Creating Tickets in TDNext (As an Agent)

This How-to article will help TeamDynamics Agents to create tickets.

Overview

This article will cover the basics of creating a new ticket in the agent side of TeamDynamix (aka TDNext).

How to Create a Ticket

1. From the Client Portal, open TDNext.

   1. Click your Profile Icon at the top right of your screen. Log in if you aren’t already. Then click TDNext. 

      

2. From your ticketing app, you can:

   1. Click on the New button to create a new Incident or Request

   2. Use the shortcut key for + General Service Form

   3. Note: Don’t see a ticketing app? Click on “View Applications” and select your app - either Human Resources, Information Security, or Tickets for everyone else. 

      

3. Choose your Form

   1. Important: The generic form does not collect much information and routes directly to Service Desk. This dropdown includes all services in our service catalog - so look for the form for your service! You can type to narrow down the results. You can find all our services here. Selecting the right form will give you appropriate fields to fill out AND route your request directly to the correct team!

4. Fill in all remaining required fields.

   1. Notable fields:

      1. Requestor is who is submitting the request - either you, or the person asking you to submit it. As with all fields of this type, you can click the magnifying glass to see all available options, or start typing to find matches.

      2. Anytime you see a Notify checkbox is asking if you want to send that person an email to notify them of the ticket.

      3. Department is required but should autofill based on the person you selected.

      4. Responsible is the person the ticket will be assigned to. This can be a person or group. If you don’t know, leave it blank and the ticket will route to the group.

      5. Source is where the request is coming from - if someone walks up to you to ask, you would select “Walk Up / In Person”, similar for Phone or Email requests. Everything that comes in through the Client Portal will be identified as such. For internal requests from agents, select Internal.

5. Click Save to Submit.

6. You’ll receive a confirmation page. You can close this window now, create another service request, or view the request you just created. ACC is not using the Add Time feature, so you can ignore those fields. Your ticket has been submitted so you do not need to save anything on this page.

   

FAQ

Q: What if a ticket is routed to me incorrectly and I don’t know where it should go?
A: Add a comment to the ticket and reassign it to Service Desk.