TeamDynamix (TDX) - Use Forms to Submit Issues to Reduce Frustration and Save Time

Overview

Use a TeamDynamix (TDX) Form to ensure your issue reaches the right group with the correct information quickly.

Forms Reduce Frustration and Save Time

Forms reduce frustration by prompting for necessary information and good contact details for effective communication. Forms save time by:

• structuring information,
• prioritizing the Ticket,
• setting attributes, and
• transferring the Ticket to the correct Support Group, avoiding delays.

The Process When Submitting by Form

1. The Form prompts the Requestor for all information necessary to prioritize and triage the issue, along with a good contact method.
2. TDX uses the Form to create the Ticket and automatically transfers it to the Support Group that can assist.
3. The Support Group triages the Ticket.
4. The Support Group solves the issue and resolves the Ticket.

The Process When Submitting by Email

1. Requestor types an email describing their issue and sends it.
2. TDX receives the email and creates a generic Ticket assigned to the IT Service Desk (ITSD) queue.
   • Pitfalls and Time Sinks:
     • The information provided is unstructured and may be insufficient to resolve or even begin working on the issue.
     • The Ticket will have the standard lowest Priority until it is manually processed by ITSD.
     • A good contact method may not be provided.
3. ITSD triages the Ticket and assigns it to a Support Group queue for assistance.
   • Pitfalls and Time Sinks:
     • Live contacts (phone calls and chats) take precedence over managing the Ticket queue.
       • During heavy volume this can be a significant delay.
     • With no indication of Priority, the Ticket is processed in the order it was received.
     • ITSD must manually parse the Ticket to conduct triage.
       • Necessary information may be unclear or missing entirely.
       • Lack of a good contact method hinders any follow-up with Requestor.
     • ITSD must manually update the Ticket, setting Priority, Service, and any other needed attributes.
     • If ITSD cannot resolve the issue in the Ticket, they must manually transfer it to a Support Group queue for assistance.
4. The Support Group triages the Ticket.
   • Pitfalls and Time Sinks:
     • The Ticket may not have been given the correct Priority, leading to delays in processing by the Support Group.
     • If the Ticket lacks enough information, it may be misrouted, requiring it to be returned to ITSD for review and re-routing.
     • Information may still be missing or unclear, necessitating further follow-up, as ITSD are not experts in every possible issue.
5. The Support Group solves the issue and resolves the Ticket.