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Über TeamDynamix
TeamDynamix ist eine No-Code-ITSM-Lösung, die integriertes Projektportfoliomanagement mit unternehmensweiter Integration und Automatisierung bietet.
The ability to attach an asset to a ticket is a game changer for us. I am able to track assets, add contracts, manage tickets, and work on budget requests all in one software platform.
They have a built-in report builder tool that has limited functionality. The product we used prior to TeamDynamix leveraged SAP BusinessObjects for reporting.
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Help Desk Ticketing and Project Management with TeamDynamix
Vorteile:
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.
Nachteile:
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.
In Betracht gezogene Alternativen:
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.
CRM Software that's not quite there
Kommentare: 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.
Vorteile:
Reports are powerful (if a little unintuitive) and the asset management system is good.
Nachteile:
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.
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.
In Betracht gezogene Alternativen:
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.
In Betracht gezogene Alternativen:
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.
In Betracht gezogene Alternativen:
TeamDynamix for Higher Education
Kommentare: Our overall experience using TeamDynamix is great. It was an easy change over from our previous ITSM product.
Vorteile:
The implementation went very smoothly.
Nachteile:
I wish the Search function was easier.
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.
Hodges University Review
Kommentare: Aside from the conversion, TeamDynamix is awesome and the TeamDynamix people are great. [SENSITIVE CONTENT] has been outstanding!
Vorteile:
It's very robust and powerful. The range of function is great with a broad range of applications and capabilities! The support is great!
Nachteile:
The conversion process is painful and time consuming.
New user, but so far, so good
Kommentare: I used our previous issue tracking system for 9 years, so I was deeply familiar with how it worked, and switching to a new product is difficult/frustrating. The best improvement, though, is the reporting/analytics. The reports are much more informative and expansive than our previous solution. Also, this product seems to be more customizable, or at least it's easier to customize, and on the fly. It took forever to make changes to forms and fields in our previous solution because they had to take the app down in order to publish. With TDX, they can publish whenever is convenient, without any downtime.
Vorteile:
I like the automatic routing and easy escalation of tickets based on workflows, as well as the granularity of control that agents have when choosing who to notify with each update. The knowledge base is great; it's easy to attach articles to tickets. Transparency of activity to the customer is great.
Nachteile:
I'm not a fan of how the updates in the feed get out of (chronological) order when a customer replies to a previous email. It makes earlier updates move up the feed so they appear above later updates, so you have to pay close attention to the date/time stamps in order to understand what's currently happening in the ticket. I also don't like how the update fields don't have a rich text editor. It's really clunky to have to include full URLs in comments to clients and not being able to compose instructions with ordered lists is a real problem for us--it's like one of the cardinal rules of providing clear, concise directions for customer support.
Tdx
Kommentare: We started using TDX at the height of the pandemic, and I think a lot of us were fearful switching at such a crucial time but the training and resources made the transition smoother than expected.
Vorteile:
Hi TDX, I've used a number of ticketing systems including Salesforce, service now, spice works, and now tdx. I'm just getting started on creating an application for school of music within the UofM application. I find the trainings and kbs very helpful. I just finished up doing our import for assets. I will say that I struggled a little on the asset import because I wasn't incredibly familiar with how to make some adjustments automated within excel. That said, tdx is a powerful tool and once you can navigate it, it's gold. I think the best function is the flexibility in reporting and the creation of customized forms.
Nachteile:
I think that having everything pop open in its own window is a bit of a learning curve for some, but honestly that can be overlooked.
Great start for immature organizations trying to elevate their Project Portfolio and Service Mgmt
Kommentare: They seem very interested in developing the product's capability based on feedback from the user community. Would like to see greater though leadership and more focus on enhancing the PPM side of the product.
Vorteile:
Moderately user friendly. Basic reports are easy to generate.
Nachteile:
Poorly documented. Vendor needs to develop implementation aids and better training materials. Too much time is wasted researching Knowledge Base articles, many of which don't directly answer the questions. Detailed documentation and guidance around the data structures, how they relate to each other, and guidance for initial setup and configuration would be a tremendous help. Reporting must be significantly enhanced. Trending data should be retained and made available. A standard management reporting package should be provided, along with how the data architecture needs to be set up and maintained to provide necessary reporting. Agile project planning needs to be made comparably more robust and on par with the traditional waterfall method. Hybrid project plans should be more readily supported.
Teamdynamix at FAU
Kommentare: Since the start we have had a great experience with TeamDynamix. From the beginning, they've listened to their customers and have enhanced the tool based on that feedback. They provide great support when needed. They promote collaboration and knowledge sharing amongst their customers and their annual conference is a great way to connect with other customers.
Vorteile:
What I like most about Teamdynamix's solution is that all modules are included in one package and it's up to you what you want to use. Other companies often charge for each module separately. The TDX solution is easy to use and the implementation was very fast.
Nachteile:
I would like to see Teamdynamix create a mobile app. The other thing I'm missing as an admin is the ability to customize the attributes when designing a form. For example, I would like to be able to put two attributes next to each other.
In Betracht gezogene Alternativen:
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.
Transformative ITSM and PPM Product
Kommentare: 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.
Vorteile:
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.
Nachteile:
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.
Easy to learn, powerful tool
Kommentare: TeamDynamix is convenient, powerful, and reliable. It's one of the few tools I can expect to have working seamlessly every morning when I arrive at the office. If I need to search old records or pull data in a way I've never tried before, chances are that TeamDynamix already has that functionality
Vorteile:
It's highly customizable. We have people in different departments tracking different things, but there are no conflicts because everyone sees exactly what they've been given access to and no more. If we don't like something, chances are the administrator can change it.
Nachteile:
It took a while to figure out what customers were seeing when they respond to tickets or use the client portal. There was some confusion over what the "Make comments private (only visible to IT Tickets users)" meant, whether the ticket would be visible to recipients, other departments that hadn't worked on that specific ticket, etc.
New TDX University
Kommentare: TDX is working well for us. The implementation was technically good and well organized. TDX has obviously done a lot of migrations from other ITSM products and helped a lot of new customers. However, the implementation specialist we had [SENSITIVE CONTENT] was technically good at helping us, but he lacked the longer-term experience especially working with education customers that have used TDX for a while and how they have set up TDX and their processes (best practices). It's great that TDX has the communities, and if we find some forms or setup of say a portal or service catalog that someone has designed - TDX can facilitate getting us the code to use that design. We would really benefit from a TDX implementer that could say - I've worked with a lot of schools and these are two ways that this work work the best for you... show us and help us set it up this way.
Vorteile:
Web based, clean design, customizable, TDX knowledge base is amazing. Presales technical staff are fantastic.
Nachteile:
TDX has a lot of shortcomings that worked better in Cherwell. Some things are minor, but improvements could make TDX much more useful and useful for gathering information, troubleshooting, resolving problems. But TDX is a great platform.
Simple, but efficient!
Kommentare: 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.
Vorteile:
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.
Nachteile:
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).
Just getting started
Kommentare: Great customer service. The tool is very large and there are lots of little pieces to it. But it is easy to learn and the sandbox really is a good place to play around with it.
Vorteile:
We implemented this in Februrary ad the more I learn about the product the more I want to learn. I think it has the capability to do a lot of things.
Nachteile:
You really need to learn the TDX lingo. Once that is learned it's easier but it is hard to understand at first.
Use this product, you won't regret it.
Kommentare: We have used 4 other ITSM tools and this one is by far the best one we have used and implemented. They are great to work with.
Vorteile:
This product has many features that are functional and easy to use. It has the ease of use that non-technical people can set it up and do updates. We love that we can also store out assets in it and link them to the Service Desk tickets.
Nachteile:
If there are features missing, the company listens and gets them added.
TeamDynamix is one of the best!
Kommentare: Overall experience has been fantastic!
Vorteile:
The ease of use and the plethora of features available really help track and manage important issues and processes.
Nachteile:
A lot of features are great but there are some that just need some slight improvement to really make it 100%
TDX ITSM & PPM Review
Kommentare: 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!
Vorteile:
+ Easy-to-use interface + modern layout + Custom Desktop shortcuts
Nachteile:
- 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.
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.