Employee Client Portal Quick Start Guide

Article Summary

This quick start guide is intended for employees and explains how to use the TeamDynamix Client Portal, the online portal for assistance and services from San Jacinto College’s Technical Support, Blackboard Support, and Human Resources Technology Teams. Topics include how to access the Client Portal, sign in, submit a service or incident request, review ticket status, and reply to email notifications.

Applies To

SJC Employees

Topics
Accessing the Client Portal

Using your web browser, go to https://support.sanjac.edu/TDClient/32/Portal/Home/ to access the SJC Support Client Portal home page.

Signing In

Click Sign In on the top right of the home page. You should be logged in automatically with single sign-on if your machine is connected to the SJC network.

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Note: If you are signing in outside the SJC network, enter your SJC employee email and password. You will be prompted to log in using multi-factor authentication (MFA).

Services and Knowledge Base

To access Services or the Knowledge Base, click on the specific section you wish to view.

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What are Services?

  • Available services provided by the College’s Technical Support, Blackboard Support, and Human Resources Technology Teams.
  • Users can quickly navigate through the service categories, select specific services, and submit requests.

What is a Knowledge Base?

  • A collection of self-help articles with solutions, guides, and troubleshooting information for common issues and requests.
  • Users can search topics, browse categories, and access guides to resolve problems independently.
Using Search Features

1. Locate the global search bar on the Client Portal.

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Note: By default, the global search will yield all Services and Knowledge Base articles related to your search. If you wish to narrow your search to either the Knowledge Base or Service Catalog, click on the button with the globe and down arrow and select your preferred option.

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2. Type keywords in the search box to get relevant results. Press “Enter” or click the search icon. In this example, we will search “password reset.”

3. Review the search results and select the Service or Knowledge Base article that best suits your need.

Note: Each search result is listed as either a Service or Knowledge Base article.

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Submitting a Service or Incident Request

1. After you have signed into the Client Portal, click Services.

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2. Click the Support Team for which you wish to submit your service or incident request. For example, Tech Support.

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3. Click the Category that best meets your needs. In this example, we will use AV/Media Event Support.

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4. Click the specific Service. In this case, we will use I​​​​​​TS Media Request Form.

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5. Read the Service Overview. If the service meets your needs, click Request Service

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Note: Some services are used by both employees and students. Please select the correct button when more than one option is available. 

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6. As you fill out the form, please read the Getting Started section for details that need to be included in the ticket.

7. Click Submit.

Note: Should you not find a service that relates to your particular service or incident request, each support team has a “Can’t Find what You Need?” category. This service can be used to submit your request.

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Viewing Ticket Status

1. To see the current status of your ticket request(s), go to the home page and click View My Tickets.

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2. A summary of your submitted ticket request(s) and their status will display.

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3. If you want to see a detailed view of a ticket request, click the request's Title.

4. In the ticket's Feed section, you can view the updates/comments added by the technician(s) working on your request.

 

Email Notifications

1. You will receive TeamDynamix email notifications each time you submit a request or when your ticket is updated.

2. If you would like to comment on the ticket request, you can reply directly to the email to add your comment to the ticket. You can also include attachments in your email replies and they will be uploaded to the ticket.

Please note: Only reply to the email if the comment or attachment pertains to the active ticket.
 

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3. You can find a direct link to your ticket in the TDClient section of the notification email. This link will open the ticket in the Client Portal.

 

Contact Information

Tech Support Contact Information & Hours

Blackboard Support Contact Information & Hours

Human Resources Contact Information & Hours 

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Details

Article ID: 34
Created
Fri 12/8/23 1:37 PM
Modified
Tue 5/14/24 4:03 PM