Having the possibility of an AI chat specialized in AppManager to answer your questions and solve your issues can significantly reduce the time for you to get help. Even in cases where ATLAS cannot solve your issue, letting it do an initial triage and collect the relevant information before transferring you to an agent will enable us to help you more efficiently.
To maximize the probability of having a productive interaction with ATLAS we recommend you follow some basic "best practices":
1. Describe the issue in detail from the beginning.
Similar to what you would do when raising a ticket. When there are ambiguous terms, add context for clarity (account number, GFI product managed, etc)
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✅ "Why does the AppManager show KerioControl Office1 as "Offline" even though I can connect to the appliance? The Organization ID is 300." ❌ "The dashboard shows the Kerio is Offline but I can connect to it!" |
2. If ATLAS doesn't understand your question, rephrase it.
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"Why am I spammed with alerts?" ATLAS: "Can you please provide more details or ask differently?" ✅ "I keep getting "Appliance Status Unhealthy" alerts - are these serious?" ❌ "Why am I spammed with alerts?" |
3. If you are offered buttons, use them.
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ATLAS: "Just to confirm - are you requesting to delete a user account?" (Yes) (No) ✅ <<Press the (Yes) button>> ❌ "Delete that account!" |
4. Don't demand an agent without letting ATLAS try to solve your issue.
ATLAS is trained in some complex common scenarios and can check things in the backend and perform changes. You would be surprised!
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ATLAS: "How can I help?" ✅ "Kerio Connect disconnects from the AppManager with "4040: connect: connection refused" Error in the logs." ❌ "I need an agent" |
5. Always review the related articles suggested by ATLAS.
6. Don't panic!
We know that ATLAS is not perfect, and we are 100% dedicated to improving it. If ATLAS cannot help you, and you confirm with the buttons that the solutions provided didn't help, it will eventually transfer you to an agent.