Migration to New Support Platform
Summary: Suzanne Shaw, known as Suzanne Shaw, announces LogicMonitor's migration to a new support platform starting September 14, 2024, to enhance customer experience with improved features. However, several users, including Daniel Blanco and Spoon, express dissatisfaction with the change, citing difficulties with the new GenAI Chatbot and issues accessing support. Kel L inquires about support access and tiers, while David_Medina provides clarification on accessing the portal and support tier information. Despite some users facing and reporting issues like Mark Rotersos, attempts are being made to resolve these by LogicMonitor representatives like David_Medina, who offer assistance and gather feedback for improvements.
We’re obsessed with our customers so we’re always looking for ways to improve their experience and add value. We’re excited to bring you with us as we modernize the technical support experience by migrating to a new Support platform!
Beginning September 14, 2024, LogicMonitor customers will be able to utilize new features designed to improve account security and provide the ability to access support channels outside of the LogicMonitor platform, ensuring access when our customers need it most. You can access the Support Portal within LogicMonitor via the support button or this url, support.logicmonitor.com.
Watch the video for an overview and read on for critical information, including step-by-step instructions on creating your support user account.
Here’s What You Need To Know:
- Customers will experience a temporary Support freeze from September 13th 5pm PT to September 14th 1am PT. If you have difficulties during this time, please email help.customersuccess@logicmonitor.com. The LogicMonitor team will be on standby to help.
- Existing users of Support will need to activate their new Support account.
- New users will need to create a new support account to access Support channels.
How to Access your new Support Portal:
How to claim account for existing users of Support
Look for the email below when the new platform is live on 9/14 1:00 AM PT.
*Don’t see this email? Check your spam and please update your filters to ensure you’re receiving important notifications from LogicMonitor.
The email will direct you to change your password in order to gain access. Change your password and proceed to access the Support portal.
Login with Username and Password: Use this form to log in to your Support Account.
Forgot Password?: Click here to initiate the reset password workflow. You will be prompted to enter the username associated with your Support Account. The username should be an email address associated with your company. Once entered, an email will be sent from LogicMonitor to reset your password, allowing you to gain access to your Support Account.
New Technical Support Users
Need to Register?: Click on Need to Register to create a new support user account. You will enter your first name, last name, email address, and password. You should use your company's email address in order to associate your account with the correct level of Support. A verification email will be sent to the email address provided as well.
If you are not associated with your company, once registered, reach out to help.customersuccess@logicmonitor.com to have our Customer Success team contact you and properly associate your Support account to your company.
Navigating the Support Portal
Search Bar: This field will allow you to search for information within your cases, specific case titles, and case numbers.
Support Center: Click here to access LogicMonitor’s Support Center where you can read through our vast Knowledge-Based Support Articles, view our Status page, sign up for Live Training, and review our Release Notes.
LM Academy: Click here to browse through LogicMonitor’s collection of training materials to accompany the Support articles and train up for one of our Certifications. Ask your CSMs for more information about our various Certifications.
Community Forums: Click here to access our customer-driven Community Forums. This community is one of LogicMonitor’s efforts to connect with our community members, spread new information, and support members throughout their LM journey.
Submit a Billing Request: You can submit a billing request easily. You will be prompted to enter a Subject and Description of your billing request. Then click “Next” to add any relevant attachments. Finally, click “Submit Request” to generate a ticket, and one of our Billing Team members will be able to assist you further.
Get Support: You can access our GenAI Chatbot and receive support quickly. You can ask questions relating to the LogicMonitor Platform and our GenAI Chatbot will assist you and provide contextual responses. In addition, the GenAI Chatbot will also allow you to submit email tickets if you need further support from our Technical Support Engineers. Depending on your Support Level, you can also ask to chat with a Support Engineer, and the GenAI Chatbot will review the status of our Engineers and route you accordingly.
Chat with a Live Agent (Premier Support): If you are a Premier Support customer, this button will allow you to transfer directly to the Premier Support team.
My Requests: This section of the Experience Portal will house all of your support requests as well as those that you are CC’d on. Once you have submitted your first request, you will receive email confirmation as well as an entry in this list view. Clicking on any support request in the Experience Portal will allow you to view the transcript, attach relevant documents/files, as well as send messages in regard to the case. If you currently have support tickets open prior to the migration, you should be able to view them under My Requests. If you do not see them, please contact your Customer Success Manager (CSM).
Interacting with our GenAI Chatbot
Knowledge Base: Our GenAI Chatbot references LogicMonitor’s Support Articles found here. When asking questions related to the product, the GenAI Chatbot will attempt to find the relevant support article as well as respond to the initial question with the given context.
Responses: Our GenAI Chatbot, currently, leverages single-turn conversations. In order to best use the Chatbot, it’s recommended to ask single specific questions relevant to aspects of the LogicMonitor platform. Each response will ask whether the information provided answered your question effectively and you can classify the response with a thumbs up or down. If the response was not effective at answering your question, you will be prompted to provide feedback. LogicMonitor takes these feedback responses and collects them for improvements to the chatbot experience.
Managing Support Requests
Share an Update: Use this field to respond, add more information, or receive updates for your Support requests. You can @mention participants in the request and add files within this field. Clicking “Share” will send the response to all participants within the request.
I Need to Escalate This Case: After your request has been opened for more than 24 hrs, you will have the option to escalate the request. You will be required to fill out the reason for the escalation and once submitted, our Support Team management along with our Success Managers will review the escalation and take appropriate action.
Request Feed: Within the request feed, you will be able to view the transcript as well as all updates from the LogicMonitor Teams. Additionally, you’ll be able to sort all the updates by “Latest Post, Most Recent Activity, and Oldest Post”
Contacting Support With Issues Regarding the Support Platform Migration
If you are experiencing support issues such as missing tickets or requests, please contact your Customer Success Manager for further assistance.
Mark Rotersos
·2 months ago · EditedHi LogicMonitor Team,
I've been trying to raise a support ticket via chat today. The Bot does not show any options for me. It lets me fill out the case form but after fulfilling it, it shows me an error: "Connection error. Please start over or refresh the page." Both normal browser and private browser does not work for the chatbox. I also tried calling your support number, sales number, and even billing number, but no one is answering. It is so disappointing that when we need your support or assistance as we have an urgent matter to work on, you do not answer or provide.
Aaron Arkkelin
·1 year agoAdding to others here with only further verification that this is a huge step backwards for LM Support. I understand the chat requests were probably getting overwhelming at times, but it's also what set you guys apart. This new setup is so bad. Even if you do get a ticket open, its title is "A conversation with ...." No reference to the actual issue in the subject. No ability to add anyone to a watchlist.
The email updates are atrocious, at best. All you get is a two-liner that says there was an update on the case. No way to respond to the email itself. You still have to then login to the portal, which is so scaled back in features, it hurts to use.
Kel L
·1 year agoThose are both things I hate. All the subject lines being the same is just dumb. And the emails should 1) Have the updated notes in the email and 2) Allow me to respond to update the ticket.
Spoon
·1 year agoThe process does not work!
I have been trying to raise a support call for over a week now. The Bot does not show any text for me.
I try and raise a support call and no matter what I type in a support call appears to be opened and then automatically closed.
I'm really not impressed
David_Medina
·1 year agoHi Spoon Can you message me your name and account so I can look into this for you? It might be a permissions issue on our end. Thanks!
Spoon
·1 year agoSorted - needed URLs whitelisted
I would add what was required but the page wont let me add the URL
David_Medina
·1 year agoSpoon Thanks for confirming this was resolved, I will check our case history to see if we have these steps documented.
Daniel Blanco
·1 year agoI had to use the "new an improved" support site yesterday and it's a 100% a step backwards. Its not at all better than the old site. I want to be able to open cases thru email so I can include all the details, screen shots easily and email support @ lm dot com. Why did you block that option? I can't even open cases manually. I only open cases that I know are valid cases and are not the basic 101 ask question of How To. Please add an "OPEN CASE" button b/c I did not like having to wait (45+min) an unknown amount of time for the next agent after fighting with the stupid chat AI bot. Even when the agent got on he was having trouble chatting in the chat box. I kept sending details, questions and it was a few min delay in him responding.
This AI Chat bot is just good for the $#'s on the backend of the support dept but not good for your actual customers. The way your support used to be was a huge selling point where w/in the tool I could chat with an actual live support person who knew what they were talking about. Now it is not.
SysAdmin42
·1 year agoI don't use support that often, just tried to today and this is the worst experience ever. I used to praise LogicMonitor for their support and recommended it more than once for this reason. No longer if this is the new way. Now I hear I will probably have to pay more for the PRIVILEDGE of having access to chat after almost 10 years of having access. Opening a case is still listed as an option in the main portal and just errors out with a vague error was well. Not a great experience.
Kel L
·1 year agoDavid_Medina
·1 year agoHello Kelemvor I have added responses to your questions below.
1. Yes, you will still be able to access the URL from your LogicMonitor account from the Support panel, but it will now take you to login to the support portal before you can submit a request. Requests will no longer be able to be done directly from within the LogicMonitor account.
2. Your Support tier will be listed on your contract or you can contact your CSM for further information on current tier you are subscribed to. However, this is good feedback and I will see if this is something we can make more visible within the new support portal.
SysAdmin42
·1 year agoExcept it does not do this. I get an option to open a ticket and a generic error when I try
This is dumb as a box of rocks. Who thought this was even remotely a smart idea to make me go out of what I am working on and open another screen to talk to a bot that sucks just to get a chat or a ticket link? There is not even an open ticket link your "get support" in the support portal just gives me that bot. Do people not realize that most technical people do not like talking to a bot that is usually just going to get in your way/provide already tried information? This is a roadblock to progress. AI is not there yet to pull this. I guess it's a way to not hire staff and pay less though.