Drop the AI in the chat
J
John Skrabut
You all having hands on support and competent teams is what we chose Huntress for and not a competitor. Having an AI gatekeeping the chat for support blocked us from getting support during an incident we detected prior to you all being alerted about it. We were ahead of the incident and wound up having to wait for an email back and forth to create a ticket. Drop the useless AI.
Matthiew Morin (Huntress)
Hi all, thanks for sharing this feedback!
The ultimate goal is to balance keeping our support team as easy to reach as ever with instant answers through our KB content.
The help widget has always suggested articles first, but this AI update makes those suggestions significantly more accurate and relevant. You’ll also notice buttons to connect directly to Support right below every response. (John Skrabut, we actually caught a bug in July that was blocking those click-throughs for a short time, which likely caused the friction you experienced. That’s fully resolved now!)
As a side note, if you’re coming from a Critical Incident Report via the direct button, you’ll never be asked to search first. We’ve also improved the contextual AI response when we know our KB’s won’t be helpful- such as intent to speak directly with SOC Support- so you can reach us faster.
We’ve seen great success with quick answers for well-documented workflows, and we’re continuing to tweak the tool to make it even smarter and smoother for everyone.
Matthiew Morin (Huntress)
Hi all, thanks for sharing this feedback!
The ultimate goal is to balance keeping our support team as easy to reach as ever with instant answers through our KB content.
The help widget has always suggested articles first, but this AI update makes those suggestions significantly more accurate and relevant. You’ll also notice buttons to connect directly to Support right below every response. (John Skrabut, we actually caught a bug in July that was blocking those click-throughs for a short time, which likely caused the friction you experienced. That’s fully resolved now!)
As a side note, if you’re coming from a Critical Incident Report via the direct button, you’ll never be asked to search first. We’ve also improved the contextual AI response when we know our KB’s won’t be helpful- such as intent to speak directly with SOC Support- so you can reach us faster.
We’ve seen great success with quick answers for well-documented workflows, and we’re continuing to tweak the tool to make it even smarter and smoother for everyone.
M
Moshe Fleischman
It stopped laoding entirely
C
Christian Vazquez
I realize they have this AI Chat to screen non-critical matters; however, it should, at a minimum, allow escalation to a human.
C
Corey DeGrandchamp
Agree times a million. The human aspect of Huntress is why we signed up, and if that leaves, so will we.
S
Scott Thomson
The other aspect of this: I figured I'd try it to see if it could quickly surface a piece of config info I know is in the documentation site so I didn't have to open the site in a new tab, hunt for it, and then come back to the portal. No luck, it was unable to give me the info I needed even after a couple different prompts.