Most of the time that I have tried to call and get help from Bentley they always want to create a ticket for my issue. my problem is that every time they do that it never gets resolved I feel like the ticket system is just a black hole where all my issues go to die. is there a better way to get my issues resolved?
Hi Isaac
Please note that you can always ask to include in the ticket the information about your preference to be called back or have a remote session with you, if you feel this would speed things up. Also, after a service request is created, you'll receive a confirmation email with the SR number, so that if you're not getting updated as fast as you'd like, you can call back and inquire about the state of progress of the SR.
There's also the possibility that the ticket emails are going into your spam folder, so you might want to log into the Service Request Manager to check the ticket's progress directly.
Grzegorz is right - you can always reply to the ticket emails or call support back as often as you need.The answer isn't what you want, or sometimes they don't have an answer at all, but you can keep on them if you need some sort of resolution.
MaryB
Power GeoPak 08.11.09.918Power InRoads 08.11.09.918OpenRoads Designer 2021 R2
Definitely follow up with the ticket system. Many times issues will work themselves out but when that doesn't happen you have to dig in be part of the solution. I also contact support early on to get the ball roiling earlier in the time line rather than pick at it and use up any buffer you may have had to start with. Personally I have found Bentley support to be very accessible and responsive.
I have had support emails end up in spam or junk folders. It can be humbling to find emails from support in the junk folder after struggling with an issue for a couple of days.
Take care,
Cliff