How to Track IT Tickets (Client)

Table of Contents 

1. Viewing my submitted tickets
2. Canceling or withdrawing my ticket
3. Checking the status of my ticket
4. Finding my ticket

Viewing my submitted tickets

Ticket requests can be viewed a few ways for tracking purposes:

• Click the link in the “Request Created Successfully” window that opens right after the ticket is submitted.
  
• Click on the ticket number link in the response email received after the ticket is submitted.
  
   
• On the TeamDynamix home page, click Services in the top menu, then click Ticket Requests in the submenu to view all ticket requests. (Note: The list is defaulted to view only “New, In Process, and On Hold” tickets, however, you can use the Status Class filter to view any or all statuses. There are other search and filter options as well.)  Find your ticket, and click on the title link to open the ticket.
  
   
• See the attached document: 3 Ways for Client to View Ticket After Submitting.docx
• Technicians: See Track IT Tickets (Technician) for viewing tickets in TDNext.

Canceling or withdrawing a ticket

• Navigate to the detailed view of the ticket you wish to update, using one of the three ways mentioned above.
• Click the red Withdraw Request button at the top.
  
• Check the reason you are withdrawing the ticket and leave a comment, if applicable.
• Click the green Withdraw button at the bottom.
  
  
• When asked to verify that you wish to withdraw the request, click OK. The page will refresh and the status of the ticket will automatically update to Cancelled.
   

Checking the status of my ticket

• Go to the TeamDynamix Home page
• If you do not see your name displayed in the top right corner of the screen, click the Sign In link and log into the site.
  
• Click the See My Requests button on the Home page, to see the tickets that have been submitted.
  
• Click on the ticket title for a detailed view of the ticket.
  

Finding my ticket

• If your ticket does not display on the Ticket Requests page, choose Select All in the Status Class box at the top.
  
• On this screen, you can search for your ticket. For example, if you have a lot of open tickets, use the Created field to narrow down your search. To see if a ticket has been marked as Completed or Cancelled, change the Status Class box to include those statuses.

Technicians: See Track IT Tickets (Technician) for instructions.