TeamDynamix: Adding and Managing Ticket Contacts

Step-by-step

Find a Ticket Where You Are Listed as a Contact

If you believe you have been added as a contact on a ticket but have not received a notification, you can confirm this in the Ticket Requests section of the TeamDynamix portal. Any tickets where you are listed as a contact will appear in your request list. Make sure the option 'Include requests that I am listed as a contact on' is selected.

 

Add a Contact Upon Ticket Creation

The easiest time to add contacts is while you are filling out the request form:

  1. Locate the Contact Field
  • Most ticket request forms include a section for adding additional contacts. Use this field to include anyone who should be associated with the request.
  1. Add Multiple Contacts
  • You can add more than one contact. Search for each person by name or NSID.
  1. Enable Notifications
  • Check the “Notify Contact(s)” box to make sure the contacts you added receive a notification that they have been included on the ticket.

 

Add a Contact After a Ticket Has Been Submitted

If you need to add someone as a contact after a ticket has already been submitted - either because you realized they should have been included or they requested to be added - there are two ways to do this:

Through a Comment on Your Ticket 

  1. Navigate to your ticket in the Ticket Requests section of the TeamDynamix portal.
  2. Add a comment requesting that the person be added as a contact. If you know the person's NSID, include it in your comment to ensure the correct person is added.
  3. Once the agent assigned to your request has added the additional contact(s), you will be able to select them in the Notify field when adding comments to the ticket.


Through Replying to your Original Ticket Creation Email

  1. Locate the Original Email

    • Open your email inbox and search for the message with the subject line “Request Created Ticket”. This is the email you received when the ticket was first created.

  2. Reply to the Email

    • Click Reply (not Forward) to ensure your response is linked to the original ticket.

  3. Add Additional Contacts

    • In the Cc field of your reply, enter the email addresses of the contacts you want to include.

  4. Send Your Reply

    • Confirm the details and click Send. Your reply will update the ticket and notify the added contacts.
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