Dear Valued BCDE Users: 

As you may recall, BCDE was acquired by Bentley Systems in 2020. Since then, many of you have continued to submit service requests through BC support Portal. However, to enhance your support experience with Bentley; and ensure you get more efficient, timely assistance with support requests, we are migrating you from your current help desk to ServiceNow effective May 4, 2023 at 12PM EST. The new Bentley support portal will allow users to self-serve support questions by providing quick access to Bentley Communities knowledge base articles and forums, notify you of software outages, and connect you directly to Bentley support teams via web forms.  

What’s Changing? 

• To access Bentley Support Portal, you will need to create a login, if you do not have one.  There are different ways to login:
   
• You can access the portal by selecting the Contact Bentley Support button on our Bentley.com Website Here
   
• You can access CONNECT Center to submit a Case for Support
• If your account doesn’t appear, you can register and create an account. (See second link below "Register User Individual-User-Process")
• Install the CONNECTION Client. Information about how to download and install CONNECTION Client can be found:Register User Admin Process
• Once done, ask users to install the CONNECTION Client, to login and create a password: Register User Individual-User-Process

 

What about your Tickets that are currently open in FreshDesk? 

All the active tickets still in Freshdesk by ServiceNow’s go live date will be migrated to ServiceNow, which will serve as the primary source of truth for all active Cases. Users will see those migrated tickets in the Case Portal upon logging into ServiceNow with a link in the new Case that references the previous ticket. 

You will also receive an email from ServiceNow upon creation of the new Case with the proper reference to the old Freshdesk ticket. 

What Do You Need to Do Next? 

• Bookmark the new URL so you can always come back to it as needed.   
• Please note: the URL will be available on May 4^th to access to the new portal
• View Your Profile in User Management to update your language preferences as needed to ensure you’re receiving communications from us in the language of your choice. 
• Save this message. Helpful support links are provided below:
  • Product Support 
  • Billing Order and Contract Support 
  • Login and Web Services  
• We appreciate your patience during this transition and hope the new ServiceNow portal will positively transform your user support experience. 

 
Respectfully, 

Bentley Systems