Jamf Suport portal replaced with AI Chat bot

Totally agree ​@BCPeteo . With the upcoming age of Agentic AI, we need models with more complex and analytical thinking that can give us solution from last years of troubleshooting experience. 

Maybe they can send an email with the generated ticket no.

Thanks.

As usual things go in cycles, right now exec leadership thinks AI saves money so they are full speed ahead at it for everything. 15 years ago it was offshoring everything. The fad will pass, and until then we will all suffer.

I experienced the same issue and tried to raise a ticket with JAMF. I ended up with the AI chatbot, but it couldn’t understand my problem, and after more than 30 minutes, I closed the chat out of frustration. I was only able to reach a human agent the next day. We need an option to raise a ticket directly, as spending a whole day with a chatbot isn’t practical. I’m concerned about how we would reach JAMF in case of any P1 issues.

​@Shyamsundar Yuck, I just went to support.jamf.com and saw its now just a link farm. Ya, looks like all you got is an option to talk to a bot, I need to see if the 1800 number still works. If not I’m going to start emailing our rep whenever we need support, you dont pay Jamf money to not have a person on the otherside of the line.

Much the same. Tried to enter a ticket the other day and was AI bot-icized. I ‘think’ a ticket got generated? Unsure. Jamf, you can do better than this! :(

Went through the process the other day, not the worse experience but it is different than expected. 

Once the chat bot determines it can not answer your question by searching the knowedge base for you, it basicly says you can wait on the chat for an agent or you will recieve an email.   In the end it worked but would much prefer something that actually gives you some sort of ticket number that can be refrenced if something goes sideway.

​@kylegilmore the ticket number thing is an important point, many organizations like mine want a ticket number provided for tracking and reporting especially for more critical issues. Often of times if senior leadership is involved “hey we spoke to a chat bot wont suffice” and they will want a ticket number (that likely goes to a deputy director). 

​@AJPinto For what it’s worth, once someone replies (a couple hours later for me) you do get a ticket number. But I did get some strange looks when I said “I think the bot opened a ticket for us”. Haha

Completed support portal removed, couldn’t view the completed history of the ticket. Jamf should redesign it.

Edit: Apparently there was a snafu with my Jamf ID which prevented me from seeing our tickets.

Today the chatbot finally asked if I wanted to speak with a human. YES. 

Is the key word Human? Agent? Representative?