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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  
    • Addressed a bug that was preventing users from closing banners;
  •  Case Logger/Viewer/Tracker
    • Introduced and scaled Creo Support Assistant to 20% of sessions;
    • Limited Justification field to 255 characters on Case Escalation screen to ensure  escalation reason is fully captured in CRM System;
    • Upgraded Case Logger Viewer to enhance case routing and SCN management to ensure proper case handling;


  • Portal
    • “My PTC” section is now exposed in the breadcrumbs to properly reveal customer’s location within Customer Home;
    • Algorithm for banner display has been reexamined to better reflect customer product preferences; 
    • Corrected a bug that was preventing banners from closing properly;   
  •  Case Logger/Viewer/Tracker
    • Support Assistant is now live and will, eventually, replace the Case Logger.  The case logging experience is currently untouched for all products except for MathCAD, where we are proposing to some customers to engage us through the community.
    • An optional validation field was added allowing customers to input their Azure Active Directory tenant ID for Thingworx Solution Central cases to streamline case handling; 
    • Fixed an issue on the Change Severity screen to ensure the Justification field is displayed correctly;
  • Article Viewer 
    • Enhanced Article Viewer performance and increased page load speed;
  • Proactive Digital Experience
    • On-Demand System Scan updated to display maintenance message to customers when backend WebSammy service is disabled;
  • Digital Success Paths
    • Addressed a cosmetic bug to ensure font consistency;
  • Products
    • Help Center landing page updated to include details on reference documents, while broadening supported languages to improve customer experience;


  • Portal
    • Addressed a Content Security vulnerability in the header of http://support.ptc.com/ ;
    •  Corrected date format for Japanese on the Alert Detail Page;
    • Updated the table to correctly display recommendation type icon for SCP recommendations;
    • Fixed an issue on the Renewal Survey to ensure distribution continuity; 
    • Corrected a bug which was preventing publishing of localized product alerts;
  •  Case Logger/Viewer/Tracker
    • Updated the Security Vulnerability Report to consolidate and simplify the process of reporting vulnerability issues;
    • Updated “Resolved Date” timestamp in the Case Viewer to reflect customer’s time zone for consistency;
  • Article Viewer 
    • Fixed a bug that duplicated Article Feedback entries;
    • Addressed an “Article Not Found” which was preventing access to some non-English articles;


  • Portal
    • Created additional filter in Dylan to provide cleaner results for CADDS
    • Redesigned Dylan’s Arbortext data model to ensure relevance of the returned results
    • Updated the Build Dylan Models scripts to align with the renaming of Integrity Products to Windchill
  •  Case Logger/Viewer/Tracker
    • Refresh case details on regular basis to allow real-time interaction with the Case Viewer
    • Enabled customers to see their case escalation date within both Case Timeline and Case Details sections, thus enhancing transparency
    • Redesigned Case Viewer page to remove duplicate information and improve clarity
  • Article Viewer 
    • Added embedded federated search text field, enabling customers to perform a follow up query directly from Article Viewer
  • IT
    • Corrected an issue to allow Reference Documents to be saved with their original filename


  • Portal
    • Updated look and feel for eSupport login and home pages for all users in all languages;
    • Added new on-page links make it easier to find what you need;
    • The icon links that were below Knowledge Base search bar are now text links next to the Knowledge Base search bar
      New feedback form available;
    • The July 24 updates are the first in a series of ongoing changes PTC is making to improve online experiences. If you’d like to be part of user research efforts at PTC, send an email to the PTC Voice of the Customer team at VOC@ptc.com.
    • Deleted or unpublished reference documents are removed from incremental crawls; 
    • Updated Support Portal cookie settings based on www.ptc.com changes;
  • Case Logger/Viewer/Tracker
    • Introduced new four subsections under “Working” status to ensure cases are correspondingly routed, while enhancing clarity for customer; 
    • Removed Case Viewer status subsection fields for cases with “Information Received” status in Salesforce to avoid ambiguity;
    • Addressed an issue that made daylight saving changes affect case routing;


  • Portal
    • Addressed a bug that prevented from displaying banners according to product preferences
  • Case Logger / Viewer / Tracker
    • Removed Created Date from Article Viewer  for improved experience in Google;
    • Added latest Product and Release mappings to Update Advisor for Windchill RV&S, ensuring information vitality; 


  • Portal
    • Completed the rebranding of Integrity Requirements Connector products to Windchill Requirements Connector; 
  • Case Logger / Viewer / Tracker
    • Region field added to Web Account Case Logger to ensure cases are automatically routed for optimal case processing;
    • Enhancement to direct all cases coming from the License Management Tools to the Licensing team;
    • Addressed an issue that made daylight saving changes affect case routing;
    • Fixed a bug that prevented the correct display of Call Center working hours when logging a case;
    • To increase relevance of Dylan’s recommendations, articles linked to data-specific SPRs are removed from the array of suggested articles;
  • Article Viewer 
    • Introduced an A/B test on the Article feedback widget to assess whether customers define content quality more accurately when prompted to select from a scale rating model;
    • Article Viewer application strings have been restructured to improve production stability
  • Update Advisor
    • Addressed an issue that prevented datecode mappings to properly reflect the Update Advisor history;
  • Online Success Guide
    • To enable access for our worldwide customers, the Online Success Guide is now available into new three languages: Traditional Chinese, Simplified Chinese and Korean; 

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