Great tool with great people behind it.

The team is amazing. They listen to customers and work to constantly improve the product. It is great value for the money.

Pros

Ease of use. Powerful reporting. Team behind it.

Cons

Mobile experience is not as feature rich as the desktop version and is not as easy to use.

Great platform for service management needs

Ticket volume has increased, but so have user satisfaction scores. Time to resolve has decreased. More and more departments are seeking to use it for their own service management.

Pros

TeamDynamix makes tracking and reporting tickets and projects easy. It has multiple layers of built-in automation out of the box.

Cons

The search features in TeamDynamix aren't the best. Currently, dashboards do not display data in real-time.

CRM Software that's not quite there

Used for IT support at a higher education institution. Seems... fine. Less bells and whistles than ServiceNow but that's ok, we don't need them and they are generally overcomplicated. Simple is best, but there's some QoL improvements that will help it flow better.

Pros

Reports are powerful (if a little unintuitive) and the asset management system is good.

Cons

The software is constantly opening up new windows for every asset record or ticket that is opened. It's very frustrating and they easily get lost amid the other windows that I have open. Also, there is no dark mode, so it is very harsh on the eyes with no alternative scheme for those that would prefer it.

TD from an ed-tech perspective

Adopting TD has allowed us to mature as an organization.

Pros

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.

Cons

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.

Good overall

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.

Pros

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.

Cons

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.