PTC eSupport Help Discussions

Good news everyone !   Many of you (~1,700 every month) take the time to leave valuable feedback on articles, which helps us to continually improve the quality of our Knowledge. Often, you help us see things we don't, and everyone benefits as a result. We saw from your comments that you weren't happy when our previous feedback widget covered the text in our articles. Although it only affected a small proportion of the articles in the knowledge base, we weren't comfortable with that either, and so we've made some changes.   We hope you'll like the new look, and that the simplified design will encourage you to share even more your thoughts with us when you are working with our Knowledge. Here's how the new widget will appear:     For those accessing articles from a tablet or low resolution screen (browser width below 1440 px), the widget will appear inline at the end of the document.   As we continue to ramp up our Knowledge infrastructure, more improvements are

Do you ever see the dreaded "Nothing here matches your search" error? Or do your searches return 1000s of hits when you are expecting just a handful?   If so, you're not alone. While Search was found internally to be 84% effective at resolving issues reported to Technical Support, only 50% of customers report the same success. Surprised by this gap, we had a look at the keywords entered on the portal to better understand why some searches worked, and others didn't. It didn't take long for some patterns to emerge.The good news is, by having a better awareness of how search works, and making just a few small adjustments, it's possible to significantly increase your search success.   Based on what we saw, here are the top 5 pitfalls, and how to avoid them:   Pitfall 1: "Prolific Pasting" Everyone likes to copy and paste. It saves effort, avoids typos, and can lead to more accurate search results. BUT pasting a lot of text can harm the relevancy of your results. Let's take a

The PTC Technical Support knowledge base contains a wide variety of articles written by our team of technical support engineers, with new articles being published every day. Did you know that you can have all this rich content delivered to your inbox daily or weekly? The PTC eNews & Alerts email subscription allows you to stay on top of the latest developments at a time that suits you.   With a single click you can subscribe to the articles you use the most:     You can also sign up for updates based on the Product, Release and Technical Area that you are interested in:     Based on those selections you can select to be notified just about articles related to SPRs and/or all types of articles. You can also opt to be notified when new articles become available and/or when existing articles are updated.   Last of all, the Preferences tab enables you to customize when the email hits your inbox.     So why wait, be the first to know when PTC T

Yes we love surveys. Until we had this space this was our main way to hear what you were thinking about the eSupport Portal. That's how we realized that our previous search engine was not meeting your expectations : we rolled the new one just a year ago and since then,the number of feedback related to the quality of the search results dropped significantly. That's also how we realized that our new License Management tools or our article feedback widget needed a refresh (both are currently in progress and we will share more about this in the near future...)   So, is the survey going away now that we have this community space ? Not really : the survey still allows us to evaluate in a factual way how you perceive the eSupport portal and how successful you are when you visit us. So let me tell us a bit more about how things work Whenever you visit the eSupport Portal, you might be sent a survey by email the next day, but not everytime : 1 survey per month per user max. For those of y

Every month, about 30,000 of you connect to the eSupport Portal to download the latest version of a PTC software, search our knowledge base, manage your licenses, browse the product documentation or do one of the many things the portal offers.   As the eSupport portal audience is growing and as the pace of changes to the eSupport Portal is accelerating, we thought it would make sense to find a better way for PTC to communicate and collaborate with customers. Having a dedicated space in the PTC Community seemed to be the best option as it will allow you to share enhancement ideas, read about the latest news and upcoming changes in our blog and get answers to your portal-related questions from portal power users and PTC employees in our discussion forum.   So let me introduce you to the core eSupport Portal team   Jenny Tian, based in our Shanghai (CN) office is in charge of our Globalization strategy and user education. She’d like people across the globe to have a great

I'm new to eSupport Portal. Where do I start ? Check our eSupport Portal FAQ Article. Account, Cases, Licenses, Knowledge Base it's covering it all! I'd like to suggest an enhancement to the eSupport Portal or one of the tools. Who should I talk to? Product ideas are the right channel to propose a change to the eSupport team. Check if your idea ha snot already been submitted. If not, create a new idea and other customers will comment on your proposal.The eSupport Portal team will review and comment on the most popular ones. I can't find anything in the Knowledge Base. What's wrong? We're sorry to hear this. Let's see how we can  help you out If our search engine is returning too much content, try to use one of our advanced search techniques to narrow down the number of results returned If  our search engine is returning too few results, we don't have content for this specific topic and you should start a discussion to talk about I have a problem with one of the eSup

Getting started with the Knowledge Base Federated Search on the eSupport Portal. This video will teach you how to use the core features of the KB search engine as well as some of the advanced tips and tricks. Additional advanced search techniques are available here.

To attach a file to your Reply, you have to click Use advanced editor link located in the top right corner of Reply window. Then click Attach link located in the bottom right corner of Reply window.Important note: Add Reply button is located at the bottom of HTML page. You have to scroll down to see it.

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