What’s happening
- Currently, when students and employees need help with technology, eLearning support, classroom technology support, and web support they request help at support.shoreline.edu. There they can fill out a form requesting service and see help and how-to articles.
- They can also email support@shoreline.edu, elearning@shoreline.edu, or websupport@shoreline.edu, although requesters have more flexibility by going to the support.shoreline.edu website.
- The software that runs the current support center is called Zendesk.
- Later this month TSS will replace Zendesk with new software called TeamDynamix. This is currently scheduled to happen on November 19.
- It has the same features as Zendesk but will look somewhat different.
What will change?
- Once the software is implemented, when you go to support.shoreline.edu you will see the new look
- You will still be able to submit requests and see help articles
- When you email support@shoreline.edu, elearning@shoreline.edu, or websupport@shoreline.edu, the responses that come back will look different
Why is this being done?
- Since ctcLink was implemented many more support agents have been added to the help desk software
- TeamDynamix is more cost effective and allows us to add many more support agents
- This will also make it possible for us to provide help desk services in parts of the college currently using older ways of helping people such as e-mail
- TeamDynamix will also support services we haven’t had in the help desk software before, such as inventory and project management
- This project supports TSS’ ongoing efforts to improve service in the department and for the rest of the college
Thanks,
Gavin Smith
Acting Director
Technology Support Services
Day at a Glance 
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