Subject:
TeamDynamix FAQ
Environment:
Fresno State University - Technology Services - Team Dynamix
Article Summary:
What is Teamdynamix? This FAQ will overview the Technology Services Customer Resource Management System (CRM). This is where all incident and service ticket requests for the campus are managed.
Resolution:
What Is It?
- TeamDynamix or TDX is our ticketing system used to track Projects as well as issues incidents
- TDX has enabled Technology Services to better foster campus partnerships emphasizing a commitment to helpful and proactive service, transparency, responsiveness, and continuous improvement
Key Goals Using TDX:
- To improve our service delivery and customer service
- To communicate clearly the types of tools and services offered to the campus community
- To create and publish a comprehensive service catalog listing all the services offered and how to request or receive services
- To organize our list of services in a more intuitive and informative way
- To empower users to be more self-sufficient
Key features include:
- A Service Catalog that provides information about each Service
- Customized forms to collect service-specific information
- Requests are assigned directly to the technicians responsible for providing services
- Enhanced reporting and analysis capability
- Self-service capability (see Knowledge base below)
- Improved user interface and experience (UX)
- Ability to initiate a service request
- Ability to check on the status of your service request
- Knowledge base (KB Articles) relating to IT Services
- Powerful search functionality
Continued Growth:
- Expand our self-service knowledge base
- Continue to expand the service offerings to better support you
- Publish support metrics for better transparency
Additional Information:
Need additional information or assistance? Contact the Technology Service Desk at (559) 278-5000.
TAGS: TDX, Teamdynamix, tickets, incident