Ticket Notifications in TeamDynamix

This article will explain best practices for notifying requestors and others when updating TeamDynamix tickets, including professionalism guidelines and when to add additional people.

Quick Links: | Updating Tickets and Communicating Professionally | Adding People to a Ticket | When to Notify the Requestor | When to Notify Others |

Updating Tickets and Communicating Professionally

By default, the requestor is notified when a ticket is updated. If you do not want the requestor notified, or you want to notify additional people, you must update the notification settings manually. For step-by-step instructions, see Managing Tickets in TeamDynamix.

When writing updates, remember:

• Always assume the requestor or others may see your comments, even if marked private.
• Keep communications professional, clear, and free of jargon.
• Most customers see notifications as emails — include enough context so your message makes sense to non-technical users.

Adding People to a Ticket

You may need to notify someone not directly assigned to the ticket (such as a supervisor).

1. Open the ticket.
2. Select the People tab.
3. Start typing the person’s Chico State email address or click the magnifying glass to search.
   
    
4. Select the person and click Add.

The added person will appear as someone who can be notified when the ticket is updated, and they will have access to the ticket in the Client Portal.

When to Notify the Requestor

Notify the requestor in the following situations:

1. When changing status from "New" to "Open" or "In Process."
   • Courtesy acknowledgment that their request is being worked on.
   • Especially important when the requestor submitted their own ticket.
2. When you need information from the requestor.
3. When there is a major update.
   • Example: letting them know when an equipment order has been placed.
4. When the ticket is closed.
   • Notifies the requestor that work is complete; they can reopen the ticket by replying.

When to Notify Others

Usually, only the requestor needs notification. However, in certain situations, you may need to notify others:

• If the ticket is assigned to a group, notify group members.
• If supervisors, managers, or other technicians need to provide input.

Clicking in the Notify box will show the list of all contacts on the ticket. 

 Still need help? Contact IT Support Services for further assistance.
  
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