Introduction
To request a service from any of the University areas in TeamDynamix Help Desk, follow the steps below. Additionally, instructions for viewing tickets already submitted and making a request via email, can be found at the bottom.
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Instructions
Easily Find a Service Request (Ticket) to Submit
To access services and submit a ticket request fast, do the following:
- Click Home link in the blue toolbar at the top of this page.
- Scroll down to Find Services and Submit a Ticket Below section and click icon name of the desired area to access their ticket forms to submit your request.
Submitting a Service Request (Ticket)
- From the Help Desk Client Portal Home Page, select the Service link in top blue toolbar.
- Note: The Services option will display listed categories and/or services for each University area represented in the Help Desk.
- Click a category to display related services and read the service description (where applicable). Each service displays a blue button to the right to request that service (e.g. Submit Request).
- Click the blue Submit Request button to access the ticket request form for the service.
- Note: Some services are public and do not require a login. For other services, you’ll need to log in with your Pace username, password and Duo MFA passcode.
- Fill out the service request form and click the Submit button at the bottom of the form to send it.
- Note: You should receive an email confirmation from the Help Desk system about your ticket submission.
Viewing Pending/Submitted Tickets
- On the Help Desk Client Portal Home Page, click the My Ticket Status button and sign in with your Pace username, password and Duo MFA passcode.
- The Ticket Requests page will display showing any pending tickets you have submitted. You may also use the Search feature on top to locate previous tickets based on different criteria (e.g. Ticket ID, Status, Created, etc.).
- Note: Whenever another end-user adds you as a contact on a ticket they created (for pace.edu accounts only), you will also see those tickets, but the requestor will be the other person who created the ticket.
Adding Services to Favorites
If there’s a service that you request often, you may want to add it to the My Favorites section, so you can quickly access it next time.
- While logged in, navigate to the desired Service and click the Add to Favorites button on the right side of the service page.
- To see your favorite services, click Services on the top blue toolbar and then click My Favorites from the listed sub menu options that display under it.
Signing Out of Help Desk
- On the top right of the screen, click on your name and choose Sign Out.
Making a Request via Email
For certain services and support categories, you can send request details to a designated email address, known as an "email monitor", for ticket creation. An example is pacehelpdesk@pace.edu, which processes incoming IT requests and is managed by the ITS Help Desk. Once a ticket is created, you will receive an email confirmation and can reply to it with any subsequent questions or updates. Pace.edu account holders can also log in from the Client Portal Home Page to track or update their tickets.
- Note: New requests sent to an email monitor should not contain "forwarded" system information from another existing ticket. The ticketing system appends certain data to emails when processing tickets and replies. This is to prevent duplication of ticket requests. Therefore, if a new request appears to be part of an existing ticket, the system will not create a new ticket. Instead of forwarding an existing email with system-generated information, start a new email and enter or copy only the necessary information (e.g., ticket number, details, or comments).