What Is It?
TeamDynamix (TDX) is a IT Service Management portal, in common terms a ‘ticketing system’. But more than that, it offers a Client Portal that allows you as Lipscomb employees and students to look up information and help resolve your own issues before/instead of contacting IT for the more common issues and errors that we see. This is called ‘Self-Service’, and may help to reduce the time needed to resolve an issue.
Who Is Eligible to Use It?
Anyone may view the Client Portal homepage and services. Certain services allow for a public use and may submit a request. Most services and all of the knowledgebase are limited to Lipscomb employees and students.
How Do I Contact the Helpdesk?
You will still be able to submit a ticket by emailing helpdesk@lipscomb.edu. In addition, the web address of helpdesk.lipscomb.edu will not change, but it will look and work differently as you can see in some of the screenshots below. We hope this new tool will help IT provide better communication and support to the Lipscomb community.
Based on employee and student feedback, we will also be eliminating the use of the current off-site after-hours support with this change. After-hours callers will be prompted to leave a voicemail or submit a ticket via email or through the helpdesk.lipscomb.edu site, and IT staff will respond the next business day instead of speaking with third-party support. Although our summer Help Desk hours are limited to office hours, our Help Desk will be staffed for extended hours into the evening and on the weekend during the fall and spring semesters as normal.
How Do I find things?
The landing page of the Client Portal gives you the opportunity to navigate through a number of different areas:
- Be sure to "Sign In" (red circle, upper right) in order to view articles and article links.
- You can submit a new ticket by clicking the link (red arrow, center)
- You can use the ‘Search’ box at the top of page to search Services and KnowledgeBase by keywords.
- You can use the ‘Quick Links' (diagonal green arrow) on the bottom left to check your existing tickets, get to the status page for outages, and other regular issues.
- You can go to the KnowledgeBase pages to navigate the categories ( center left green arrow).
How Do I Use It?
Walk-Through Video: Look for the Walk -Through video as an attachment linked on the right side of the page.