Esri Australia is updating its Technical Support System and integrating tighter with Esri. This broadens our knowledge base, improves the visibility to you and generally make it easier for you to get your issues resolved. The main difference you’ll notice straight up is that emails will come from email@example.com. This is Esri’s ‘Global’ support email address and is what all of Esri and its distributors will use to communicate with their clients, but don’t submit your support requests through this address. You can continue to use firstname.lastname@example.org to log new cases but we are considering phasing this out and directing you to use My Esri to manage your support cases.
You’ll notice a new “Support” tab in My Esri. This is where you’ll go to view your support activity and log a new case. In order to see this tab, you’ll need to be linked to an organisation and have the “View support information” assigned to you. We’ve automatically assign this permission to the administrators of your organisation to get you started.
One of the first things you’ll want to do is to go into the Support tab and manage your authorised callers. We’ve got you started by adding in the people from your organisation that the “Assign permissions” permission in My Esri. Don’t worry if you’re not listed as an authorised caller as we’ll still provide you with support as long as you’re using maintained software. It just means you’ll have to contact us through email@example.com or 1800 447 111 and you won’t see all the benefits from My Esri, so it’s a good idea to have a word to your My Esri administrator and get them to add you.
While you’re in My Esri, you might also notice that we’ve recently given you the control to recover you lost licenses (if you’ve got the “Take licensing actions” permission). This means that you’ll be able to recover your ArcGIS Desktop licenses yourself if you forget to deauthorise your licenses before re-imaging your computer (or your computer dies).
So, now’s a good time to reconnect with My Esri. The following links will help you along the way but if you want a more personalised tour then don’t hesitate to give us a call on 1800 447 111 or flick us an email at firstname.lastname@example.org and one of our support team will be glad to show you around.
Esri Australia Technical Support