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TeamDynamix

What is TeamDynamix?

TeamDynamix is a cloud-based platform that provides a centralized solution for customers to access services and submit support requests through the web interface. Technicians can track work and communications efficiently through ticket completion. Future enhancements include integrations with other IT systems, a knowledge base for end users, and integrated project management.

What will happen to my old ticketing information?

Starting in 2025, Cherwell (our old ticketing system) will be retired, and TeamDynamix will replace it. While tickets from Cherwell won’t be directly migrated to TeamDynamix due to system differences, historical data will remain accessible for reporting purposes.

What are some benefits of this change?

  • Reduces administrative overhead with a no-code ticket management platform.
  • Streamlines workflow automation and routing.
  • Offers easy and flexible configuration to reduce administrative burden.

What enhancements have been made to our IT services?

We have created an automated service portal with an integrated knowledge base to enhance IT service delivery. Customers can interact using their preferred methods, including phone, email, or online.

Customer Portal Overview

A two-minute overview of the TeamDynamix customer portal, service catalog, and ticket submission.
**Note: This is a general TDX video and does not reflect the specific setup or functionality available at go-live.

Ticket Creation by Technicians

A seven-minute walkthrough of creating a ticket in TDNext, the web client used by technicians.
**Note: This is a general TDX video and does not reflect the specific setup or functionality available at go-live.

Frequently Asked Questions

Question Answer
Why are we replacing Cherwell? Ivanti purchased Cherwell in 2021, with its end-of-life announced for December 2026. Due to ongoing stability issues and dissatisfaction with Cherwell, we decided to transition to a more suitable service management platform.
Why did we select TeamDynamix (TDX)?
  • Higher education-focused features.
  • Supports separate applications for campuses and business units.
  • Unlimited customer and user licenses.
  • Integrated project portfolio management features.
  • Codeless system configuration for ease of use.
What functionality will be included when we go live?
  • A customer self-service portal with a service catalog and knowledge base.
  • Service requests, incident management, and dashboards for ticket tracking.
  • Optional change and asset management for IT units.
Will Cherwell tickets be migrated? No. Due to differences in systems, migration is not feasible. Historical data will remain accessible for reporting purposes.
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