TeamDynamix: Getting Started With Ticketing

Table of Contents

 

Overview

The TeamDynamix Ticketing Application is a centralized system for managing service requests, incidents, and other support tasks. It allows technicians to receive, track, and resolve tickets efficiently.  

When a user submits a request - whether through the Client Portal, email, or manual entry - a ticket is created. Support Specialists then assign, prioritize, update, and complete the work, ensuring timely support and resolution.

Here is a brief (2:32) video demonstrating the use of the TeamDynamix Ticketing Application: TeamDynamix - Ticketing Application Overview Subtitled 

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Logging In to TeamDynamix

Login Credentials

TeamDynamix uses USNH Single Sign On (SSO), so it is not necessary to manage a userid and password. TeamDynamix will use the same method to log in as is used for Microsoft and other applications at USNH.

 

Production and Sandbox

There are two environments in TeamDynamix: Production and Sandbox.

  • Production is the live work environment.
  • Sandbox is designated for testing and training.

 

Client Portal and Work Management

Production and Sandbox each have two work areas: Client Portal and Work Management.

  • The Client Portal is the customer-facing side of TeamDynamix, also known as "USNH Help Central". This is where people go to request work or look up articles in the knowledgebase.
  • Work Management (formerly referred to as "TDNext") is the back end of TeamDynamix, where support specialists manage tickets, assets, and projects.   

 

Links to access TeamDynamix

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Customizing Your Profile

To update your profile in TeamDynamix, click on your name in the upper right corner of either the Work Management or the Client Portal and select "My Profile".  

Uploaded Image (Thumbnail)      Uploaded Image (Thumbnail)

 

To add a profile picture in Client Portal, click "Edit"

Uploaded Image (Thumbnail)

 

To add a profile picture in Work Management, click the "General" tab and then "Edit".

To add a signature which will automatically append to the end of all of your ticket comments, in Work Managment click the "Settings" tab and then "Edit".  Type what you want in the Technician Signature box then click Save at the top.

Work Management My Profile settings bar


TeamDynamix allows you to change many of the items under Settings and General, but not all. Some are set by default and you will find that those are not editable. 

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Switching between Client Portal and Work Management (TDNext)

In TeamDynamix, there are two areas where work is done:

  • The Client Portal is the customer facing side of TeamDynamix, where customers request work and users can view articles in the knowledge base.
  • The Work Management side, also called "TDNext", is where Support Specialists receive customer requests and manage work.

This section will demonstrate how to switch between Client Portal and Work Management (TDNext).

To navigate from the Client Portal to Work Management (TDNext), click your name in the upper right corner, then select "TDNext". Note: the name of this menu option may change in the future to match the new "Work Management" naming.

 

To Navigate from Work Management to the Client Portal, click on the "View Applications" link at the very top of the page and then select the box labeled "Client Portal".

image of switching between portals

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Viewing TeamDynamix Applications

Click on the "View Applications" button at the top of the page to open a list of applications available to you. The number of available applications is based on your permissions, job role, and security settings.

Use your mouse wheel to move up and down this list, so you can see all of the applications.

image of view applications

 

Click an application to open it. Each application will open in a new tab. Here is a view with 4 applications opened:

image of example applications

 

Each tab can be dragged back and forth to change the order. 

The default application is the one that will be selected when first logging into TeamDynamix each time. To set a default application, drag that application's tab so that it sits directly to the right of the home icon.  In the above image, ESM is the default application.   

The application tabs are persistent and will stay open between TeamDynamix uses until manually closed.

To close an application, click the "X" on the application tab.

When there are too many tabs open to view them all, use the "downward facing carat"  on the far right of the screen to show, or select from, all open tabs. 

Select "Close All tabs" to close all tabs at once.

tabs drop down arrow

 

To request application access, use the Accounts Management System (AMS) .

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Selecting a Ticketing Application

TeamDynamix has a number of applications in the Work Management /TDNext area. 

The Applications that each user can select from the Application menu is based on the permissions set for each user. 

To select a ticketing application, from TDx Work Management, click "View Applications" and then select a ticketing application.

ESM is the primary ticketing application for ET&S, Procurement, Finance, and Human Resources and there are several others for specific areas such as Provost, KSC Facilities, and Admissions.

Ticketing applications are typically assigned when the TeamDynamix account is created for each user based on the needs of the department or work team. If unsure about what ticketing application to use, first check with your leadership. If you think that you should have access to an Application that you do not, click here  to open a ticket for the TeamDynamix Application Administrator. 

Note: This guide is focused on Ticketing Applications. Other applications include Projects, Assets, Change Enablement, Analysis, and My Work. For more information about all of the TeamDynamix Applications, please refer to: TeamDynamix - Applications Overview with Associated License Types .  Viewing the knowledge articles at teamdynamix.com requires an account and login which can be created for free.

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Dashboards

Dashboard Overview

The TeamDynamix Dashboard is a central hub for managing support tickets. It provides a clear view of ticket status, assignments, and priorities, helping users track and resolve issues efficiently.

In previous versions, the dashboard was called the "desktop" . Dashboards are comprised of various reports, which are also referred to as "queues" due to the way they are used to intake and manage customer requests.

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Configuring the Application Dashboard

All ticketing application users will need a dashboard to track their work effectively.  Below are instructions to set up a dashboard in the ESM ticketing application and the recommended minimum reports needed for effectively managing tickets.  All TeamDynamix ticketing applications will have similar standard reports. 

This section assumes that there is not an existing dashboard.  To edit an existing dashboard, see detailed instructions in our article on Configuring an Application Dashboard.

Step 1 - Select the ticketing application from the View Applications menu, e.g. ESM. 

Step 2 - Click on the Edit Dashboard link at the top of the screen or Get Started from the middle of the screen under "Make your Dashboard your own".

Step 3 - Click the Change Row Layout icon Uploaded Image (Thumbnail)  to the far right of the screen to change the dashboard layout.

Step 4 - Choose the layout which has three evenly spaced columns ( 33% | 33% | 33% ). 

Uploaded Image (Thumbnail)

A Note about using this layout: If your browser window is too narrow, you may only see one or two columns. All reports are still there, arranged vertically instead of horizontally.  Make your window wider to see all three columns side-by-side.

 

Step 5 - Click the +Add Widget in the leftmost column.

Step 6 - Type "My assigned" in the search bar and then select "My Assigned Tickets" under the ESM heading. This will add the report in the left column.

Step 7 - Hover over the "My Assigned Tickets" report widget and click on the + sign that appears at the lower left corner of the widget.

Edit ESM dashboard with "Add Widget Below" plus-sign marked

 

Step 8 - Type "My on hold tickets" in the search bar and then click on the report when it appears under the ESM application to add it just below "My Assigned Tickets".

Step 9 - Repeat steps 5-8 for each column to add the following standard recommended reports. See image and list of recommended reports below.

Step 10 - When finished, click Save.

 

Sample Standard Ticketing Application (ESM) Dashboard:

Standard ESM Dashboard with six standard recommended reports as listed belowClick for full-size image

 

Standard Recommended Ticket Reports:

  • My Assigned Tickets - This report shows all opened tickets assigned to me.
  • My On Hold Tickets - This report displays any tickets assigned to me which I have placed on hold.
  • My Assigned Tasks - This report shows all open ticket tasks assigned to me.
  • My Groups' Unassigned Tickets - This report displays any tickets assigned to my group(s), but not yet to any individual person. In general, this is where new tickets will appear for any groups to which I belong.
  • My Groups' Aging Tickets (Excludes Enhancement Requests) - This report shows a bar graph with unresolved tickets by the week when they were created. Click on a bar to see the individual unresolved tickets created during that week.
  • All Unresolved Tickets for My Group - This report displays all tickets which are new, open, in progress, or on hold for any group to which I belong, regardless of whether they are assigned to a person or unassigned.

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Standard Dashboard Layout

This group of reports is the recommended standard for support specialists to manage tickets.

Uploaded Image (Thumbnail)Click for full-size image

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Working with Multiple Dashboards on the Home tab

TeamDynamix allows users to create custom dashboards to track and manage their ticketing work efficiently. Dashboards can be tailored with reports and widgets to highlight key information, such as assigned tickets, aging requests, or group workloads. While each ticketing app has only a single dashboard, the Home tab allows for multiple dashboards.

Users can create their own platform level dashboards for a personalized view, but TeamDynamix Administrator can also assign dashboards designed for specific teams or purposes. While shared dashboards provide consistency across teams, users can only edit or customize their own dashboards. This flexibility ensures everyone has access to relevant information while maintaining control over personal workspace preferences.

Here are the key areas for editing platform level dashboards and managing multiple dashboards on the Home tab:

manage multiple dashboardsClick for full-size image

On the Home tab:

  1. The "carat icon " - Lists all existing dashboards created by you or assigned to you. Click an item from the list to view the associated dashboard.
  2. Edit Dashboard - Allows editing of the dashboard that is currently displayed on the screen.
  3. + New dashboard - Create a new (additional) dashboard for use on the Home tab.
  4. Manage Dashboards - View a list of all dashboards created by you or assigned to you, select the preferred default dashboard, and delete your dashboards.  

Note:  Only dashboards created by you can be deleted by you.  Shared dashboards must be deleted by the TeamDynamix Administrator.

To request a shared dashboard for a team or other purpose, contact the TeamDynamix Administrators. 

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Common Ticketing Activities

Creating Tickets

There are two methods to create tickets:  Through the Client Portal, which is the user-facing side of TeamDynamix, and through TDx Work Management (TDNext), which is the technician side of TeamDynamix.

 

Client Portal

Step 1 - Navigate to the Client Portal . 

Step 2 - Click Submit Ticket.

Step 3 - Navigate using the links displayed, or by typing in the search bar at the top of the screen, for the service that is needed.

Step 4 - Click the blue Request Service button on the right side of the screen.

Example Screenshot

 

Step 5 - Fill in the required fields

Step 6 - Click Submit.

 

TDx Work Management (TDNext)

Step 1 - Log into TDx Work Management .

Step 2 - Open the ticketing application or select its tab.

Step 3 - Click "Service Request Form" at the top of the screen.

Step 4 - Click the "downward carat " to the right of the field called "Form". 

Step 5 - Type what you are looking for, making an effort to locate the correct form.  Using the correct form will bring up the most relevant fields needed to resolve the request and assign the ticket to the correct responsible group. When in doubt, simply select form "Service Request Form"

Service Request Form with form field marked

 

Step 6 - Fill out all required fields, marked with a red asterisk.

Step 7 - Click Save.

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Searching and Filtering Tickets

In the standard dashboard reports, service specialists can find all the typical work assigned to them, ensuring they stay on top of their tasks. However, there are times when it's necessary to search for specific tickets that aren’t readily visible on a dashboard. Whether it's tracking down a past request, locating an unassigned issue, or filtering for a particular category, knowing how to effectively search and filter tickets can save time and streamline workflows. The following instructions will guide you through the process of refining your search to quickly find the tickets you need.

Instructions

Step 1 - Log in to TDx Work Management .

Step 2 - Open the ticketing application (e.g. ESM) or select its tab. 

Step 3 - Click the word Search from near the top of the left side pane.

Note: that under the word Search are some standard (or default) searches which are already created for you.

Ticket "Search" option

 

Step 4 - Click on "Filter" to the far right of the search options task bar, indicated by a funnel icon.

Step 5 - Fill in the criterion as needed for the particular search.  

Step 6 - Click Apply to view the results.

 

More Search & Save Features

Options for saving searchesClick for full-size image
 

  1. New Saved Search - Use this option after a successful search to save the query for future use. In the Save Search dialog enter a Save As name for the search query. Check "Show In Navigator" to display the search in the left Navigator pane. Do NOT check "Global" - that is reserved for admin use.
  2. My Saved Searches - View your list of saved searches. Click on one to run it.
  3. Edit Saved Searches - Use this option to hide/unhide searches from the left Navigator pane under "Search" or to delete specific saved searches.  Default search reports cannot be deleted. See details below for how to edit or rename a saved search.
  4. Group by - Choose options for grouping the currently displayed search results.
  5. Configure Grid - Use check boxes to hide or show specific columns in the search results currently displayed. Use the horizontal scroll bar at the bottom to see all columns left and right.
  6. Refresh - Refreshes the current search results
  7. To Excel - Exports the search results to an Excel Spreadsheet.
  8. Filter - Opens the search filter dialog box to adjust search filters. Click Reset in the dialog to start a new ticket search with default filter settings.
  9. Click on a Column Heading to Sort by that column's data.  Click again to reverse sort direction.

 

Editing or Renaming a Saved Search

Step 1 - Click on the name of the search under Edit Saved Searches

Step 2 - Adjust filter options that you want to change, if any

Step 3 - To save the search, or to rename it, click New Saved Search. The Save Search dialog opens with the existing saved search name filled in.

  • Edit the name of the search in the Save As field, if desired.
  • Check Overwrite to replace the previously saved search, or uncheck Overwrite to save it as a new saved search.
  • Check Show In Navigator to display the saved search in the left Navigator pane.
  • Do NOT check "Global" - that is reserved for admin use.

Step 4 - Click Save

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Elements of a Ticket

Understanding the structure of a ticket makes it easier to quickly assess its status, history, and next steps. Each ticket contains key elements such as the request details, assigned specialist, status updates, and any relevant notes or attachments. By familiarizing yourself with these sections, you can efficiently "read" a ticket to determine its progress, identify any outstanding actions, and ensure a smooth resolution. Here are the critical elements of a TeamDynamix ticket:

Ticket Elements part 1 - Uploaded Image (Thumbnail)      Ticket Elements part 2 - Uploaded Image (Thumbnail)

Click for full-size images
 

1 - Ticket Title. Just under the ticket title is the ticket ID or the ticket number.

2 - Ticket Menu. The ticket menu inclues:

  • Actions - Many common actions are found here.
  • Add - This button is for adding attchments, tasks, or task templates.
  • Edit - This button is ued for edtiting the details of a ticket.
  • Refresh - Use this button to refresh, or update, the ticket. This will make the view the most current, should someone else have updated the ticket while you are viewing it.
  • Print View - Print a ticket

3 - Details section. This section includes:

  • Who is responsible for the ticket
  • Ticket Type: What type of ticket it is?
  • The date the ticket was created
  • Who created the ticket
  • Date the ticket was last modified
  • The description of the request

4 - Requestor informatoin

5 - Feed.  The feed is a log of all changes and upates to the ticet, including comments and communications.

6 - Ticket Tabs.  These are separate tabs with information about the ticket including:

  • Tasks/Activities - This tab will show any tasks, comleted or not, that are associated witt the ticket.
  • People - This will show individuals and group associated wtih the ticket including requestor, responsible, and other contacts.  Contacts can also be added here.
  • T&E - Time and Expense tab is for those who log time on their tickets and to view other expense related information for that ticket.
  • My Alerts - On this tab, use + Add to add personalized alerts for yourself related to this ticket.
  • Asset/CIS - This tab displays any assets associated with the ticket.
  • Read By - This is a list of anyone who has viewed the ticket.

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Using the Actions Button

The Actions button can be found at the top of any ticket and is, by default, solid dark purple. The Actions menu provides various options for managing and interacting with tickets, including editing, assigning, and updating ticket statuses.

Some of the most common actions are:

  • Update - Provide an update to the ticket including new information or commuincation to the requestor.

  • Take Service Request - Assign the ticket to yourself.

  • Reassign Service Request - Assign the ticket to a specific person or group.

  • Move to Application - Move the ticket from one applicatdion to another.  This is used when a requestor submits a ticket and the ticket is intended for a group in another application, such as a secure application.

  • Flag - Flagging a ticket is used in conjunction with the "My Flagged Tickets" report.  Use the flag option to add tickets to this dynamic report. See the reports on the left pane of the ticketing window.

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Assigning / Reassigning a Ticket

Step 1 - Log into TDx Work Management  (SSO) and select the appropriate Ticketing Application

Step 2 - Click on the Ticket ID or the Title in the dashboard report or queue to view the ticket contents. 

Step 3 - Click Actions from the top of the ticket details screen.

Step 4 - Click Assign Service Request or Reassign Service Request.

Step 5 - Select a new responsible group or person under the "New Responsibility" field. Start typing to populate the field or use the magnifying glass icon to search.

Step 6 - Leave the "Notify the new resorurce of the assignment." box checked as it is best practice to let someone know they've been assigned a ticket. 

Step 7 - Click Save.

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Updating a Ticket

Ticket updates can include current status, new responsible user or group, comments, notifications, attachments, links to knowledge documentation, and other ticket information.

Step 1 - Log into TDx Work Management (SSO) and select the appropriate Ticketing Application 

Step 2 - Click on the Ticket ID or the Title in the dashboard report or queue to view the ticket contents.

Step 3 - There are two ways to update a ticket:

  1. Click Actions from the top of the ticket details screen and select Update.
  2. Click the Update button at the bottom of the ticket details and just above the Feed.

image of Update options under Actions menu or above ticket feed area

 

Step 4 - Select the ticket's updated status from the pull-down menu in the "New Status" field.

Note: Person or group selected will be notified by default.

Step 5 - Type any comments in the "Comments" section. 

  • Notes about the "Make comments private" checkbox:
    • Comments are marked private by default. This means that only those who have access to the Work Management (TDNext) side of the ticketing application can view the comments.
    • Uncheck "Make comments private" to notify external requestors of the update.
    • Leave "Make comments private" checked to update the ticket without notifying external requestors.      

Step 6 - Select person or group to notify from the pull-down menu in the "Notify" section.  

  • Notes about Notify:
    • Only people or groups already associated with the ticket, as contacts, requestor, or responsible will be selectable.  
    • To notify a TeamDynamix user who is not already associated with the ticket, use the "Notify Other People" fiield just below "Notify".
    • If "Make Comments Private" is checked and the person to notify is not an internal, TWork Management (TDNext) user with access to the same ticketing application, a red alert message will appear just umder the "Notify" field with instructions to Mark Pulbic, which means to de-select "Make comments private" 

      Uploaded Image (Thumbnail)

 

Step  7 - Click Save.

 

Adding a Comment in the Ticket Feed

Comments can be added to the tikcet as noted above.  However, there may be occassions where it makes more sense to comment directly to a feed entry; for example, when commenting on an update that is not the most recent update.  This action will create a comment under the parent feed entry.  Additionally, it will notify the original author of the feed entry and other users in the conversation.  

Step 1 - Log into TDx Work Management (SSO) and select the appropriate Ticketing Application

Step 2 - Click on the Ticket ID or the Title in the dashboard report or queue to view the ticket contents. 

Step 3 - Scroll down to the bottom of the ticket details and locate the Feed. 

Note: the filter options at the top of the feed.  Use these to expand or narrow down the feed entries: 

  •  All
  • Communications
  • Edits
  • Status Changes
  • Comments 

Feed with check boxes to filter different types of feed entries

 

Step 4 - Continue to scroll down to the particular update that you wish to comment on / reply to.

Step 5 - Click "Comment" in one of two places:

  • Click the Comment button to the right of the Feed header to place the comment at the top of the feed.
  • Click the small Comment hyperlink just under a specific comment to place the comment just under that "parent" comment. 

Feed with comment options marked

 

Step 6 - Type comments.

Step 7 - Click Save.

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Editing a Ticket

Occasionally, it is necessary to make changes to the main ticket content, such as the Form or the Service.  This should be done sparingly and only if the item cannot be modified by Updating or other Actions options.

Step 1 - Log into TDx Work Management  (SSO) and select the appropriate Ticketing Application

Step 2 - Click on the Ticket ID or the Title in the dashboard report or queue to view the ticket contents. 

Step 3 - Click the Edit option from the light purple toolbar at the top of the screen.

Ticket top menu bar with Edit option marked

 

Step 4 - Make necessary changes to the ticket and click the Save button. 

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Ticket Etiquette

1. Assigning & Taking Responsibility

  • All new tickets are assigned to a group with the status New.
  • New tickets appear in the team's unassigned queue.
  • When you see a ticket, take responsibility by using the Actions menu:
    • Reassign Service Request → Assign the ticket to yourself, a group, or another individual.
    • Take Service Request → Assign the ticket directly to yourself.
  • Always change the status from New to In Process when taking responsibility.

 

2. Updating & Communicating

  • Update tickets daily to ensure requestors are informed.
  • Use the Notify field to keep the requestor updated. Customer updates will also notify the assigned person or group.
  • Verify resolution with the requestor before closing the ticket.
  • Be professional and courteous in all communications.

 

3. Documentation & Visibility

  • Provide detailed updates so others can pick up where you left off. If it's not documented, it didn’t happen!
  • Comments and updates are visible to all users of the same application and the requestor.
  • Use Response Templates [link to instructions] and Signatures to improve efficiency.

 

4.  Closing Tickets

  • Never close a ticket without confirming the issue is fully resolved.
  • Never unassign a ticket once it has been assigned.

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Further Readings

The following articles/videos require first signing up for a free TeamDynamix Community account.

USNH Knowledge base Articles:

 

Need additional help?

Visit the TeamDynamix area in the Knowledge Base

To request service, report an issue, ask questions, or request training, submit TeamDynamix Application Administration Support Request 

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