Jamf Support, Supercharged: Intercom + AI, 24/7, 10+ Languages
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 after the Intercom move. Guests Lisa Akerson, VP Global Technical Support at Jamf CJ Krueger, Sr. Program Manager, Technical Support at Jamf
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Inside JNUC 2025: Sessions, Swag & the Party You Can’t Miss
Join co-hosts Josh Thornton and Kat Garbis along with members of the Jamf events team to discuss JNUC 2025. Jeff Ovik (Sr. Event Specialist) and Kelsey Dahl (Sr. Event Specialist) join the podcast to help discuss what listeners can expect at JNUC 2025. From hotel accommodations, things to do in Denver, Braindates, session topics, the Global Partner Summit, Level Up, and of course — the JNUC party, the team unpacks all the exciting things that will happen at JNUC. Need help getting approval to go? The team discusses money saving strategies, JNUC value-adds, as well as the helpful “Convince Your Boss” letter. Important links: Register for JNUC 2025 Grab cool JNUC 2025 Swag Store
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Modernize Your VPN without Replacing it: Understanding The Newest Feature Addition, Network Relay
Join co-hosts Kat Garbis & Josh Thornton with Jamf guests, Iulia Arghir (Senior Product Manager) and Alexander Dove (Senior Sales Engineer) as they introduce and unpack the exciting details of a new feature, Network Relay. Network Relay provides a modern VPN framework, built into the OS and deployable via MDM. Rather than replacing an existing VPN all together, Network Relay can work alongside it, securing admin specified destinations, helping modernize and better secure an existing infrastructure. Network Relay preserves the native Apple device experience that users expect. Some benefits are the support for app-specific, policy-driven tunneling, authenticated based on the hardware-attested device identity, ideal for Zero Trust as well as secure remote connectivity available out of the box. Listen to the full episode to learn more! Looking to sign up and be an early Network Relay adopter? Sign up here: https://forms.office.com/r/wfWk5RmMGc Network Relay blog: https://www.jamf.com/blog/jamf-network-relay-service-mobile-secure-connectivity/
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I inherited a Jamf instance. Now what?
Join host, Kat Garbis, with special guest, Matt Jerome (Sr. Engineer Desktops, Fanatics) to discuss a common scenario in the Mac Admin world: inheriting a Jamf instance. You didn’t build the Jamf Pro instance — someone else did. Perhaps they built it but not quite in the way you would have done it. Maybe the instance came through an acquisition, someone left the organization, regardless, this happens and is usually met with some questions and requires a strategy to navigate. Matt Jerome has plenty of experience in this and created a process of how to navigate inheriting an instance. Matt shares steps he has found to be repeatable and guidance on how to make this as easy as possible. Please find a list of cited resources in this episode: Tech Thoughts article: https://community.jamf.com/t5/tech-thoughts/from-huh-to-h-e-r-o/ba-p/341348 Installomator: https://github.com/Installomator/Installomator Setup your Mac: https://github.com/setup-your-mac/Setup-Your-Mac Nudge: https://github.com/macadmins/nudge Superman: https://github.com/Macjutsu/super App Auto Patch: https://github.com/App-Auto-Patch/App-Auto-Patch
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Compliance, Launch Daemons and Jamf Account, Oh My!
Join co-hosts Kat Garbis & Sean Rabbitt with guest Isaac Ordonez of Mann Consulting, a Jamf Partner, to discuss what it is like to be a managed service provider (MSP) and provide insight on ways they leverage Jamf. Isaac discusses unique ways they are supporting Jamf to help their customers achieve compliance, building applications and integrations, how they are doing reports for launch daemons.
Device management is complex. Security threats are constant. Apple ecosystems are evolving fast. Who's managing these challenges? What does it actually take? And most importantly, how do you stay ahead?
Welcome to Jamf After Dark, where IT leaders, security professionals and Apple experts tackle the real issues facing organisations today. Join our hosts as they uncover what works, what doesn't, and how to build technology strategies that actually stick.
Hear honest conversations about managing devices at scale, securing endpoints, protecting data, and supporting hybrid workforces. New Jamf features and capabilities. Real stories from IT teams solving actual problems. For IT Admins, Mac admins,directors, security specialists, educators and Apple advocates.
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