{"id":1889762,"date":"2023-03-30T08:00:15","date_gmt":"2023-03-30T15:00:15","guid":{"rendered":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=1889762"},"modified":"2023-03-30T08:32:44","modified_gmt":"2023-03-30T15:32:44","slug":"new-technical-support-experience-now-live","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live","title":{"rendered":"New Technical Support Experience Now Live"},"author":224362,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":""},"categories":[37101],"tags":[366152,38431,769132,769122,29921],"industry":[],"product":[421922],"class_list":["post-1889762","blog","type-blog","status-publish","format-standard","hentry","category-announcements","tag-new","tag-support","tag-tech","tag-technical-support","tag-website","product-arcgis"],"acf":{"authors":[{"ID":335922,"user_firstname":"Esri Digital","user_lastname":"Experience","nickname":"dxinfo","user_nicename":"esri-digital-experience","display_name":"Esri Digital Experience","user_email":"dxinfo@esri.com","user_url":"https:\/\/www.esri.com\/en-us\/home","user_registered":"2023-03-24 23:54:01","user_description":"We\u2019re an extensive team of digital experience enthusiasts who are responsible for managing many Esri websites. If you're browsing product pages, signing up for an event,\u00a0shopping in the Esri Store or doing anything else on our sites, we're the team behind the scenes enabling your experience. We'll keep you posted with relevant updates here.","user_avatar":""}],"short_description":"The new Technical Support experience provides answers about ArcGIS products quickly. Download the app for notifications.","flexible_content":[{"acf_fc_layout":"content","content":"

After over a year of research and rebuilding,<\/span> the new Technical Support <\/span>web experience<\/span> is now live and ready for you to explore<\/span>. <\/span>It\u2019s<\/span> designed with your needs in mind<\/span> to help you <\/span>access <\/span>the<\/span> ArcGIS<\/span> help <\/span>you need quickly.<\/span><\/span>\u00a0<\/span><\/p>\n

A fresh, new look<\/span><\/b>\u00a0<\/span><\/h2>\n

Since a first impression is a lasting impression, it makes sense that the first thing most people notice about the site is its modern, bright appearance. Even though it may look different, all the information you expect is still there.<\/span>\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"image","image":{"ID":1890962,"id":1890962,"title":"before-after-static","filename":"before-after-static.jpg","filesize":206185,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/before-after-static.jpg","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live\/before-after-static","alt":"","author":"224362","description":"","caption":"","name":"before-after-static","status":"inherit","uploaded_to":1889762,"date":"2023-03-30 02:49:54","modified":"2023-03-30 02:49:54","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":2560,"height":1440,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/before-after-static-213x200.jpg","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/before-after-static.jpg","medium-width":464,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/before-after-static.jpg","medium_large-width":768,"medium_large-height":432,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/before-after-static.jpg","large-width":1920,"large-height":1080,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/before-after-static-1536x864.jpg","1536x1536-width":1536,"1536x1536-height":864,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/before-after-static-2048x1152.jpg","2048x2048-width":2048,"2048x2048-height":1152,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/before-after-static-826x465.jpg","card_image-width":826,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/before-after-static-1920x1080.jpg","wide_image-width":1920,"wide_image-height":1080}},"image_position":"center","orientation":"horizontal","hyperlink":"https:\/\/support.esri.com\/en-us\/overview"},{"acf_fc_layout":"content","content":"

New Navigation<\/span><\/b>\u00a0<\/span><\/h2>\n

We\u2019ve made <\/span>findability<\/span><\/i> on the new Technical Support site a priority by streamlining the ways you find information. You may notice we simplified the navigation options to make it easier to find the products you care about and provide quick, efficient access to the support functions used most often.<\/span>\u00a0<\/span><\/p>\n

Although some of the options you may have used in the past have moved, do not worry. Everything is still on the site \u2013 typically on the <\/span>Overview<\/a> or <\/span>Contact Support<\/a> pages. If you don\u2019t see what you\u2019re looking for, simply use the search bar for assistance.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"image","image":{"ID":1891002,"id":1891002,"title":"navigation","filename":"navigation.jpg","filesize":104004,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/navigation.jpg","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live\/navigation-3","alt":"","author":"224362","description":"","caption":"","name":"navigation-3","status":"inherit","uploaded_to":1889762,"date":"2023-03-30 02:54:21","modified":"2023-03-30 02:54:21","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":2560,"height":1440,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/navigation-213x200.jpg","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/navigation.jpg","medium-width":464,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/navigation.jpg","medium_large-width":768,"medium_large-height":432,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/navigation.jpg","large-width":1920,"large-height":1080,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/navigation-1536x864.jpg","1536x1536-width":1536,"1536x1536-height":864,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/navigation-2048x1152.jpg","2048x2048-width":2048,"2048x2048-height":1152,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/navigation-826x465.jpg","card_image-width":826,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/navigation-1920x1080.jpg","wide_image-width":1920,"wide_image-height":1080}},"image_position":"center","orientation":"horizontal","hyperlink":"https:\/\/support.esri.com\/en-us\/overview"},{"acf_fc_layout":"content","content":"

Product Pages<\/span><\/b>\u00a0<\/span><\/h2>\n

Dedicated pages for ArcGIS products<\/a> are new additions to the Technical Support site. These act as a \u201cone-stop shop\u201d for each product by consolidating common issues, patches and updates, knowledge base articles, etc. without having to use filters. By proactively providing important content upfront, like common issues, related articles and recent patches\/updates, you won\u2019t spend time searching for the latest information about your favorite products.\u00a0<\/span>\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"content","content":"

Consolidated Bug Details Page<\/span><\/b>\u00a0<\/span><\/h2>\n

One of the most significant changes on the new Technical Support site is the bug detail page. Now, the bug details appear <\/span>with<\/span><\/i> the technical article describing the solution to the bug on one page instead of having to go to different pages.\u00a0<\/span>\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"image","image":{"ID":1890992,"id":1890992,"title":"bug-before-and-after","filename":"bug-before-and-after.jpg","filesize":195077,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/bug-before-and-after.jpg","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live\/bug-before-and-after","alt":"","author":"224362","description":"","caption":"","name":"bug-before-and-after","status":"inherit","uploaded_to":1889762,"date":"2023-03-30 02:53:02","modified":"2023-03-30 02:53:02","menu_order":0,"mime_type":"image\/jpeg","type":"image","subtype":"jpeg","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":1200,"height":675,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/bug-before-and-after-213x200.jpg","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/bug-before-and-after.jpg","medium-width":464,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/bug-before-and-after.jpg","medium_large-width":768,"medium_large-height":432,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/bug-before-and-after.jpg","large-width":1200,"large-height":675,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/bug-before-and-after.jpg","1536x1536-width":1200,"1536x1536-height":675,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/bug-before-and-after.jpg","2048x2048-width":1200,"2048x2048-height":675,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/bug-before-and-after-826x465.jpg","card_image-width":826,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/bug-before-and-after.jpg","wide_image-width":1200,"wide_image-height":675}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

Support Services<\/span><\/b>\u00a0<\/span><\/h2>\n

Another update to the site helps clarify the support services<\/a> available to you, and specific industries: Natural Resource Management<\/a>, State and Local Government<\/a>, Utilities<\/a> and Commercial Organizations<\/a>. Standard Support provides assistance during set working hours, access to online resources and software updates, and Premium Support<\/a> provides a dedicated Technical Account Manager, prioritized case management and around-the-clock support. There is also Priority Support for international users. <\/span>\u00a0<\/span><\/p>\n

Optimized for Search<\/span><\/b>\u00a0<\/span><\/h2>\n

If your first stop is Google when you need a quick answer, you\u2019re in luck. The new Tech Support pages are optimized to deliver answers to your questions\u00a0 \u2013 even if you ask them on popular search engines.<\/span>\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"content","content":"

Mobile App Notifications<\/span><\/b>\u00a0<\/span><\/h2>\n

As part of the new Support experience, you can download the mobile app<\/a> on iOS<\/a> or Android<\/a>, then subscribe to receive support notifications about the products you\u2019re most interested in. That way, you can receive case and bug status updates immediately. You\u2019ll also be one of the first to know when there are new support articles, patches and technical papers available.<\/span>\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"image","image":{"ID":1891092,"id":1891092,"title":"Push Notification","filename":"Push-Notification-e1680145838440.png","filesize":1323330,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/Push-Notification-e1680145838440.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live\/push-notification-2","alt":"","author":"224362","description":"","caption":"","name":"push-notification-2","status":"inherit","uploaded_to":1889762,"date":"2023-03-30 03:06:34","modified":"2023-03-30 03:06:34","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":1170,"height":488,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/Push-Notification-e1680145838440-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/Push-Notification-e1680145838440-464x194.png","medium-width":464,"medium-height":194,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/Push-Notification-e1680145838440-768x320.png","medium_large-width":768,"medium_large-height":320,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/Push-Notification-e1680145838440.png","large-width":1170,"large-height":488,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/Push-Notification-e1680145838440.png","1536x1536-width":1170,"1536x1536-height":488,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/Push-Notification-e1680145838440.png","2048x2048-width":1170,"2048x2048-height":488,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/Push-Notification-e1680145838440-826x345.png","card_image-width":826,"card_image-height":345,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/Push-Notification-1157x1080.png","wide_image-width":1157,"wide_image-height":1080}},"image_position":"left-center","orientation":"horizontal","hyperlink":"https:\/\/support.esri.com\/en-us\/app"},{"acf_fc_layout":"content","content":"

Of course, there are many other improvements to the site that make it faster and more user-friendly for everyone including many accessibility enhancements. And we\u2019re just getting started. You can expect continual improvements to your support experience as our team will be regularly introducing new features over the coming year.\u00a0<\/span>\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"image","image":{"ID":1891072,"id":1891072,"title":"2023-03-29_22-46-42","filename":"2023-03-29_22-46-42.png","filesize":6056,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-46-42.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live\/2023-03-29_22-46-42","alt":"","author":"224362","description":"","caption":"","name":"2023-03-29_22-46-42","status":"inherit","uploaded_to":1889762,"date":"2023-03-30 03:03:54","modified":"2023-03-30 03:03:54","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":652,"height":64,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-46-42-213x64.png","thumbnail-width":213,"thumbnail-height":64,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-46-42.png","medium-width":464,"medium-height":46,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-46-42.png","medium_large-width":652,"medium_large-height":64,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-46-42.png","large-width":652,"large-height":64,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-46-42.png","1536x1536-width":652,"1536x1536-height":64,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-46-42.png","2048x2048-width":652,"2048x2048-height":64,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-46-42.png","card_image-width":652,"card_image-height":64,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-46-42.png","wide_image-width":652,"wide_image-height":64}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

Thank you to those who participated in interviews with our team. We appreciate your time sharing your experience and testing out the usability of the new site. Your insights are incredibly valuable and helped shape the new Technical Support experience you see today.<\/span>\u00a0<\/span><\/p>\n

If you have a moment, we encourage you to visit the new Technical Support site to see the new experience for yourself and ensure you\u2019re ready for the next time you need help with ArcGIS.<\/span>\u00a0<\/span><\/p>\n"},{"acf_fc_layout":"image","image":{"ID":1890952,"id":1890952,"title":"2023-03-29_22-47-03","filename":"2023-03-29_22-47-03.png","filesize":6039,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-47-03.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live\/2023-03-29_22-47-03","alt":"","author":"224362","description":"","caption":"","name":"2023-03-29_22-47-03","status":"inherit","uploaded_to":1889762,"date":"2023-03-30 02:48:28","modified":"2023-03-30 02:48:28","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":652,"height":64,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-47-03-213x64.png","thumbnail-width":213,"thumbnail-height":64,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-47-03.png","medium-width":464,"medium-height":46,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-47-03.png","medium_large-width":652,"medium_large-height":64,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-47-03.png","large-width":652,"large-height":64,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-47-03.png","1536x1536-width":652,"1536x1536-height":64,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-47-03.png","2048x2048-width":652,"2048x2048-height":64,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-47-03.png","card_image-width":652,"card_image-height":64,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/03\/2023-03-29_22-47-03.png","wide_image-width":652,"wide_image-height":64}},"image_position":"center","orientation":"horizontal","hyperlink":"https:\/\/support.esri.com\/en"}],"related_articles":"","card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/02\/Blog-Support-Share-Card.png","wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/02\/Support_Blog_Banner.png"},"yoast_head":"\nNew Technical Support Experience Now Live<\/title>\n<meta name=\"description\" content=\"The new Esri Technical Support experience helps you access the ArcGIS product help you need quickly online and via the app.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"New Technical Support Experience Now Live\" \/>\n<meta property=\"og:description\" content=\"The new Esri Technical Support experience helps you access the ArcGIS product help you need quickly online and via the app.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live\" \/>\n<meta property=\"og:site_name\" content=\"ArcGIS Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/esrigis\/\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-30T15:32:44+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@ESRI\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":[\"Article\",\"BlogPosting\"],\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/new-technical-support-experience-now-live\"},\"author\":{\"name\":\"Jacqui Newell\",\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/person\/a1491477d4a8b703787f9dbe7cb7bf4c\"},\"headline\":\"New Technical Support Experience Now 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