{"id":2962586,"date":"2026-04-30T19:10:37","date_gmt":"2026-05-01T02:10:37","guid":{"rendered":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2962586"},"modified":"2026-04-30T19:11:48","modified_gmt":"2026-05-01T02:11:48","slug":"ai-enhanced-support-form-live","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/ai-enhanced-support-form-live","title":{"rendered":"Now Live: AI-Enhanced Support Case Form"},"author":360112,"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":[],"industry":[],"product":[421922],"class_list":["post-2962586","blog","type-blog","status-publish","format-standard","hentry","category-administration","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":"The AI-enhanced Support Case Submission Form features optional AI-generated solutions to help you get answers to technical questions.","flexible_content":[{"acf_fc_layout":"content","content":"

Esri Support is pleased to announce that the AI-enhanced Support Case Submission Form is ready for authorized callers to use. The case submission form<\/a> features optional AI-generated solutions to help you get answers to technical questions nearly instantly. Using your issue description as a prompt, our in-house LLM searches our library of technical support resources and generates a custom answer.<\/p>\n"},{"acf_fc_layout":"content","content":"

What’s new?<\/h2>\n

We\u2019ve redesigned the form slightly. The Product details<\/em> and Issue details<\/em> fields will share a single, simple page. Fields which provided minimal value, like Operating system<\/em>, are merged with detail fields.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2963677,"id":2963677,"title":"Web form comparison 1","filename":"blogimage1.jpg","filesize":417136,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage1.jpg","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/ai-enhanced-support-form-live\/blogimage1-2","alt":"A comparison between the previous form and the new, AI-enhanced form.","author":"360112","description":"","caption":"","name":"blogimage1-2","status":"inherit","uploaded_to":2962586,"date":"2026-04-22 22:57:02","modified":"2026-04-22 22:57:52","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":1760,"height":1050,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage1-213x200.jpg","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage1.jpg","medium-width":437,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage1.jpg","medium_large-width":768,"medium_large-height":458,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage1.jpg","large-width":1760,"large-height":1050,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage1-1536x916.jpg","1536x1536-width":1536,"1536x1536-height":916,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage1.jpg","2048x2048-width":1760,"2048x2048-height":1050,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage1-779x465.jpg","card_image-width":779,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage1.jpg","wide_image-width":1760,"wide_image-height":1050}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

Conversely, Issue details<\/em> is expanded into three fields to encourage more detailed case submissions.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2963679,"id":2963679,"title":"Web form comparison 2","filename":"blogimage2.jpg","filesize":244712,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage2.jpg","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/ai-enhanced-support-form-live\/blogimage2-2","alt":"A comparison between the previous form and the new, AI-enhanced form","author":"360112","description":"","caption":"","name":"blogimage2-2","status":"inherit","uploaded_to":2962586,"date":"2026-04-22 22:58:21","modified":"2026-04-22 22:58:58","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":1760,"height":1050,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage2-213x200.jpg","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage2.jpg","medium-width":437,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage2.jpg","medium_large-width":768,"medium_large-height":458,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage2.jpg","large-width":1760,"large-height":1050,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage2-1536x916.jpg","1536x1536-width":1536,"1536x1536-height":916,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage2.jpg","2048x2048-width":1760,"2048x2048-height":1050,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage2-779x465.jpg","card_image-width":779,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage2.jpg","wide_image-width":1760,"wide_image-height":1050}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

The most notable change comes after you fill out your case information. At the bottom of the form, you\u2019ll choose how you\u2019d like to proceed: Get AI recommendations<\/em> or continue to create a case<\/em>.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2963682,"id":2963682,"title":"AI recommendations button","filename":"blogimage3.jpg","filesize":90580,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage3.jpg","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/ai-enhanced-support-form-live\/blogimage3-3","alt":"The AI recommendations button in the new form.","author":"360112","description":"","caption":"","name":"blogimage3-3","status":"inherit","uploaded_to":2962586,"date":"2026-04-22 23:00:34","modified":"2026-04-22 23:00:59","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":1400,"height":560,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage3-213x200.jpg","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage3.jpg","medium-width":464,"medium-height":186,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage3.jpg","medium_large-width":768,"medium_large-height":307,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage3.jpg","large-width":1400,"large-height":560,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage3.jpg","1536x1536-width":1400,"1536x1536-height":560,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage3.jpg","2048x2048-width":1400,"2048x2048-height":560,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage3-826x330.jpg","card_image-width":826,"card_image-height":330,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage3.jpg","wide_image-width":1400,"wide_image-height":560}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

How does AI enhance the case submission process?<\/h2>\n

When you choose Get AI recommendations<\/em>, the same LLM that powers the Esri Support AI Chatbot the will search our extensive library of technical information. It will locate information that could solve your problem and synthesize an answer.<\/p>\n

 <\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2963685,"id":2963685,"title":"AI recommendations","filename":"blogimage4.jpg","filesize":519690,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage4.jpg","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/ai-enhanced-support-form-live\/blogimage4","alt":"AI recommendations provided by the webform","author":"360112","description":"","caption":"","name":"blogimage4","status":"inherit","uploaded_to":2962586,"date":"2026-04-22 23:04:51","modified":"2026-04-22 23:06:29","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":1760,"height":1050,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage4-213x200.jpg","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage4.jpg","medium-width":437,"medium-height":261,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage4.jpg","medium_large-width":768,"medium_large-height":458,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage4.jpg","large-width":1760,"large-height":1050,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage4-1536x916.jpg","1536x1536-width":1536,"1536x1536-height":916,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage4.jpg","2048x2048-width":1760,"2048x2048-height":1050,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage4-779x465.jpg","card_image-width":779,"card_image-height":465,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage4.jpg","wide_image-width":1760,"wide_image-height":1050}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

With this information, you could have a solution to your problem nearly instantly, without having to wait to correspond with an analyst. If you\u2019re able to use the suggested solution, you can close the case easily from the same screen.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2963689,"id":2963689,"title":"Close or submit case","filename":"blogimage5.png","filesize":11930,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage5.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis\/administration\/ai-enhanced-support-form-live\/blogimage5","alt":"The option to close the case after receiving AI recommendations or to continue and submit a case.","author":"360112","description":"","caption":"","name":"blogimage5","status":"inherit","uploaded_to":2962586,"date":"2026-04-22 23:06:55","modified":"2026-04-22 23:07:33","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":589,"height":129,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage5-213x129.png","thumbnail-width":213,"thumbnail-height":129,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage5.png","medium-width":464,"medium-height":102,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage5.png","medium_large-width":589,"medium_large-height":129,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage5.png","large-width":589,"large-height":129,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage5.png","1536x1536-width":589,"1536x1536-height":129,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage5.png","2048x2048-width":589,"2048x2048-height":129,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage5.png","card_image-width":589,"card_image-height":129,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/04\/blogimage5.png","wide_image-width":589,"wide_image-height":129}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

If AI-generated answer isn\u2019t what you need, you can return to the previous page by clicking the Edit case details<\/em> link. Once there, you can try to modify or supplement your input to see if that changes the suggested solution.<\/p>\n

Alternatively, you can submit a case to our expert technical support analysts by clicking No, submit case<\/em>. As ever, we\u2019re passionate about helping you do incredible things with GIS.<\/p>\n

FAQs<\/h2>\n

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

Yes! It\u2019s not required that you use the\u00a0Get AI recommendations<\/em>\u00a0option. 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\u00a0via the case submission form, phone call, or live chat<\/a>.<\/p>\n

Who can access 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\u00a0Esri Support AI Chatbot<\/a>\u00a0on\u00a0support.esri.com<\/a>\u00a0or on the Esri Support app.<\/p>\n

Do 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 does the AI interact with personally identifiable information?<\/h3>\n

The AI only ingests the information you give in the\u00a0Product details<\/em>\u00a0and\u00a0Issue details<\/em>\u00a0fields. 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\u00a0What troubleshooting have you already performed?<\/em>\u00a0The more information our analysts have at the beginning of a case, the better prepared they are to help.<\/p>\n

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

Yes, this enhanced form replaces the My Esri form. You can 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 replaces 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":2953505,"post_author":"360112","post_date":"2026-01-26 11:38:06","post_date_gmt":"2026-01-26 19:38:06","post_content":"","post_title":"Coming Soon: AI-Enhanced Support Case Submissions","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"ai-enhanced-case-submissions","to_ping":"","pinged":"","post_modified":"2026-03-27 14:48:17","post_modified_gmt":"2026-03-27 21:48:17","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2953505","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":2960491,"post_author":"360112","post_date":"2026-03-16 09:48:18","post_date_gmt":"2026-03-16 16:48:18","post_content":"","post_title":"Troubleshooting with the Esri Support AI Chatbot","post_excerpt":"","post_status":"publish","comment_status":"open","ping_status":"closed","post_password":"","post_name":"troubleshooting-with-ai","to_ping":"","pinged":"","post_modified":"2026-03-16 09:48:18","post_modified_gmt":"2026-03-16 16:48:18","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2960491","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 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