Ticket management has never been easier

Pros

Teamdynamix is highly customizable and easy to use. Creating reports and automated procedures is a snap.

Cons

Some issues encountered with compatibility with other softwares, particularly for billing purposes. Auto refresh for lists would be helpful also.

Team dynamix is a great product

The tdx folks are great to work with. They respond to tickets I submit typically within an hour of submitting them. Always kind and professional

Pros

Tdx is flexible and easy to configure. I can almost always provide the functionality my clients and technicians need.

Cons

It is hard sometimes to find where certain setups are done especially things you don’t do often. Also, it needs the ability to better integrate project tasks and tickets

Good tool, but PPM needs attention

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.

Pros

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.

Cons

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.

A great product with a lot of robust features

TeamDynamix has allowed us to continue to support our end users with a robust tool that all of our students, faculty, and staff have access to. Since we have switched to TeamDynamix, we have had at least 5 other departments decide to offer support through TeamDynamix. In addition, we are in the process of deploying TeamDynamix's Project Management tool for IT usage and expect for other departments to be interested in the tool as well.

Pros

Support with this software is AMAZING! Any time we have ever had an issue or question, TDX support has been there quickly to address our concerns and help us get back up and running. The do not have customer service reps at a call center that only know a limited amount about the software. When you reach out to support you will speak with someone that knows the application inside and out. Their implementation and support team are willing to take time with you to ensure that you fully understand how the various components in the application work.

Cons

Reporting could be much better. They have a built-in report builder tool that has limited functionality. The product we used prior to TeamDynamix leveraged SAP BusinessObjects for reporting. We had the ability to build custom multipage reports, that were customizable to our specific requirements. Although TeamDynamix does have a reporting tool that can provide you most of the information you are looking for; many times it requires you to run multiple reports and manually combine the reports to get the desired outcome. Also, the administration portal can be somewhat clunky. It can be difficult to locate the exact feature that you want to modify. However, with regular usage, you can easily learn where everything is located.

A fast cloud-based central service support portal that is configurable and flexibly-designed.

Pros

- 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.

Cons

- 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.