This Client Server article is republished in its entirety from 2009 for reference purposes.

By Tamicca Sellars
15 January 2009 


For Bentley SELECT subscribers, there are four ways to contact Bentley’s Technical Support for technical assistance with Bentley software. They can also contact Bentley’s Technical Support for questions about their invoice or billing issues.

Telephone

When contacting Bentley’s Technical Support Group using the SELECT phone number, be sure to listen carefully to the options, as they sometimes change. Choose the number that corresponds to the product with which you are having a technical issue.

Here is a link to the phone menu flowchart that includes eight main product areas and sub-options for the phone system:

http://selectservices.bentley.com/en-US/SELECT+Support+Contacts.htm

Before you contact Bentley’s Technical Support Group, please be sure to have the following information available so that a support analyst can quickly start the service ticket process to expedite your technical issue:

  1. Your full name
  2. Company name
  3. Company address 
  4. Telephone number
  5. Email address

A benefit of calling Bentley Technical Support is that we offer phone support 24/7. Also, you’ll speak to a live analyst who will assist you right away or forward your issue to a specialist for a quick resolution.

E-mail

Another way to contact Bentley’s Technical Support Group is via email. You can email support@bentley.com with the information below in order to create a service ticket for your issue. Please note that if some of the information is missing, this might delay the service ticket creation process and a technical support analyst may follow up with you to acquire more information for your technical issue.

  1. Your full name
  2. Company account ID number
  3. Company address
  4. Telephone number
  5. Bentley application involved
  6. Eight-digit version of that product

A benefit of e-mailing your question or issue is that you can attach screen captures or files to the e-mail to be included with the service ticket. With this information already attached to the service ticket, the specialist can resolve the issue more quickly.

Web – Service Ticket Manager and Chat Application

Service Ticket Manager

The Service Ticket Manager allows you to automatically create a service ticket for your technical support issue directly from the web using the SELECTservices Online website. You log in to the SELECTservices Online website by going to http://selectservices.bentley.com.

Follow the steps below in creating a service ticket on the web:

  1. Under the Account Management heading, click Service Ticket Manager.
  2. Login using your SELECT login and password
    • If you do not have a username and password, contact your site administrator for assistance.
    • If you do not know who your site administrator is, you can contact Bentley Licensing to get that information.
  3. Enter all of the requested information and click Submit to Support.

A benefit of creating your own service ticket via the Service Ticket Manager is that you can enter all pertinent information into the Details area of the service ticket.

Be sure to keep a record of the service ticket number that is created once you submit your request. This number identifies the technical issue and can be used to locate the service ticket in case you need to contact Technical Support by phone or e-mail.

Chat With an Analyst

The Chat With an Analyst feature allows you to chat with a technical support analyst to discuss and troubleshoot your technical issue. This feature can also be accessed through the SELECTservices Online site under the Chat With Analyst section. As with the Service Ticket Manager, you will need to log in to the SELECTservices Online site. If you do not have a login or password, please contact your site administrator.

Be sure to correctly select the product that you are using and include a detailed description of the technical issue that you are having so that a technical product specialist can efficiently help troubleshoot your issue with you.

Hours for Live Chat are any time of day from Sundays at 6 p.m. through Fridays at 5 p.m. Eastern Time (EST/EDT).

A benefit of the chat system is that you can get support without having to pick up the telephone. If you initiate a chat during the hours given above, you receive the same type of assistance as you would on a telephone call.

Self-help documentation

In addition to our interactive services, there is a self-service area that includes Bentley’s knowledgebase, technotes, and FAQs that you can browse to find a solution to your issue. You can find the self-service area at http://selectservices.bentley.com.

Under the Support and Services pull-down menu, click Support. There you will find links to:

  1. Technotes and FAQs – documented solutions
  2. Knowledgebase – library of documented issues and solutions
  3. Several other support tools

See Also

Client Server Archive

Comments or Corrections?

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