We’re excited to announce new AI-powered support features across all Khoros products — designed to simplify deployments, accelerate troubleshooting, and give you more control over your environment.
🌐 Khoros Communities
(Includes both Community Classic and Community Aurora)
1. Manage Instance Upgrades
Whether you’re on Community Classic or Community Aurora, you can now control when and how your instance receives upgrades using the “Instance Upgrade Settings” feature in the AI Assistant.
This functionality aligns with the Updated Khoros Communities Release Process, which introduces greater flexibility for upgrade management through three ticket options:
- Opt-in ticket: For opted-out customers who want to re-enable automatic upgrades.
- Opt-out ticket: For customers who wish to pause automatic upgrades temporarily.
- Upgrade request ticket: To manually upgrade to the latest release at any time.
Choose the upgrade method that best suits your organization’s operational rhythm and release strategy.
👉 Classic Community KBA | Aurora Community KBA
2. Request Instance Restarts
If you experience performance issues, failed deployments, or other anomalies, you can now request an instance restart directly through the AI Assistant — no manual ticket required.
👉 Classic Community KBA | Aurora Community KBA
3. Deploy Customizations to Production (Community Classic Only)
For Community Classic, you can seamlessly move changes from development or staging to production using the “🚀 Deploy Customizations to Production” option.
This guided workflow ensures your deployments are consistent and error-free.
4. GitHub Repository Access (Aurora Communities Only)
For Aurora customers, you can now request access to Khoros-managed GitHub repositories directly through the AI Assistant.
This triggers an automated workflow that processes access requests quickly and securely.
🌍 All Khoros Products
1. Identify Ongoing Incidents
When you open a chat in the AI Support Assistant, it automatically displays current incidents and ongoing maintenance from the Khoros Status Page for your product — saving you time and helping you stay informed without opening a ticket.
2. Live Chat During Outages
When reporting an outage, you can now request a live chat session with a support agent directly through the AI ChatBot.
This enables real-time updates and faster responses during critical incidents.
👉 Learn more in the Knowledge Base
3. Identify the Right Priority
When you report an issue through the Case Portal, the AI Assistant can automatically review your issue details and match the ticket priority with the definitions in the Service Level Agreement.
This ensures every case is handled with the right urgency and aligned with our SLA commitments. (Available only when issues are reported through the Case Portal.)
💡 Best Practices for Getting the Most from the AI Assistant
To make your interactions with the Khoros AI Support Assistant as productive as possible:
- Be specific about your issue or question.
- Include instance details (e.g., environment, product area).
- Let the AI complete its triage — it speeds up escalation and resolution.
Even when your issue requires a human agent, the AI Assistant’s ability to collect key details first ensures you get faster, more accurate support. Refer to Best Practices for Learn more
🏁 In Summary
These updates make the Khoros Support experience smarter, faster, and more automated than ever before.
Whether you’re deploying updates, managing incidents, or accessing developer tools — our AI Assistant is here to make support effortless. We’ll continue to bring more improvements and update this post as they’re released. Our commitment remains to provide fast, high-quality support that helps you succeed.
To view the linked Knowledge Base articles, please be signed in to the appropriate Case Portal for your product:
- Classic Community: https://khoros-classic.kayako.com/
- Aurora Community: https://khoros-aurora.kayako.com/
- Khoros Care: https://khoros-care.kayako.com/
- Khoros Marketing: https://khoros-marketing.kayako.com/
Need More Help?
Please refer to this link for Khoros Support Portal FAQs or contact us at support@khoros.com or using the AI Assistant.
Ciprian Nastase
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