Navigating Through TDX – A Guide for End Users

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.

The TDX system is a powerful tool that helps you submit, track, and manage HR support tickets. Whether you need technical assistance, a new service, or answers to common questions, TDX provides an efficient way to interact with HR support. This guide will walk you through the essential steps to use the system effectively.

Before creating a new support request, check the Knowledge Articles to see if your issue has a documented solution.

• Navigate to the Knowledge Base in the TDX portal.

• Use the search function to find relevant articles.
• If a solution is found, follow the steps provided to resolve your issue without creating a ticket.

If no solution is found in the Knowledge Base, follow these steps to submit a ticket:

• Navigate to Service Catalog in TDX.

• Choose the appropriate Service Offering based on your issue.

• Navigate to the desired Service and Service Offerings and request for the service.

• Fill in the required fields with detailed information.
• Click Save to submit the ticket.
• Check your email for a confirmation message with your ticket details.

After submitting a ticket, you can track its progress:

• Navigate to Ticket Requests in TDX.

• Search for your ticket or scroll through your request list.
• Click on the ticket title to open and review updates.

• Open your ticket from the Ticket Requests section.

• Navigate to the lower right corner of the screen.
• Click Comment or Update to provide additional details or respond to HR support.

TDX includes a chatbot that allows you to search for service offerings or knowledge articles before submitting a ticket.

• Click the Tiger icon at the bottom-right of the screen.

• Interact with the Chat Bot. Ask HR related questions, explore knowledge base, and View your recent tickets.

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If the chatbot cannot resolve your issue, you can escalate your request:

1. Open the chatbot.
2. Select Speak to a Live Agent to connect with HR support.

The TDX system is designed to help you efficiently request and receive HR support. By following these steps, you can ensure that your issues are addressed quickly while making the most of TDX’s features.