Contacting CARLI Support

On Thursday, February 26, 2026, CARLI is moving to a new cloud-based ticketing system called TeamDynamix (TDX). It replaces the locally run ticketing system that CARLI has used since 2006. The new ticketing system supports modern functionality like HTML-based email, inline images, and drag-and-drop attachments. Additionally, the software is hosted and supported by the University of Illinois, providing increased security and regular maintenance.

How do I contact CARLI in the new system?

CARLI member libraries should continue to send email to support@carli.illinois.edu to create a ticket with CARLI as they always have. The email address to contact CARLI will not change.

Why is CARLI switching ticketing systems?

CARLI’s previous ticketing system was almost 20 years old! It had several quirks, only permitted plain text email, and attachments were often challenging, among other frustrations. Additionally, CARLI was running the software locally and responsible for all maintenance. 

Will email responses look different?

Yes, email responses may look a bit different. Instead of receiving ticket communication emails back from support@carli.illinois.edu, tickets from the new system will come from servicereplies@uillinois.edu. CARLI recommends that member library staff add this address, servicereplies@uillinois.edu, to your email address book and set it to be allowed through any local spam filters, if necessary, to ensure that you receive ticket communications from CARLI’s new ticketing system.

In addition, every email response from the new ticketing system will also contain a unique code at the bottom of the email that looks like:

----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----

Th91rbE5rP+a1F4Pmm7xjTMu406Jdn/Rjz3H3zfflbXuDsS9KY4tvnhEefmb7Am9TRjVCkr2w8O5zYL6eG+tz+jvN/+d68+2nz7m4x0A65VhQiTFoZ

----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----

Please be sure to leave that code in your reply to CARLI so that the new ticketing system can route your email appropriately!

You may also notice that CARLI staff will respond to you with HTML-based email instead of plain text, including formatting and inline images. And we’ll now be able to see any formatting and inline images in messages you send to us!

What will happen to existing new or open tickets in CARLI’s old system?

Existing new and open tickets in CARLI’s old ticketing system will not be migrated automatically into the new system. CARLI staff will manually set up tickets in the new system so we can continue working on them. We thank you for your patience as responses from us may take a bit longer than usual while we transfer tickets into the new system.

The old ticketing system will remain accessible to CARLI staff in read-only mode, so historical ticket information will not be lost.

What if I need to correspond with CARLI about an older ticket that was closed in the old system?

If you need to communicate with CARLI about a ticket that was closed before February 26, you can simply reply to the last email you received from your original ticket in the old system to continue the conversation. Doing this will send your email to support@carli.illinois.edu and will create a new ticket in the new system. Or if you prefer, you can send in a new email to support@carli.illinois.edu and reference the old ticket number; CARLI staff will have access to information in the old ticketing system.

I want to copy a colleague on my ticket with support@carli.illinois.edu. What do I need to do?

Beginning February 26, anyone you copy on an email to support@carli.illinois.edu will not be automatically added to the ticket. If you would like to CC someone else on your ticket with CARLI Support, please include the name and email address of the person(s) in the text of your message and CARLI staff will be happy to include additional contacts.

Will CARLI ever have a webform for submitting a new ticket to CARLI Support instead of sending an email to support@carli.illinois.edu?

Yes! The new system will allow for this functionality. Watch for more information coming later in 2026!

Does the new ticketing system have a web-based Client Portal for viewing all my tickets with CARLI?

No. Because this is University of Illinois-hosted software, it cannot provide a Client Portal for non-University of Illinois users. University of Illinois users may be able to see tickets with CARLI through the existing UI Client Portal, but not all transactions will appear.

Please send any questions to support@carli.illinois.edu.