thank you so much for all the help in such a critical time. it is very nice to know i’m in good hands and my issues will solved. Thanks all that helped out!! Thanks Johnathan!! Thanks Herminio!!! 👍😊👍
Our Customer Satisfaction
Top Reviews
Randy C.
11/20/2023
on ticket #1022325 - NAS Offline
Quick response and help from Brian as always. Additional information provided that will help me plan to address the issue in the future. Thank you!
Christine G.
11/16/2023
on ticket #1022902 - Disk Space
The tech took a very short time in fixing the problem and went above helping me out with hopefully deterring future issues
John S.
10/26/2023
on ticket #1021371 - Phone Issue
Dave was very helpful and did a lot of troubleshooting to find the problem. he also checked back regularly to see if there were any more problems. Excellent customer service. 10 out of 10!!
Katie H.
10/18/2023
on ticket #1020416 - Review Account lock outs for Katie's Account
Sam did a great job of working through the problem with me and scheduling a convenient time to resolve the issue. Thanks!
Gene H.
10/16/2023
on ticket #1020321 - calls are going to a mailbox that says it can't take messages
Braeden was willing to stop by the office multiple times to work on the various laptop problems. He was able to find the problem with the usb ports on the newest laptop.
Bruce M.
09/21/2023
on ticket #1017849 - Engineering Laptop - COM1 Port Problem
As always you guys hung in there during multiple calls to our 365 vendor to make sure this was up and running. Thanks for the patience and fantastic customer service!
William T.
09/18/2023
on ticket #1018331 - Voicemail to Email for user
SmileBack Rating
100
100
All Reviews
"it was quick and easy."
Frank C.
09/01/2021 | on ticket #953417 - one drive
"We're good to go here. Thanks."
Stacey V.
08/26/2021 | on ticket #952643 - outlook issues
"I was in a bind to get a email made and forwarders for them Scott helped me out right away"
Chuck H.
08/25/2021 | on ticket #952538 - SSL Certificate failed to install
"Excellent customer support."
Ronald K.
08/25/2021 | on ticket #951555 - Dropped Calls with Customer
"Support responded quickly and provided a clear resolution as well as documentation that can be used for future needs."
Nick C.
08/25/2021 | on ticket #952361 - Voicemail Greetings
"Thanks Really did not have time to deal with this I was a good thing also we discovered the circuit update had never been completed"
Chuck H.
08/25/2021 | on ticket #950836 - Chicago location can't open up any applications ticket.
"Quick and Easy"
Frank C.
08/24/2021 | on ticket #952376 - Release email for Frank
"Problem was solved"
Amanda D.
08/23/2021 | on ticket #952262 - Having issues inside of Rapid / not able to launch/login.
"Matt did really excellent on this, he went above and beyond to get his upgrade installed!! 👍👍 Thank you Matt!!!"
Randy C
08/23/2021 | on ticket #952295 - Maintenance Connection Upgrade
"Dave was very helpful and quick to respond."
Nicole P.
08/20/2021 | on ticket #952046 - OneDrive is full
"Did exactly what I asked right away...even though it was something that I probably should know how to do..."
Tammi O.
08/19/2021 | on ticket #951455 - Change on Voicemail Message For One WG
"Brian O always fixes issues quickly and efficiently Thank you"
Tammy A.
08/18/2021 | on ticket #951831 - tried to open FIREFOX this morning and it will not open: BAD IMAGE
"Everything that needed complete got done!!"
Amanda D.
08/18/2021 | on ticket #949345 - PCI Compliance Reminder
"Great job! Thank you!"
Annette B.
08/17/2021 | on ticket #951634 - Can you please get computer up and running
"Thank you as always."
Lynn C.
08/17/2021 | on ticket #951671 - Termed Employee- Action Needed Pls- Important
"TTx has been very prompt in keeping open communication throughout my computer issues. Things have improved, and they are making sure to follow up during and after the process to make sure the issues have been dealt with and resolved! Thank you this is great!"
Ashley A.
08/16/2021 | on ticket #950526 - Scanning Issues Again
"The way it was handled in a quick and professional manner."
Marvin W.
08/14/2021 | on ticket #951257 - needs email reset
"Brian is always very helpful. Thanks"
John C.
08/13/2021 | on ticket #951327 - John called about connecting to his VPN
"Thanks, Justin!"
John B.
08/11/2021 | on ticket #950311 - Transportation Services/Parts Work Group -- has been updated
"Perfect! Thanks for checking on this for me! I though it was a phishing email but would rather be certain! Email looked bad."
Carol J.
08/05/2021 | on ticket #950522 - FW: 8/5/2021
"nice work!"
Randy C.
08/03/2021 | on ticket #950092 - Net Extender/S:drive
"Thank you for your help, as always!"
Lynn C.
08/02/2021 | on ticket #950017 - PRI D-Channel Down
"Dave did a wonderful job in resolving my issue! Thank you for your swift response and fix."
Dan R.
07/29/2021 | on ticket #949935 - Email issue from web site
"Thank you! Appreciate it when you show me how I can make this simple fixes for the future! Brian O rocks!"
Jennifer E.
07/29/2021 | on ticket #949848 - Local Admin Access
"Brian = awesome!!!!"
Randy C.
07/23/2021 | on ticket #949327 - New Laptop Setup
"Bryan was responsive and proactive on this so good job! :)"
Randy C.
07/23/2021 | on ticket #949484 - Network Devices Offline
"quick follow thru"
Larry F.
07/23/2021 | on ticket #947617 - need assistance to forward a phone and then setup a new users
"Quick response even when told up front company event going on. Great service from Tech - understood and addressed my problem. Nice job!"
Ernie L.
07/22/2021 | on ticket #949424 - Email Question
"All handled very well. Thank you"
Angie B.
07/21/2021 | on ticket #948667 - Line 2 is "hung up"
"worked through the issue and worked with the website guy. very good!! 👍👍"
Randy C.
07/21/2021 | on ticket #949161 - Website Update
"thank you for the input!!"
Randy C.
07/21/2021 | on ticket #949302 - screen recording software
"You seen and found the issue and already came up with a possible solution for the future if the problem continues. That is exactly what we need!"
Amanda D.
07/20/2021 | on ticket #949206 - having some issues with the RAPID software.
"Quick reply with detailed instruction"
John C.
07/20/2021 | on ticket #949236 - Daily Breifing 4:38 PM
"Bryan and Matt got it working!! Both are AWESOME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!"
Randy C.
07/20/2021 | on ticket #949170 - Remote Desktop Connection
"Jonathan was very helpful and courteous. The issue seems to be resolved now."
Sarah S.
07/19/2021 | on ticket #949091 - No access to files in the P: drive
"Followed process."
Josh P.
07/17/2021 | on ticket #945387 - New Hire Setup Request Ticket to On-board
"thanks"
John B.
07/15/2021 | on ticket #947845 - Antivirus
"Kyle quickly resolved my problem so I was able to get back to work on my missing files."
John R.
07/14/2021 | on ticket #948391 - P Drive Missing
"work completed nice and timely."
Randy C.
07/08/2021 | on ticket #947705 - new phone and new extension
"Thank you for following the process and getting everything set up despite not having to need it after all."
Josh P.
07/07/2021 | on ticket #945388 - New Hire Setup Request Ticket
"Brian can always fix whatever is wrong with this machine."
Stacy V.
07/07/2021 | on ticket #947699 - lost all printers
"Thank you for figuring this out even before you are ready to fully support us!! Your efforts are much appreciated!!!"
Amanda D.
07/06/2021 | on ticket #947222 - Need Remote Access removed ASAP
"Bryan and Matt helped out massively! Very happy. 👍👍"
Randy C.
07/06/2021 | on ticket #947076 - Accounting Software Issues
"Worked Great!!"
Jeff B.
06/30/2021 | on ticket #945811 - old sharepoint
"Brian = good!"
Randy C.
06/29/2021 | on ticket #946941 - Axis server
"Power outage. Great job! Calling locksmith regarding lock on server room."
Jim R.
06/28/2021 | on ticket #946809 - Power outage all services stopped
"Speedy service to fix my printer issue! Thanks!"
Ann H.
06/28/2021 | on ticket #946763 - Printer 870
"Thank you, as always!"
Lynn C.
06/26/2021 | on ticket #946625 - MAVEN - Offline Server Monitor
"Bryan is AWESOME!! 👍👍👍👍👍👍👍👍👍👍"
Randy C.
06/25/2021 | on ticket #946373 - Lab Switch Replacement
"Quick reaction was key, and feedback provided allowed me to communicate internally that the issue was carrier-related ("not our fault"). Great job to Steve who helped me"
Brad B.
06/24/2021 | on ticket #946345 - PHONES NOT WORKING
"Thanks Chris!"
Daniel B.
06/23/2021 | on ticket #945640 - Network Support Request
"Brian is the man!!!!"
Randy C.
06/23/2021 | on ticket #945804 - New Laptop configure
"as usual Brian is THE MAN!!!!"
Randy C.
06/18/2021 | on ticket #945727 - clean up and REMOVAL of user
"I thought this would be a simple fix with the Windows update but it turned out to be more complex and required manual installation. Brian was thorough and kept the ticket open over the course of the week, long enough for me to realize it had not updated and then he was able to manually fix it overnight. He is always helpful and does a good job anytime I have IT issues which is much appreciated."
Christine G.
06/18/2021 | on ticket #945527 - Microsoft Update
"Thank you for you help in clarifying. Issue was just resolved yesterday afternoon"
Anthony C.
06/16/2021 | on ticket #945251 - Alarm calls going to wrong number
"Kyle was very helpful! I appreciate his hard work."
Margie R.
06/15/2021 | on ticket #945431 - scanner
"Work was good and task was completed. Would have liked corresponding info of MAC addresses to PC Name."
Alan H.
06/09/2021 | on ticket #944180 - Onsite Request - Troubleshooting WiFi
"Fast turn around time"
Janet H.
06/09/2021 | on ticket #944980 - Help on Director
"Our request was completed in a fast, efficient manner."
Don W.
06/08/2021 | on ticket #944649 - Please add Don to customerservice Distribution Group
"Steve was amazing remotely got the new phone up and running in no time."
Josette S.
06/04/2021 | on ticket #943810 - New phone
"Very responsive and willing to solve the problem to everyone's satisfaction! Thank you!!"
Janice M.
06/03/2021 | on ticket #943731 - New Employee - Please Add to Desk Phone
"Fast service from the techs!"
William G.
06/03/2021 | on ticket #943594 - PRIORITY HIGH: Tech service not recieving calls
"Thanks for sorting things out."
Randy L.
05/26/2021 | on ticket #943297 - Phone not rolling over to cellphone
"Handled very quickly"
Joseph C.
05/26/2021 | on ticket #943679 - E: Update Re: RE: [ EXT ] 2 of 5 ShoreTel ECC 2.0 data sets are not updating
"Friendly and knowledgeable service. Patience."
Nathan C.
05/25/2021 | on ticket #943170 - Phone system down
"Vince was great help as usual. Needs very little direction and completes work accurately."
Alan H.
05/20/2021 | on ticket #942962 - Onsite help request
"Jonathan is so incredibly helpful and always explains issues in a way a non computer person can understand"
Nancy R.
05/20/2021 | on ticket #943190 - Assessment: May 20th
"Really appreciate Bill jumping in and attacking the issue quickly, and then following up intermittently with the 3rd party vendor every few days"
Brad B.
05/20/2021 | on ticket #942223 - Port order for phone #
"Problem was resolved in a timely manner"
Shannon W.
05/17/2021 | on ticket #942635 - Shannon PC Clock
"Immediate response to quickly resolve the issue. Thank you Margi & Jonathan!"
Ann H.
05/11/2021 | on ticket #942304 - Ann H. kicked out of GIS software due to a possible license issue
"Your team is the best."
Carol T.
05/11/2021 | on ticket #940499 - Council Meeting
"Thanks Vince!"
Carson C.
05/06/2021 | on ticket #941911 - PRI D-Channel Down: SHORETEL
"Kyle explained what item needed to be purchased and why so approving the request was easy."
Sue B.
05/06/2021 | on ticket #941839 - Purchase of Office G3 license
"Great work as always!"
William G.
05/06/2021 | on ticket #941953 - PRIORITY LOW: remove accounts/phones
"Brian rocks!"
Elaine M.
05/05/2021 | on ticket #941127 - Adobe Acrobat Pro Issues
"this was very nice exchange!"
Randy A.
05/04/2021 | on ticket #941627 - Mitel phones - voice messages - outlook
"Thank you for your assistance!"
Vince A.
05/04/2021 | on ticket #941068 - Contact Center Supervisor Software Installation
"All good, Thanks!"
Joe D.
05/03/2021 | on ticket #941237 - SPAM attempt? Fwd: Password_Notification
"Brian was very helpful and resolved the issue quickly"
Sarah S.
04/26/2021 | on ticket #940732 - Sarah S. No Connection to P drive
"Johnathan was very helpful and went out of his way to help me. All good now! Thanks!!
"
Bob B.
04/15/2021 | on ticket #939558 - Bob B. Cannot connect to CVE network drives
"Thank You for the prompt and exceptional service, as usual."
Ken P.
04/14/2021 | on ticket #939187 - Shoretel PW
"
Jon C.
04/13/2021 | on ticket #939329 - can't login/access phone system
"
"
Thanks for the quick turn around this morning!
Jeanette P.
04/13/2021 | on ticket #939324 - Computer: YORK Locked Out
"
"
Sam's ability to understand and respond in a timely manner and he is always so kind. I am not very tech savvy when it comes to trouble shooting. He never make me feel inept.
Claudia F.
04/12/2021 | on ticket #939172 - Claudia F having issues VPNing to the server
"Jordan is the best. Can't say enough of the help he has given us and me specifically. Especially over this last month in working through our switch to new faxing software. Would be lost without his help on that.
"
Chris B.
04/09/2021 | on ticket #938620 - Mitel Question
"
"
Appreciated the help and also reaching out to carrier to troubleshoot the issue.
Julie S.
04/07/2021 | on ticket #937316 - Allstream T#
"
"
Margie and Sam are always super helpful!
Liz P.
04/06/2021 | on ticket #938609 - one user locked out of their account
"
"
Quick response. Problem solved! Thanks Again, Brian!
Erika D.
04/05/2021 | on ticket #938252 - Printer Install
"
"
Sam was a wonderful guy to work with. We ran into an obviously complicated problem and he did a wonderful job of researching and working with us to find a solution.
Austin T.
03/26/2021 | on ticket #936974 - Austin T adobe pdf editor still needed
"Thanks to Scott...answered some extra questions for me as well!!! Patient and understanding with a non-techy type person. Nancy"
Nancy R.
03/26/2021 | on ticket #937205 - Office 365
"
"
Tim is awesome to work with. Grabs the issue by the horns until it is resolved. Thanks!
Rick Z.
03/22/2021 | on ticket #936939 - SIP Migration Issue
"Justin was very helpful and fixed my issue very quickly."
Sarah S.
03/22/2021 | on ticket #936935 - Cell Phone Forwarding Setup
"Great turnaround time!"
Brad B.
03/19/2021 | on ticket #936738 - Shoretel voicemail password needs reset
"It took a couple of tries, but everything is working again."
Janell
03/19/2021 | on ticket #936295 - Outlook contacts not syncing to Communicator
"Individuals were very courteous and the issue was resolved without delay."
Claudia F.
03/17/2021 | on ticket #934827 - Non-Compliant Devices Main office\COG-CFETTER Win 10 x64 46.2%
"Great! Email is 100% restored!"
John K.
03/17/2021 | on ticket #936502 - (Email Problems) (only with JW Sales)
"work not required"
Jeff F.
03/15/2021 | on ticket #935774 - MIsc issues
"Hooray for Sam and Johnathan"
Nancy R.
03/12/2021 | on ticket #936028 - Bitlocked again
"Sam did great job figuring out the problem and fixed it. Thanks"
Kelly H.
03/10/2021 | on ticket #935358 - one drive
"Easy to follow instructions, explained everything in detail, very patient and professional"
Mark K.
03/08/2021 | on ticket #934775 - E-mail Compromised; Requesting Deposits from Customers
"Quick, detailed response to training question so we could move along about our day to day business."
Janet H.
03/03/2021 | on ticket #934760 - Question on Mitel Software compared to ShoreTel's software
"Fast and professional"
Bryce T.
03/02/2021 | on ticket #934370 - File restore
"Steve was super helpful not only calling but also reached out via email when I was unavailable for the call. Super handy as I am sometimes hard to reach by phone due to my jobs daily demands."
Josette S.
03/02/2021 | on ticket #933889 - Needs quote for Call Recorder
"Matt and Kyle are the best! Very helpful, polite and great follow through!"
Carol J.
03/01/2021 | on ticket #933601 - Call Forwarding escalated to iny ex
"Quick response and resolution received."
Daniel S.
03/01/2021 | on ticket #934212 - Mimecast
"Admin went above and beyond what was asked and provided a solution in a timely manner. While we did not go with that option it was nice that it was quickly offered."
Nick C.
01/14/2021 | on ticket #928988 - ECC - One User In Release OOS
"awesome job by all!! thanks so much for the help!! :)"
Randy C.
12/30/2020 | on ticket #927803 - Cannot access 130 network since power outage
"Tim did a great job and was very helpful in getting us back up. The entire TTX team: Margi, Brian, Chris, and Matt were all very helpful and nice to deal with!!!!! 2 thumbs up"
Randy C.
12/30/2020 | on ticket #927801 - Power outage
"Fast service!"
Rick N.
12/28/2020 | on ticket #927672 - Locked out
"Justin did a great job assessing the issue and helping us resolve it quickly. Thank You!"
Shannon W.
12/28/2020 | on ticket #927664 - No incoming / No outgoing
"Tim as always was amazing at digging in to find the glitch with our system. Fixed within seconds truly a gem!!!"
Josette S.
12/22/2020 | on ticket #926601 - voicemail
"All fixed - thanks Sam"
Mary S.
12/17/2020 | on ticket #926745 - VPN Install
"thumbs up!"
Randy C.
12/17/2020 | on ticket #926301 - drive access
"Quick response and great explanation. Thank You"
Larry F.
12/14/2020 | on ticket #926190 - 3 office phones again
"Thanks for the great service!"
Rick N.
12/11/2020 | on ticket #926023 - Z Drive permission
"Sam Roop is always friendly and efficient!"
Sarah S.
12/10/2020 | on ticket #925794 - Bluebeam
"Justin was great."
Craig B.
12/09/2020 | on ticket #925640 - Error with SoftPhone
"Bryan is awesome!! worth every dollar you pay him and probably more! he just makes stuff work. He also has a nice way of explaining things to, people like me who are not as smart in this field."
Randy C.
12/08/2020 | on ticket #923011 - possible IP conflict
"Excellent service by Jordan :)"
Deanna M.
12/08/2020 | on ticket #923850 - Mobility router needs new IP address
"Always responsive and correct your issues promptly. Preventing any disruption in my production"
Bryce T.
12/08/2020 | on ticket #924946 - Installation of VPN
"Appreciated the frequent communication updates (helped me communicate about the outage to the rest of the company). Also appreciated TTx staying in contact with the carrier on what seemed to be an hourly basis"
Brad B.
12/07/2020 | on ticket #924720 - dispatch set for sometime toda Thompson Firewall
"Sam was a GREAT help!"
David P.
12/04/2020 | on ticket #924968 - setting up a users PC to work remotely
"Jake was timely, thorough and from what I can tell, did an excellent job."
Brian S.
11/24/2020 | on ticket #921666 - 2008 to 2012 Migration (Mitel Migration Project)
"Acknowledgement of tickets response is always immediately and excellent."
Meliniece B.
11/23/2020 | on ticket #923852 - mitel connection
"Thank you as always for help and patience!"
Don S.
11/20/2020 | on ticket #923769 - licensing problem
"Thank you!!"
Daniel B.
11/19/2020 | on ticket #922130 - Switch Port Down?
"Brian fixed my issue."
Randy C.
11/18/2020 | on ticket #923612 - my documents not showing up remote
"Thank you!"
Ernie L.
11/16/2020 | on ticket #923105 - set up VPN
"Vince was very helpful. We found the problem together."
Sue S.
11/13/2020 | on ticket #922715 - Paging failing at WES.
"Brian is so good issues seem to fix themselves because I believe they are scared of Brian. and rightfully so. :)"
Randy C.
11/11/2020 | on ticket #922734 - Outlook issues
"Jordan did a great job finding the root cause and fixing it."
Jeff S.
11/11/2020 | on ticket #922808 - Fax is not working
"Bryan is awesome!! understands my network and makes things easy. Bryan = 2 thumb's up!"
Randy C.
11/10/2020 | on ticket #922135 - Allow pc to communicate with 130 network
"Brian is the MAN!!!!"
Randy C.
11/06/2020 | on ticket #922313 - no TrendMicro
"thanks to Jordan"
Jeff S.
11/06/2020 | on ticket #922172 - PRIORITY LOW: Mitel trunk group changes - Chippewa Falls
"It was handled quickly. There was good communication about the issue."
Daniel S.
11/05/2020 | on ticket #921967 - ANSYS update
"Always a quick response! Much appreciated!"
Jessica W.
11/05/2020 | on ticket #918753 - SERVICE REQUEST - PHONE NUMBER CHANGE
"Sam was helpful and resolved the issue."
Mike H.
11/02/2020 | on ticket #921533 - Outlook Opening
"Nate is great. Buzz is great. Justin is great. Jake from State....I mean TTX, is great. Marg is great."
Jon G.
10/30/2020 | on ticket #921286 - Roanoke office phones are down
"Loved working with Tim Winkler. He did a great job troubleshooting the issue."
Suzanne S.
10/30/2020 | on ticket #921318 - issues with a button box
"Excellent, expert service!"
Deanna M.
10/29/2020 | on ticket #921143 - mobility router not working since ip address change
"It appears to be working with the setup recommended."
Paula B.
10/21/2020 | on ticket #919384 - Help with placing calls through Communicator
"Tech support was able to get back to me in a reasonable time frame. Thanks again Team!"
Keith M.
10/14/2020 | on ticket #919369 - issue with calls not routing properly to phone
"Jordan does a great job, and I appreciate him. I have a minor request. This is my second ticket in a few weeks that I was requesting several deletions or changes to Mitel Director, where he overlooked one of the changes (the other was 918644). That reduces my confidence in Jordan and TTx. So, my request is please give better attention to detail."
Jeff S.
10/12/2020 | on ticket #918871 - PRIORITY LOW: Mitel Accounts Removal
"Tim took care of the issue extremely fast! Thanks!"
Winston B.
10/05/2020 | on ticket #918454 - unable to log in to voicemail from phone
"Very fast this time."
Marcus H.
09/29/2020 | on ticket #917853 - Mitel Director unavailable
"Thanks for the support..."
Don S.
09/24/2020 | on ticket #914079 - Name change
"Always super helpful and prompt in helping with whatever service request we need! Thanks!"
Jessica W.
09/23/2020 | on ticket #913706 - caller id - call overflow
"Great response and information given to us about a Windstream problem. Thank you."
Matt M.
09/23/2020 | on ticket #914124 - Windstream / Area Wide Outage - No incoming or outgoing
"Vince was very helpful and thorough-he did a great job! Thank you!"
Laura L.
09/22/2020 | on ticket #9134643 - head set
"Fast turn around"
Janet H.
09/22/2020 | on ticket #910139 - Phone is disconnecting / shorting out
"You did an Amazing job! Thank you and have a great weekend!"
Kelly L.
09/18/2020 | on ticket #913194 - license
"Although there was some legwork involved with this ticket, considering it was assigned to TTx I was surprised at how long it sat without any activity"
Brad B.
09/17/2020 | on ticket #900374 - Microsoft License Review request
"Margi, kept us informed frequently on the status of a D-channel that was down and we didn't have to call in to check the status of it. :)"
Beatriz C.
09/17/2020 | on ticket #913584 - Century Link Ticket/ PRIORITY HIGH: D-Channel down in Robbinsville
"Chris Bittner is the best to work with. Thanks!"
Chris B.
09/16/2020 | on ticket #913634 - Public IP Address
"Thanks Brian!! :)"
Randy C.
09/16/2020 | on ticket #913604 - FW: Cody - Windows User
"The change out went very well, hardest part was getting users to log out"
Chuck H.
09/16/2020 | on ticket #910801 - Battery replacements T/M
"Thank you for the quick response. Was on a technical support call and we needed a new machine. Nuances make things go! Thanks John."
Daniel B.
09/15/2020 | on ticket #913520 - Windows VM Install Issue
"Jordan always provide great support and follow thru."
Beatriz C.
09/15/2020 | on ticket #913421 - PRIORITY MEDIUM: 90V#1
"Great Service! Thanks to Justin!"
Becky R.
09/10/2020 | on ticket #912826 - intermittent no outbound
"Thank You Justin Howell! He answered all my questions! Gave good suggestions."
Michelle R.
09/10/2020 | on ticket #912503 - Directory Desk phone
"Sam was very helpful and courteous. He fixed the problem right away."
Sarah S.
09/09/2020 | on ticket #912926 - Vpn
"Staff was great. Researched everything and when we realized the problem was not on our end, made recommendation to call our client and have them research their end. They did so and the problem was resolved. Thanks so much."
Heidi S.
09/09/2020 | on ticket #912403 - Caller ID showing as wrong name
"It was great except the second half of my message was not recorded."
Sue S.
09/08/2020 | on ticket #912635 - change schedule for holiday
"Awesome job Tim!"
Daniel B.
09/04/2020 | on ticket #911818 - Adding 2 new SIP devices
"Bryan did really good on this. Bryan continues to just do an AWESOME job. -give this dude a raise!!- 11/10"
Randy C.
09/04/2020 | on ticket #911496 - Switch SSH and New Fiber Connection
"Vince was most helpful, as always. We also checked the PA system at Roosevelt."
Frank R.
09/01/2020 | on ticket #912082 - Stanton PA access.
"Appreciate the urgency in addressing this ticket so quickly"
Brad B.
08/27/2020 | on ticket #911527 - PCAST Server Utilization - (E DRIVE)
"I was disappointed in the fact that Mitel does not provide a way for me to get this information for the users, but Green because the tech did his job."
Daniel B.
08/26/2020 | on ticket #911274 - Mitel Conference Call Numbers
"Patience and communication"
Ayrek H.
08/25/2020 | on ticket #910703 - issues calling between locations
"Tim was extremely helpful."
Chris W.
08/20/2020 | on ticket #910809 - New employee needs to be set up
"Brian O did an awesome and quick job like he always does. Many Thanks"
Shannon W.
08/19/2020 | on ticket #910651 - retrieve a file
"SUPER FAST RESPONSE THANKS SO MUCH!!!"
Jessica W.
08/19/2020 | on ticket #910675 - PHONE NUMBER CHANGE
"Appreciate the on point guidance to resolve my issue."
Chris B.
08/19/2020 | on ticket #910596 - Question on Mitel vPhone Virtual Machine
"Quickly resolved problem"
Jerry M.
08/18/2020 | on ticket #910174 - GoToAssist unable to connect
"The promptness and thoroughness of the work. We were able to resolve the issue quickly with virtually no downtime for the users."
Louis G.
08/18/2020 | on ticket #910035 - Call forwarding
"Thank you. Easy fix but I needed to be physically in the office to figure this out with you, thanks again"
Ann C.
08/18/2020 | on ticket #909782 - Phone On Hold For 300 Hours
"Jordan is helpful, as always. In fact, I'd be over-the-moon to work beside him."
Aaron S.
08/11/2020 | on ticket #909781 - Presence error on Mitel client
"Tim was very helpful. Thanks again."
Robert A.
08/11/2020 | on ticket #909785 - question about a call with a blocked Caller ID
"Pointed me in the right direction for fix. Thank you!"
Ryan H.
08/07/2020 | on ticket #908680 - Texas AA Issue
"Justin was a terrific help. Helped get a valuable tool working for our staff members."
Chris B.
08/06/2020 | on ticket #907796 - Help with phone features
"Brian gets to retain his genius status, as he yet again fixed my issues. :)"
Randy C.
08/03/2020 | on ticket #907826 - Computer issues - Skype error
"Very grateful that the issue was found and eliminated."
Chris B.
07/31/2020 | on ticket #904765 - Network Slowness & Alerts on Switches
"Jordan completed the work in a timely manner and correctly on the first contact."
Jeff S.
07/28/2020 | on ticket #908175 - PRIORITY LOW: port 5 numbers at Chippewa Falls
"Quick response, thorough investigation, and good troubleshooting techniques. Keep up the good work, everyone; we appreciate the quality support."
Jonathan P.
07/27/2020 | on ticket #907051 - Voicemails not sending to email
"The problem was identified and resolved in a timely fashion. Thank you"
Robert A.
07/21/2020 | on ticket #906906 - Drive space beginning to run out on the PD server
"fixed my issues in a timely manner."
Randy C.
07/17/2020 | on ticket #906007 - FW: time clock
"Tim was helpful, efficient and pleasant. Thanks for the quick help!"
Fran S.
07/06/2020 | on ticket #906014 - Change Greeting
"Justin was quick to call me about my emailed request. He went over the details with me, and seemed to have a strong understanding of the program. He implemented 3 separate changes while I was on the phone to ensure they were done as requested. He completed everything well within the tight time constraints we had. Everything appears to be working as expected. I have nothing but positive things to say. Justin and TTx did a great job for us! Thank you!
"
Martin R.
07/06/2020 | on ticket #905799 - Revised Shoretel Work Group protocol
"The experience was great! Everything work out great! Thanks Tim!"
Keith M.
07/06/2020 | on ticket #905877 - called into the callout mailbox - reset vm for the operator
"Timothy was extremely helpful. He quickly fixed the problem and then gave me a tutorial on how to fix it in the future myself. Very patient. Thank you!"
Michelle U.
07/01/2020 | on ticket #905684 - wrong greeting playing when people call in
"Got us what we needed in a reasonable amount of time."
Chris B.
06/29/2020 | on ticket #903319 - Mitel Health Assessment
"Great support from Justin!"
Beatriz C.
06/26/2020 | on ticket #904974 - PRIORITY MEDIUM: India AA changes
"quickly found and resolve the problem"
Scot S.
06/26/2020 | on ticket #905189 - VM system not working
"As always, super quick and helpful service!"
Jessica W.
06/25/2020 | on ticket #904967 - Findlay Service Request
"completed the request quickly and efficiently. Brian is awesome! :)"
Randy C.
06/25/2020 | on ticket #905011 - New user1 and New Hire accounts
"Brian looked into and explained very nicely what was happening."
06/25/2020
06/25/2020 | on ticket #905016 - FW: Trend Micro alert
"Brian did a great job assisting with our departmental problem. I couldn't have asked for faster service. Thanks again."
Robert A.
06/24/2020 | on ticket #904786 - video not playing on windows media player on all pc's
"Representative was knowledgeable, friendly, and attentive. Appreciate the great service!
"
Sue S.
06/23/2020 | on ticket #904794 - issue with calls going direct to voicemail for one user
"Timothy Winkler was very helpful, polite, and fast at resolving the problem and explained everything to me which made it easy for me to help him get the information he needed to make the cordless phone work again, Thank you for all your help."
Marcia N.
06/19/2020 | on ticket #904243 - Extension issues
"Bryan did good job! worked well with us to understand the task. :)"
Randy C.
06/18/2020 | on ticket #904278 - Content Filtering
How We Use Net CSAT Score
The calculation
The Net CSAT Score is a single number that gives us an overall picture of how well we’re doing, based on how many positive and negative reviews we’ve received. Because it’s standardized, it’s a metric we can track weekly, and manage against. It’s calculated like this:
(Percent Positive Reviews – Percent Negative Reviews) / Total Reviews = Net CSAT Score
Feedback Collection
Every time a customer closes a support ticket, they have the opportunity to provide feedback on how well we met the expectations of our brand promise throughout that specific interaction. If they want to provide an optional comment, they are encouraged to do so. We average over 250 reviews every quarter, and broadcast our real-time CSAT score on a dashboard in our network operations center (NOC).
Quick resolution.