In mid-June, we completed phase II of our transition to a new help desk system. Since then, all University help desk areas have been operating on the TeamDynamix platform and several thousand tickets have been managed, completed and resolved through the new help desk system.
In addition, more and more end-users are discovering and leveraging the large amount of information, frequently asked questions, and instructions readily available via the natively searchable knowledge base. In many cases, end-users are able to find the information they are seeking without needing to submit a ticket request and each department continues to add and update their content to further enhance the user experience.
And of course, if you still need to submit a ticket request, you can easily do so by clicking the Submit a Ticket button from the main client portal and selecting the correct area and service category from the available list. As a reminder, you can access the new TeamDynamix client portal by visiting help.pace.edu.
We are excited to continue to learn how to best leverage this new platform and all its functionality. In the near future, we plan to integrate additional AI (artificial intelligence) capabilities via a chatbot component, which will help us provide faster and more accurate information on demand and further enhance the user experience.
For more information about TeamDynamix Help Desk and to watch some quick video tutorials, please visit: www.pace.edu/tdhelpdesk.