If you weren’t able to find answers in our Support Knowledgebase, you can engage with PTC Technical Support Engineers to ask a product or service-related question by opening a case with Technical Support using our Case Logger.
To track previously-opened cases by you or by a colleague at your company, you can use our Case Tracker to look up and report on Technical Support case history.
The following sections describe how to open and track your technical support cases at PTC.
For technical questions on any PTC product of any type or severity, the most efficient way to interact with PTC Technical Support to get the information you need is by opening a case with our Case Logger. In this way, you are sending Technical Support the critical information they need to begin working on your problem or question.
To open a case, click the Open a Support Case link within “My Active Requests” section:
The Case Logger displays. You can now begin entering details about your questions or problem.
Once you enter the details of your problem or question, click Submit.
Most issues can be solved immediately by the articles provided. If Dylan cannot provide the answer to your issue, just click the link at the bottom of the page to open a case.
Note: To upload files greater than 10 MB see Transferring Data to Customer Support Using the PTC FTP Server. File names should not contain any special characters.
A production enterprise system is down. This is the most serious severity for a Case and generally requires 24x7 availability of a customer contact. PTC Technical Support and R&D will work the issue 24x7 until the issue is resolved or the severity is lowered.
Non-disclosure Agreement option: If your company already has a non-disclosure (NDA) agreement on file with PTC and this particular case must be handled in accordance with that agreement, please check this box.
Once you enter the details of your problem or question, click Open a Case.
After clicking "Open a Case", your case is created and the Case Viewer displays:
Once your case is opened, the Case Viewer displays your case number at the top of the page and all of your case details are organized into (non-movable) portlets.
If you need to attach files or other data to your case file to help the TSE resolve your issue, select the Upload Attachment button to open the Upload Data window, then choose the Browse button to find and select the files to add to your case file.
Important! Files larger than 10MB and smaller than 500MB need to be uploaded to your case via FTP. Refer to our Customer Service Guide for detailed instructions and other options for sending your case attachments to PTC Technical Support.
In addition to uploading files, you have several other options by which you can manage your case:
Choose the Escalate Case button to notify Technical Support Management if you feel your case is not being handled appropriately or efficiently enough.
Choose this button to view another case in the Case Viewer. You must first know the case number to view.
Choose this button to refresh the Case Viewer details in the event that updates have been made to your case but aren’t yet reflected in your Case Viewer page.
Choose this button to receive email notifications when updates to this case have been made by a TSE or by you.
Once you have clicked on the button a new window will appear and you will be subscribed to that case and receive email notification for any updates on the case.
If you or someone at your company opened a case recently, or over six (6) months ago, you can find that particular case using the eSupport Portal’s Case Tracker.
To quickly track an existing case opened by you or by someone at your company, enter the tracking number:
The Case Tracker lets you search for existing cases that you or someone at your company have opened either by number or by other criteria such as the customer-defined “Customer Tracking Number,” the subject of the case, by product or by status (open, closed, both).
To find cases that you opened within the past six (6) months, make active the “Cases opened by <Your Name>” tab and select from the available filtering options to help narrow your search.
Results display below the Filter Results area, and you have the option to click the case number to open the case in the Case Viewer, click More Information to display a snapshot of the details associated with the case, or click the Download CSV file to export all of the cases in the list to a CSV file.
To find cases that you opened within any time period, make active the “Advanced” tab and select from the available filtering options to help narrow your search.