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Why we are switching to this new support site?

What is the big news?

  • eLearning, IT, Enrollment Services, Institutional Research, the learning centers will be rolling out a new ticketing system called TeamDynamix to replace the Parature support site. The new TeamDynamix support site goes live on Tuesday, June 26th.

How do I submit a support request?

  • You can submit a support request (you may also know this as a ticket) by following this tutorial.

How will my life be different?

  • This process will be the same as you are used to.  You can go to the support site (https://my.tacomacc.edu/support), provide the information for your request and submit your ticket.  

  • You can also still send in emails, but we have a new email address to send your support requests to, support@tacomacc.edu.  

  • The system is highly transparent. You will be able to see who is working your ticket, at any time.  

  • When creating tickets yourself the system will be looking for specific data attributes to ultimately make the process of gathering the right information more focused, and in the end provide a better technology support experience to you.

  • The look and feel will be different from Parature.  It will require some patience and understanding as you learn to navigate a new software tool.

  • As the TCC community adjusts to the new system, more features and functions of the tool will be implemented. The system has some powerful features including structured data and metrics that will allow us to better track its support performance, improve accountability of ourselves, and in the end provide a better customer support experience for you.

Why are we moving support requests out of Parature?

  • Microsoft purchased Parature last year.  After significant cost increases, they have declared it an end of life product and requested that everyone move off of it because they will no longer be hosting or supporting it.  We needed to find a new system.  After many months of research and testing, TeamDynamix was the chosen product.

What is TeamDynamix and why did we decide to select it for our new support system?

  • TeamDynamix (TDX) is a software vendor located in Columbus, Ohio. Their primary products are those that support technology service desks and project management practices. We chose TDX after a vendor evaluation.  

  • Their target market is higher education. We talked with other WA colleges and universities using TDX and all were pleased with the system. TDX has a strong customer community that works closely together to share knowledge and best practices. They also met our accessibility requirements.  

What will happen to Parature?

  • We will export all past ticket data and after June 30th, Parature will no longer be available.

What about all the tickets that are still in Parature, what will happen to those?

  • We will move all open tickets in Parature into TeamDynamix.  All closed tickets will not be moved.  We will be able to review those in the Excel export that we have.

What will happen if I send an email to eLearning@tacomacc.edu, online@tacomacc.edu, itsupport@tacomacc.edu?

  • We are focused on the new support@tacomacc.edu email, but if you send an email to one of those old email addresses, you request will get forwarded to the new support site.   

What are some of the cool features in TeamDynamix that are not available in our current ticketing system?

  • Transparency. It will be very easy to see who is working your ticket at any time.

  • A list of all of the services that we provide.  Using the service catalog, you will be able to find the service that you would like to request and ask us to complete it.

How soon will I see these benefits?

  • It may take a few months for us to have the system running with the same efficiency as we had with Parature, a system we had been using for 6 years.  We will still be here to provide top notch customer service.

How will the new TeamDynamix system benefit me?

  • The bottom line implementing TDX is to continue to raise the bar in providing great customer service to all of you. What does that look like? Better visibility of how we are working a ticket. Better communication of the status of your ticket and managed expectations.

Is the TeamDynamix ticketing system accessible?

  • Yes. TeamDynamix was tested for conformance with accessibility standards, and passed with only minor issues. If you encounter accessibility issues when using TeamDynamix, please let us know!

What do you need from me?

  • We need your understanding. Like any major software implementation that affects the entire campus community it will require adjusting to change. An organization only has so much capacity to absorb change, and we are trying to be mindful. Please be patient as there will no doubt be issues that come up and will be addressed just as promptly as we can. The good news about the system is that it is highly configurable and most changes can easily be done without software engineering support.

  • We need your engagement and feedback. To provide feedback please email csoran@tacomacc.edu. The best way to get the system optimally configured is with your participation, support and input. We are all ears. We want to hear from you – what is working, what is not.

 

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Details

Article ID: 32441
Created
Thu 6/22/17 1:22 PM
Modified
Mon 6/26/17 7:41 AM