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.Support Portal Improvements: We’ve Been Listening!
Last quarter, we migrated to a new Support Portal to provide our customers with a more modern experience, complete with new accessibility options, improved security, and AI so customers can get quick answers to their questions. As with all changes, there were some setbacks and surprises. We took note, then took action. Here’s an update on the improvements since the migration. Bot Behavior (Biggest source of constructive feedback) We enhanced word recognition for the chatbot to initiate case creation workflow, for example, “create case”, “submit ticket”, “chat with engineer”, etc.** We corrected behavior where two tickets were created for the same customer by the bot and both were closed without resolution. AI Quality of Answers: The AI experience will improve as we continue to ingest more data into the system. We appreciate your patience and energy as we onboard the newest member of our technical support team. Visual Indicator for File Attachments Added a visual indicator in the case feed to show when a file has been attached to a case. Health Check Cases Visibility Added filters to show Health Check cases in the Support Portal. Support Portal General Updated a code snippet for customers experiencing blank chat windows after clicking the “Get Support” button. Access This was also a source of frustration for our customers. We addressed issues preventing customers from accessing the new support portal as seen by an increase in account creation and usage. Identification of legacy tickets The migration involved carrying tickets from our legacy system. However, it was difficult for customers to identify new tickets created in the new portal compared to those from the old platform. We added a new field, “Zendesk Ticket ID”, so customers can easily see if it was a legacy ticket and its associated ticket number. We are continuously making improvements to the Support Portal so that we can provide best-in-class technical support for all of our customers. Stay tuned for upcoming Support Portal updates! **Reminder: After initiating the case creation workflow, you will be prompted to click a “Priority Level” and add a description for the case. After adding a description, the Chatbot will provide a confirmation of case creation along with the case number and then route the case to our Support Engineers for further assistance.
