Calling for Support

liz.mayeux

I'm pretty sure I'm not posting this discussion/question the correct way, so if I need to submit this differently please feel free to do it for me or tell me how to enter this.

Has anyone taken issue to getting AI support when calling the help desk? I've had some troubleshooting issues lately and while usually I can find support using community or just figuring out, sometimes I need a person to help me to the finish line. Sometimes, it truly is a bug that is holding me back and it allows for a real trouble ticket to be issued.

That being said, having to call into the help desk and then have AI think it is trying to help or getting stuck in a circle of unhelpful prompts is really discouraging. I have always pushed for co-workers to use the support given by SmartSheet but it seems like there is a huge disconnect now with getting in person support.

Just putting the question out there and if there is a formal way to complain about this "new" feature, I would like to share my experiences.

Thanks for listening!

Genevieve P.

Hi @liz.mayeux

We always want to hear your feedback! There are a few ways of doing this:

• Fill out the survey at the end of a Support Ticket
• Use the Product Feedback Form if you want it to be a private message
• Submit feedback as an Idea here in the Community
• Provide feedback to your CSM

For getting the most out of the Support AI helpers, I would recommend providing them with as much information as possible, e.g. using full sentences versus key words.

If you've tried asking the AI your question but the responses aren't helpful, then all you need to do is ask for a live agent and the AI will transfer you! 🙂 (As long as your plan includes live phone support.)

Cheers,
Genevieve