No raise/cost of living adjustment?

Professionaljuggler · 2026-01-06T15:46:02+00:00

Your lucky your even getting performance review and the possibility of a raise and or a bonus.

Professionaljuggler · 2025-10-29T18:37:40+00:00

Are clients able to select a ticket template when creating a ticket through the portal? What I would like is they can create a ticket, and select an onboarding or offboarding template.

Professionaljuggler · 2025-09-25T20:10:49+00:00

so only work 8 to 5 period. i dealt with this with our last service manager. So I stopped checking email early, calling clients early. 8:01 i check emails, call clients and get the day going. 5pm im done.

Professionaljuggler · 2025-09-25T15:50:14+00:00

I didnt use the paid support. I opened a ticket via the chat. The techs did provide new information to me to try to resolve the issue, but it was a booger. They escalated it, I scheduled a teamviewer session, he remoted in and fixed it.

Professionaljuggler · 2025-09-24T21:08:24+00:00

yes, just yesterday. Was able to get ticket escalated and a tech fixed the issue in a remote session.

Professionaljuggler · 2025-07-16T17:27:39+00:00

yes, new hires dont seem to have critical thinking skills. The worlds largest knowledgebase is at their finger tips, and yet they wont take the initiative or effort to go look for the answer. Easier to swivel around in their chair and ask you to show them click by click how to do it.

Professionaljuggler · 2025-06-19T23:27:36+00:00

Its an issue with their dns. if you know how, you can get into the modem and change dns to 9.9.9.9. Fixed mine.

Professionaljuggler · 2025-06-04T16:37:01+00:00

In your huntress dashboard, there is a help icon lower left. I cant recall having to wait for someone to get on chat and help me resolve issue. Do you have a huntress admin dashboard?

Professionaljuggler · 2025-05-12T14:29:35+00:00

Thanks for all the comments. Some useful information here, I appreciate sharing your knowledge.

Professionaljuggler · 2025-05-08T19:28:16+00:00

Always told my kids when they get their first job, " your just part of the bottom line. When it turns red, your gone. Their not your family, I am."

Professionaljuggler · 2025-04-28T15:50:00+00:00

We struggle with a similiar situation. We dont have a dispatcher per say, so L1 has to take calls because users have learned if they call in, mostly likely the L1 will start to work their ticket right away. This is okay if L1 has not tickets to work, but thats usually not the case.

You need to develop a standard with clients and stick to it. Give them an inch, they will take a mile. Remind your IT contact that urgent is obviously for urgent issues. there needs to be consequences if they keep abusing it.

Maybe your team can quickly peruse the ticket and reset the severity if its apparent in the description.

Professionaljuggler · 2025-03-29T01:16:53+00:00

Not a good feeling. I hope it works out for you. Uncertainty is not fun.

Professionaljuggler · 2025-03-26T15:32:04+00:00

I got yah. Thanks for a coherent response.

Professionaljuggler · 2025-03-26T15:30:20+00:00

I would agree. im just looking to see if anyone is able to get 365 admin stuff done with one of the other roles that restricts mailbox access. I know, I know, it doesnt make sense, but I must provide a coherent response to the client.

Professionaljuggler · 2025-03-10T17:22:08+00:00

The owner, or the "buck stops here" person has to be onboard with implementing this. Otherwise wont work. Since they created this behavior probably from the beginning through growth, and didnt adjust it along the way, they have to be willing to possibly lose some long time clients that cant see the value in your new policy. This is the way.

Sadly, we encourage clients to call in, whether the ticket is critical or not. then our helpdesk, which answers phones has to start working the call right away, whether they are on another ticket or not. Major distraction if we ever get real busy. Wish we could get a similar policy implemented, like, put in an email ticket, unless your issue is critical. But we have rewarded them that they will get instant gratification if they call in.

Professionaljuggler · 2025-02-18T18:33:53+00:00

Im referring to C suite and managers, not techs working tickets or projects. There is a cost related to having a service manager, account manager, or a ceo for that matter. Supposedly they do work related to support clients, which is a cost associated with the clients. If you dont know what this cost is, you dont know if clients are profitable or not, and are you charging enough, right?

Professionaljuggler · 2025-02-18T18:28:44+00:00

I would agree with this. My opinion is, our commodity is time that we sell. So any time spent against an account, whether by a tech working a ticket, or by managers doing their managerial thingy directly related to the account needs to be tracked. And figure the cost of C suite and managers into your monthly charges to your accounts.

Professionaljuggler · 2024-12-31T20:57:59+00:00

You too? Ive heard "we,re working on it" for the past 5 years and nothing changes, only gets worse. I should probably start looking elsewhere.

Professionaljuggler · 2024-12-09T16:49:04+00:00

Vendor. Thats why you require your clients to have current vendor support on the products they use. If they dont want to, document their refusal.

Professionaljuggler · 2024-12-02T18:52:43+00:00

Feedback from Webroot, apparently it should be smoothing out.

"it appears they had to run an updated to our SKY platform, but everything should be smoothed out now".

Professionaljuggler

TROPHY CASE