At Liferay, we are continuously looking for ways to improve your support experience. We are excited to announce the rollout of the Automated Initial Response on October 21, 2026 - a new feature that delivers immediate, actionable guidance on targeted tickets the moment you submit them.

What Is the Automated Initial Response?

When you open a new support ticket, our AI system automatically identifies issues where it can recommend solutions with a high degree of certainty. These high-probability suggestions are posted to your ticket as an Automated Initial Response so that you can have the fastest possible resolution to your issue. 

This response is designed to provide a probable solution or a clear next step so you can begin troubleshooting right away based on Liferay’s Official Documentation, often before a Customer Engineer has started their manual review.

Not Just AI Noise

Please rest assured that we are not just throwing your issues away to an AI to handle.

• Ticket Assignment: The Automated Initial Response in NO WAY impacts the speed or priority with which your ticket will be assigned to one of our Liferay Support Engineers.

• Probability Algorithm: Automated Initial Responses are only given when the system rates it’s suggested resolutions with 95% or higher probability of solving the issue.

• Critical Issues: When you report a critical production issue, rest assured the only response you receive from us is going to be from a Liferay Support Engineer.

• Confirmation: Even if you receive an Automated Initial Response that resolves your issue, you can still confirm your issue is resolved with the Liferay Support Engineer.

Why This Benefits You

• Faster time to resolution — You can receive an initial response immediately, rather than waiting for a Customer Support Engineer to begin their review.

• 24/7 availability — AI-generated guidance is available at any hour, regardless of your support tier or service hours.

• Human review always follows — Your ticket remains in the queue for a full review by a Liferay Customer Support Engineer. The Automated Initial Response is a first step, not a replacement for expert support.

How to Opt-Out

If you prefer not to receive Automated Initial Responses on your tickets, you may opt-out at any time. Simply inform your Customer Support Engineer on any on-going ticket, or open a new support ticket requesting to opt-out from the Automated Initial Response, and our team will process your request.

You can also opt back into Automated Initial Responses by the same methods.

Note: If you creating a new support ticket to opt-out (or opt back in), you can select component: “Activation Key & Project Administration”.

Responsible AI

To ensure that our systems are up-to-date, Liferay will contact any customer users who have been inactive on our support sites for the past 12 months. These Inactive users will be sent an email notification, instructing them to log into one of our support sites in order to avoid deactivation. If no action is taken within 30 days of the notification, the user will lose access to all Liferay support sites.