Managing Tickets in TDNext as an Agent

This how-to article will help TDNext users (users with access to fulfill ticket requests) to manage their tickets.

Overview

Updating Tickets

When updating tickets, we recommend you use Actions -> Update. This will allow you to update the assignment and status, while providing the end user with an update as well. Below are some notes on the different fields you may need to update.

TeamDynamix Statuses

TeamDynamix offers a variety of statuses to update your ticket to. Here are all the statuses and their meanings:

• New - all new tickets are automatically given the New status. You must move a ticket off New and into Open or In Process to stop the clock on Response SLAs.
• Open - the ticket is open / ready for work
• In Process - the ticket is being worked on
• On Hold - this is the generic hold status. You may choose to put in a date for the ticket to go Off Hold but if you leave it blank, it will never go off hold unless the user responds to the ticket.
• On Hold - Scheduled - This status allows you to set a date for the ticket to come off hold.
• On Hold - Awaiting Customer Response - Similar to On Hold, this indicates to the end user that their response is needed to continue. You may also put in a date to take the ticket back off hold
• Resolved - The ticket has been resolved from our side. The end user has 3 days to respond if needed - responses will set the ticket back to Open. If there is no response, the ticket will be set to Closed.
• Closed - The ticket is closed. Further responses will result in a new ticket.
• Cancelled - The ticket has been cancelled and a resolution is not expected.

All ticket statuses are visible to end users in the client portal.

Time Type

You can ignore the type tracking functionality in TeamDynamix at this time (unless otherwise instructed by your manager).

Responsible

Denotes who the ticket is assigned to. This can be an individual or group.

If you receive a ticket that needs to be reassigned, be courteous and add a private comment with information for the next person it is assigned to. If you are not sure where the ticket should be assigned, assign it to the Service Desk so they can route it appropriately. Please do NOT leave tickets unassigned.

Note: Reassigning tickets contributes to the number of "hops" a ticket takes through the department. You can avoid hops by assigning tasks for work that needs to be done on tickets.

Comments

Comments are added to the feed of the ticket and if the end user is selected to Notify (see below), they will receive the comment via email. 

Comments can be public (visible in the Client Portal) or private (only visible in TDNext). It is possible to add a private comment while notifying an end user - in that situation, they will receive an email with the comment but won't see it when viewing the ticket in the Client Portal.

The Templates dropdown gives you some templates to choose from to prepopulate the comments field. If you would like to add or manage these templates, please put in a TDX ticket.

Notify

This area allows you to notify existing contacts of the ticket, other people, or even outside email address as needed.

Ticket Hygiene

TDX provides robust reporting capabilities, but the accuracy of our data depends on using the fields available in TDX consistently. Some fields to check are below. All these fields can be accessed with the Edit button on the ticket, unless otherwise noted.

• Form - this defines the fields that appear on the ticket form, both in the client portal and TDNext. Do not use the General Form - this form is a mandatory form in TDX but does not capture sufficient information for tracking.
• Service - this should align with the request or incident. It is automatically assigned based on the user's input on the ticket, but if the user made a mistake or the root issue is found to be elsewhere, please make sure this is updated.
• Incident vs Request - this sets SLAs for tickets. To edit this, go to Actions -> Edit Classification.

More Resources

Please check out the Related Articles to the right.