TeamDynamix ESM Reviews

“Versatile platform with centralized service management”

Pros

One of the biggest strengths of this platform is how flexible it is. We're able to customize forms, workflows and service offerings to match the way our team actually works, while still keeping ticketing and asset data together in a single place.

Cons

A few of the administrative setup and reporting functions take time to learn and some parts of the interface feel like they could use a more modern organized update.

“all in one value for IT”

Pros

It has been really helpful having all of our core IT needs handled in a single platform and it also saved us from having to purchase separate tools for each function.

Cons

Some parts of the toolset do feel outdated and the interface can seem a bit old fashioned in certain products.

“powerful tools”

Pros

Using this feels simple once you're in it. It offers a broad set of tools, plenty of options and a lot of flexibility when it comes to customization.

Cons

Getting started can feel a bit complex at first and it really helps to have your processes clearly defined before you begin implementation.

“Missing key ticketing functions”

Pros

Honestly, there is not much I can point to as a benefit. This was already the system being used when I stepped into my role so I have to work with it whether I want to or not.

Cons

Honestly quite a few things that bother me about it. It feels like it is missing important functionality technicians need to properly manage tickets and workloads, such as calendaring, the ability to schedule a meeting or block time on a ticket and have that appear on your in app calendar. It also does not sync with Outlook calendar. Every ticket comes into the "Service Desk," and then you have to rely on an automation rule to route it to the correct IT team, instead of using something like a "service board" that would automatically send tickets submitted through a specific request form to the right place. On top of that, the system is not very easy to learn and from an admin standpoint, a lot of it simply does not make sense. For instance, I can see "locations" in the admin tool but I cannot edit them there. To make changes, I actually have to go into the Asset Management or CI/Asset, module and then open locations in the platform just to edit those "locations."

“simple to learn”

Pros

Getting comfortable with it didn't take long. The system is easy to use and I was able to become pretty efficient with my day to day work mostly just by exploring and trying things out on my own.

Cons

There are a few features still feel like they need more depth. You can search for assets by previous owner or status but not by a former name and inactive users can't be entered when searching by past owner. Having both of those options would make asset management in TD much more helpful.

“High value product”

Pros

Compared with what we used before, this platform covers a lot more of what we needed and I think PMI would probably approve of it as a PMIS. For the price, it delivers a lot of value especially with tools like resource management, ticketing and other capabilities our previous product was missing.

Cons

Its a bit awkward to use. The nonstop popup windows make screen sharing really frustrating and the dropdown menus don't appear during a screenshare which makes working together more difficult than it should be.

“Easy setup process”

Pros

The setup process went relatively well. The support team was excellent to work with. Everyone is very knowledgeable, quick to help and always available with useful recommendations. The system itself is easy so end users need very little training to learn its basic functions.

Cons

While it has several options available which is helpful but at times the number of different paths can feel overwhelming and end up confusing users.

“excellent support”

Pros

End user interface is really great plus it was super easy to set everything up. The training resources and support team have also been excellent.

Cons

One limitation is that tickets can't be assigned directly to individual positions right out of the box.

“flexible services across campus”

Pros

One of the biggest advantages is how much we can customize services to fit our organization and the way our processes work. It's also valuable that we can build services for much more than just IT, covering departments and divisions across the entire university. This does a really good job of helping us take paper based or physical workflows and turn them into digital, more automated processes.

Cons

Whenever I kick off a new project in TDX, I can usually get about 99% of the way there without any trouble. There always seems to be that last 1% where the platform has a limitation and I have to get a little creative to make it do exactly what I need. It's manageable but it does take some extra effort every time.

“simple to work with”

Pros

Working with this company has been very simple and they're pleasant to deal with overall.

Cons

At times, errors do come up and figuring out the cause can be difficult unless I reach out to customer service.

“good fit for most team”

Pros

It is pretty easy to get started with it and using it day to day feels really simple. It also offers a lot of customization which makes it flexible for different needs.

Cons

The reporting features could be better since they aren't as strong as I'd like.

“fast setup”

Pros

I've had a pleasant experience using this product. The setup process is simple and they guide you step by step with an implementation specialist who checks in regularly and helps keep everything on track. After the initial setup, reporting is simple to work with and the incident management workflow feels well designed and logical. The system is also quick to respond and the knowledge base is uncomplicated to build out and configure. On top of that, it can be adjusted to support unique business process flows when needed.

Cons

There is not much I would point to as a real downside. If anything, the product could be clearer for users if the Knowledgebase and Services Catalog were combined since having them separate creates some confusion for certain people.

“excellent ESM service overall”

Pros

Since rolling out TDX, our experience with it has been nothing but positive. It has been a fantastic ESM solution for our team and has served us really well.

Cons

We have just a couple of minor things we are not fond of, like the fact that users cannot add contacts to tickets after they have already been submitted. Still, it is a pretty small issue especially since that option was always available in our previous system.

“self service portal is great”

Pros

Right away, this stood out to me for how flexible yet simple it is. Getting it integrated and implemented was very easy. The self service portal is a really smart addition because it saves time and keeps things moving. On top of that, the platform is reasonably priced and generally very user friendly.

Cons

One area that could definitely be better is the PPM side since those features don't feel as flexible or as effective as they should. That part still needs improvement. Aside from that, TeamDynamix has been a very good tool overall.

“ticketing boosts productivity”

Pros

Being able to create tickets without hassle has made a noticeable difference in productivity across the organization.

Cons

Not being able to update a ticket's status as an end user makes that part of the process more difficult than it needs to be.

“wide range of features”

Pros

From the beginning it felt packed with useful features that are practical and simple to work with. One of the best parts is that even non technical users can handle the setup and make updates without much trouble. We also really appreciate being able to store our assets in the system and connect them directly to Service Desk tickets.

Cons

Whenever something seems to be missing, the company is receptive to feedback and works on getting those features added.

“powerful project integration”

Pros

This is an ITIL based ticketing system that goes beyond standard service management and works well for broader ESM needs. It's also tied into a fully integrated project management platform which adds a lot of value.

Cons

The interface feels a bit outdated and there are more popup windows than I'd prefer. That said, they're already working on a full UI redesign that should improve this in an upcoming release.

“Huge time saver”

Pros

It really boosted our efficiency to a noticable degree. It has helped cut down the time my techs need to resolve end user tickets which has been a big win. I've also had consistently positive experiences with their support team. Whenever I've needed to contact them, they've been friendly, responsive and quick to help get the issue sorted out.

Cons

At times, all the capabilities inside TeamDynamix can feel a little overwhelming. The amount of customization available is not really a bad thing but it has definitely come with a bit of a learning curve.

“helpful asset management tools”

Pros

Their asset management tools and ticketing system have both been excellent to work with.

Cons

Its asset management side can feel a bit slow when you're first getting started with it.

“strong customizable options”

Pros

There's a lot of flexibility here, with strong customization options and plenty of capability backed by ongoing development. It's also very open to newer technologies which makes integrations simple to set up.

Cons

Searching is where it gets frustrating since almost everything has to be pulled through a report. It can also be hard to quickly spot the most important details unless you build out a form or create a specific data layout.