So far, so good... It has been a pretty decent integration. Andrey has been wonderful with helping and answering questions, and getting the answers if he didn't know off-hand the solution to problems.

- 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.

It is mostly positive. It has been relatively quick and the ability to upload documentation and images is very nice. One thing that bugs me is that attachments open in new windows/tabs and I don't see an option to set how you'd like that to happen. It would be nice to have a document always open in a new window. It would also be great if I could set tickets to open in a new tab instead of new windows but I don't see that as an option either. The workflow overall is pretty good and writing reports is pretty powerful yet simple. The day-to-day ease of use could be improved though. Also, support for high-efficiency HEIC images would be great. JPEG and PNG are good but a lot of newer phones shoot in HEIC by default. It would also save some space with attachments.

I used our previous issue tracking system for 9 years, so I was deeply familiar with how it worked, and switching to a new product is difficult/frustrating. The best improvement, though, is the reporting/analytics. The reports are much more informative and expansive than our previous solution. Also, this product seems to be more customizable, or at least it's easier to customize, and on the fly. It took forever to make changes to forms and fields in our previous solution because they had to take the app down in order to publish. With TDX, they can publish whenever is convenient, without any downtime.

TD is easy to learn and easy to build processes with. It helped me drive maturity across our organization and implement processes that make it easier to operate our support organization.