LogicMonitor Support - Q3 Update: Faster Help, Better Routing

LogicMonitor is focused on resolving issues quickly and delivering a seamless, transparent Technical Support experience. Here’s a look at the improvements we’ve made recently, all based on your feedback. We’re here to make Support easier and faster for you to get the help you need.

Customer Experience Enhancements

• Improved Case Visibility: The Case ID now appears in the case info view in the LogicMonitor Support Portal, making it easier to reference and share.
• Clearer Case Labels: Support cases marked "On Hold" have been updated to "Active Escalation" to reflect true status and reduce confusion.
• Streamlined Solved Case + CSAT Flow: You’ll now receive one combined notification for solved cases and the Customer Satisfaction survey.
• Customer Satisfaction Survey Access: A direct survey link is now available on the Support Portal homepage to encourage real-time feedback and team recognition.

Operational Improvements

• Smarter Case Routing: Enhanced logic now routes cases to the right team on the first try—improving response speed and balancing workloads.
• Premier Support Capacity Tracking: We’ve implemented better handling of Premier Support Engineer (PSE) workloads to prevent cases from sitting idle.

Workflow and Automation Upgrades

• Automated Case Assignments: New triggers reduce manual triage, ensuring our team responds faster.
• Multiple Image Support: We resolved errors that previously blocked responses with multiple attached images.
• Support Portal UI Updates: Several refinements now make key case details more accessible and consistent.

Wins This Quarter—and What’s Coming Next

This quarter brought measurable progress in how our Support Engineers work: faster routing, cleaner data, and better visibility for you.

Here’s what we’re tackling next:

• Major upgrades to the AI chatbot experience.
• Continued reduction in chat and case wait times.
• Tighter alignment between Premier and Standard Support workflows for more consistent service.

Your feedback helps drive these changes—thank you for partnering with us to make Support stronger every day.