Improving your Technical Support Experience

To improve the Technical Support services we deliver we are making some changes to the way that you interact with us.

Contacting Technical Support

For many years our customers have been able to access Technical Support by phone and email, and in 2017 we introduced the ability to log, view and report on support cases in My Esri. My Esri provides the most efficient and streamlined process for submitting technical issues and it has proved to be very successful with our customers.

The next step in the evolution of the Technical Support experience is to retire the use of email for raising support cases, and you are encouraged to use My Esri as this provides the best user experience. You will also still be able to phone the Technical Support helpdesk.

Who can request Technical Support?

Whether using My Esri or Phone, to request Technical Support you will need to be an authorised caller in My Esri. An authorised caller is a nominated individual granted permission to request Technical Support by the organisation’s administrator. This enables the organisation to manage who can interact with Esri UK. By providing support to designated authorised callers we can be sure we are giving advice to the appropriate individuals who will be able to carry out any necessary changes we advise, thus improving security and maximising the efficiency of the support engagement.

We are in the process of working with our customers to ensure that they have My Esri administrators and authorised callers in place.

Further information can be found in this blog post about authorised callers.

When will this happen and how do I found out more?

These changes are due to come into effect by the middle of March 2021. If you already use My Esri to raise support cases you should be unaffected.

Please contact your Customer Success Manager, Sales Manager, or Partner Manager as appropriate if you wish to discuss this further.