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Technician reply to ticket assigment message doesn't email Requestor, but only Creator & Resp Group

If a technician replies to a ticket assignment email, should it send an email to the Requestor? I thought it did, but maybe that's because usually the Requestor and Creator are the same. When the Requestor & Creator are different because so...
1 Answer
David Durling Last activity on 11/3/2017 1:34:52 PM by William Cochran

Close a ticket via email

Can you close a ticket by responding to one of the automatically generated emails, we have technicians asking about this feature?
1 Answer
Denise Nelson Last activity on 9/20/2017 12:05:53 PM by Mark Sayers

Separate Mailbox for Email Replies

I've been watching this question:
In comparing it with the document that was sent to one of our admins (see attached), I'm noticing some discrepancie...
4 Answers
Caitlin Baer Last activity on 5/9/2017 11:22:59 AM by Caitlin Baer

PUB files being stripped out from Email to Tickets

We have noticed that office publisher (*.pub) files, are being stripped out from work orders when an email ticket creation is made and the file is attached initially.

I've check internally my exchange and I have no issues emailing this type ...
1 Answer
Mark Sayers Last activity on 1/11/2017 12:03:39 PM by Mark Sayers

Change in IP address for email notifications?

Our postmaster is reporting that email notifications from TD seem to be coming from addresses in the range of 54.240.8.*, which is not within the list of whitelisted addresses at Is...
1 Answer
William Dowd Last activity on 11/10/2016 12:34:07 PM by Mark Sayers

Survey From and Reply To

We have recently implemented the ticketing survey function. For the time being, we have use the generic TeamDynamix from/reply to email addresses.

We'd like to adjust the from to be our support team. In our case, The Hub (<mail...
1 Answer
Maggie Eaheart Last activity on 8/31/2016 11:22:07 AM by Maggie Eaheart

Can we create a new email to ticket with a ticket application?


We have not created an email to ticket solution since the ticketing application was released. Can we still create an email to ticket solution within ticket applications?

Thank you!
3 Answers
Mark Sayers Last activity on 9/21/2016 2:31:13 PM by Mark Sayers

How to keep reviewer (or other group/person on ticket) from being notified unless specifically selected to notify via a comment?

Is there a way to only notify a user or group when specifically selected via a comment? I'm trying specifically prevent email replies to the ticket from going to this user.
I was hoping that putting the user as a Reviewer might do it. This ...
5 Answers
David Durling Last activity on 9/19/2016 12:46:37 PM by Mark Sayers

Android users seeing e-mail notifications in tiny font

Hello! I have a user who has a Nexus 5 Android device running OS 6.01, and is using the native e-mail client to connect to an Office 365 account through which he receives TD incident notifications. The connection type is ActiveSync. These message...
2 Answers
Lee Silverman Last activity on 6/23/2016 10:59:17 AM by Matt Sayers

Field Population for Email Ticket Creation

I'm trying to create tickets through email, which I can currently do, However I am having difficulty populating other fields apart from the Subject and Description. Is there anything I can do when creating tickets to populate all the o...
2 Answers
Damien Robinson Last activity on 6/21/2016 9:40:47 AM by Mark Sayers

Email Service

When we use the email service to respond to notifications generated from projects and tickets within TDHE some users experience issues with a hidden image in the html in the footer of the email message. Specifically, WIN users with the Outlook em...
1 Answer
Will Turek Last activity on 4/19/2016 2:17:55 PM by Mark Sayers

Support question

Good morning,

A request from one of our technicians: Is there a way to send an email and type the ticket number + ticket title in the subject line of an email and send it to [email removed] and it will automatically get added to the ticket i...
1 Answer
Jeff Chatham Last activity on 4/5/2016 5:15:41 PM by Mark Sayers

Client license type and ability to receive email notices

Even though I can add users with a Client license type to groups, it seems the users do not receive email notifications sent to the group like other users with Technician licenses do. Is there any way to make that happen? My intent was to allow...
3 Answers
David Durling Last activity on 3/18/2016 4:55:02 PM by David Durling

Will the 9.3 upgrade change current mail functionality until the local Email Service is upgraded?


In regards to the upcoming SaaS update to 9.3:

We use the TeamDynamix SaaS service with the Email Service installed locally.

The release notes for version 9.3 include some Email Service changes "Notify responsib...
3 Answers
David Durling Last activity on 2/19/2016 6:05:44 PM by Matt Sayers

Release Preview and Email

Is it possible to turn off outbound emails from the release preview environment? We want our groups to test but we don't want them to receive any emails from the preview environment.
1 Answer
Jeremy Luring Last activity on 1/26/2016 3:51:36 PM by Mark Sayers

Email Service settings to allow both ticket creation and replies

Some of our customers, rather than replying to the email message from TeamDynamix so the reply updates the ticket, will instead email a response to the email address that's set up to create tickets. Since that address is not set up to handle rep...
8 Answers
David Durling Last activity on 4/28/2017 10:48:24 AM by Matt Sayers

Email Service Unsuccessful folder messages – how to be notified of those?

We have the Email Service installed on site, with over a dozen addresses using it. What solutions are there for being notified when an error occurs? Ideally I'd like to be able to forward these to another email address so we can review them, bu...
1 Answer
David Durling Last activity on 1/8/2016 9:53:45 AM by Mark Sayers

Email with links

Since I am the master of strange problems, today's issue is we are trying to forward phishing emails into the system for tracking purposes. However, when they come into the system, they are not leaving the link beneath the 'click here to infect ...
1 Answer
Forrest Ewen Last activity on 12/1/2015 9:17:39 AM by Jamey Stock

Where undeliverable messages go if the email address is typed wrong?

When sending notifications and comments out of Tickets, where do undeliverable messages go if the email address is wrong in the People record or typed wrong in the Other Addresses field?
2 Answers
Kathy Holman Last activity on 10/13/2015 10:36:18 AM by Kathy Holman

How can I tell if the Survey Request emailed out of the system?

We just started using Surveys, I can see a list of when Responses were requested, but how can I tell if they actually were emailed out of the system?
I'm asking because no one has responded or contacted our Service Desk asking if this was val...
1 Answer
Kathy Holman Last activity on 10/2/2015 11:17:02 AM by Kris Kennedy

Document Workflow Step - Comments in Email Notification No Longer Appearing

We've had a user report the following:

" I don't know if this is a setting or something that changed with updates but when Felix used to reject or approve a document in the workflow his comments showed up in the Team Dynamix email b...
1 Answer
Jeanine Heming Last activity on 9/29/2015 2:53:15 PM by Jamey Stock

How does enabling a notification template change the notifications?

What does enabling a notification template do? My assumption is that until the template is "enabled" the system uses the out of the box format and once a template is enabled the system then uses the customized template. Is that correct?
2 Answers
Kent Hoeg Last activity on 3/26/2015 8:14:36 PM by Marcus Demas

Question about why an ex-user is still receiving TD notifications

According to the attached email, Joseph Danko, a student at Manhattan is still receiving notifications from TeamDynamix after being converted to a customer. Why?
1 Answer
Richard Musal Last activity on 9/10/2014 5:27:40 PM by Drake Sigler