 Support & Guides

Instructions for how to create a Knowledge Article.

Learn how you can quickly view the status of your requests(s).

You can comment on or update your ticket requests(s) in the MUHC HR Client Portal or by responding to requests via notification emails.

This guide provides a step-by-step walkthrough for end users on how to navigate the TDX ticketing system. It covers how to submit support requests, track ticket progress, and communicate with technicians. Users will learn how to use the self-service portal, check for updates, provide additional information, and close or reopen tickets as needed. The guide ensures that end users can efficiently request and receive IT support while maximizing the features of TDX for a seamless experience.

This guide equips technicians with the necessary steps to efficiently manage and resolve support tickets in TDX. It covers logging into the technician dashboard, filtering and prioritizing requests, and utilizing canned responses for faster communication. Technicians will also learn best practices for documentation, troubleshooting, and escalating tickets while adhering to SLA guidelines to ensure timely and effective issue resolution.

The document provides training for technicians on handling live chats in TDX, including chat workflow, ticket creation, chatbot integration, and system limitations to ensure efficient client support.

This guide outlines best practices for service documentation, covering service overview, eligibility, features, setup steps, and technician template usage. It ensures clarity, consistency, and efficiency for both end users and technicians.