{"id":2953505,"date":"2026-01-26T11:38:06","date_gmt":"2026-01-26T19:38:06","guid":{"rendered":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2953505"},"modified":"2026-03-27T14:48:17","modified_gmt":"2026-03-27T21:48:17","slug":"ai-enhanced-case-submissions","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/announcements\/ai-enhanced-case-submissions","title":{"rendered":"Coming Soon: AI-Enhanced Support Case Submissions"},"author":360112,"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":[758311,772712,769122],"industry":[],"product":[421922],"class_list":["post-2953505","blog","type-blog","status-publish","format-standard","hentry","category-announcements","tag-ai","tag-esri-support-services","tag-technical-support","product-arcgis"],"acf":{"authors":[{"ID":360112,"user_firstname":"Molly","user_lastname":"Green-Hogeweg","nickname":"Molly Green-Hogeweg","user_nicename":"m-green-hogeweg","display_name":"Molly Green-Hogeweg","user_email":"m.green-hogeweg@esri.com","user_url":"","user_registered":"2024-08-12 15:47:15","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 and reads everything she can get her hands on.","user_avatar":""}],"short_description":"Starting in April, the Esri Technical Support case submission form will feature optional AI-generated solutions.","flexible_content":[{"acf_fc_layout":"content","content":"

Starting in April, the Esri Technical Support case submission form<\/a> will feature optional AI-generated solutions. Using your issue description as a prompt, our in-house LLM will search our library of technical support resources and generate a custom answer. This means you could get an answer to your problem without having to submit a case, putting the power to find solutions in your hands.<\/p>\n

What to Expect<\/h2>\n

Though the process has been modernized slightly, the form will still collect the same information you\u2019re used to providing when you submit a case. Your issue description and product information then prompt the AI to explore potential solutions.<\/p>\n

If any of the troubleshooting steps the AI recommends seem useful, see if they solve your problem. If they do, you can close your case submission with the press of a button. If the answer isn\u2019t helpful, you have two options: you can revise your prompt or submit your case. As always, our expert technical support analysts are ready to help with complex cases or if you simply want a human touch.<\/p>\n

We will post another blog with details when the form is ready to use.<\/p>\n

FAQs<\/h2>\n

Can I bypass the AI suggestions?<\/h3>\n

Yes! It\u2019s not required that you use the Get AI recommendations<\/em> option. While we want to provide you the opportunity to get fast answers, we\u2019re standing by (5 a.m. to 5 p.m. PT Monday through Friday) to help you solve your problems via the case submission form, phone call, or live chat<\/a>.<\/p>\n

Who will have access to the form?<\/h3>\n

Authorized support callers can access the form. Don\u2019t worry, though; even if you\u2019re not an authorized caller, you can still access AI-generated support via the Esri Support AI Chatbot<\/a> on support.esri.com<\/a> or on the Esri Support app.<\/p>\n

Will I need to get approval to use the AI-generated suggestions?<\/h3>\n

No, anyone with access to the form will automatically have access to the AI-generated response if they choose to use it.<\/p>\n

How will the AI interact with personally identifiable information?<\/h3>\n

The AI only ingests the information you give in the Product details<\/em> and Issue details<\/em> fields. Personal information stored in your profile, such as your name and contact information, is not used to generate the AI recommendation.<\/p>\n

Will these answers be different from the Esri Support AI Chatbot?<\/h3>\n

AI recommendations are powered by the same LLM as the Esri Support AI Chatbot, so you should expect similar answers. If you\u2019ve already tried the Chatbot and weren\u2019t satisfied with the solution it suggested, feel free to create a case. If you can, include what the Chatbot suggested under What troubleshooting have you already performed?<\/em> The more information our analysts have at the beginning of a case, the better prepared they are to help.<\/p>\n

Will this replace the My Esri case form?<\/h3>\n

Yes, this enhanced form will replace the current My Esri form. You will be able to initiate the new form in My Esri and return to My Esri after completing the form.<\/p>\n

How will this affect me if I\u2019m an Esri customer outside the US?<\/h3>\n

The new form will replace My Esri case submissions for customers outside the US too. For more information about how to submit a case outside the US, work with your local Esri Distributor<\/a>.<\/p>\n"}],"related_articles":[{"ID":2942920,"post_author":"360112","post_date":"2025-10-13 15:54:01","post_date_gmt":"2025-10-13 22:54:01","post_content":"","post_title":"What\u2019s New in the Latest Update to the Esri Support AI Chatbot","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"updates-support-chatbot-oct-2025","to_ping":"","pinged":"","post_modified":"2025-10-13 15:54:01","post_modified_gmt":"2025-10-13 22:54:01","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2942920","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":2838542,"post_author":"360112","post_date":"2025-06-17 09:12:22","post_date_gmt":"2025-06-17 16:12:22","post_content":"","post_title":"The Esri Support AI Chatbot Has Answered 200,000 Questions","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"support-ai-chatbot-200000-answers","to_ping":"","pinged":"","post_modified":"2025-06-17 09:12:22","post_modified_gmt":"2025-06-17 16:12:22","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2838542","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":2370502,"post_author":"348782","post_date":"2024-06-21 10:58:03","post_date_gmt":"2024-06-21 17:58:03","post_content":"","post_title":"Live Chat with Analysts in the Esri Support App","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"live-chat-with-analysts-in-the-esri-support-app","to_ping":"","pinged":"","post_modified":"2024-06-21 10:58:03","post_modified_gmt":"2024-06-21 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