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What's New in eSupport

PTC Customer Home and eSupport Release Notes

Find out what's new and changed in our online customer tools.


  • Portal  
    • Updates made to several components in the My PTC Home page;
    • Severity value for Servigistics is set by the customer, and no longer calculated by the Derived Severity Model;
    • Case Severity options changed for Windchill, Servigistics & Vuforia Cases;
    • Retired Advanced Partner Program Page and redirected to a message for the customers;
    • Missing fields added to the eDown Disclaimer in Case Viewer for Windchill, Servigistics and Vuforia Cases;
    • Fixed issue related to Partner account who were unable to open cases on behalf of customers.;
    • Enabled Support Assistant for Windchill Product Users;
    • Latest Creo Releases made available in the tools (Case Logger, Update Advisor, Search etc);
    • New Technical Area “Licenses Service - Exemption Request” updated for TWX products;
    • Refined the Feedback Experience in the My PTC Assistant;
    • Prevented customers from re-opening License Management cases from 7 days after closure date;
  •  Cloud Ready Support Assistant
    • Cloud Environment dropdown shows all types of cases for Cloud Users to capture the Cloud information in cases;
    • Tooltip added about the Cloud Environment dropdown to show how it helps;
    • List of Cloud Environments related to the customer shown when "on behalf of" is used to open a case;
    • Added the ability to filter cases by Cloud environment to easily find Cloud Direct/Portal cases;
  •  Kepware
    • Kepware customer are able to enter a hardware key as valid license;
    • Enabled Kepware license tool for all users.;
    • Redirected customers to Partner/TSP who have expired licenses;
  •  Windchill+ Readiness Data Upload
    • Access denied message is shown to the user if Performance Advisor is disabled from Account Management;
    • Added tracker to access user site hit data from the audience base;
    • Files uploaded successful or rejected due to failed validations;
    • Link added on the support site for directly accessing the upload page;
    • Emails sent to customer to notify if the upload failed or successful ;
    • FAQ page link added on the Saas Assessment Page ;


  • Portal  
    • Fixed the issue of Incorrect layout of 'Popular Tasks;
    • Note added on Update Advisor page to show the list of products not supported by the tool;
    • New Technical Area “Licenses Service - Exemption Request” updated for TWX products;
    • "On behalf of" capabilities for "Licenses Service - Exemption Request" Technical Area added;
  •  New User Registration Experience
    • Ability to register as a basic account and Academic user into the portal added;
  •  Kepware
    • Added the ability to open cases in the regular Case Logger and the Kepware Support Assistant for Kepware+ Customers;
    • Kepware customer able to see customer information in the case;
  •  Approval Gate for Account Admission
    • Once the approval gate is enabled for an account, it can be approved or reject by the Online Supervisor with appropriate message;
    • Displaying appropriate messaging to the user who upgrades from premium Account page when CustomerNumber has ApprovalGate Enabled;
    • Deduplication error message shown when a user tries to add the same company that is in pending status or already approved;
  •  Cloud Direct and Cloud Portal
    • Category and Sub category are populated on the My PTC Assistant;
    • Message is displayed to encourage the user to open a Support Case if issue is related to a specific Cloud environment;
    • All Cloud Direct and Cloud Portal cases are routed to the EU-TS-Feedback queue;
    • Added the ability to see and select the specific Cloud environment, for improved grouping and auditing of cases;
    • Added "Search the Knowledge Base" link in MyPTC to point to the new search experience, for improved consistency;
  •  Coveo Search Experience
    • Feedback widget added on the new Search experience;
    • Removed Russian language from available languages;
    • Updated the Knowledge Base link in all welcome e-mails to point to Coveo;


  • Portal  
    • Implemented search for SaaS help center landing pages;
    • Translations made available in languages fr, de, it, es, ja, ko, zh-CN for the support assistant;
    • New eSupport Registration Page Created;
  •  Case Logger/Viewer/Tracker
    • Case Logger made available in Korean Language;
    • Removed the need to insert SCN for Arbortext Content Delivery cases for customer and partner;
    • Made common tracking available on Support Assistant;
    • Banner added in the Support Assistant during Community Maintenance;
    • "Connected" releases for Creo and Windchill removed from the Support Assistant;
  •  Community Onboarding
    • Revamp the Welcome Email design for a Partner account so that emails are more readable and contain all the necessary information;
    • Translations made available for the Welcome Emails;
  •  Creo Product Pages
    • Added link on the My PTC Home Page under Popular Tasks, to direct users to the new experience.;
  •  Digital Success Paths
    • Fix issues identified in DSP design;
    • Various success paths shown as a Card Based Design for better usability and findability;
    • Designed the export functionality of the Success Path to PDF format;
  •  SPR Viewer
    • Release names made clear in the SPR viewer to avoid any confusion;
    • Added the ability to subscribe to SPR status changes for PTC Customer;


  • Portal  
    • Appropriate messages shown on invalid credentials entered into eSupport login
    • E-down disclaimer changed to reflect Derived severity;
    • Created new Help Center Landing pages for SaaS;
    • Added the list of open source software components to view them under the Software Download page;
    • Identified Country in which the Community members are registered known to the PTC employee to provide appropriate support;
    • Fixed issues related to some information from the SPR task not shown properly in the article viewer;
    • Improved hint text and tooltips on Support Assistant;
  •  Case Logger/Viewer/Tracker
    • Updated date information on Case Viewer and Tracker;
    • Fields "severity" and "justification" made mandatory on the Case Viewer;
    • Fixed EDown Preference visibility issue in Old and New Case Viewer;
    • Fixed Attachment Issues in Case Logger;
    • Updated New Case Viewer Design ;
  •  Introduction to Creo Product Pages
    • Added the ability to view the product specific alerts and the banners on the page;
    • Created Feedback options to be submitted to the authors by Users;
  •  ITAR / CUI / NDA user experience
    • Display appropriate message when attempting to close an ITAR / CUI / NDA case;
    • Made case to automatically comply to ITAR conditions in the Creo Support Assistant and eSupport Case Logger;
  •  Kepware
    • User made aware of delayed response times when they select the option "I don't know / I don't have one";
    • Made license ID visible in the case viewer;
  •  Digital Success Path
    • Digital Success Path Design updated;
    • Search enabled withing the success paths;


  • Portal  
    • Content updated on Software Download page for product family "Mathcad Prime";
    • Reference Document Page fixed for Simplified Chinese;
    • The PTC Product Idea Submission Process page is updated with new content;
  •  Case Logger/Viewer/Tracker
    • Updated the Design of the Case Tracker including filters, dates, default technical area.;
    • Comments added to the case in the case viewer in German Language;
    • Fixed bugs in "export to csv" and sorting feature within case tracker;
  •  Support Assistant
    • New Products Added to Support Assistant;
  •  My PTC Assistant
    • Made My PTC Assistant cases open in the new case viewer design;
  •  Article Viewer
    • Fixed issues related to Machine Translation Article Feedback widget;
    • Updated the Feedback Widget to increase Article Feedbacks;
  •  Search
    • Special Pages for Search Created;
    • Made Cosmetic changes to the new search page;
  •  Kepware Case Logger
    • Enabled the customers to views all articles without any basic account restrictions;
    • Added FAQ page for customers;
    • Fixed NDA related issues in case logger;
    • Added conditional redirect from Kepware Case Logger to PTC Kepware Case Logger;

For release information prior to the last 12 months, please refer to our archive.