ArcGIS

Improved Esri Support Case Logging and Management

With the Esri Support app, submit and manage cases from the palm of your hand. Log new cases, check existing issues, schedule calls, and more!

Connect With Us–Fast

Three screens from the Esri Support app which illustrate the workflow to submit a case through the app.

To log a new case through the Esri Support app, tap the call icon at the top of the home screen, then pick how you’d like to contact us.

If you tap “App,” you have the option to submit a case creation form describing the issue.

When you contact us by phone through the app, you’ll bypass our usual phone menu. Instead, you’ll be connected to the right analyst for the job by selecting a few quick options.

Four screens from the Esri Support app which illustrate the workflow to call Support through the app.

We plan to release the chat option in an upcoming version.

Case Management Made Easy

The Esri Support app puts case management tools at your fingertips. Tap Case Dashboard to see all your open cases (and all the cases you can re-open). Select a case to view details. In addition to case title and other key information, view a feed of all activity associated with the case by tapping Activity Log.

Four screens from the Esri Support app which illustrate the workflow to access the Activity Log.

Add to this activity yourself by tapping Take Action, which leads to a menu of options. You can add notes to the analyst handling your case, escalate your case, close the case if you find a solution, or schedule a time for your analyst to call you back.

Five screens from the Esri Support app which illustrate the Take Action options.

Get Support Anywhere, Anytime

Get access to these tool and much, much more when you download the Esri Support app, available now in the App Store and on Google Play.

About the author

Molly is a writer and editor for support.esri.com. She’s been with Esri since 2020, building self-service resources for Esri’s customers. Outside the office, she refurbishes discarded furniture, cooks from increasingly elaborate recipes, and reads everything she can get her hands on.

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