We're continuing to enhance our Support Platform, and this last round of improvements focused on elevating and streamlining your interactions with our support bot.
In this post, we’ll review the latest improvements, share tips and best practices for interacting with our bot, and FAQ’s we’ve gathered since our launch.
Improvement Themes
Enhanced Feedback Loop
Previously, our support bot requested feedback for every interaction, regardless of the response type. Now, it intelligently solicits feedback only when it provides contextual, meaningful responses. This refined approach prevents feedback fatigue and enhances your overall experience, while still integrating enough user data to improve bot accuracy and relevance.
Multi-Turn Conversation Logic
Our support bot previously handled inquiries through single-turn responses, without retaining conversation context. With our new multi-turn logic, the bot maintains conversation memory, enabling continuous, context-aware interactions. This improvement delivers more efficient workflows and reduces repetitive information exchange.
Misc. Themes
Case Collaborator Clarification
Updated verbiage when a colleague is added to a case as a collaborator to improve clarity.
URLs & Images Improvements
Added the ability to include URLs & images alongside chat and case replies.
Health Check Visibility
Added a filter to show Health Check cases in the Support Portal View.
Multiple Organization Selection
For Users that are associated to multiple Organizations, the bot will initially ask which Organization the request is for and organize the case/chat accordingly.
Support Bot Tips and Best Practices
We’ve had some time to learn about our new support colleague and its optimal working conditions. Here’s how to get the most out of our support bot.
- Provide as much clarity and detailed information as possible when formulating your questions. Avoid using shorthand or colloquial expressions to ensure the bot accurately understands your request.
- Our AI bot is currently designed to answer general product questions based on the information available in our knowledge base. It isn’t yet equipped to handle environment-specific scenarios—such as referencing individual alerts (e.g., alert LMD234098) or performing case-specific actions (e.g., reopening case 234984). For now, those types of requests are best handled directly by our support team. That said, we're actively working to expand the bot’s capabilities to provide more tailored and intelligent assistance in the future.
Examples of Good vs. Bad Questions:
Good Questions:
- How do I set up alert rules?
- How do I add an integration to an escalation chain?
- I need help setting up WMI.
Bad Questions:
- I need an update on case 2343234
- Why did alert LMD343289 generate?
- Who won the national chili competition in 2014?
The majority of customer feedback regarding the launch of our new support portal was around the bot. However, we also received questions about other topics. Here are some of the FAQ’s, just in case you run into these same issues.
Frequently Asked Questions
The Chat Window is Blank when I Click “Get Support”
- If the Chat Window is blank when you click “Get Support”, it may be due to network traffic blocking Salesforce’s messaging endpoint. Take the following steps to resolve the issue:
- Close the chat and do a hard refresh of the browser page, clear cache
- Whitelist this domain: *.salesforce-scrt.com
- If the above workarounds don’t resolve the issue, please reach out to your Customer Success Manager or email us at help.customersuccess@logicmonitor.com
I am Unable to Reset my Password/Getting a Reset Loop
- If you are not able to self-service your password reset due to looping, this may be due to one time password links being edited by your email provider. Take the following steps to resolve:
- Copy the one time link that was delivered and paste into an incognito/private browser.
- If the above workarounds don’t resolve the issue, please reach out to your Customer Success Manager or email us at help.customersuccess@logicmonitor.com
How to Add a Colleague to a Case
- Currently, there is not a method to add a colleague to a case manually. If you need to add a colleague to the case, please respond to the case with the contact information of the colleague and the Support Engineer will add the contact accordingly.
How to Create a Case Quickly
- You can easily start the case creation workflow by clicking “Get Support” and then typing “Create a case”. This will start the case creation process.
These updates reflect our ongoing commitment to improving customer satisfaction and expanding the capabilities of our support platform. We're eager to continue enhancing your experience and look forward to your insightful feedback!
Community Manager