TeamDynamix

Pros

They have good handle on all the basics and have a good team who seem to implement things people ask for.

Cons

Their API isnt the best and their asset management doesnt have a "mass delete" option

Pros

I loved the ease of the product setup. They walk you through the process and assign an implementation specialist who meets with you regularly to help. Once set up, reporting is easy, and the incident management process is solid and logical. The product has a fast response time, and the knowledgebase is easy to set up and configure. This product also can be configured for special business process flows if needed.

Cons

I cannot think of something that we truly dislike. The product might be more clear if the Knowledgebase and Services Catalog were merged. That confuses some of our users.

Pros

Honestly, not a whole lot but this was the system in place when I started in my role so I don't really have a choice but to use it.

Cons

There are a lot of things I don't like. It seems like it does not have key functionality that technicians need to manage their tickets and workloads, like calendaring (ability to schedule a meeting or time on a ticket) and it shows on your TDX Calendar, nor does it sync with your Outlook calendar. All tickets come into the "Service Desk" and you need to use an automation rule to get it to the right IT team, instead of having something like a "service board" to automatically direct tickets submitted with that request form to. The system is not very intuitive to learn, and from an admin perspective, there are a lot of things that just don't make sense. For example, I can see "locations" in the admin tool, but can't edit them there; I actually have to go to the Asset Management (or CI/Asset) module and go to locations in TDNext in order to edit "locations".

Pros

Overall, I believe PMI would approve of this PMIS and think for the cost, it is a great platform that does a lot of things we needed that our last product did not. Resource Management, ticketing, etc.

Cons

It's a bit cumbersome at first. The constant popup windows make screensharing a nightmare and the dropdowns don't show on the screenshare. This makes collaboration a bit difficult.

Pros

Easy to learn and use. Very customizable.

Cons

The reporting capabilities aren't great.

Pros

Ever since implementing TDX, we have found nothing but great things about it. It has been a wonderful ESM service for us.

Cons

I have noticed a couple small things that we do not like, such as users are not able to add contacts to tickets after being submitted, but it is a small issue since we had it always available in our previous system.

Alternatives Considered

Reasons for Choosing TeamDynamix

Switched From

Reasons for Switching to TeamDynamix

Pros

The ease of setup and end user interface. The training and support are excellent.

Cons

The inability to assign tickets directly to individual positions out of the box.

Pros

The ease for users to create tickets has been a big productivity increase for the organization.

Cons

The inability for a user to change the status of a ticket makes that process more difficult.

Alternatives Considered

Reasons for Choosing TeamDynamix

Switched From

Reasons for Switching to TeamDynamix

Pros

ITSM features like workflow capabilities, attribute dependencies and collaboration with others within the solution regardless of their access level. Also love the flexibility and ease of use for administrators (minimal training is needed and administrators have the power to make and control changes).

Cons

The PPM module still has some growth to be match a lot of the amazing features on the ITSM module.

Alternatives Considered

Switched From

Reasons for Switching to TeamDynamix

Pros

Being able to customize services to meet our organizational and process needs. Also, the ability to create services not just for IT but for all departments and divisions of our university. TDX makes it easy to turn paper/physical processes into something digital and more automated.

Cons

I feel like every time I start a new project in TDX, I am able to get 99% of the way to the goal without issues. There is always a 1% limitation where I have to get creative and bend TDX to get what I need done. It always requires a bit of extra work but it's doable.

Pros

The features are all very powerful and customizable. If you want a form or user portal to look a certain way, you can do it. If you need a specific report done, you can do it. You can also create as many instances of an app as you want, so you can use it across the organization.

Cons

There are a few processes that feel like they should be simple that really aren't. For example, sending someone an email through a ticket requires creating a comment, making the comment public, then selecting the user from the contact list to send the message.

Pros

The ease of use and the plethora of features available really help track and manage important issues and processes.

Cons

A lot of features are great but there are some that just need some slight improvement to really make it 100%

Pros

The job gets done and they help. I fine them to be very helpful with all of their tools

Cons

It was a little confusing in the beginning but they have helped us a great deal.

Pros

TeamDynamix has great reporting capabilities and an easy to use client portal. Loads of features and customizations to help make the platform work best for your organization.

Cons

The UI opening new windows on most clicks is not ideal, and there are a few odd choices in functionality, such as surveys taking 24 hours to go out. Would like an easier way to manage parent/child ticket relationships.

Pros

The part of this software I use the most on a daily basis is project management. This includes the project request form, the scheduling of project tasks, notifications through the system to customers, stakeholders, and the dev team. Other areas around our campus use different software and it's clear the differences with IT using TeamDynamix and them not.

Cons

The only thing I can say about a part of the software that might need to be a little better is just onboarding for new employees who use the service. There are so many different applications and uses with this software that it can be a little overwhelming at first. I will say they have a great customer knowledge base that has an article for just about any issue you might come across.

Pros

I love the ability to integrate TD with the tools I need to manage our resources, and the reporting gives me everything I need to make sure our operations are running efficiently.

Cons

Our custom attributes make it easy to tie data to tickets and assets, but with lots of people customizing the tool for their needs, it can become very complex and convoluted. It takes a good amount of effort to keep it clean.

Alternatives Considered

Reasons for Switching to TeamDynamix

Pros

I like the automatic routing and easy escalation of tickets based on workflows, as well as the granularity of control that agents have when choosing who to notify with each update. The knowledge base is great; it's easy to attach articles to tickets. Transparency of activity to the customer is great.

Cons

I'm not a fan of how the updates in the feed get out of (chronological) order when a customer replies to a previous email. It makes earlier updates move up the feed so they appear above later updates, so you have to pay close attention to the date/time stamps in order to understand what's currently happening in the ticket. I also don't like how the update fields don't have a rich text editor. It's really clunky to have to include full URLs in comments to clients and not being able to compose instructions with ordered lists is a real problem for us--it's like one of the cardinal rules of providing clear, concise directions for customer support.

Pros

- Despite being cloud-based, it has a very responsive web-based user interface, no complaints at all about responsiveness and speed of rendering pages
- A clean and simple UI design, a very important factor when considering the varied user types who will consume this service. I work on a University campus, and intuitive and clear interfaces are absolutely necessary
- Flexible support workflows. When considering how to utilize TeamDynamix, consider all the processes your business or organization perform in its various ways, and consider how you can increase efficiency of our organization by creating workflows for delegating permissions, signing authorization forms, submitting helpdesk tickets. I am very impressed with how flexible, and how the team that developed this software thought about how to bring about these changes within an organization adopting this software. As you design a process workflow, you can modify, diagram, and convey information to the end-users in a meaningful and elegant way, based on the tools they provide. The options and customization for workflows are not infinite, there are limitations, but the vendor does a great job training and empowering deployment teams in sharing their vision.
- Ticket creation and ticket management: I love how easy it is to assign tickets, modify requestors, update ticket notes, and delegate/outsource specific tasks, and assign various statuses for tasks where customers and support personnel may view it.

Cons

- This is not a light-weight solution for ticketing and support, I would strongly encourage anyone considering this solution to assign full-time resources for ongoing development of process workflows, depending on how much your organization utilizes workflows for creating tickets and automating repetitive tasks.
- Remember, it is cloud-based, and the vendor has provided excellent support for their product. it's also very speedy, but its possible in the future that performance may vary, who is to know. So you a trade-off could be in the future a hit to performance, possibly, and a lack of control, having the data not stored locally. If those ramifications are understood, There are few downsides, presently.

Pros

Our ability to configure and modify the product to meet our needs.

Cons

Project and Ticket time reporting. Lack of best practice examples in the KB.

Alternatives Considered

Reasons for Choosing TeamDynamix

Reasons for Switching to TeamDynamix

Pros

I really appreciate the ease of use of managing assets. There are times an asset might not work well and I've had tickets come in where I could see a history of issues and I can better consult with them and determine if an asset needs to be replaced or not vs just having another technician work on it again and perform the same troubleshooting steps.

Cons

Most of the issues I've run in to were a user error problem. I've run in to cases where we had a lot of duplicated assets and through some confusion I've deleted the wrong one. Often times I also have to email people outside of the ticketing system because the email from the ticket might be ignored, maybe because of the way the emails are formatted. Still looking in to this though.

Pros

I like the way that the software allows you to organize the different windows that are important to you on the desktop. It is also straightforward to enter tickets, view tickets, & edit them when needed.

Cons

I wish it would automatically add the Room # (Location) in the title as we always have to open the ticket up to see where the location of the ticket is. (This is at a University).

Pros

The software has all aspects of the project as it includes baselines, resource pool, plans, portfolio, budget, service type, scope definition, risk register, calendars, resource time management, brief case where you can upload the project documents such as plans, lessons learnt, project.
It is easy as a team to mark projects with issues ( yellow/ red) for follow-up or mitigation.
It integrates with Active directory
It is web based which facilitates working offsite with the need for VPN or having client app installed on the machine used.
Easy tool to monitor teams tasks and project workloads.

Cons

Project plans created in MS project need to be saved in XML format before being imported to teamdynamix. I would have preferred if it was a straight forward import.
There is no MAC OS client.

Pros

Easy configuration was a key metric in selecting an ITSM and PPM product. We implemented the ITSM side in 2015 and found it incredibly easy to use, which made our transition to the PPM side in 2017 a no-brainer.

Cons

The company is a bit young and small so working with their integration tools and APIs at first was a bit difficult. They have greatly staffed up recently and their toolset has grown to our delight.

Pros

Teamdynamix is a great tool for IT project, service, and incident management. It's clean interface makes it easy for both the end user and technicians to get work done.

- Quick to implement with good support
- Clean customizable interface for the end user and ITIL views
- Easy workflow building
- Everything is documented, even automation, so you know all the checks and routing of workflows
- Works fast

Cons

Teamdynamix is very simple but that can work against you if you have more complicated needs in your IT management.

- Design is limited, it was tough for us even to get edge-to-edge or "full-bleed" on the web view. So your horizontal space is limited out of the box.
- Every ticket shows all notes, checks, and workflow steps in the "work notes." So if you make a work note and then send it through a workflow, you'll have to scroll down through all the workflow checks that were noted before you can get to technician work notes
- While it's very customizable, the system does have it's limitations, so you may have to adjust your workflow when handling tickets.

Pros

It's easy for all of the Technicians to find their tickets and update everything

Cons

We would really like to use PowerBi without iPaas or custom integrations. It would also be nice if the custom domain was included with every setup.

It would really be nice to have a SIP client for the help desk to use the web interface and webRTC to take, and attach calls to a ticket, maybe even record those calls in the ticklet.