Neophyte
Product ManagerI've been told that if you just tell it "I want to chat with an agent" it will put you into the queue for chatting with a real human. cc Drew_Hawkins
I realize it's annoying to have to go through the step, and I'm hoping they'll change it to make it easier, but hope this helps a little.
ProfessorI just wanted to get a ticket created... there used to be a "make a ticket" button in the "Support" at the bottom of the side panel. We've chosen not to pay for human chat as I feel it's gotten bad enough that I advised the new company I started with not to pay for it.
The last several times I jumped into a support chat after the big change, rather than getting experienced LM techs who could actually answer my questions, I just got directed to documentation that I'd already read, then the ticket closed as resolved.
The AI chat does the same thing, then argues with you when you ask it to open a new support ticket.
Feels as though the new staff is being paid per closed ticket rather than solved issue. It traditionally felt like I was hitting a tier 2 support person with a tier 3/4 Engineer standing near them waiting for escalations. I no longer have that warm fuzzy.
ExpertIf you type a big description into the bot, and then say No when it asks if its answer was helpful, you should then get prompted if you need actual support. If you say Yes to support and No to chat, it will take whatever you typed into the original box and put that into a ticket and you'll get emailed back later.
We use the live chat, but it's gotten so slow that I started keeping track of how long I sit on hold. Since they remote the Audible Beep when support typed into the chat, I've missed lots of chats because I have better things to do and don't see that they've responded. I've had waits over 2.5 hours waiting for someone to answer.
