Forum Discussion

wfaulk's avatar
wfaulk
Icon for Neophyte rankNeophyte
3 months ago

New support site is awful

The AI is worthless.

Once you convince the AI that you need a real person, it switches to "Transferring...", and it's totally unclear if you're in a queue or if the transfer process is broken.

There's no way to just create a case with a normal set of fields. Instead I have to type all my detail into a 15x5 text box.

The AI creates cases for you even if nothing happened in the chat.

There's no way to just close these extraneous cases.

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Just a week or two ago, I chatted with a very helpful support agent who understood the problem and tried multiple angles to resolve my issue, and did it all in less time than it's taken me to try and figure out if I'm ever actually going to be transferred or not.

You did a great job of completely ruining that experience.

  • befuddled's avatar
    befuddled
    Icon for Neophyte rankNeophyte
    3 months ago

    I couldn't agree more.
    No option to sort by date of the ticket.
    No basic web form to open a ticket.
    Being forced to use the useless "AI". 
    Multiple tickets open because of the "AI".

    This is another step backwards for LM at this point. 

    If I'm wrong about any of the above points, I'd appreciate it being pointed out. 

  • DanB's avatar
    DanB
    Icon for Advisor rankAdvisor
    3 months ago

    1000% agree with this. I just had to wait 45min for an agent and even after getting someone on, they were complaining they couldn't type. I kept asking are you there? 

    I tried to just open a CASE by email support @ lm but that doesn't work anymore which totally sucks. Please bring that back or allow us to create out own cases manual. This is a100% wrong way to go with support. The old way was 100x better. 

    This sux. 

  • David_Bond's avatar
    David_Bond
    Icon for Professor rankProfessor
    3 months ago

    I've given up at this point.  All my questions, bug reports, feature requests etc. go to the community.

    Support used to be LogicMonitor's strong point.  Bring back Dave Lee's ethos.

  • pgordon's avatar
    pgordon
    Icon for Advisor rankAdvisor
    3 months ago

    Came to see if it was just me, but nope it isn't. My experience with support during our POV was a good selling point and now the AI chatbot started out by telling me that my issue isn't on the LM side.... now it's been transferring me for about 10 minutes...

  • Andy_C's avatar
    Andy_C
    Icon for Neophyte rankNeophyte
    2 months ago

    Bring back the old support mode, the AI chatbot is just confusing and adds nothing.