Chat with an Analyst

Blog Post created by geonetadmin on Aug 6, 2010

Are you looking for a particular help topic or knowledge base article? Do you just need a quick tip to get started with learning a new topic?

Sometimes waiting for an e-mail response or calling into Support takes more time than you actually need to spend talking with an analyst. The solution has arrived!

Last week, Esri Support Services introduced Chat Support. As quickly as you can fill out a Web form, you can chat with one of our specialists in the technology using an instant message window.

On the Esri Support Center Homepage, click the ‘Chat with an Analyst’ button. Complete the Web form with your customer information. A chat window will appear, and within just a few minutes, an Esri Support Analyst will begin troubleshooting your question. The chat window also features an approximate wait time, so you’ll have an idea when the next Support Analyst will be available.

Once you connect with a Support Analyst, you can send screen shots or other documents using the ‘Attach’ button. You can also request to initiate a screen sharing session using GoToAssist. If your question can’t be answered during the chat conversation, the Support Analyst will continue to help you via phone or e-mail. Every chat is logged as an incident, but now you don't have to hold the phone to your ear.

If a Support Analyst isn't available within a few minutes, your question will be automatically logged as a Web form incident, so you don't have to watch your chat window for hours. A Support Analyst will follow up by e-mail with their best recommendation.

Give Esri Support Services’ new Chat with an Analyst feature a try! It might just turn out to be your favorite way to get in touch with our team.


- Emeline R., Senior Support Analyst - ArcGIS Server Usage group, Esri Support Services