LogicMonitor Support - Q3 Update: Faster Help, Better Routing
LogicMonitor is focused on resolving issues quickly and delivering a seamless, transparent Technical Support experience. Here’s a look at the improvements we’ve made recently, all based on your feedback. We’re here to make Support easier and faster for you to get the help you need. Customer Experience Enhancements Improved Case Visibility: The Case ID now appears in the case info view in the LogicMonitor Support Portal, making it easier to reference and share. Clearer Case Labels: Support cases marked "On Hold" have been updated to "Active Escalation" to reflect true status and reduce confusion. Streamlined Solved Case + CSAT Flow: You’ll now receive one combined notification for solved cases and the Customer Satisfaction survey. Customer Satisfaction Survey Access: A direct survey link is now available on the Support Portal homepage to encourage real-time feedback and team recognition. Operational Improvements Smarter Case Routing: Enhanced logic now routes cases to the right team on the first try—improving response speed and balancing workloads. Premier Support Capacity Tracking: We’ve implemented better handling of Premier Support Engineer (PSE) workloads to prevent cases from sitting idle. Workflow and Automation Upgrades Automated Case Assignments: New triggers reduce manual triage, ensuring our team responds faster. Multiple Image Support: We resolved errors that previously blocked responses with multiple attached images. Support Portal UI Updates: Several refinements now make key case details more accessible and consistent. Wins This Quarter—and What’s Coming Next This quarter brought measurable progress in how our Support Engineers work: faster routing, cleaner data, and better visibility for you. Here’s what we’re tackling next: Major upgrades to the AI chatbot experience. Continued reduction in chat and case wait times. Tighter alignment between Premier and Standard Support workflows for more consistent service. Your feedback helps drive these changes—thank you for partnering with us to make Support stronger every day.LM User Group Dinner Series Kick Off
Exciting news alert! 🎉 We're pumped to let you know that in May - June 2024, we're kicking off a series of User Group Founding Member events with TopGolf dinners in Dallas, Atlanta, New York, Chicago and Charlotte! These gatherings are going to be the bomb - think networking, delicious food, and juicy discussions about YOUR success and the future of LM User Groups. Join our LogicMonitor Leaders, Marc Degenkolb (Vice President of Sales), Brian Youngblood (VP of Corporate Sales), Steven Kahn (VP of Enterprise Sales), and Kristen Engelhardt (VP of Customer & Product Enablement), to learn more about this exciting development. This dinner is a prime opportunity to network with industry peers, indulge in great food, delve into the LM User Group program, and connect with like-minded LM customers passionate about Hybrid Observability and AIOps. But here's the deal: space is limited to just 10 per location, so don't snooze on this. Secure your spot pronto! Click on the location above where you're keen to attend, and fill out the registration form. Easy peasy! Let's make these events epic together! If you're not in one of these first-round cities, no worries! Just drop us a line below with your interest and location, and we'll add your city for a future event!. Catch you soon! 🌟We want your input! Roadshow or User Group
📢 Calling all customers! 📢 We want to hear from you! As we plan our upcoming events, we're curious: what's your preference? Would you rather attend a dynamic roadshow packed with diverse content and networking opportunities? Or are you more excited about joining a focused user group where you can dive deep into specific topics with like-minded peers? Do you prefer virtual or in person events? Let us know your preference in the comments below, as well as the location you would be interested in! Your feedback will help us tailor our events to better meet your needs and preferences. We can't wait to hear from you! 🌟
