Their technical support ticketing system is separate from their provisioning ticketing system. I will elaborate. I opened several tech support tickets and had a great experience emailing back and forth with support. My issues were handled promptly. When I submitted a number porting request application, I got an email saying the request was denied because the name on the form was not authorized with the carrier. No big deal. I addressed the issue and replied to the email asking how to proceed. I heard nothing. Over the course of two weeks I emailed them several times and received no response. Eventually I called in only to discover that there are two systems and if I reply to an email from the provisioning system it essentially goes nowhere. Instead I needed to log back into the portal, look up the provisioning request, go to the comments tab and enter my replies there. No one tells you this. You need to figure it out on your own. It's obviously not the end of the world, but given that our old fax platform was no longer working, it did have an impact. I will say that once I understood how to communicate with the provisioning team, things went much better.
One other thing - they don't have native integration with Active Directory. They have a very convoluted way to periodically sync using a Python script. For such a mainstream service, I would expect better integration with at least the most popular systems like Active Directory. Same goes for the initial import of users. I spent a couple hours trying to get the Python script to work and eventually just ended up manually creating accounts as needed. It was not worth the headache, though it now introduces another system that needs to be maintained manually. Review collected by and hosted on G2.com.