Tag Archives: Support Services

Esri Support Update: Using My Esri and the Request Case form

As always, Esri Support aims to make your time with us as simple and pleasant as possible. We are constantly reviewing the ways we interact with you and making improvements so that you receive the best possible support from our highly qualified team of analysts.

Starting on April 3rd, we are deprecating the support@esri.com email address as a method for creating an Esri Support ticket. Instead, we request that all Email and Chat cases be created through the Support website. Continue reading

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The New Esri Support Website is Live!

Esri Support is pleased to introduce the new Esri Support website. The new support.esri.com has been designed with a focus on providing an improved online support experience for all users. In addition to the new product-centered navigation, there are a number of new features to help you find answers to your questions and solutions to your technical issues on the ArcGIS platform.

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FAQ: Why can’t I access the Support tab in My Esri?

Are you unable to view the Support tab in My Esri? Can you see the Support tab, but not the buttons for Request Case or Chat with an Analyst? We can help. Continue reading

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Product Mapping for the New Request Case Web Form

New Esri Support Product Mapping

Esri Support has launched an updated version of the Support Request Form, now known as the Request Case web form. You can access the Request Case web form from the Esri Support website home page by clicking the Support Request … Continue reading

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Call Esri Support! We’ve Changed the Way Our Call Routing Works

Okay, so call routing can get frustrating – we’ve all been there. Maybe you’ve called a customer service hotline and you feel like you have to press a thousand buttons just to get to a person. Maybe you’ve missed the menu items but there’s no option to repeat them, so you have to hang up and start all over. Maybe you skip calling entirely because getting through an organization’s call routing system requires a full day off work and a long hot bath afterwards just to recover from the experience. Whatever the issue, we hear you, and we want your experience with Esri Support to be the best it can be.

That’s why we’re happy to announce we have enhanced the Support call routing system!

The motivation behind this is simple: we want call routing to be quicker, easier, and more purpose-driven. So we simplified things – previously, we had a long list of options that sometimes had you frantically pressing “0″ out of sheer confusion or frustration. Realizing that the number and range of options was the issue, we drastically reduced the number of selections to 20 based on those most frequently chosen. View the diagram below to see how the phone tree will work starting next week. Continue reading

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Changes to Engaging with Esri Support

esri

Over this coming holiday weekend, Support Services is migrating to a new customer relationship management application. To support this effort, we will be closing for the day at 3:00 PM PST on Friday, August 29th, and will resume normal business … Continue reading

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Technical Support Doctor’s Office at APUC 2013

Ladies and gentlemen, the doctor is in! At Esri’s 2013 Asia-Pacific User Conference (APUC) in Singapore, users and customers came in with questions – and left with solutions.

The regional user conference, which took place from November 12-14 at the Suntec Singapore International Convention and Exhibition Centre, marked the first time that Support Services provided live technical support at a regional user conference. The Doctor’s Office is a regular service run at the International User Conference in San Diego, and through collaborative efforts between Esri South Asia and Esri, the office made its regional debut in Singapore. Continue reading

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Support Services at the Esri Federal GIS Conference: February 25-27, 2013

TSisland

The Esri Support Services team will be at the 2013 Esri Federal GIS Conference, and we will be offering appointments for your technical questions. Specialists in all areas of the software will be available to assist with your questions. Users attending … Continue reading

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Visit Support Services at the Esri International User Conference

TSisland

The Esri Support Services team is at the 2012 International User Conference in San Diego, and specialists in all areas of the software are available to assist with your questions at the Technical Support Island in the Esri Showcase.  Users attending … Continue reading

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Support Services at the Esri International User Conference

The Esri International User Conference is just around the corner, and Support Services is preparing for another year of presentations and live support!

Tech Support Events
Esri Support Services (ESS) will be giving presentations and demonstrations throughout the User Conference on a variety of topics such as troubleshooting issues in ArcGIS, streamlining the support experience, and developing your staff with Esri training. We’ll have discussions on what’s working and what can be improved in Esri Support to help us best respond to the ever-changing demands in the marketplace and give you options on the best way to resolve technical concerns. For a complete listing of presentations and times, visit Support Appointments – Support Exhibits.

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