Tag Archives: surveys

TeamDynamix Ticket Closure and Surveys

TeamDynamix Ticket Closure and Surveys

What Status to Use

When closing a ticket, you should almost always set the status to “Closed-Survey“.

Please do not use “Cancelled” – that status is set when the requestor withdraws their own request (for example, if they resolved the issue before we responded).

Note that the “Closed” status does NOT send a survey. We set this status for things like junk mail, system-generated notices, and any ticket without a valid requestor (e.g. voice mails in some cases, and phone@log entries). You should not be using the “Closed” status very often.

You can use the “Referred” status for calls that result in an immediate referral, such as to the Registrar or Admissions. Please don’t use it in cases where we have worked with the customer and then escalated their request to another IS team.

Long story short: if you spent any amount of time working with a customer, set the ticket status to “Closed-Survey” when finished so they have an opportunity to submit a survey.

How TD Surveys Work

Surveys are sent 100% of the time when a ticket is put in the “Closed-Survey” status. The survey is sent only to the requestor. A single requestor will not receive a survey request more often than once/week. Customers are welcome to provide feedback directly to any of the ISCS Managers if they have concerns with the survey process, or have not received a survey link.

Customer Feedback 12/1-12/22

I got a bit behind on reviewing customer surveys. The following comments are for surveys from 12/1/2016 to 12/22/2016. There were some really nice comments here and some shout-outs for specific techs.

Happy holidays, everyone. 🙂

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Thank you! Amazing response and service

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Brandon was courteous and knowledgeable.

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Thanks so much. The staff were all excellent! They took care of the problem, and I sincerely appreciate their work. It saved me a lot of heartache.

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Responsed very quick and directly to the point

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The person who picked up the computer was great! He was friendly and he thought to ask if there were any special requests and also if there was a preferred time frame for delivery. The person who dropped of the computer was also great. He was very helpful and pleasant.

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Friendly, helpful and she knew what she was doing. Thanks.

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A request was made by UABC to link our copier with a UABC folder. This was done, and everything works fine on both ends.

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Easy, automatic and quick response

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Max helped troubleshoot my issue. Works like a charm!

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This service was quick and easy.

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Solved my issue in very short time

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They were very helpful. When I called the issue couldn’t be solved but she ended up calling me back at home and solved the issue. Thank you, I didn’t expect a call back.

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I really appreciated the follow-up emails and phone call to check in about the situation.

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Person was professional and helpful.

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All of the staff I dealt with at the service desk were extremely patient and helpful in resolving my computer problems.
service was friendly and quick.

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I appreciated the tech going back and testing my issues on various computers/set ups and letting me know along the way what he discovered. Though the end results was I cannot run Photoshop on my Mac due to a photoshop version issues, at least I know its not ME or my computers, its a company issue. I appreciate the help and communication from CN

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Staff took the time to work through this somewhat complex issue during an intense support demand cycle. I was very appreciative of the time that was shared to resolve this issue.

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Patient and helpful. Solved my computer issue remotely.

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very helpful.

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Everyone has been helpful, friendly, and informative.

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John was very nice and skilled. He solved the problem quickly and with good humor. Thank you.

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Request and completion of service request was within 4 hours – exceptional! Took me longer to remember to submit the request!

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All staff I talked to were very responsive to my needs. Great help, thank you.

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Thank you so much for fixing the problem!

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I had to keep coming back but not because of something they did just because of issues continuing to come up and they were very helpful when I had to keep coming back.

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This was my fault- I totally forgot to use the VPN before trying to access my P drive. The person helping me was patient and friendly and stayed with me until I was logged in, even though I knew immediately what I had done wrong. I always appreciate the friendly service I get when I call the help line.

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shannon is the best!

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What information was available for the MBA classes, and connection to Portland OHSU was given me in a timely manor.

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Victor is always great to work with. Overall your team is knowledgeable and extremely helpful.

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Vu was very helpful and able to get my mapping problem solved.He took it to the appropriate person and got it taken care of. He also wrote good notes so the person that I called back and spoke with knew all I needed to do was relog-in to my computer.

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The service was quick and excellent. The technician went above and beyond to do the install and explain other features of the OSU network that I was unaware of. Thanks so much.

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Very helpful and gave me the tools I need so that I can be more independent with installations.

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Ben did an excellent job helping me with my situation.

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Great help!

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The gentleman who assisted me was patient, thorough, and extremely courteous. I am not proficient in using computer systems, and he was gracious and walked me through the steps and I easily reset my password. Thank you.

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The service is good and the staff are very nice and helpful and they try their best to help the students.

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This request was more complicated than any of us expected, and required a follow up call to get all the access set up correctly, but everybody was very kind and responsive. CN is great to work with.

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The Service Desk staff is always courteous, prompt, and willing to work through my problems. I really appreciate that they don’t make me feel I am bothering them!

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Very fast reply to the urgent issue/question and we found the recordings in the suggested location (media.oregonstate.edu)

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Very helpful and patient

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Quick and easy resolution, very personable on the phone. A+!!!

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I have had several times this past year to contact the service desk for something about our equipment. Every interaction has been very professional and the service has always been in a timely manner, with everything sorted out and the system up and running again. They are a great group of people to work with.

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We received the help we needed in a timely manor.

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The service staff is always helpful. Thanks!

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Both the person I scheduled with and the person who did the interview were wonderful! Knowledgeable, helpful, made things as easy as possible, very understanding of context….it was an unmitigated pleasure! Thank you.

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Staff was able to fix the problem quickly.

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Mike did and excellent job! Thanks again!

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Worked directly with Shannon Osborne at OSU-Cascades. He spent hours with my computer and station to determine and remedy the problem. Shannon is a true gift to us at Cascades.

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I had a very good experience from the IT staff. They were friendly, and worked diligently to fix my problem.

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My question was answered quickly. I could tell the person who answered was in training as I heard the trainer direct her, but it didn’t delay anything…all went well. The trainer quickly directed, and it’s encouraging when new people have good guidance.

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Thanks for following through

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Max was very helpful and got the problem solved over the phone.

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Robin was great and stuck with me and the problem until it was resolved.

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John was very helpful. He gave me the answer I needed, made the changes I requested and offered CN services for any future needs.

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I can’t remember the name of the woman who helped me (it was only 24 hours ago, this is embarrassing) but she was a bulletproof professional. I have worked in lots of over-the-phone customer-service jobs, and the Service Desk Tech who helped me, sustained my ongoing amazement at how patient and friendly OSU’s Service Desk staff are. You / your staff / everyone I’ve ever dealt with in person or on the phone has been fantastic.

Having your department to rely on has freed up hours of frustration on my end. At other jobs, I’ve had to be my own tech help, or had to wait, or had to deal with someone who was unpleasant, even if they could create a good outcome.

Whatever you’re doing to get good staff and keep them this happy – keep doing it. Calling your technicians is like waving a magic wand, I love it, and your phone number is the first one I memorized when I started new here about 1 year ago.

Have a great holiday and take care of your technicians!

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Staff came and fixed my problem, and ended up fixing another too. Thats good service.

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Always super friendly and helpful!
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Excellent! Also went out of the way to get my voicemail working.

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Great service and fast.

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She was very helpful and friendly!!

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Thank you! Thank you! I’m glad she had encountered a similar problem before so she knew the likely cause. 🙂

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Patrick was a great help getting the new tower and components installed for us. I would definitely like to work with him again!

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Any time I have called for assistance everyone has been very nice and helpful and have gone out of their way to solve the issue. Thank you all.

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Thanks for all the help!

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Everyone who helped me was kind, knowledgeable and explained everything thoroughly. My computer was fixed promptly and correctly. Plus that two people who helped me when I went to pick up my computer were extremely attractive. So, thank you.

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The Help Desk staff got back to me promptly. Because the issues were caused by the Banner upgrade, it was resolved before I have a chance to talk to the help desk folks. The help desk staff are always helpful. I am truly appreciated all their help!

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Max jumped on this asap. Chris made the update quickly and Max notified me that it was complete. First rate service!

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Very friendly staff willing to help with even the simplest things. Make my morning much more pleasant 🙂

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The staffs were able to resolve the issues that I’ve been having in a timely manner

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Came the day before appointment was set (the day of the request) and had the build done the very next day. Very appreciative of the timeliness. Thank you.

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I always get great service

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Very kind and very helpful!

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The technician knew exactly where to look on my computer (remotely) to find that I already had the software I was looking for.
great service as always.

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Did a great job and was extremely fast.

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Service Desk staff are friendly, efficient and helpful. I have had many interactions with them over the course of Fall Term 2016 and each of those interactions has been very positive and successful.

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great service

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Ryan was very friendly and helpful. I appreciated the time he gave me.

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Very helpful as usual.

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Responded within 24 hours, offered ways to solve problem.

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Prompt service.

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Awesome Help!

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So nice!

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Extremely helpful and patient.

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Representative was very helpful, respectfully, and friendly.

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I had just a short question, but it was handled efficiently and successfully. Thanks!

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Excellent help as always.

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I enjoy working with Greg Chilcote. He’s always patient and thorough. My issue is resolved completely.

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All staff are extremely helpful and patient with those of us who are sometimes tech challenged! I find them easy to work with and my cries for help are usually handled in short order! Thanks so much for doing a great job!

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The tech knew exactly how to fix this. I was deilghted, and he helped guide me through a few questions I had about the Outlook inbox as well.

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Customer Service is always excellent, but in this particular case, it was above and beyond! A tech was able to come to my office and resolve my issues the same day I worked with someone over the phone. I couldn’t be happier.

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Excellent service–always!

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Excellent service. Took the man less than a minute to find the answer to my inquiry. Thanks!! You are awesome.

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They always solve my problem efficiently and with a great attitude.

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Very responsive and thorough!

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very fast and efficient

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Service was terrific – friendly and helpful! I really appreciated the support!

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CN staff is always very helpful with a great attitude.

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The staff member I spoke to (I’m sorry, I don’t remember his name!) was extremely helpful and patient with me. He got my problem solved in no time. Thank you!

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Staff were knowledgeable and helpful. Very efficient response.
thank you. always happy with the help i receive!

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Very helpful and fast!

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Anytime I have had a issue no matter how big or small they were always able to solve it and are always friendly and courteous

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John was very quick in responding to my issue. I appreciated that he contacted the AppWorx specific service staff on my behalf rather than just transferring me. Thanks!

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Quick response and communication with staff. Very easy to work with, thank you!

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Very patient, very expedient, was able to “translate” my non-IT descriptions to understand the issue to be able to solve it

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It was difficult to get my Oregon state Outlook account up and running on my home computer; it took an hour. The service desk was upbeat and determined to get the job done and I thank them for their perseverance. It is now working well.

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She was very nice and answered all my questions. I have talked with her before and I hope that if I ever had any more tech problems,I would get her.

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The responses by the service desk have always been quick and courteous. I appreciated the response and explanation of the issue so that I can better prepare to avoid similar scheduling issues in the future. Thanks!

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I always have a positive experience when I call the Service Desk for help. The staff are very professional, kind, and most of very patient with me. They always explain what they are doing, why a problem may be occurring and how to resolve the issue. They often even teach me how to trouble shoot on my own if a similar situation were to arise in the future. I really appreciate this! They are wonderful and I feel very supported by the IT staff!!!

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Service has been great

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The service was great, and I appreciated it very much. Thank you
Good, fast service. Asked good questions to clarify our needs and took care of the request promptly.

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Very nice, quick and easy

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Problem was recognized and fixed with in minutes. 100% satisfied.

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Very helpful and always pleasant talking.

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Prompt response to ticket and followup issues related to other computers. Clear and concise communication.

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Great as always. Thanks.

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Very quickly done. Only thing I’d have improved on is if I could have done it myself — seems like something I shouldn’t have to have you guys do! They suggested I take Drupal training, which I guess I can/will do, but again, something like this seems like an item that individuals should be able to update without having to do web training. Anyway, thanks!

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The problem was fixed~

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Thank you for your always-excellent support.

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Thanks for the prompt response. Was able to get Statgraphics updated and proceed with tasks. Thanks

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Staff has been very helpful during a computer crash and transition to an alternate computer.  Each problem was solved and very quickly.

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friendly, honest and efficient service

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Really great service by Shannon

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The staff at the service desk are, as always, easy to work with and quite helpful.

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I worked with Vu, Kevin, and Robin… each of whom tried a different approach to solving the problem. Unfortunately it did take several attempts and several hours to find the solution, bu the staff were very courteous and professional throughout!

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Quick turn around – 2 days. Haven’t been able to test yet since the person on account is out of office this week!
Thanks as always for your help!

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Very helpful tech – Jade. Got what I needed!

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Friendly staff. Very helpful and quick.

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appreciate the fast responses!

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Whenever I have questions or problems with university computer services, the response are always timely and helpful. I simply reported junk mail winding up in my In Box because I assumed that you would want to know.

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The staff was attentive to my needs.

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turned out that i didn’t get the right info the first time–that on wireless, we don’t have the capability to do this procedure. That being said, I found the first guy i talked with to be very thorough in his strategies and he tried to be very helpful, was very courteous.

I don’t usually respond to these surveys as i am quite satisfied with the tech support from OSU, but i thought he went above and beyond to try to help me solve my issues.
thanks

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Very friendly and quick.

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Todd Soli is our liason and was very responsive.

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I’ve called numerous times for different things, and appreciate the help I get each time. I’m still waiting for another mailbox to merge into my account for employee benefits, and wasn’t given a timeline on when that would happen. Everything else has been set up though.

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Brandon was helpful and quickly logged on to my machine so he could see what the problem was and make sure everything was cleared up.

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Issue was not resolved, but was given an alternative way to complete the job.

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I had three problems of IT needed to be solved. Ken was polite and good. Unfortunately, the printer issue did not completely work out. I had problem again. Thanks for asking.

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the data was backed up very well and in the said time

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The issue was resolved in about a day – thanks very much for the help!

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They figured out the fix very quickly and had it resolved in 5 min or less via screen connect. Only thing that would have been better is if there was an explanation on what caused Outlook to change the notification method on its own.

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Everybody was helpful

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“Once I spoke to the tech we worked through the problem quickly. I would have given an Excellent but I had been sending emails to “”spam reporting”” for 2 weeks prior and had gotten no response and no relief from the deluge of “”inappropriate”” emails.
Thanks for the help”

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Staff member did check colleagues when it was not obvious yet that there was a larger Box issue. So happy to not get a pat “we don’t see anything wrong” answer.

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Good feedback and timely responses

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I would’ve preferred if they were able to take it down themselves, but they gave a thorough response on how I could take it down myself.

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Very helpful

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Staff were very helpful in getting my computer to log into the OSU site from an off campus location.

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I use the services from off campus and have found the staff quite helpful.

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Keenan was a delight to work with as he was professional, ensured my questions were answered, and quick to deal with my request. In the beginning, I was passed back and forth between CN and the Information Systems Classroom Technology Department, but once Keenan took over, he combined my three tickets into one and everything went smoothly.

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No complaints

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Service was great and fast, really needed especially during finals week. 🙂
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Service Desk Digest 9/23/2016

It was a very busy and somewhat chaotic week and I am tired. I have lots of things to tell you all, but for now, how about some nice survey comments from the past week instead?

Despite some frustrating moments, our team made the week better for a lot of people. Good work, everyone.

Note: In addition to the below, there were two complaints and one suggestion. Both people who complained have been helped and said “thank you” afterward.

Survey Results since this past Sunday:

Thank you for spending weeks and multiple attempts trying to fix the Windows Photo Viewer. I really appreciate your patience.

Yes, the technician was very helpful and solved the problem immediately!

Helpful and efficient with good customer service.

They were persistent until the problem was solved.

Russ was great!

great job

Patrick was excellent! He knew what to look for, what to do and cleaned up some items that may not have contributed to the problem, but could have. He went that extra mile to cover all the bases the first time. It was an intermittent problem and I haven’t had problems since and hopefully this took care of it.

I really appreciated Jessee stopping by within a few minutes of placing my call. He tested the PC and accurately diagnosed the issue and gave me a solution that worked!!!

Gina and Joshua were both great and friendly in assisting me set up my new work computer.

The technicians who helped me were great. I got the information needed and my questions were answered. They were knowledgeable and prompt in the service provided.

She was able to find my missing folder. Extremely happy. Saving me years of work.

it was a qucik email note to check that my comptuer had been updated. It went well.

Super helpful and consistent with communication.

Did a great job

no suggestions, everything looked great.

Tech was great. He stayed with the problem until he had it solved. Greatly appreciated.

Really nice and patient. Very knowledgeable

Nick was able to take care of getting us a shortened simple URL to mail out to 10,000 homes. I had asked Qualtrics, Victor V., and Nick got us one quickly. So HAPPY!!!!

I have had very helpful, knowledgeable interactions with all the technicians I have worked with.

Very helpful and cheerful. Solved the problem in minutes.

Thanks for your nice follow-up note. Again, I’ve been very pleased with my experiences with CN in the past and know you all work hard at what you do. We appreciate what you do.

it was great.

Tech was fantastic!

Everything was great. We were able to get Adobe Acrobat Pro installed on two of our computers to enable us to edit a document quickly.

CJ, was very nice and helped guide me in the right direction to getting my computer fixed. Appreciated the great service.

Its good for me.

The service rep was very patient for me and he was very supportive. Thank you for your great service.

He communicated very well and knew exactly how to solve the situation

The technical was very polite and professional and tried to resolve the issue. Unfortunately, as it turned out, there was no “automated” way to do what I was asking, so I ended up manually transferring the calendar entries from the Google calendar to Outlook.

The service was perfect and the technician was very helpful and nice. He was also very calm even when he couldn’t figure out the problem right away.

Good! Very nice and kind service!

It’s helpful to not only have the problem fixed but also explained. Thanks!

The issue had to do with a listserv I created and though the technician wasn’t 100% familiar with every aspect of the system he was able to figure things out in short order.

I don’t know his name, but he was very helpful and nice