Help Desk tickets

This article reviews how to submit, and update, a ticket with LITS anytime you need technology help!

Ticketing: what and why

Note: TeamDynamix (TD) is the Help Desk's ticketing system where all technology-related questions, issues, and requests are routed and addressed.

When you submit a ticket, it is reviewed and addressed by the Help Desk or routed to the applicable team within LITS. This ensures it gets to the correct place, with accurate information, in a timely manner. Some of those teams include:

Why use tickets?

Tickets allow LITS to:

  • Reassign...if the assigned technician is unavailable
  • Escalate...if the request is work-stopping or urgent
  • Reference...if an issue recurs
  • case others are affected by the same issue
  • Coordinate...if the request requires work from another team
  • Respond...rapidly as our support personnel can monitor specific queues

Submitting a ticket

Warning: Never contact technicians directly; always submit a ticket! Our technicians are actively monitoring the ticket queue to ensure your request is routed to the correct group, with accurate information, in a timely manner.

Contact the Help Desk using one of the following methods:

Viewing ticket updates

You can find ticket updates in two places:

  1. In your email, from, like the image below:
    an example email from TD. the body consists of two tables. the first, titled What Changed, contains the most recent update. the second, titled Incident Updated, contains general information about the ticket.
  2. The Ticket Requests section of the Service Catalog

Updating a ticket

Note: Why does it look like my reply is going to "TD Replies"? Do I need to CC the technician I've been working with?

To update a ticket, reply to the TeamDynamix email from -- an example is in Viewing ticket updates above.

Please do not CC or directly email the assigned technician.


If you have any additional questions or problems, don't hesitate to reach out to the Help Desk!

Phone: 610-526-7440 | Library and Help Desk hours
Email: help@brynmawr.eduService catalog
Location: Canaday Library 1st floor