Overview
TeamDynamix is a highly configurable Enterprise Service Management System (ESM) for work, knowledge, and other service management and reporting functions.
What's Included
For Your Department
Form-Based Ticketing
Departments may request the creation of ticketing forms for customers to submit service requests.
Ticketing Reports
Staff will collaborate with departments to create reports that help measure and monitor service delivery effectiveness.
Ticket Routing
Tickets can be directed to specific groups or queues based on the information provided in the ticketing form.
Agent Desktops
Modules on desktops enable agents to view, update, and respond to service requests through a unified interface.
Service Level Agreements (SLAs)
Service level agreements enable departments to establish response and resolution deadlines for customer requests.
Knowledge Base (KB)
The knowledge base serves as a centralized portal where self-service information, such as how-to articles, is shared. Departments can also use the KB as an internal knowledge repository.
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For Your Customers
Service Pages
Service pages are informative resources that detail services for customers. The information should be concise yet comprehensive.
Knowledge Base (KB)
A knowledge base is a central hub for disseminating self-help information, including how-to guides. Departments can link their knowledge base articles to corresponding service pages.
My Tickets & Requests Page
Through the My Tickets & Requests page, both students and employees can review and modify any requests they have made to any department.
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