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