{"id":2232062,"date":"2024-02-14T08:13:17","date_gmt":"2024-02-14T16:13:17","guid":{"rendered":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2232062"},"modified":"2024-02-14T15:47:46","modified_gmt":"2024-02-14T23:47:46","slug":"improved-esri-support-case-logging-and-management","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management","title":{"rendered":"Improved Esri Support Case Logging and Management"},"author":348782,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":""},"categories":[37501],"tags":[773532,773542,772722,772712,769122],"industry":[],"product":[421922],"class_list":["post-2232062","blog","type-blog","status-publish","format-standard","hentry","category-administration","tag-case-management","tag-case-submission","tag-esri-support-app","tag-esri-support-services","tag-technical-support","product-arcgis"],"acf":{"authors":[{"ID":348782,"user_firstname":"Molly","user_lastname":"Green","nickname":"m.green","user_nicename":"m-green","display_name":"Molly Green","user_email":"m.green@esri.com","user_url":"","user_registered":"2023-11-13 23:55:57","user_description":"Molly is a writer and editor for support.esri.com. She\u2019s been with Esri since 2020, building self-service resources for Esri\u2019s customers. Outside the office, she refurbishes discarded furniture, cooks from increasingly elaborate recipes, and reads everything she can get her hands on.","user_avatar":""}],"short_description":"The Esri Support app offers enhanced case submission and management tools so you can take charge of your technical support needs.","flexible_content":[{"acf_fc_layout":"content","content":"

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!<\/p>\n

Connect With Us–Fast<\/h2>\n"},{"acf_fc_layout":"image","image":{"ID":2238752,"id":2238752,"title":"through-the-app","filename":"through-the-app-sized-e1707336238245.png","filesize":1788637,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/through-the-app-sized-e1707336238245.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\/through-the-app-sized","alt":"Three screens from the Esri Support app which illustrate the workflow to submit a case through the app.","author":"348782","description":"","caption":"","name":"through-the-app-sized","status":"inherit","uploaded_to":2232062,"date":"2024-02-07 20:01:41","modified":"2024-02-07 20:02:04","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":700,"height":553,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/through-the-app-sized-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/through-the-app-sized-e1707336238245.png","medium-width":330,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/through-the-app-sized-e1707336238245.png","medium_large-width":700,"medium_large-height":553,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/through-the-app-sized-e1707336238245.png","large-width":700,"large-height":553,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/through-the-app-sized-1536x1213.png","1536x1536-width":1536,"1536x1536-height":1213,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/through-the-app-sized-2048x1617.png","2048x2048-width":2048,"2048x2048-height":1617,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/through-the-app-sized-589x465.png","card_image-width":589,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/through-the-app-sized-1368x1080.png","wide_image-width":1368,"wide_image-height":1080}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

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\u2019d like to contact us.<\/p>\n

If you tap \u201cApp,\u201d you have the option to submit a case creation form describing the issue.<\/p>\n

When you contact us by phone through the app, you\u2019ll bypass our usual phone menu. Instead, you\u2019ll be connected to the right analyst for the job by selecting a few quick options.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2238762,"id":2238762,"title":"call","filename":"call-sized-e1707336257891.png","filesize":1047426,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/call-sized-e1707336257891.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\/call-sized","alt":"Four screens from the Esri Support app which illustrate the workflow to call Support through the app.","author":"348782","description":"","caption":"","name":"call-sized","status":"inherit","uploaded_to":2232062,"date":"2024-02-07 20:02:15","modified":"2024-02-07 20:04:20","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":700,"height":469,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/call-sized-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/call-sized-e1707336257891.png","medium-width":390,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/call-sized-e1707336257891.png","medium_large-width":700,"medium_large-height":469,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/call-sized-e1707336257891.png","large-width":700,"large-height":469,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/call-sized-1536x1028.png","1536x1536-width":1536,"1536x1536-height":1028,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/call-sized-2048x1371.png","2048x2048-width":2048,"2048x2048-height":1371,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/call-sized-694x465.png","card_image-width":694,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/02\/call-sized-1613x1080.png","wide_image-width":1613,"wide_image-height":1080}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

We plan to release the chat option in an upcoming version.<\/p>\n

Case Management Made Easy<\/h2>\n

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.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2238672,"id":2238672,"title":"activity-log","filename":"activity-log-e1707335718290.png","filesize":1077619,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/activity-log-e1707335718290.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\/activity-log","alt":"Four screens from the Esri Support app which illustrate the workflow to access the Activity Log.","author":"348782","description":"","caption":"","name":"activity-log","status":"inherit","uploaded_to":2232062,"date":"2024-02-07 19:28:22","modified":"2024-02-07 19:29:03","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":700,"height":455,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/activity-log-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/activity-log-e1707335718290.png","medium-width":402,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/activity-log-e1707335718290.png","medium_large-width":700,"medium_large-height":455,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/activity-log-e1707335718290.png","large-width":700,"large-height":455,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/activity-log-1536x998.png","1536x1536-width":1536,"1536x1536-height":998,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/activity-log-e1707335718290.png","2048x2048-width":700,"2048x2048-height":455,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/activity-log-716x465.png","card_image-width":716,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/activity-log-1663x1080.png","wide_image-width":1663,"wide_image-height":1080}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

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.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2238682,"id":2238682,"title":"manage-case","filename":"manage-case-e1707335740507.png","filesize":668006,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/manage-case-e1707335740507.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\/manage-case","alt":"Five screens from the Esri Support app which illustrate the Take Action options.","author":"348782","description":"","caption":"","name":"manage-case","status":"inherit","uploaded_to":2232062,"date":"2024-02-07 19:29:40","modified":"2024-02-07 19:55:45","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":700,"height":769,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/manage-case-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/manage-case-e1707335740507.png","medium-width":238,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/manage-case-e1707335740507.png","medium_large-width":700,"medium_large-height":769,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/manage-case-e1707335740507.png","large-width":700,"large-height":769,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/manage-case-1399x1536.png","1536x1536-width":1399,"1536x1536-height":1536,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/manage-case-e1707335740507.png","2048x2048-width":700,"2048x2048-height":769,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/manage-case-423x465.png","card_image-width":423,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/manage-case-984x1080.png","wide_image-width":984,"wide_image-height":1080}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

Get Support Anywhere, Anytime<\/h2>\n

Get access to these tool and much, much more<\/a> when you download the Esri Support app, available now in the App Store<\/a> and on Google Play<\/a>.<\/p>\n"}],"related_articles":[{"ID":2168792,"post_author":"348782","post_date":"2023-11-21 09:02:45","post_date_gmt":"2023-11-21 17:02:45","post_content":"","post_title":"What's New in the Esri Support App (Version 7.0)","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"esri-support-app-version-7-0","to_ping":"","pinged":"","post_modified":"2024-02-14 16:33:12","post_modified_gmt":"2024-02-15 00:33:12","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2168792","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"2","filter":"raw"},{"ID":2170032,"post_author":"348782","post_date":"2023-11-21 09:10:30","post_date_gmt":"2023-11-21 17:10:30","post_content":"","post_title":"Triage Faster with the Esri Support AI Chatbot","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"triage-faster-with-ai","to_ping":"","pinged":"","post_modified":"2024-02-14 16:31:48","post_modified_gmt":"2024-02-15 00:31:48","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2170032","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/Untitled-2.gif","wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/submit-case-wide.png"},"yoast_head":"\nImproved Esri Support Case Logging and Management<\/title>\n<meta name=\"description\" content=\"The Esri Support app offers enhanced case submission and management tools so you can take charge of your technical support needs.\" \/>\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\/administration\/improved-esri-support-case-logging-and-management\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Improved Esri Support Case Logging and Management\" \/>\n<meta property=\"og:description\" content=\"The Esri Support app offers enhanced case submission and management tools so you can take charge of your technical support needs.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\" \/>\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=\"2024-02-14T23:47:46+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\/administration\/improved-esri-support-case-logging-and-management#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\"},\"author\":{\"name\":\"Molly Green\",\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/person\/e5e3871f69632bb071e96a2ced9758e0\"},\"headline\":\"Improved Esri Support Case Logging and Management\",\"datePublished\":\"2024-02-14T16:13:17+00:00\",\"dateModified\":\"2024-02-14T23:47:46+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\"},\"wordCount\":7,\"commentCount\":2,\"publisher\":{\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#organization\"},\"keywords\":[\"case management\",\"case submission\",\"Esri Support App\",\"Esri Support Services\",\"technical support\"],\"articleSection\":[\"Administration\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\",\"url\":\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\",\"name\":\"Improved Esri Support Case Logging and Management\",\"isPartOf\":{\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#website\"},\"datePublished\":\"2024-02-14T16:13:17+00:00\",\"dateModified\":\"2024-02-14T23:47:46+00:00\",\"description\":\"The Esri Support app offers enhanced case submission and management tools so you can take charge of your technical support needs.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.esri.com\/arcgis-blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Improved Esri Support Case Logging and Management\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#website\",\"url\":\"https:\/\/www.esri.com\/arcgis-blog\/\",\"name\":\"ArcGIS Blog\",\"description\":\"Get insider info from Esri product teams\",\"publisher\":{\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.esri.com\/arcgis-blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#organization\",\"name\":\"Esri\",\"url\":\"https:\/\/www.esri.com\/arcgis-blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2018\/04\/Esri.png\",\"contentUrl\":\"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2018\/04\/Esri.png\",\"width\":400,\"height\":400,\"caption\":\"Esri\"},\"image\":{\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/esrigis\/\",\"https:\/\/x.com\/ESRI\",\"https:\/\/www.linkedin.com\/company\/5311\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/person\/e5e3871f69632bb071e96a2ced9758e0\",\"name\":\"Molly Green\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/11\/meicon2-213x200.png\",\"contentUrl\":\"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/11\/meicon2-213x200.png\",\"caption\":\"Molly Green\"},\"description\":\"Molly is a writer and editor for support.esri.com. She\u2019s been with Esri since 2020, building self-service resources for Esri\u2019s customers. Outside the office, she refurbishes discarded furniture, cooks from increasingly elaborate recipes, and reads everything she can get her hands on.\",\"sameAs\":[\"www.linkedin.com\/in\/molly-green-42151515a\"],\"jobTitle\":\"Senior Web Content Editor\",\"worksFor\":\"Esri\",\"url\":\"https:\/\/www.esri.com\/arcgis-blog\/author\/m-green\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Improved Esri Support Case Logging and Management","description":"The Esri Support app offers enhanced case submission and management tools so you can take charge of your technical support needs.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management","og_locale":"en_US","og_type":"article","og_title":"Improved Esri Support Case Logging and Management","og_description":"The Esri Support app offers enhanced case submission and management tools so you can take charge of your technical support needs.","og_url":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management","og_site_name":"ArcGIS Blog","article_publisher":"https:\/\/www.facebook.com\/esrigis\/","article_modified_time":"2024-02-14T23:47:46+00:00","twitter_card":"summary_large_image","twitter_site":"@ESRI","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":["Article","BlogPosting"],"@id":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management#article","isPartOf":{"@id":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management"},"author":{"name":"Molly Green","@id":"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/person\/e5e3871f69632bb071e96a2ced9758e0"},"headline":"Improved Esri Support Case Logging and Management","datePublished":"2024-02-14T16:13:17+00:00","dateModified":"2024-02-14T23:47:46+00:00","mainEntityOfPage":{"@id":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management"},"wordCount":7,"commentCount":2,"publisher":{"@id":"https:\/\/www.esri.com\/arcgis-blog\/#organization"},"keywords":["case management","case submission","Esri Support App","Esri Support Services","technical support"],"articleSection":["Administration"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management","url":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management","name":"Improved Esri Support Case Logging and Management","isPartOf":{"@id":"https:\/\/www.esri.com\/arcgis-blog\/#website"},"datePublished":"2024-02-14T16:13:17+00:00","dateModified":"2024-02-14T23:47:46+00:00","description":"The Esri Support app offers enhanced case submission and management tools so you can take charge of your technical support needs.","breadcrumb":{"@id":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/improved-esri-support-case-logging-and-management#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.esri.com\/arcgis-blog\/"},{"@type":"ListItem","position":2,"name":"Improved Esri Support Case Logging and Management"}]},{"@type":"WebSite","@id":"https:\/\/www.esri.com\/arcgis-blog\/#website","url":"https:\/\/www.esri.com\/arcgis-blog\/","name":"ArcGIS Blog","description":"Get insider info from Esri product teams","publisher":{"@id":"https:\/\/www.esri.com\/arcgis-blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.esri.com\/arcgis-blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.esri.com\/arcgis-blog\/#organization","name":"Esri","url":"https:\/\/www.esri.com\/arcgis-blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2018\/04\/Esri.png","contentUrl":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2018\/04\/Esri.png","width":400,"height":400,"caption":"Esri"},"image":{"@id":"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/esrigis\/","https:\/\/x.com\/ESRI","https:\/\/www.linkedin.com\/company\/5311\/"]},{"@type":"Person","@id":"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/person\/e5e3871f69632bb071e96a2ced9758e0","name":"Molly Green","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.esri.com\/arcgis-blog\/#\/schema\/person\/image\/","url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/11\/meicon2-213x200.png","contentUrl":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2023\/11\/meicon2-213x200.png","caption":"Molly Green"},"description":"Molly is a writer and editor for support.esri.com. She\u2019s been with Esri since 2020, building self-service resources for Esri\u2019s customers. Outside the office, she refurbishes discarded furniture, cooks from increasingly elaborate recipes, and reads everything she can get her hands on.","sameAs":["www.linkedin.com\/in\/molly-green-42151515a"],"jobTitle":"Senior Web Content Editor","worksFor":"Esri","url":"https:\/\/www.esri.com\/arcgis-blog\/author\/m-green"}]}},"text_date":"February 14, 2024","author_name":"Molly Green","author_page":"https:\/\/www.esri.com\/arcgis-blog\/author\/m-green","custom_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2024\/01\/submit-case-wide.png","primary_product":"ArcGIS","tag_data":[{"term_id":773532,"name":"case management","slug":"case-management","term_group":0,"term_taxonomy_id":773532,"taxonomy":"post_tag","description":"","parent":0,"count":1,"filter":"raw"},{"term_id":773542,"name":"case submission","slug":"case-submission","term_group":0,"term_taxonomy_id":773542,"taxonomy":"post_tag","description":"","parent":0,"count":1,"filter":"raw"},{"term_id":772722,"name":"Esri Support App","slug":"esri-support-app","term_group":0,"term_taxonomy_id":772722,"taxonomy":"post_tag","description":"","parent":0,"count":13,"filter":"raw"},{"term_id":772712,"name":"Esri Support Services","slug":"esri-support-services","term_group":0,"term_taxonomy_id":772712,"taxonomy":"post_tag","description":"","parent":0,"count":12,"filter":"raw"},{"term_id":769122,"name":"technical support","slug":"technical-support","term_group":0,"term_taxonomy_id":769122,"taxonomy":"post_tag","description":"","parent":0,"count":14,"filter":"raw"}],"category_data":[{"term_id":37501,"name":"Administration","slug":"administration","term_group":0,"term_taxonomy_id":37501,"taxonomy":"category","description":"","parent":0,"count":426,"filter":"raw"}],"product_data":[{"term_id":421922,"name":"ArcGIS","slug":"arcgis","term_group":0,"term_taxonomy_id":421922,"taxonomy":"product","description":"Reserved for articles that cover all of ArcGIS","parent":36981,"count":338,"filter":"raw"}],"primary_product_link":"https:\/\/www.esri.com\/arcgis-blog\/?s=#&products=arcgis","_links":{"self":[{"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/blog\/2232062","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/users\/348782"}],"replies":[{"embeddable":true,"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/comments?post=2232062"}],"version-history":[{"count":0,"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/blog\/2232062\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/media?parent=2232062"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/categories?post=2232062"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/tags?post=2232062"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/industry?post=2232062"},{"taxonomy":"product","embeddable":true,"href":"https:\/\/www.esri.com\/arcgis-blog\/wp-json\/wp\/v2\/product?post=2232062"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}