Skip navigation
All Places > Esri Technical Support > Blog > 2017 > March
2017
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.

Many customers already use the website to request new cases. Clicking the "Request Case" link on the Support site prompts you to sign in and then opens the Request Case web form. You can use this web form to describe the issue you are facing and the Esri software product you are using. By using the preformatted web form, rather than an email, we can quickly route your case to a specialized Support Analyst who can begin helping you right away.

Support cases can also be opened from the Support page on My Esri. This means that all Support resources will be in one place - the creation, tracking, and history of case work all occurs through My Esri. When a case is requested through the web form, the process of creating the case and routing it to the right analyst is optimized and streamlined, so customers will be connected faster than they would if emailing directly.Myesri_screen1.png

We're very excited for the changes and updates being made to our Support website, and we're looking forward to providing even better support as a result!
Melissa Q. & Joseph M. - Support Services

With Esri Technical Support, our goal is to provide you a world-class support experience and ensure your success with the ArcGIS Platform – and one part of that goal includes your online experience.

Including the posts and blogs here on GeoNet, Esri creates and maintains a vast network of online support resources, such as our main site, support.esri.com (which hosts a technical article knowledgebase, download links, product lifecycle documentation, and more), wiki.GIS.com, the GIS Dictionary, and many others.

For us to continue providing the best possible resources, we request your feedback through a brief survey: Esri Online Support Resources Survey.

Your responses will help us understand your support preferences and how Esri can best deliver the resources you need.

Thank you in advance, and we look forward to supporting you in the future!

Here at Esri Support, our goal is to provide you with a world-class support experience and ensure your success with the ArcGIS Platform--one element of this experience is online support.

Including this blog, Esri creates and maintains a vast network of online support resources, such as Support.Esri.com (which hosts a technical article knowledgebase, download links, product life cycle documentation, and more), Wiki.GIS.com, GeoNet forums (Esri Support actively uses the Esri Technical Support and ArcGIS Ideas places), the GIS Dictionary, among others.For us to continue creating the best resources possible, we request your feedback through a brief survey: Esri Online Support Resources Survey.

Your responses will help us understand your online support preferences and how Esri can deliver the resources you need.

Thank you in advance, and we look forward to supporting you in the future!Other Resources
Megan S. - Online Support Resources
Are you going to the Esri Developer Summit this year? Perhaps you have some questions or need help and would like some special assistance from our Technical Support Analysts? Come see us at the GIS Technical Support Island (TSI) in the Esri Showcase.
devsummit-support-300x225.jpg

The GIS Technical Support Island at Esri Dev Summit 2017



Esri Technical Support will have ten senior analysts available each day of the Developer Summit to assist customers with any technical questions or issues they may have with Esri products. These analysts are subject matter experts that span the many parts of the ArcGIS platform, so we should be able to help with most questions. However, if the problem is more complex, we will create a Support case and contact you later when you're available. We will be stationed right next to several other Esri services, including Consulting, Training, and Cloud Management. If your questions lead us to a conversation about one of our other services, we will connect you with an expert in that area, as well.

In Support, each of the following teams and specialties will be represented:DevSummit_Edited.pngOutside of the TSI, you can find Support Analysts throughout the summit, including at different sessions, demo theater presentations, and the Meet the Teams event.

Stop by and say hello!
Gregory L. - Online Support Resources

Filter Blog

By date: By tag: