TeamDynamix - Creating tickets from customer interactions

Whether a customer emails, chats, calls, or walks in, it is good practice to always create a ticket in TeamDynamix. This article explains why and how.
This article also contains a video eplanation.

Summary

When receiving interactions from customers, whether it be an email, a phone call, a walk-in, or a chat, it is important to create a ticket in TeamDynamix.  This allows for the customer contact, details of the request, all updates, attachments, and responsibility to be logged, prioritized, and managed all in one place.  It also helps collect accurate metrics of the number and types of questions and issues brought forth by your customers.   This article demonstrates how to get those interactions right into a ticket.  See also the related documents section at the end of the article for how to create a ticket template, which will make this process even easier!

Turning interactions into action!

Below the video is a text explanation.

 

Whether a customer emails, chats, calls, or walks in, it is good practice to always create a ticket in TeamDynamix.

Some of the benefits of working in a ticket include:

• Keep all the work and details in one place
• Automatically notify customer via email when the ticket has been updated
• Updates ticket when customer responds to the notification
• Allows for teams to collaborate amongst themselves or with other teams to resolve requests
• Contributes to useful metrics on the work you and your team are providing to your customers
• Creates a historical, searchable record of the request

How to create a ticket for yourself or your team:

1. Navigate to TeamDynamix TD Next area.
2. Click +Service Request Form.
3. In the first field, "Form", type the name of the form for your team (or another if the case warrants).
   Note that choosing the right form will bring up the most relevant fields for the request and it will automatically fill in the responsible group in the form.
4. Fill in the requester name or use the magnifying glass to search for them.  This will populate the ticket with the requestor's name, user id, campus, and nine-number.
5. Fill in all of the mandatory fields on the form.  
   • If you're on the phone or your customer is standing before you, type the customer's request into the "Description" field and fill out the rest of the form afterward.
   • If you are logging a ticket from an email or a chatr, simply copy and paste the body of the email into the details area.
6. Click the green Save button.

The requester will automatically be notified that a ticket has been created.  If the requester decides to respond, the response will automatically update in the ticket and the responsible person or group will be notified.  

Related Articles

TeamDynamix: Using Ticket Templates - for quick ticket creation

Additional TeamDynamix Resources

To request service, report an issue, ask questions or request training, contact the TeamDynamix Application Administrator by opening a ticket here:   https://td.usnh.edu/TDClient/60/Portal/Requests/ServiceDet?ID=120

Visit the TeamDynamix area in the Knowledgebase: https://td.usnh.edu/TDClient/60/Portal/KB/?CategoryID=130