Powering Better Support: What’s New Q2 2025

Over the past quarter, our Support team continued to improve the customer’s experience and we’re sharing highlights from recent improvements to your support experience.

Focus Areas

The Support team's goal is not only to resolve technical issues, but also to ensure a positive experience throughout. They heard your feedback and worked on the following focus areas: 

• Shorten chat wait times
• Decrease our case queue backlog
• Accelerate case resolution by surfacing and prioritizing the right cases 

During Q2 2025, the team resolved 20 key system enhancements across the support platform, primarily centered around two critical components:

• Customer Experience (13 Enhancements)
• Customer Support Operations (7 Enhancements)

Technical Support Improvements

These updates were driven by feedback from frontline support engineers and direct customer interactions. Key themes across the completed enhancements include:

Case Handling Optimization

Resolved issues and improved workflows directly related to case submission, escalation, or priority handling. This ensures smoother operations for both Standard and Premier support customers and allows us to work on the most critical issues first. For customer visibility, here are the ways Support classifies cases, with examples:

1. Urgent (Portal is unreachable, multiple “Collector Down” alerts simultaneously, total loss of monitoring)
2. High (Loss of historical data, Issues causing a limited performance impact within the LM portal or affecting resources, LM Logs, or Websites within the portal)
3. Normal (Alert generates in portal but notification fails to route properly, Issues applying to monitoring or adding new resources)
4. Low (General questions regarding monitoring availability or product functionality, Requests for best-effort assistance with graph, report, or expression tuning, mobile app issues)

Premier-to-Standard Handoff

To prevent repeat wait experiences, the team adjusted the Premier-to-Standard chat rollover behavior to avoid dropped engagements and ensure consistent coverage. They also added workflow to notify Premier when chats are served by other teams.

Added the ability to bulk add collaborators to cases and revised email notification shown to users

In scenarios where a group needs visibility to cases, they added the functionality for support engineers to bulk add users/teams. In addition, they updated email copy to clarify when and who (collaborators) are added to cases. This enhancement provides the right level of visibility to the right people, strengthening collaboration and partnership.

Improved consistency in bulk case creation for proactive Premier Support submissions

For cases proactively submitted on behalf of Premier Support customers, Support improved the functionality of bulk creating cases so that support teams have consistent messaging and requirements across accounts with similar work. 

Our Wins…And We’re Not Done Yet! 

Since the last update, the Support team has made strong progress in reducing the backlog of unresolved issues. Focused effort and cross-team collaboration have helped them work through a significant volume, and they’re continuing to refine processes to keep momentum going.

At the same time, we know chat wait times still need improvement. We’re actively addressing this by expanding our team of product experts to better meet demand and improve response times.

Thank you for your continued patience as Support keeps pushing forward. More to come soon!