As your environment grows more complex, getting fast, accurate support becomes more important than ever. That’s why we’re introducing AI into our support experience not to replace humans, but to help you get to the right answer (or the right human) faster.
With these updates, you’ll be able to solve more issues yourself 24/7, and when you do need a support engineer, they’ll already have the full context of what you’re trying to do.
Why bring AI into support?
Traditional support has a few common pain points:
- You spend time searching through docs and KBs trying to find the “one” relevant article.
- When you finally open a ticket, you may need to repeat information you’ve already provided.
Our new AI powered support experience is designed to reduce that friction by:
- Guiding you through ticket creation.
- Surfacing the most relevant knowledge base (KB) articles and product documentation.
- Passing everything it learns straight to our human support team if you still need help.
Meet your AI Support Agent
When you open a support case through the portal, you’ll be greeted by our AI Support Agent.
This agent will be agentic: it doesn’t just search it can reason over your inputs, ask clarifying questions, and guide you through next steps.
It will be powered by all created KBs and all product documentation, so it can:
- Help you identify which product you need help with.
- Confirm the version you’re running.
- Ask follow up questions to narrow down the problem.
- Suggest possible solutions pulled from the full library of KBs and product docs.
- Work with you at any time, 24/7, without waiting in a queue.
If the AI Support Agent can fully answer your question, great you’ve saved yourself the time of opening a ticket.
If not, you’re only one click away from our support team.
AI assisted search (and how it’s different)
In addition to the AI Support Agent, you’ll also see AI assisted search in the portal.
- AI assisted search helps you find the right KBs and documents faster.
- It will use all created KBs and all product documentation.
- However, it is not agentic it doesn’t drive a full troubleshooting conversation the way the AI Support Agent does.
Think of AI assisted search as a smarter search bar: you ask a question in natural language, and it points you to the most relevant resources.
The AI Support Agent, on the other hand, behaves more like a virtual support engineer: it guides, reasons, and then hands off to a human if needed.
Fast handoff: from AI to human (without starting over)
If the AI Support Agent can’t produce a fruitful answer or you simply prefer to talk to a person, you can quickly escalate the conversation to our human support team.
Here’s the key benefit:
When you open a ticket from the AI Support Agent:
- Our support engineers can see your existing AI conversation thread.
- They already know:
- Which product you’re working with.
- Which version you’re running.
- The troubleshooting steps you’ve already tried.
- The articles and documentation you’ve already seen.
That means:
- No more repeating yourself.
- Faster triage, because the engineer starts with full context.
- More accurate responses, because maybe the AI has already helped narrow down the issue.
There is simply no way for a single person to hold the entire set of all KBs and all product documentation “in their head” at once but our AI can scan it instantly and present that context to the human who picks up your ticket.
The result: your ticket moves along faster, and the human support you interact with is better informed from the start.
How ticket submission is changing
Along with these AI enhancements, we’re making some changes to how tickets are submitted:
- You will be able to submit tickets via the portal, leveraging the AI Support Agent.
- You will still be able to email our support team for now.
- By the end of the year, email based support will be disabled, and all new requests will need to be submitted via the portal.
Why the change?
- The portal + AI flow gives us better context at the moment you request help.
- It ensures the AI Support Agent and AI assisted search can try to help you first.
- It improves routing and consistency, which leads to faster resolutions.
When you’ll see these changes
You’ll see these updates to the support experience rolling out throughout the month of December.
During this time:
- You’ll notice the AI Support Agent in the portal get upgraded.
- AI assisted search will get upgraded to handle all product documentation.
- You’ll still be able to use email to open a ticket in parallel, until the transition to portal only support is complete by year end.
What this means for you
In summary, our new AI powered support experience will help you:
- Get faster answers with 24/7 AI assistance.
- Leverage the full breadth of all KBs and all product documentation automatically.
- Avoid repeating yourself when talking to human support.
- Benefit from better informed support engineers who can see your AI conversation and context.
We’re excited to see how AI helps you solve problems more quickly and efficiently, while still giving you fast access to real humans whenever you need them.