Blog Use cases

Empower your customer support teams with Loggly

By Pranay Kamat 13 Apr 2017

Customer support is no longer just about answering a customer’s question correctly in a timely manner. It is also about helping your engineering team investigate and resolve issues faster for your customers. Using Loggly, you can front-load your triage activities with your support team and preserve valuable engineering cycles for innovation.

Here are four ways in which you can empower your support teams with Loggly.

Grant access to Loggly

With Loggly, your support reps no longer have to request and require access to production servers. They can log in to Loggly anytime and locate logs to triage customer issues. When a customer is reporting any kind of failure, your support rep can access the logs in real time and diagnose the problem right away.

With an Enterprise account, you can add an unlimited number of users. What’s more, we also have Single Sign On (SSO) support for a variety of services.

Encourage use of Loggly Dynamic Field Explorer™

Loggly Dynamic Field Explorer™ is like a map of your data, showing both the most common events and the anomalies, as well as providing a quick and precise way to hone in on specific logs and filter out the “noise.” Not only is this an excellent way to analyze structured log data, but it’s also extremely effective when your support team is not as technically savvy as your engineering team. Using point and click, your support rep can quickly identify specific information on the basis of popular references such as customer ID, request ID, or transaction ID. A number of Loggly customers, including Segment, have been able to offload a lot of demands on engineering and DevOps teams in this way.

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Create saved searches for frequent requests

With Loggly, you can search for something and save it for future use. All saved searches are available to all team members in the Loggly account. So your customer support team benefits from a collection of saved searches that help you identify logs for frequent issues. Recruiterbox is one such customer that benefits from saved searches.

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Create JIRA issues with complete log information

Loggly’s JIRA integration makes it easier for your support rep to quickly create JIRA issues with relevant log details without leaving Loggly. With this integration, your support rep can ensure that engineering has all the information needed to troubleshoot further, ultimately reducing the customer’s wait time for a resolution and improving customer satisfaction. JIRA integration is available to customers in the Enterprise plan.

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Empowered support reps are happy, effective team members

Real-time access to logs is the most valuable tool for your customer support team when triaging any customer issue, and Loggly’s ease of use makes this both practical and enjoyable.

If you’re already a Loggly customer, we can help you with onboarding your support reps. If you haven’t tried Loggly yet, your support team is missing out!

Pranay Kamat

Pranay Kamat

Pranay Kamat is a Product Manager at Loggly. His previous experiences include designing user interfaces, APIs, and data migration tools for Oracle and Accela. He has an MBA from The University of Texas at Austin and Master’s degree in Computer Science from Cornell University.

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