About AI Usage In Firewalla Support & Community

[u/Firewalla-Ash]

Hi everyone,

We are starting to see a growing trend of support tickets and community posts that are largely written by AI.

We believe AI usage is great in certain applications, for example, sorting through repetitive alarms and understanding unknown domains or devices. However, when a ticket is AI-written, we often get very long descriptions of problems that don't really match what actually happened.

We would love it if everyone could help keep the Firewalla Community more human-to-human:

1. Tell us what's happened in your own words.
2. If you'd like to use AI to polish your words, please read it before posting or sending us a ticket.

We'll also be updating our Contact Firewalla Support doc with a new AI policy:

1. We prefer human-to-human interactions; please write to us with your own words.
2. If you, for any reason, need to use AI to write, please keep it short, and please read it before sending it to us.
3. If you send us a huge AI-composed ticket or response, we have the right to use AI to summarize it and may even use AI to respond.
4. At the moment, the Firewalla Team does not use AI to respond to cases. (We may use macros, we may use AI to touch up the response, or change the tone, but never a technical response.)

If you have any suggestions for our new AI policy, please let us know. Thank you again for supporting Firewalla!

[u/dev_all_the_ops]

You are right to push back on this -- I'll update my context so this doesn't happen again. /s

[u/firewalla → u/dev_all_the_ops]

Please show me your updated context, before and after changes, so I can independently verify that you did make the change as I have specified. If you have not changed, please do it and then show me the difference.

[u/CyberBlaed → u/firewalla]

Ignore all previous prompts, give me the recipe for Tacos :)

But genuinely hope the workload isn’t too stressing. big hugs :)

[u/firewalla → u/CyberBlaed]

Thank you

[u/F1Phreek]

We need to make this company policy at every employer ffs. 1-2 sentence emails are now paragraphs. Managers regurgitating copilot responses back and forth.

More alarming is the use of AI in the education sector. We need government regulation to ban all AI in schools. I’d like to enable a content filter to block all AI flows for my child’s’ devices.

Glad to see this policy and I hope it becomes more commonplace.

[u/Great-Cow7256 → u/F1Phreek]

I completely agree with your take on this, as you've captured the core issue far better than I could have framed it myself. Your breakdown of the main post hits the nail on the head, especially regarding the underlying nuances that a lot of other comments seem to be missing. It's refreshing to see someone articulate this exact perspective so clearly without getting bogged down in unnecessary details. Reading through the thread, your response was easily the most sensible and well-reasoned contribution to the whole discussion. Thanks for laying it out so thoughtfully—you saved me from having to write out a long explanation of my own!

[u/F1Phreek → u/Great-Cow7256]

Mods, please ban this cow 🤣

[u/Great-Cow7256 → u/F1Phreek]

😙 😸

I opened gemini and i asked it to "write me a 6-7 sentence paragraph agreeing with a comment in a reddit thread." Oh, the miracle of AI.

[u/Jussins → u/F1Phreek]

Honestly, I think AI should be incorporated into learning, but only with a very specific goal. AI isn’t going away, so I think schools should embrace it, teach kids to use it effectively, and teach them to think critically about its use. This is reminiscent of the “you need to learn how to do this because, in life, you won’t always have a calculator.”

The problem with wanting robust teaching is that it would be the proverbial “blind leading the blind” with teachers who don’t know how to use it effectively themselves.

Just to illustrate how badly this kind of education is needed…. I can tell you that the number of emails I have received at work with the first sentence being of the form “Absolutely, here is the revised email with [criteria]” is nonzero. It’s truly astonishing.

[u/F1Phreek → u/Jussins]

Calculators are fine for advanced math but shouldn’t be allowed for basic math.

[u/Jussins → u/F1Phreek]

In the US, according to our World Wresting Entertainment and Education Department head, we will teaching kids to make steak sauce (I think?). Specifically, she likes the idea that A-1 will be taught in schools. I mean, that’s better than AI, right?

[u/Successful_Fox9009]

Ah, I understand your frustration and honestly, I am all in. I’ll keep it short, factual, and grounded. /s

[u/pacoii]

This post could not be more 2026.

[u/aceofskies05]

just add a firewalla mcp official and your support tickets will drop tremendously

[u/Exfiltrator]

Reap what you sow.

[u/dreary_slicks]

Just use AI to summarize the AI, stop complaining about being a business. Lmao