How Cybermatic Advisor handles your support ticket

An AI first response within a minute, grounded in these guides and your workspace's status — with a person one click away.

1. 1When you open a ticket, Cybermatic Advisor (our AI, clearly labeled) replies within about a minute. It reads these support guides and read-only facts about your workspace — your plan, connection status, device and agent status, recent detections — so its answer names the specific device or connection involved and the exact steps to take. It cannot change any settings.
2. 2Under its reply you'll see two buttons: This solved it (closes the ticket as solved) and I still need a person (passes it to the Cybermatic team immediately). You can also just reply in the thread and the Advisor will continue.
3. 3The Advisor hands off to a person on its own when: you ask for one in any words, it hasn't resolved the issue after two replies, it isn't confident it has a solid answer, the ticket involves billing, a suspected security incident, data deletion or legal matters, or the conversation seems frustrating. You're notified when that happens; a team member then replies here and by email.
4. 4If we don't hear back after an Advisor reply, we check in on day 3, 10, and 20; on day 27 we warn the ticket will close in 3 days and on day 29 in 24 hours; on day 30 it closes automatically with a notice. Reply at any time — before or after it closes — to reopen it with its full history.
5. 5While you type a ticket subject, matching guides appear beneath it; often the answer is already there and no ticket is needed.

Tip: Give the device name or connection you're asking about in the first message — the Advisor can then check its live status and answer in one turn.