The part of this software I use the most on a daily basis is project management. This includes the project request form, the scheduling of project tasks, notifications through the system to customers, stakeholders, and the dev team. Other areas around our campus use different software and it's clear the differences with IT using TeamDynamix and them not.

The only thing I can say about a part of the software that might need to be a little better is just onboarding for new employees who use the service. There are so many different applications and uses with this software that it can be a little overwhelming at first. I will say they have a great customer knowledge base that has an article for just about any issue you might come across.

It is mostly positive. It has been relatively quick and the ability to upload documentation and images is very nice. One thing that bugs me is that attachments open in new windows/tabs and I don't see an option to set how you'd like that to happen. It would be nice to have a document always open in a new window. It would also be great if I could set tickets to open in a new tab instead of new windows but I don't see that as an option either. The workflow overall is pretty good and writing reports is pretty powerful yet simple. The day-to-day ease of use could be improved though. Also, support for high-efficiency HEIC images would be great. JPEG and PNG are good but a lot of newer phones shoot in HEIC by default. It would also save some space with attachments.

The ease of entering most information is very nice. The fact that we can route things pretty efficiently is also quite nice because we can route things to another user or group/responsibility easily. Integration options are pretty good and the fact that it supports our Single sign-on method for increased security is a plus.

It isn't always as flexible as IT needs it to be. It is not possible to have a requestor and recipient which would be a great help. Many of our users have office managers or assistants that submit work orders/tickets on behalf of the user experiencing an issue or requesting a service. Having the ability to have a requestor and recipient specified in TDX would be awesome. We also don't have an easy way to split tickets as the system is currently implemented. For example, we often have users submit requests to have say five PCs set up but our workflow requires we have one ticket per device for proper tracking. This becomes a greater issue when users need equipment repaired. It may be a bit of a limitation of how we are implementing things but simply copying the work order requires we adjust multiple pieces of content or triggers a workflow for which users need re-approve tickets since there are charges for some services and not others. The ability to clone tickets with the approval status still in place would be a great option for situations where the requestor has already approved the charges for the work on the main ticket. I would also really like to see an option to require data fields at specific steps in the ticket workflow. Currently, this seems very limited. For instance we can require someone to enter their phone number and location but we can't require the technician fill out the solution or resolution method for the ticket when they are resolving/closing tickets.

Our initial relationship was very good, and they remain to be engaged with us. However, pricing has increased, and combined with the lack of their investment in PPM features this makes it more difficult to see TDX as our ultimate solution for PPM.

The project intake workflow process is very good. In combination with the Capacity Planner application, we are able to offer a user-friendly project request submission process and quickly assess, prioritize and resource projects. The Client Portal Applications has a lot of potential for interacting with project team members and stakeholders and could be a great way to manage projects outside of the client.

Team Dynamix does not appear to invest as heavily in the PPM features as it does the ITSM features. This has resulted in the lack of some critical items necessary for modern project management. Card walls (boards) are severely lacking in functionality, and do not allow for successful implementation of agile-related concepts such as Kanban. Important features such as swim lanes and card aging are missing. A web view of card walls would also be useful. Also lacking is the ability to build custom portfolio dashboards that show the KPIs that are most relevant to your organization as well as timeline views.

We rely heavily on the incident management. It has been a very stable platform and functions well for ticketing.

The user interface is relatively simple and easy to navigate. It has become more useful with the recent features that have been implemented.

Our implementation was back on version 9. The newer versions added more features, but in turn caused a lot of our initial methods of ticketing to become obsolete. Now we have a tremendous amount of "bloat" that needs to be cleaned up.

Adopting TD has allowed us to mature as an organization.

Keeping all communications in a single place on a request is a must. Having a self service portal and knowledge base has helped campus tremendously. I appreciate that it was designed to be flexable and understand the unique needs of higher education.

It does not function very well on mobile. If you do not set up custom reports, it is easy to "loose" requests as they change states. It would be nice if there were a way to force ticket tasks. i.e. ticket could not be sent to another person or closed until a task was completed first.

It has been a great tool that we have expanded several times to better serve the organization.

The ease for users to create tickets has been a big productivity increase for the organization.

The inability for a user to change the status of a ticket makes that process more difficult.

Ever since implementing TDX, we have found nothing but great things about it. It has been a wonderful ESM service for us.

I have noticed a couple small things that we do not like, such as users are not able to add contacts to tickets after being submitted, but it is a small issue since we had it always available in our previous system.

The features are all very powerful and customizable. If you want a form or user portal to look a certain way, you can do it. If you need a specific report done, you can do it. You can also create as many instances of an app as you want, so you can use it across the organization.

There are a few processes that feel like they should be simple that really aren't. For example, sending someone an email through a ticket requires creating a comment, making the comment public, then selecting the user from the contact list to send the message.

The ease of setup and end user interface. The training and support are excellent.

The inability to assign tickets directly to individual positions out of the box.

they are very easy company to work with.

sometimes errors occur and it is hard to pinpoint the why without having to talk to customer service.

From procurement to go-live, the process has been very smooth with TeamDynamix. The sales, implementation and support teams are great and very responsive. Probably the easiest roll out I've been a part of.

We liked that the product was a codeless solution and could be easily managed by one or two people. Our previous product required developers and was too large and cumbersome.

There are a few features that are lacking, but the good news is that TeamDynamix reads and reacts to customer feedback. I've already seen a few of the items I wanted introduced in new version roll outs as well as listed in future releases.

For the most part, I like it because it is easy to use. My only real complaint is it really does need better knowledge integration. However, at least it does have a knowledge component so that is nice. From what I hear, other systems that support the type of integration I would expect to be fully KCS compliant are significantly more expensive.

-It was easy to start using with minimum training -I love the reporting tools available and the ability to create customized reports -I love that it has a knowledge base available to offer self-service to our clients, and help our agents reduce time on resolving problems that someone else has already resolved -I love that after a few upgrades, we finally had the option to use nested fields. This allowed us to be able to get all the information we needed from a client from the get go, and only the information that was needed for that request.

-The knowledge base does not integrate well with the ticketing process. The knowledge base search on the ticket only shows results for approved articles. I wish that it would show articles of all status - or better yet have a filter on the ticket to choose status if desired. This would allow our agents to see if another person has started working on a similar issue, even if they haven't finished the article yet -Creating knowledge articles from a ticket still requires the agent to view the article later and clean it up. they have to structure the content, add settings, add related articles, etc. It would be nice if this could be done within the workflow of processing the ticket rather than as an after thought. -I wish that it integrated better with some of our other systems. For example, we use a chat software and agents have to copy/paste the information into the ticketing system. Human error causes the information not to be captured 100% all the time. It would be nice if they could just do the chat and it create the ticket automatically. Same with email. -I hate that so many windows open when processing a ticket for one person. When I worked in the Service Desk, it made it very difficult to juggle multiple clients at the same time (which was a requirement of the job).

- Despite being cloud-based, it has a very responsive web-based user interface, no complaints at all about responsiveness and speed of rendering pages - A clean and simple UI design, a very important factor when considering the varied user types who will consume this service. I work on a University campus, and intuitive and clear interfaces are absolutely necessary - Flexible support workflows. When considering how to utilize TeamDynamix, consider all the processes your business or organization perform in its various ways, and consider how you can increase efficiency of our organization by creating workflows for delegating permissions, signing authorization forms, submitting helpdesk tickets. I am very impressed with how flexible, and how the team that developed this software thought about how to bring about these changes within an organization adopting this software. As you design a process workflow, you can modify, diagram, and convey information to the end-users in a meaningful and elegant way, based on the tools they provide. The options and customization for workflows are not infinite, there are limitations, but the vendor does a great job training and empowering deployment teams in sharing their vision. - Ticket creation and ticket management: I love how easy it is to assign tickets, modify requestors, update ticket notes, and delegate/outsource specific tasks, and assign various statuses for tasks where customers and support personnel may view it.

- This is not a light-weight solution for ticketing and support, I would strongly encourage anyone considering this solution to assign full-time resources for ongoing development of process workflows, depending on how much your organization utilizes workflows for creating tickets and automating repetitive tasks. - Remember, it is cloud-based, and the vendor has provided excellent support for their product. it's also very speedy, but its possible in the future that performance may vary, who is to know. So you a trade-off could be in the future a hit to performance, possibly, and a lack of control, having the data not stored locally. If those ramifications are understood, There are few downsides, presently.

When another ticket management software became too pricey and difficult to work with and customize, we switched to TeamDynamix to save money while retaining most features we need. The user-facing portal was quick and easy to implement, while out of the box features for ITIL-end users was mostly complete, so setup time was minimum. Day-to-day we are now able to still get just as much work done, even though some workflows have changed.

Teamdynamix is a great tool for IT project, service, and incident management. It's clean interface makes it easy for both the end user and technicians to get work done. - Quick to implement with good support - Clean customizable interface for the end user and ITIL views - Easy workflow building - Everything is documented, even automation, so you know all the checks and routing of workflows - Works fast

Teamdynamix is very simple but that can work against you if you have more complicated needs in your IT management. - Design is limited, it was tough for us even to get edge-to-edge or "full-bleed" on the web view. So your horizontal space is limited out of the box. - Every ticket shows all notes, checks, and workflow steps in the "work notes." So if you make a work note and then send it through a workflow, you'll have to scroll down through all the workflow checks that were noted before you can get to technician work notes - While it's very customizable, the system does have it's limitations, so you may have to adjust your workflow when handling tickets.

Overall, been very happy with it. We have been able to get our ticketing and asset app up and running and get over 100 people using it in just under 1.5 years. I think if the cons can be addressed and this app be designed to scale better with a larger enterprise environment, this could be a perfect solution.

I like how simple it is to roll out and deploy. It's not hard to learn to be an administrator and is very intuitive.

There need to be features added, like the ability to have separate "queues" within a single ticketing app. Right now we have almost 20 departments all in one app and everyone can see each other's tickets. Sure everything is separated by the whole ticket type/service/responsible group mapping, but it would be nice to separate it further. Also, there are some inconsistencies, such as how in most of TDX Asset, the devices manufacturer is known as "Vendor," except for when you create a report, in which they refer to this field as "manufacturer." Same thing with Acquisition Date being Acquired in reports, and Location Room being Room in reports only.

We are a high education institution that has been using TeamDynamix for almost two years now. TeamDynamix is about a million times better than our old ticketing system. It has helped my team becomes more efficient in how they handle tickets and our end users are so much happier using this product than our old one.

I absolutely love how TeamDynamix lives and breathes efficiency. This product has helped improve the time it takes for my techs to resolve end users tickets. Another thing I love about TeamDynamix is their support personnel. Every time I have had to reach out to their support, they are always so nice and help to resolve the issue in a very timely manner.

Sometimes I can get a bit overwhelmed with everything I can do in TeamDynamix. While it is not necessarily a bad thing that we can customize so many things, it has been a little bit of a learning curve.

it's always nice to see the company I work for choose a tool I trust and know.

some more customization would be great - although i like what is there

The ability to comment in ticket and keep both the requestor and the rest of my team in the loop is a great asset. Being able to search older or closed tickets aids in productivity, no need to "re-invent the wheel" for re-occuring problems.

We do not integrate TD's asset management with our native asset management system so there is a certain amount of overlap. It is unwieldy to have to use different areas to communicate. If I want to contact the ticket participants, I use "comment" If I want to contact participants AND outsiders, I need to use "update" Perhaps add an option in "comment" to add outside contacts. I don't need all the features of "update" (Such as hours, status, etc) just to throw someone onto a comment thread.

My job has completely transformed since the implementation of TeamDynamix in a positive way. We can understand our workload, see into the future with less uncertainty, and our users have a clear understanding of status.

Easy configuration was a key metric in selecting an ITSM and PPM product. We implemented the ITSM side in 2015 and found it incredibly easy to use, which made our transition to the PPM side in 2017 a no-brainer.

The company is a bit young and small so working with their integration tools and APIs at first was a bit difficult. They have greatly staffed up recently and their toolset has grown to our delight.

No code for administrators on implementation and low overhead

Some integrations were difficult. Wrote a program to get inventory information

It's been great for us. It's simple enough that the professors can quickly enter tickets into the system & then also easy for us to see what needs to be done & complete the tasks in a more organized manner.

I like the way that the software allows you to organize the different windows that are important to you on the desktop. It is also straightforward to enter tickets, view tickets, & edit them when needed.

I wish it would automatically add the Room # (Location) in the title as we always have to open the ticket up to see where the location of the ticket is. (This is at a University).

TDX has evolved each year since we've implemented and I like how they listen to and work with their customers when considering and developing each product enhancements

Our Asset tracking is in place and functional but there is a lot of space for improvement in how the platform integrates asset management with tickets, and the users associated. There is a lot of potential here and we'll be looking towards that as we build our asset inventory out further into the tool.

The software is truly fitting our needs and is completely fulfilling our expectations at this point. I do love TeamDynamix!

Ease of use and overall features of the software. It completely fits our needs. I like the fact that it integrates all the features we were looking for into one package.

It was more difficult to implement than I had hoped. However, this is likely because we had a short timeline and had so much to do in such a short time period, and not a true fault of the software.

They have been fairly responsive and good about working with us to figure out solutions.

They have good handle on all the basics and have a good team who seem to implement things people ask for.

Their API isnt the best and their asset management doesnt have a "mass delete" option

TDX is pretty solid and I believe helps a lot of work order processes and makes things a lot easier to use. I would also like to add. It would be nice to have a function that makes sending messages to bulk work orders a much easier process. Right now I have to go through many hoops to do this. But overall pretty solid system!

+ Easy-to-use interface + modern layout + Custom Desktop shortcuts

- When opening a new work order it opens a new window instead of a new tab which clogs up my display with so many new open windows and it becomes hard to track work orders. I have to manually open work orders to new tabs by the right-click menu.