Danaya Ostine is a member of PTC’s Rotational Leadership Development Program (RLDP). She is currently in her second rotation, serving as a Project Manager on the Software Operations and Support (SO&S) team, where she also leads key marketing initiatives. Danaya first joined PTC as a Customer Success Intern in 2023 and returned in the summer of 2024 to begin her RLDP journey. She earned her Bachelor of Science in Management with a concentration in Marketing from the University of Massachusetts Boston.
Since 2011, PTC Technical Support has been creating and curating knowledge using the industry-standard Knowledge-Centered Service (KCS) methodology, laying the foundation for today's robust self-service support experience. In our fast-paced technical environment, self-service has evolved from convenience to necessity.
PTC leads this evolution through our Software Operations & Technical Support (SO&S) team, which has developed powerful self-service tools that empower users to find solutions faster, collaborate with peers, and maximize product value. Central to this strategy are two key platforms that put knowledge and support directly at your fingertips: the PTC eSupport Portal and the PTC Community.
Why self-service matters
According to a Nuance Enterprise survey, 75% of users prefer self-service over speaking to a company representative because it's always available and lets you work at your own pace. In fact, 85% of the requests received by PTC Support Services are also solved by our digital resources, such as our Knowledge Base articles, Troubleshooters, and answered Community posts.
PTC’s eSupport Portal and PTC Community deliver:
- 24/7 availability
- Immediate access to collective knowledge
- Flexibility to learn at your own pace
- Community-validated solutions
- Content accessed in your preferred language
- Over 950K community members
Using the PTC eSupport Portal
The PTC eSupport Portal serves as the central hub for PTC technical support resources across PTC's product portfolio. Designed for all PTC customers from individual users to enterprise administrators, the platform provides seamless access to official documentation, software downloads, and the PTC Support Assistant. The portal integrates deeply with PTC's core products, including Windchill, Creo, ThingWorx, and others, ensuring that help is always relevant.
Key features of the eSupport Portal
The eSupport Portal offers several powerful capabilities:
- 180,000+ Knowledge Base articles: Technical guides and troubleshooting resources in eight languages
- Streamlined Support Assistant: Streamlined ticket creation and tracking
- Product documentation: Access to reference materials and technical specifications
- Software downloads: Centralized repository for software updates, patches, and drivers
How the eSupport portal saves time and increases efficiency
The eSupport Portal delivers immediate results through instant access to 180,000+ technical articles, eliminating support delays. Available in multiple languages, it reduces downtime and creates consistency across teams.
How to create a PTC eSupport login?
- Create your PTC User Account
- Search the Knowledge Base effectively
- Open a support case with ease
Engaging with the PTC Community
The eSupport Portal gives you direct access to trusted, verified resources, while the PTC Community brings real-world industry experience to the table. It’s where users ask questions, swap ideas, share creative solutions, and learn how others are making the most of their PTC tools.
Key PTC Community features:
- Expert and peer engagement: Community Champions and PTC employees actively respond with timely, knowledgeable insights
- Targeted product spaces: Dedicated forums for each PTC solution streamline access to relevant discussions
- Recognition and reputation: Badges, rankings, and points reward valuable contributions and elevate user visibility
- Global accessibility: Translation tools support multilingual collaboration across the PTC Community
- Collaborative learning: The platform fosters connection, knowledge-sharing, and peer-driven problem-solving
Tips from a Community Champion
Michael Bourque, Technical Director of Customer Success at PDSVISION and Organizer of PTC’s Boston Regional User Group, shares advice on how to ask effective questions in the PTC Community, specifically around Creo. He aims to help users frame their posts to make it easier for others to provide helpful, accurate answers.
Tips from a community champion
Tips from a community champion
Tips from a community champion
Tips from a community champion
Tips from a community champion
Tips from a community champion
Tips from a community champion
Tips from a community champion
Tips from a community champion
Tips from a community champion
“I post and answer questions on the PTC Community because it feels good to share my knowledge. Asking and answering questions is also a great way to learn from others, and I’ve even been inspired to explore new areas of the software from community questions and answers.”
How to log in and participate
- Use the eSupport Portal Usage Guide to create your PTC User Account.
- Log in to the PTC Community using your PTC credentials.
What’s the difference between the eSupport Portal and the PTC Community?
The eSupport Portal is ideal for:
- Accessing official product documentation and release notes
- Downloading software updates and patches
- Managing and tracking formal support cases
- Finding PTC-validated solutions to common technical issues
- Handling license and entitlement questions
Choose the PTC Community when:
- Seeking creative approaches to implementation challenges
- Learning best practices from experienced users
- Discussing industry-specific applications
- Exploring alternative solutions to complex problems
FAQ & Closing Thoughts
PTC’s self-service resources, the eSupport Portal and PTC Community, offer instant access to solutions and peer insights, extending support beyond traditional channels. Explore these platforms to boost technical skills, streamline workflows, and drive innovation with PTC products.
Are the eSupport Portal and PTC Community available in multiple languages?
The eSupport Portal is available in English, German, Japanese, and Simplified Chinese.
The PTC Community is currently testing a translation widget available at the forum and topic level targeted for Japanese, Chinese, and Korean.
Is the PTC Community moderated by experts?
- No, the PTC Community is not moderated by experts. Log in to the community and check out SO&S’s new PTC Community Moderator Lineup. PTC Community Moderator Lineup - PTC Community.
Can I open a support case without logging in?
- To open a support case, you must be logged in. However, certain information can be obtained by contacting PTC Support via phone. Use your PTC Support login and find your region’s Customer Support phone number.
How do I create a PTC User login?
- Refer to page 4 in the eSupport Portal Usage Guide to create a login.
eSupport Portal usage guide
Use the eSupport Portal Usage Guide to create your PTC User Account, search the knowledge base effectively, and open a support case at ease.
eSupport Guide