TDX Basics

Logging into Team Dynamix (TDX)

1. To access TDX, go to https://support.shoreline.edu.
2. Click in the upper right corner to log in. TDX utilizes single single sign-on (SSO) which is an authentication method that enables users to securely authenticate within multiple applications by using just one set of credentials. 
3. From here you will be able to access Service Requests and the Knowledge Base. You must be logged into have permission rights to see specific categories.

Accessing the Agent Portal

1. To access the Agent Portal, click on your name, then click TDNext.
   

*Remember to bookmark the TDNext portal for easy access in the future.*

How to Take a Ticket

1. To assign a ticket to yourself, click on the ticket.
2. Click Actions, then click Take Service Request.

3. A pop up will appear that says, "Are you sure you want to take primary responsibility for this service request?" Click OK.

Responding to Tickets via the TDNext Agent Portal 

1. Go to TDNext Agent Portal 
2. Click the ticket number and a pop will appear, or hold the control button and click on the ticket number to open it in a new tab.
3. Scroll down to read the Description, the Description is the actual message from the Requester. 
4. Complete the request.
5. Click the Update button on the right side of the screen.
6. Choose the New Status to select the current status of the ticket.
   • New - Brand new ticket, has not been opened or responded to.
   • Open - Ticket has been open and initial communication has been sent to the requestor
   • In Process - Agent is actively working on request.
   • Resolved or Closed – Agent has resolved request or requestor has not responded to messages from Agent
   • Cancelled – Requestor has requested to have the ticket cancelled, as they are no longer needing help.
   • On Hold – Either requestor is “Out of Office” or waiting on third party vendor.
7. Updating the title of a ticket can help with organizing tickets within your desktop. To update the title, click the Edit button, scroll down and update the title, then click Save.
8. Add Comments or select a Response Template.
   • Add an Attachment or Knowledge Base article, if applicable.
   • For private comments, click the box to Make comments private.

8. Click Save.

Responding to Tickets via Email 

1. It's best to respond to tickets in TDNext, but if you need to answer a ticket via email, there is one very important rule. NEVER REMOVE THE WORDING AT THE BOTTOM OF THE EMAIL. This tells TEAMDYNAMIX what ticket the response belongs to. 

----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE---- 
----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----

Tips 

1. There are different ticket forms depending on your application, so please make sure that if you create a ticket or move a ticket you are keeping in the same classification. 
2. When you open a ticket there are many different options for Answering tickets 
3. Comments are short requests for information or to give a quick update. 
4. In the Notify section you can select anyone that is labeled as the Requester, the Agent the ticket is assigned to, or anyone added as a contact. 
5. Updates are larger updates to the ticket, such as status update.  
6. Close tab and refresh the application to show that the ticket has been updated.
7. To add another person on the ticket, you can do that in Other Email Addresses.
8. To add people as a contact on the ticket go to the people tab on the ticket and type in the persons name or email address. 
   • If you are trying to add a shared mailbox like HR@shoreline.com, you will need to use the update notify other Email addresses.  Currently only single accounts are contacts in Team Dynamix. 
9. Make sure that when responding to an email, that it is not a private comment or update.  Private comment or updates will not be shown to anyone that is not an agent.