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. Continue reading