Migration to New Support Platform
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 emailhelp.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 on9/14 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.Important Update on Support System Migration: Erroneous Emails Delivered for Previously Closed Cases
After our recent migration to our new Support system, an issue occurred that caused automated emails to be sent out referencing updates on historical cases previously closed. We are aware of the situation and are actively working on a Root Cause Analysis (RCA). Please be assured that these emails are not phishing attempts, and no action is required on your end. We apologize for any inconvenience or concern this may have caused and appreciate your patience as we resolve this matter. Thank you for your continued support!
