We will be hosting an AMA on Wednesday, September 10, with Bruce, who runs our Support Team. Start posting your questions at the link provided below, and we will try to answer as many as we can, starting with the most upvoted ones. This will not be a way to receive support, but more a way to ask qu…

[image] peepeep: What is the single most important question about a customer’s home WiFi environment a CS agent could ask before proceeding with troubleshooting? I asked this for you. What is the single most important question about a customer’s home WiFi environment a CS agent could ask b…

[image] carverofchoice: How much flexibility do reps actually have today? This is a good question and one I would’ve asked (and have expressed my own opinions about elsewhere in the Forum). I think one of the ways the Forum can really add value is that many people who participate here want …

Great points! I just updated my closing paragraph to add the example of how they seen to be forced to ignore our opening statements and context info sometimes: Some users have reported receiving templated emails where the rep forgot to fill in the bracketed blanks, while many others report that th…

[image] Crease: Your second bit here (beneath the horizontal rule) reminds me of The Language of Comfort . That was a joint effort and I also appreciate the empathy you often invest in your posts to me (a somewhat troubled frog) and others (excepting @Antonius cuz he’s as hard as nails.) …

[image] carverofchoice: Hopefully I represented your intent sufficiently even if not exactly as you would’ve phrased it. It seems like a good opportunity for me to include my expanded question with yours. Very cool and well done! Thanks! :slight_smile:

[image] carverofchoice: others report that the response asks things the user already answered and provided information for With this point, my inference is that it’s an indication that the new ticket respondent hasn’t read the history. By that I mean that I’ve gotten the impression that clea…

[image] peepeep: I also appreciate the empathy you often invest in your posts to me (a somewhat troubled frog) and others Please accept my sincere thanks. I like knowing that my efforts are appreciated. :man_bowing:

Do you trust your AI support bot more than your frontline CS agents? ie Do you give your AI support bot more discretion to ‘wing it’ than you do your frontline CS agents? A well-formed question and a follow-up usually gets me to a satisfactory response from the bot: a plausible answer, an admiss…

Those are great things to ask about. If you don’t do it yourself within the next day, I’ll go ask about some of those things. I’ll get to Peep’s other questions too when I’m next at my computer.

Reddit AMA w/Bruce from Support - 9/10/2025

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peepeep September 8, 2025, 4:58pm 27

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Reddit AMA w/Bruce from Support - 9/10/2025

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