Service
Why tickets for everything?
Because a ticket has an owner, a date and a record. A verbal promise has none of those. You can see exactly what has been done and what is next.
Answered by Jamie Deeter, Service Director
Offshore helpdesks subcontract the hands-on work to someone who has never seen your network. Every piece of gear we install is built and installed by a Midwest IT employee.
Local or offshore, honestly Gold Star survey"Great job."
Leigh, Lake Geneva hotelMore from the survey wallA ticket is a promise with a name on it
When you call and a technician says they will take care of it, that sentence lives in one person's head. When it is a ticket, it has an owner, a due date, a priority and a history that anyone on the helpdesk can read. If the technician is out sick tomorrow, the ticket is still there and someone else picks it up knowing exactly what has been done.
Tickets are how you can check on us
Every ticket is visible to you. You can see when it was opened, who has it, what they have done and what is next. When a survey comes back unhappy, the ticket is what a partner reads before they call you. Without that record, a complaint is one person's word against another's.
Tickets are how we see patterns
One printer jam is a jam. The same printer jamming eleven times in a quarter is a printer that needs replacing, and the tickets are how we notice. Your account manager reviews ticket history before every scheduled review, which is where a lot of roadmap items come from.
You do not have to write them
Call, and the technician opens the ticket while you talk. Email the support address and a ticket is created. The one thing we ask is that requests go to the helpdesk rather than to a technician's personal phone, because a text message has no owner, no date and no record, and that is exactly how things get lost.
Where we did this
Order the internet circuit the week the lease is signed. Carriers take six to twelve weeks. Nothing else on a move fails as often.
The relocation checklist Did you knowA backup that has never been restored is a hope, not a plan. Ask for the date of the last tested restore.
What to actually testPeople also ask
Do you train our staff, or do we call you for everything?
Both. We train at least one internal administrator on the routine tasks so a new phone on a Saturday is not a ticket, and we give them material to train everyone else. Anything touching security, servers or data stays with us.
The full answerWho actually does the work, and how experienced are they?
The people who answer your tickets are employees here, in Pell Lake. Our level one technicians work to a standard most firms would call level two, and nobody is handed something they have not been set up to handle.
The full answerHow fast do you respond?
Our average response to a new ticket is 20 to 25 minutes, against a two-hour response commitment written into every plan. Every request becomes a ticket with a technician's name on it; emergencies are worked immediately.
The full answer
"Thanks for the hard work. I was kept informed with regular updates until the concern was resolved."
Jeff, insurance brokerageMore from the survey wall- A technician who knows your setup takes every request. Not a dispatcher, not a queue.
- Every closed ticket is surveyed and a partner reads every response.
- 99.5% of surveys come back positive.
- Family-owned since 2005. 21 years in the same corner of Wisconsin, not going anywhere.
"Another great job by Midwest IT. Our company just loves your fast response to our issues."
Client, 2024 surveyTired of chasing promises?
Every request gets a ticket, an owner and a date. Ask us how it works.
Talk to a partnerTalk to a partner, not a sales script.
Tell us what is going on. A partner will call you back the same business day, look at what you have, and tell you honestly whether we are the right fit. No pricing pressure, no pitch deck.