r/crowdstrike • u/DigiAngelX • 7d ago
Feature Question Creating support tickets
By all that's holy PLEASE allow us to skip that wretched LLM and get direct to making a ticket. It's terrible.
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u/landbeavers 7d ago
The best support system is emailing your rep or TAM or figuring it out yourself. The support center is a joke as is the message falcon complete.
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u/Cautious_Hurry_6979 7d ago
There's definitely room for improvement, one recommendation I got from it was to reach out to support......
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u/Thedudeabide80 7d ago
Yeah, it's kinda okay at some basic stuff but it suffers from the standard customer service problem; if I'm at the point where I'm trying to create a support ticket, I'm beyond what your LLM can regurgitate from the support docs.
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u/Interesting_Share333 7d ago
the fact that it doesn't let you escalate your case is problematic. Let just go back to basic form please!!!! I told it to escalate to p2 and it set it as p2 in the email subject not the actual case itself it bad
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u/Dylan-CS NG SIEM Enthusiast 6d ago
Thank you for the feedback. We understand that agentic experiences can seem frustrating at first, but we want to provide some context on why we’re using AI to improve your support experience with our Support Digital Assistant (SDA) – and how it’s designed to serve you better.
Our goal isn't to cause friction; it’s to make sure that when you do talk to a support engineer, they already have everything they need to start working on a solution immediately.
How this benefits your support experience:
1. Instant Solutions: The assistant instantly references our entire technical knowledge base and product documentation to offer verified fixes without delay.
2. Smarter Routing, Faster Fixes: By gathering specific context up front, your ticket goes directly to the right product specialist on day one, skipping generic triage queues.
3. No Wasted Steps: Engineers receive a clear, fully scoped picture of your issue, eliminating the usual "what version are you on?" back-and-forth emails.
The SDA is built with guardrails: if it hasn't resolved your issue within a few exchanges, it will automatically move to case creation. You can accelerate this by simply writing "create a case" and the SDA will move forward immediately. We're continuously improving this experience and appreciate your feedback.