Body
Groups using the TDX Ticketing Application;
IT - ServiceDesk@bakerdist.com
DC Support - dcrequests@bakerdist.com
Ecommerce - ecommerce@bakerdist.com
Facilities - facilitiesrequest@bakerdist.com
FP&A - fpasupport@bakerdist.com OR bi-support@bakerdist.com
Sales Support/NC Support - nationalaccountcustomersupport@bakerdist.com
SALT - salt@bakerdist.com
Baker Training - bakertraining@bakerdist.com
How the Ticketing systems use email:
- New tickets are created using the support-requests@bakerdist.com email address. If you send to any of the above email addresses it auto forwards to this mailbox and there are rules that move the email to the correct folder which is checked by the correct application.
- All ticket replies are sent to support-replies@bakerdist.com and routed to the updated ticket because of the TDX code at the bottom of the email.
Issue with CC’ing Other Groups
We are seeing more situations where a ticket is created in one application (for example, IT), and someone tries to CC another group (like Sales Support or Baker Training) by replying to the ticket email and adding their address. Unfortunately, this does not work as expected.
Why?
Each TDX ticket email contains a unique code at the bottom (see example below). This code links replies back to the original ticket in that specific application. If you CC another group that uses a different TDX application, their system will reject the email because the ticket code is not recognized or already exists elsewhere.
Example of TDX Code:
----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----
hsG13LXIryTwFOt1K8PM+bv2cBin/YmrLx2KsxEte0FKB84roVgz/H6JgPVgTj/vnMh4RKzC/6jKpEOEXLR+aFCgRc+4Ig7bzXnaUzYj8RngJ303c0nIaq+H2FOuJTo6xla/z2NCez7K25ahrgLPQ6yEbZjzkVKU93zWes7RaGwhAjbw2gNzQzs475bDXIjWEyA7Duhzk/FXwKbNUbeqWUyTXlkA12hVXZI3EOoZBN7qfgShyGcx+hX9GGp4MUxWLwWlnOaLlq/QSS3keHaiA7BMum8Zl8Qg6Jdta8qVZ+c/raNOD0rCiwgSzlNPVKnk5lfZbHxJ+uLrnVsMHU7sPQ==
----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----
How to Share a Ticket with Another Group
- Do NOT CC another group directly on a ticket email.
This will cause the email to fail or not create a ticket in the other group’s application.
- Instead, forward the ticket email to the other group or user.
- Before sending, remove the TDX code block at the bottom of the email.
- This will allow the other group’s TDX application to create a brand-new ticket in their system, while your original ticket remains in your application.
- If you “move” a ticket to another application (available in the Action menu when maintaining the ticket):
- The ticket will be transferred to the new group’s application.
- You will lose visibility of the ticket in your own application.
- Only use this option if you no longer need to track or work on the ticket.
Summary Table
|
Action
|
Result
|
|
CC another group on reply
|
Fails – ticket not created in the other app
|
|
Forward email & remove code
|
Success – new ticket created in other app, original ticket remains
|
|
Move ticket to the other app
|
Success – ticket moved, but you lose access/visibility
|
FAQ
- Q: What happens if I forget to remove the TDX code when forwarding?
A: The other group’s TDX application may reject the email, or the ticket may not be created properly.
- Q: Can I keep both groups updated on the same issue?
A: Yes, but you will need to manage two separate tickets (one in each application). You can reference each other’s ticket numbers in your updates.
- Q: Why can’t TDX just share tickets across applications?
A: Each application is a separate system with its own ticket database. The codes are unique to each application and cannot be shared across them.
Additional Note:
Sometimes, users will try to CC another group on a ticket email, which—as explained above—results in a failure. When this happens, we receive the failure notification. We do our best to forward the original message to the intended group so that no communication is lost. However, this process isn’t always perfect, and occasionally we may need to forward the message directly to one of you, rather than to the ticketing application itself.
If you receive a forwarded message from us in this context, please be aware that it’s because the original attempt to CC your group did not work as intended. If needed, you can then create a new ticket in your application or follow up as appropriate.