Tobi Is Here: How to Use the New Zyxel Support Bot Effectively

Your smarter, faster way to connect with the Zyxel Support Team
 

💡 How It Works

Tobi, the Zyxel AI Support Assistant, guides you through a natural, human-like chat.
Just type your question as if you were talking to a person.
Wait for Tobi’s reply and answer the questions — this helps the system understand your issue and provide the best support.

✅ What You Should Do

Ask your question

Write your request in a chat-style message (not like a long email).
It can be short or detailed — just keep it conversational.
Example: “Hi, my switch isn’t connecting to Nebula. What should I check?”

Answer Tobi’s questions

Tobi may ask for details such as:

• Serial Number (to identify your product)

• Operating Mode (On-Premise or Nebula)

Creating a support ticket

If a ticket is needed, simply follow the steps.
Tobi will automatically detect when it’s time to involve a real Zyxel Support Agent —
no manual ticket creation required.

💬 Tips & Tricks

What works best:

• Start with one clear question or issue.

• Wait for Tobi’s reply before switching topics.

• If Tobi asks you to repeat something like a Serial Number, it may be confirming your situation (e.g., checking an existing ticket vs. creating a new one).

• Treat the chat like talking to a real support person — stay polite, avoid ALL CAPS, and follow the conversation flow for quicker results.

What doesn’t work:

• Sending attachments upfront – Tobi cannot read files.
  After your ticket is created, you’ll receive an email where you can upload documents.

• Ignoring questions – Tobi will keep asking until it receives the needed info.

• Requesting an agent immediately – Escalation happens automatically when appropriate.

• Repeating the same message – This can reset the chat and slow things down.

• Asking repeatedly for an agent – This restarts the data collection and delays escalation.

⏱️ Escalation to a Real Agent

When your case enters the “escalation flow,” ticket creation takes about 30 seconds.
Our support team will respond as soon as possible.
(Some partner accounts may also see a live chat option during ongoing test phases.)