Teams | Collaboration | Customer Service | Project Management

Your team’s knowledge is a valuable asset. In OneDesk, your knowledge base provides a self-service hub for your customers (or agents!) to find solutions. Every resolved ticket contains information that could help the next customer, and the one after that. But documenting solutions, managing knowledge, and creating articles takes a lot of time.

Workflow bottlenecks happen when one step in your process slows everything else down. You can identify them by spotting where work piles up, approvals stall, or workloads become uneven. Fixing them starts with clear visibility into how work actually moves from one stage to the next. When teams can see the flow clearly, they can optimize the process proactively instead of constantly reacting to delays.

Project profitability is the financial measure of whether a project generates more revenue than it costs to deliver. It is calculated by subtracting total project costs—both direct and indirect—from total project revenue. A project is profitable when the result is positive; it’s unprofitable when costs exceed what the project earns.

Planning blindspots, delayed approvals, and unreliable time data can stall even the best-planned projects. Our March release addresses these pain points head-on. Now you can assign roles to tasks to forecast resource needs before your project team is confirmed. Trigger instant email alerts for financial document approval requests for a faster turnaround. Plus, new time management improvements will safeguard your data integrity and accuracy at every step.

This month, we're turning "what ifs" into reality with new features that cover everything from forecasting pipeline demand, AI-powered custom reports, and giving your in-app working experience a glow-up.

SPI Research has proven that there’s a 7.7x difference in profitability between the most and least mature professional services firms. But nobody’s explained why that divide happens—until now. We surveyed 303 firms across the United Kingdom, United States, Australia, Canada, and beyond to find out. Their answers reveal where most firms are getting stuck. And what the top performers are doing differently.

In 2026, client budgets are shrinking, but expectations are skyrocketing, driven largely by AI. Increasingly, clients are shopping around for the best deal, requesting more pitches, bids, and complex submissions of interest that drain hours of work from already stretched teams. Here we’re sharing brand-new research on the new phenomenon of ‘Clientfishing’, the hidden cost of the pitch economy, and how to use Teamwork.com to manage this.

Kanban is a visual workflow management method that uses boards, columns, and cards to represent work moving through defined stages. Originally developed within Toyota’s manufacturing system in the 1940s, Kanban operates on a pull-based model: new work enters the system only when there is capacity to handle it, preventing overload and maintaining a steady flow of completed tasks.

Process improvement is a structured approach to identifying inefficiencies in business workflows and implementing changes that increase efficiency, reduce costs, and improve output quality. It involves analyzing how work currently gets done, finding where time, effort, or resources are wasted, and applying systematic methods to eliminate those inefficiencies.

Employee work-life balance improves when leaders have clear visibility into how work is actually happening, not just what gets delivered. When workload, time allocation, and after-hours activity go unseen, imbalance builds quietly until burnout, disengagement, or turnover become unavoidable. This article explains how workforce visibility gives you clarity across the workday, helping you measure work-life balance and protect sustainable performance before strain impacts your results.