What are best practices for customer-focused ticket management in TDX?


The following is a guide for best practices for providing customer-focused ticket management in the TDX portal. 


Below are the general best practice steps for working on and resolving a customer ticket.  


Regularly monitor your group’s tickets. Look for mis-assigned tickets and re-route quickly (see below). 

Review (When the ticket is your group’s responsibility)  

Step 1: Ensure that you understand the issue from the customer’s perspective and any work already performed. 

  • REVIEW: Title, Description, and Feed 

Step 2: Send a public comment to the customer to clearly and politely ask for missing information. 

Step 3: If the ticket cannot be resolved within a day, send a public comment to the customer to let them know when to expect it to be resolved.   

  • UNLESS: The ticket was created with a submission form that does this automatically. 

Step 4: If you are unsure how to resolve the ticket, ask a teammate or escalate to your supervisor. 

Re-route (When the ticket is NOT your group’s responsibility) 

  • If you, a teammate, or your manager knows who is responsible, add a private comment explaining why you are reassigning it, then assign it to the new group. 


  • If no one in your group or your manager knows who is responsible, add a private comment explaining why you are transferring it, then unassign it to make it visible to the service desk(s). Alternatively, if you want to make it visible to a specific regional service desk, assign it to PURDUEIT_PFW_HELPDESK or PURDUEIT_PNW_CSC as needed. 


  1. Complete all work.  

  1. If additional work by another group is needed, document the work you completed and why you are transferring the ticket in a private comment, then assign it to the new group.  

  1. When all work is complete, send a public comment to the customer asking for confirmation and wait one business day before resolving. Do not assume that nothing else is needed.   

  • UNLESS: The work procedures are well understood and you are sure it is 100% complete as expected by the customer.   

  1. Resolve the ticket, but always indicate to the customer that they can reply if they have questions or concerns  


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Article ID: 368
Tue 6/13/23 4:30 PM
Wed 5/8/24 12:07 PM

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