It takes DAYS to be able to open a ticket because the AI chatbot is never working. When I'm finally able to get connected with support, I mention this and I'm told "yeah, we were busy". That's fine, but this is the ONLY way to open a ticket and it's not very helpful.
LM ChampionHi everyone, thank you all for taking the time to share your experiences so candidly.
We know that when support becomes a barrier, especially during critical issues, it creates frustration and erodes trust. That is something we take seriously.
We’ve heard the feedback loud and clear. The current chatbot isn’t meeting expectations. We are in the process of replacing it with a more reliable and streamlined solution to make it easier and faster to get help when you need it.
To Cole’s point, it's especially disappointing to hear from long-time users that the support experience no longer feels like the gold standard it once was. We appreciate you holding us to that high bar. Our goal isn’t just to fix process gaps. We are working to rebuild the kind of responsive, high-quality support experience that earned that reputation in the first place.
We’ll continue sharing updates as changes roll out, and your feedback is helping shape those improvements.
ProfessorI'll happily add that this kind of interaction is why I still highly recommend the platform even though I have issues here and there with some aspects of the LM world.
NeophytePleased to see action being taken to resolve the painful chat bot experience, it is something I raised with my CSM not to long ago. Thanks for listening, it doesn't always happen with vendors. 👍
AdvisorI've thankfully not come across a situation where the chatbot isn't working.
However, I really do think it would be best if we could have a button in the support portal to create a ticket rather than having to go through the chatbot to get it to create one on our behalf.
The chat box window is tiny so it's not practical if you have a bunch of text you want to include, some screenshots, maybe a code snippet. I'd much prefer just to have the option to fill in a new ticket form myself.
Dave
NeophyteI agree, this is something I have also raised with our account manager. Generally, we are only opening tickets for items that the chatbot has no ability to solve. having the option to bypass it would be great !
ProfessorThe changes to support in the past 5 years or so is why I recommended my new job not purchase any extra support tiers... not worth the cost. 10 years ago, I'd have put them along side Apple Support as one of the best support experiences I've ever had in three decades+ of my career. Now it's not worth my time, I'd rather struggle with the issue than with support.
NeophyteOne item with the current method of support, When you are finally in queue to chat with a person, it mentions you are in queue. But when the person finally comes online- there is no bell or flashing lights to let you know that they are finally there. I'm off on another window doing other work and may not notice that there a new item in the chat window that someone is finally there.
I've missed chatting because I did not notice they were there. After having been in queue for more than 20 minutes - this is very frustrating.
NeophyteJust ask the bot to create a ticket for you after the first response...
