TeamDynamix Erfahrungen

Great tool with great people behind it.

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

Vorteile:

Ease of use. Powerful reporting. Team behind it.

Nachteile:

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

TeamDynamix is the best ITSM solution I have used

Kommentare: TeamDynamix' support has exceeded beyond my expectation. They are quick to respond, are transparent with what they are working on and listen to their customer's ideas for improvements.

Vorteile:

ITSM features like workflow capabilities, attribute dependencies and collaboration with others within the solution regardless of their access level. Also love the flexibility and ease of use for administrators (minimal training is needed and administrators have the power to make and control changes).

Nachteile:

The PPM module still has some growth to be match a lot of the amazing features on the ITSM module.

Good tool, but PPM needs attention

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Streamlined Service Desk

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

Vorteile:

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

Nachteile:

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

Great platform for service management needs

Kommentare: 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.

Vorteile:

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

Nachteile:

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

Good overall

Kommentare: 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.

Vorteile:

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.

Nachteile:

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 Experience With TeamDynamix

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

Vorteile:

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

Nachteile:

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.

TD from an ed-tech perspective

Kommentare: Adopting TD has allowed us to mature as an organization.

Vorteile:

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.

Nachteile:

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.

An Excellent Tool: TeamDynamix

Kommentare: Overall, I have had a great experience with TeamDynamix. It has been incredibly helpful in organizing projects and tracking service requests. I highly recommend it to any business looking for a comprehensive project management solution.

Vorteile:

TeamDynamix is an incredibly user-friendly platform that is perfect for businesses of all sizes. With a variety of features, it offers a comprehensive solution to project management and service request tracking. The reports feature is especially useful, allowing me to quickly access data and generate reports.

Nachteile:

TeamDynamix can be a bit overwhelming for first-time users. The interface has a lot of options that can be difficult to navigate and the learning curve is quite steep.

TeamDynamix for government Incident Management

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Chatham University TDX integration

Kommentare: So far, so good...
It has been a pretty decent integration.
Andrey has been wonderful with helping and answering questions, and getting the answers if he didn't know off-hand the solution to problems.

Vorteile:

I like the layout of the Desktops and the way you can kind of customize the Desktops and make different desktops for different purposes. Ticket management is pretty straight forward, and I am able to use it just fine. I like being able to have and use response templates. I really like the client portal. It seems like it will be very user friendly for us (our clients) to use and I think it will become more and more useful as we add function and content to it.

Nachteile:

Here are the things I don't like: - You can not edit an update after it is saved. Web Help Desk allowed for that and it was a HUGE game-changer! - You can not highlight, use different fonts, bold, italic, or underline text or make anything a different color in the body of an update or anywhere in the ticket...Nothing to call attention to important content except maybe typing in all caps... - All the attachments are grouped together and off to the side. It would be very helpful to attach the attachments to the actual update you are working on or others are looking at, instead of having to refer to the list of attachments off to the side and have to (have someone) hunt the attachment down. - also not liking the fact that when looking at the tickets in the list of 'group tickets' or 'my tickets' there is not a better way to know what the ticket is for (can't see the description) except for the few words in the 'title' or 'subject' of the ticket. Can't count on clients to be precise and informative in one line. - Are the tickets acquiring their numbers by all people using Team Dynamics or just Chatham? It seems like there is a huge gap between numbers for it to be just Chatham, considering we haven't gone 'live' with TDX yet, don't have many people using it yet, etc...

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

Vorteile:

- 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.

Nachteile:

- 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.

IT Management Made Simple (Almost To A Fault)

Kommentare: 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.

Vorteile:

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

Nachteile:

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.

Very simple ticketing and asset app, but needs enhancements

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

TeamDynamix

Vorteile:

Ease of customization and responsiveness of the company.

Nachteile:

We would like to have a mobile app designed for technician use. We would like end users to be able to submit assets in incident tickets that aren't assigned to them.

Asset History

Vorteile:

I really appreciate the ease of use of managing assets. There are times an asset might not work well and I've had tickets come in where I could see a history of issues and I can better consult with them and determine if an asset needs to be replaced or not vs just having another technician work on it again and perform the same troubleshooting steps.

Nachteile:

Most of the issues I've run in to were a user error problem. I've run in to cases where we had a lot of duplicated assets and through some confusion I've deleted the wrong one. Often times I also have to email people outside of the ticketing system because the email from the ticket might be ignored, maybe because of the way the emails are formatted. Still looking in to this though.

The Expereinces of a Tech thrown into the admin position

Kommentare: It has definitely helped me make our ticket process run more smoothly and has made it much easier to keep track of what is and isn't getting done.

Vorteile:

The ability to setup automation for ticket distribution has been incredibly useful as our our IT team is small and can't dedicate someone to assigning every ticket. Also I've found most of the controls and features to be fairly intuitive and easy to figure out just by looking at them, which is useful for me personally as I was basically just thrown into the system and told to run it.

Nachteile:

I have found navigating the backend UI to be a bit clunky at times. IE: if I click the name of a user there is an option to see tickets they have submitted, not tickets they are assigned. Also there is not, that I have seen, a way to see how many times a knowledge base article has been viewed, which would be useful in tracking how often the knowledge base is used.

TeamDynamix

Kommentare: Excellent. Support is fantastic. All our technicians are happy using the system. Allows us to voice our opinions and address those in the upgrades where possible.

Vorteile:

Easy to implement. Minimal coding is needed. Powerful. Allows automation.

Nachteile:

It does not allow creating new custom email notifiacations. The Support Reply email often is confused by the end-users when submitting new requests, thus the emails don't get processed.

TD Features for Endusers

Vorteile:

The fact that you can move your layout arrangement to fit your workflow

Nachteile:

Creating and assigning "task" features at time were not user friendly

Better than other ticketing systems

Vorteile:

The reporting ability of TDX is unmatched. The ability to drill down to specific items/users including custom information is a key factor in our support model.

Nachteile:

It can be overwhelming for new users if they are given too much access or not properly trained.

Lots of Features, but Some Difficulty

Vorteile:

I like that we can run ticket reports and create workflows within TDX.

Nachteile:

Several functions that are important to Help Desk work have been hard to achieve even with our representative's help. We are still not able to get a ticket to automatically change to a "Waiting on technician" or "Waiting on Customer" type of status depending on who has responded last. That is a functionality I miss about our old system.

Team Dynamix works well

Kommentare: It was a little confusing in the beginning but they have helped us a great deal.

Vorteile:

The job gets done and they help. I fine them to be very helpful with all of their tools

Nachteile:

It was a little confusing in the beginning but they have helped us a great deal.

Hight Education-Oriented ITSM and PPM Platform

Vorteile:

The ITSM platform is highly customized toward the needs of Higher Education IT Support organizations. Based on the core higher-education customer base, TD is well aligned with these needs, adjusting product features and functionality based on customer feedback.

Nachteile:

The project and portfolio management side of the platform could use some improvements to maintain relevance amongst competitors.

TeamDynamix is better than email

Kommentare: Switching from doing everything in email TeamDynamix has really made it easy to see where a request is at and make updates so we all know what is going on.

Vorteile:

It's easy for all of the Technicians to find their tickets and update everything

Nachteile:

We would really like to use PowerBi without iPaas or custom integrations. It would also be nice if the custom domain was included with every setup. It would really be nice to have a SIP client for the help desk to use the web interface and webRTC to take, and attach calls to a ticket, maybe even record those calls in the ticklet.

ITSM Review

Vorteile:

I like that different areas of the college (HR, IT, Finance) can have their own ticketing application and tickets can easily be moved between them

Nachteile:

Our sandbox environment is forgotten about during training and build out. The production environment is always suggested to be used.