--- title: Moveworks Support Scope excerpt: >- Comprehensive guide to the types of questions and requests you can submit to Moveworks Support, including AI Assistant issues, analytics, employee communications, configuration changes, and troubleshooting. deprecated: false hidden: false link: new_tab: false metadata: title: '' description: '' robots: index --- ## What types of questions/requests can I send to Moveworks Support? Feel free to raise a support ticket if you need help with the below issues or tasks. **Investigating common issues like** * Why is the AI Assistant not responding to a user/multiple users? * Why didn't AI Assistant nudge on a certain ticket? * Why did the concierge skill not notify an end-user on a ticket? * Why the user did not receive an approval notification? * Why did the AI Assistant fail to provision X software/group? * Why did the AI Assistant did not intercept a ticket or channel update? * Why the ticket creation is failing for users? * Why the channel updates are not syncing? * Why the channel ticket creation is not working? * Why the AI Assistant is unable to provision a software? * Why the password reset or account unlock is failing? * Why MFA reset is not working as expected? **Investigating issues where the AI Assistant is not returning the expected results.** * AI Assistant not serving the expected form/KB/FAQs * Expected result is not showing up in a specific route (Channel, Ticket or DM) * Multilingual queries are not serving the expected results. * AI Assistant is serving an incorrect backstop * Invalid KB/FAQs or Forms are being served by the AI Assistant. * Users are unable to find the expected software through the AI Assistant * AI Assistant is not triggering account unlock , MFA reset or password reset options. **Moveworks Analytics** * Issues with analytics access through control center * Questions/ requests related to Analytics dashboard data * Requests to add specific data reports to a customer's export. **Troubleshooting Employee Comms** * Why didn't an employee Comm complete? * Unable to sent out employee comms * Some users did not receive the employee comm notification * Audience builder not working as expected. * Campaign translation is not accurate. **Updating ticket filters, which includes:** * Changes to denominator filter * Changes to triage scope * Changes to nudge/concierge ticket filter * Changes to ticket interception filters **Minor changes to configuration (modifying behavior of an existing skill)** * Updates/changes to verbiage served by the AI Assistant. * Modifying the frequencies in which the AI Assistant notify the users * Updating images for AI Assistant avatars (Web AI Assistant and Control Center) * Adding a new knowledge Base for an existing integration * e.g: Add a new ServiceNow Knowledge Base, Confluence Space or Sharepoint Site to be ingested. * Changing Live Agent Handoff behavior **Account Access** * User receiving frequent account unlock notifications * User did not receive a lock out notifications * User unable to unlock the account through the AI Assistant * Password reset is not working as expected * Update the password reset behavior. **Software Access** * Update the approver or approval configuration for an existing app * Disable an app from being served through the AI Assistant * Setting up new software if the integration is already set up * e.g: Add a new Configuration for a new App **Group Access** * Users are not getting added a specific group * Unable to remove users from groups * Group creation through the AI Assistant is failing **Answers** * FAQs are not getting surfaced in the AI Assistant. * Recently updated KB is not showing up in the AI Assistant. * Formatting of the Articles in the AI Assistant is not accurate * Issues related to external KB articles. **Forms** * Form is not fillable in the AI Assistant. * Form fields are not displaying as expected. * User is unable to see a form * Form submission fails with an error. **Lookups** * `Who is user` not returning the user profile card. * Lookup card is not showing all expected details. * Conference room lookup not working as expected **Approvals** * Approvals are failing for users * User unable to add a comment while denying a request * All approvers are not receiving the approval notification. **Triage** * Change the current triage assignment behavior * Eg: XYZ group has been retired and any predictions to XYZ should be routed to ABC group * Set up a default Fallback group when there are no predicted groups to assign a ticket * Add or update triage filters (Add or remove a specific type of tickets from being triaged) * Investigate incorrect triage assignments or missed triage opportunity. **Channel Resolver** * AI Assistant is not responding to channel utterances * Tickets are not getting created in channel for specific or all users * Ticket updates are not showing up in the channel thread. * Duplicate messages are posted in channel threads **SFTP Setup** * **Read Access:** For analytics * **Read + Write Access:** For sending data ## How to contact Moveworks Support? Customers can contact Moveworks Support by going to the My Moveworks support portal. ### How to access My Moveworks Support Portal? ![](https://files.readme.io/7e5e57b-Untitled_-_2024-05-14T103805.810.png) 1. Log in to [My Moveworks](/docs/my-moveworks-overview). 2. Click on the **Support** tile. **Note**: You may be asked to verify the email address with a one-time password if you are logging in for the first time.