Team,

When updating a ticket in TeamDynamix, please be aware of the following:

• The customer can see the “Description” field. Consider them as your audience when writing the Description. Keep it kind and professional, and as free of jargon as possible. Lucas and I are working on adding a “Technician Notes” field for comments between techs that don’t make sense to the customer.
• Never use all caps in a ticket update. People reading that will think you are shouting at them. If you need to emphasize something, I recommend **asterisks** (TDx does not currently support rich text in tickets).
• Check the Notify fields. When updating a ticket, remember to set someone in one of the notification fields. If you don’t, they won’t necessarily see your comment.