks complete. But they cannot edit any other details of tasks, create new tasks, or assign or reassign tasks.
• Standard User: Standard Users are paid accounts, and we have a limited number of these available. Standard Users can view and comment on all tasks in a project, create new tasks, and may be granted permission to edit tasks. Access may vary by project, as these default permissions can be overridden on each project.

If you have a Collaborator license and need upgraded to a Standard User, you can submit a request to the Help Desk at helpdesk@cca.edu. Please note that due to limited licenses, we may not be able to accommodate all requests for upgrading users.

Getting Started with Teamwork Projects

Once you have been added to a project in Teamwork, you can login using your CCA username and password here: https://projects.cca.edu/. You will only be able to access projects to which you have been added.

The Teamwork Projects knowledge base is a great place to learn the basic features and how to view and manage tasks. If you are being added to an existing project, work with someone who manages that project to learn the specific protocols for that project, as it may vary.

Creating and Managing Projects

If you would like to create a new project that does not yet exist, please submit a Help Desk ticket and we can grant you access to create projects. Please note that access to create projects requires a Standard User license and due to limited licenses, we may not be able to accommodate all requests.

We ask that anyone granted access to create projects be mindful of these protocols:

• Only create projects for real projects or operational activities within your department that requires multiple team members to access. DO NOT use Teamwork Projects for your personal to-do lists.
• Avoid creating many projects with a single task list. If you have an ongoing need for multiple projects that often only have a single task list, consider creating one project, e.g. “Departmental Operations”. Within this project, you can create a separate task list for each mini-project.
• Routinely review your active projects list, and archive or delete projects that are no longer active. Archived projects do not count against our limit. Archiving a project will maintain all content within the project, but it will no longer be editable. You can always reactivate an archived project.
• Project Administrators will routinely monitor active projects. Projects that have not been updated in over 6 months are subject to being archived.

Below are links to some of the most useful features when managing a Teamwork project:

• Create a new project
• Add/manage Team Members to your project
  • Note: they must already have a Teamwork account before you can add someone to your project. if you don't see them listed, instruct them to login to https://projects.cca.edu, and an account will automatically be created. After that, you will be able to add them to your project.
• Project Administrators overview
• Tasks overview