Last quarter, we migrated to a new Support Portal to provide our customers with a more modern experience, complete with new accessibility options, improved security, and AI so customers can get quick answers to their questions.
As with all changes, there were some setbacks and surprises. We took note, then took action. Here’s an update on the improvements since the migration.
Bot Behavior (Biggest source of constructive feedback)
We enhanced word recognition for the chatbot to initiate case creation workflow, for example, “create case”, “submit ticket”, “chat with engineer”, etc.**
We corrected behavior where two tickets were created for the same customer by the bot and both were closed without resolution.
AI Quality of Answers: The AI experience will improve as we continue to ingest more data into the system. We appreciate your patience and energy as we onboard the newest member of our technical support team.
Visual Indicator for File Attachments
Added a visual indicator in the case feed to show when a file has been attached to a case.
Health Check Cases Visibility
Added filters to show Health Check cases in the Support Portal.
Support Portal General
Updated a code snippet for customers experiencing blank chat windows after clicking the “Get Support” button.
Access
This was also a source of frustration for our customers. We addressed issues preventing customers from accessing the new support portal as seen by an increase in account creation and usage.
Identification of legacy tickets
The migration involved carrying tickets from our legacy system. However, it was difficult for customers to identify new tickets created in the new portal compared to those from the old platform. We added a new field, “Zendesk Ticket ID”, so customers can easily see if it was a legacy ticket and its associated ticket number.
We are continuously making improvements to the Support Portal so that we can provide best-in-class technical support for all of our customers. Stay tuned for upcoming Support Portal updates!
**Reminder: After initiating the case creation workflow, you will be prompted to click a “Priority Level” and add a description for the case. After adding a description, the Chatbot will provide a confirmation of case creation along with the case number and then route the case to our Support Engineers for further assistance.
Community Manager