This how-to article will help TDNext users (users with access to fulfill ticket requests) to manage their tickets.
Overview
This article will cover tips and tricks for managing tickets in TDNext (the backend of TeamDynamics). It is not intended to replace SOPs you may be following for specific requests.
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.
Team Dynamix 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 in order 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.
By default, the new resource will be notified of the assignment, but you can uncheck the box to turn off that notification.
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.
