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IT Service Status

TDX Agents Get Ticket Assistance from AI

Posted Date: May 27, 2025

In addition to the refreshed TDNext user interface which was introduced by TeamDynamix on May 17, the IT Service Management Team (ITSM) has activated two new AI features in the TeamDynamix TDNext workspace. These new updates are designed to help technicians manage tickets more efficiently and easily. Read on to learn about the AI Ticket Summary and Revise with AI features.
 

AI Ticket Summary

Have you ever worked on a particularly complex ticket in TeamDynamix (TDX)? Perhaps you encountered a ticket that has been open for a long time, changed hands several times, or includes lots of back-and-forth dialogue between the customer and the technician. If so, then you know it can take a considerable amount of time to read through the ticket feed and analyze all the actions that have occurred to understand the ticket's current status. The new AI Ticket Summary feature will make the ticket review process quicker and more efficient, allowing you to get to the next steps and ticket completion with less effort.

The AI Ticket Summary feature is available to technicians when viewing tickets in TDNext. You can click the View Ticket Summary button to get caught up quickly. Additionally, an icon allows you to copy the ticket summary text to your clipboard, which is handy if you want to paste it into an email or a Teams chat to update someone else. See an example of the AI Ticket Summary feature below.

 screenshot of TDX AI Ticket Summary feature

screenshot of TDX ticket summary text

Revise with AI

The Revise with AI feature is available to technicians updating tickets in TDNext. This feature analyzes any highlighted content in the Comments box and provides suggestions to enhance the text before it is saved to the ticket. This tool can be valuable in ensuring that your updates and customer responses are well-worded, grammatically correct, clear, and professional. When reviewing the suggested revisions, the technician can replace the original text with the proposed changes or close the screen to retain the original text. Below is an example of how the Revise with AI feature works.

screenshot of TDX ticket 

screenshot of TDX recommended text revisionAs with all generative AI tools, TDX agents are encouraged to use the new features to streamline their work for efficiency but to remain confident in their own expertise and best judgment to resolve tickets and support clients across the University. TDX agents with questions about AI or other features may connect with colleagues on the ITSM team via the TeamDynamix User Community Teams channel.