Show Notes
200+ agents, 24/7 global coverage and AI assist. Explore how Jamf cut first response from 7 hours to under 10 minutes.
Jamf After Dark hosts Kat Garbis and Josh Thornton sit down with Lisa Akerson (VP, Global Technical Support) and CJ Krueger (Sr. Program Manager, Technical Support) to unpack what's new in Jamf Support: an Intercom-powered omnichannel experience, AI assistance for common questions, and faster routing so customers reach the right expert, fast.
Highlights 200+ highly skilled support agents.
Since the new portal launched June 20: 28,952 new support conversations and ~98,000 replies across chat/phone/email; 9,758 tickets for complex issues.
AI Agent already resolved ~4,500 conversations (Standard Support chat).
First response time improved from ~7 hours to <10 minutes after the Intercom move.
Guests Lisa Akerson, VP Global Technical Support at Jamf
CJ Krueger, Sr. Program Manager, Technical Support at Jamf
More from Jamf After Dark
AI-native workforce security is how Amplifier Security and Jamf close the gap between security policy and employee action, without slowing anyone down.
JNUC 2026 moved to September and runs Wednesday to Friday for the first time. The two people who organize it explain what else changed.
Most security teams know Windows inside out, but not macOS. Beacon by Jamf Threat Labs hunts the Mac malware and attacker activity your team misses.
Travis County's Senior Systems Engineer explains why his team migrated 1,900+ Apple devices back to Jamf after trying a competing MDM, and how Jamf tools caught phishing test emails before users ever saw them.
One K12 school was blocking roughly 1,000 phishing attacks per day, and had no idea it was happening. EDU Buying season is here, and security, classroom tools, parent controls, and teacher adoption all need answers before a single device gets ordered.