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23-Emerald IV
TomU23-Emerald IV
23-Emerald IV
July 16, 2025
Solved

Unable to Open Support Case - Leverage PTC-Assisted Community Support

  • July 16, 2025
  • 1 reply
  • 904 views

A co-worker is unable to open a PTC support case related to Info*Engine.  They are being redirected to post publicly on the PTC Community instead with no option to continue with case creation.  Is there any way around this?  What are the options if the information being shared needs to remain confidential and only be visible to PTC vs. the entire community?  Is there a list somewhere of all the topics this redirect behavior is currently configured for?

 

Example:

TomU_0-1752681278698.png

 

Best answer by Jean-Christophe

Hi @TomU , thanks for reaching out!

 

What your co-worker is seeing is actually part of a pilot program we’ve been running for a little while now. For certain topics—like Info*Engine—we’ve found that the best answers often come from the broader community, where folks with real-world experience can chime in alongside PTC experts.

 

The idea is to connect customers with the most relevant knowledge, whether it comes from product specialists or peers who’ve tackled similar challenge, and so far, it’s been working well!

 

That said, these discussions are still monitored by PTC Support agents. If a question involves confidential info or needs to go deeper, the agent will step in and move the conversation to a private support case—so sensitive details stay protected.

 

We’d definitely recommend your colleague go ahead and post their question on the Community. If it turns out to need a private follow-up, we’ll make sure it gets routed appropriately.

 

Appreciate you raising this—and let us know if there’s anything else we can help with!

1 reply

J
Jean-Christophe14-AlexandriteAnswer
14-Alexandrite
July 17, 2025

Hi @TomU , thanks for reaching out!

 

What your co-worker is seeing is actually part of a pilot program we’ve been running for a little while now. For certain topics—like Info*Engine—we’ve found that the best answers often come from the broader community, where folks with real-world experience can chime in alongside PTC experts.

 

The idea is to connect customers with the most relevant knowledge, whether it comes from product specialists or peers who’ve tackled similar challenge, and so far, it’s been working well!

 

That said, these discussions are still monitored by PTC Support agents. If a question involves confidential info or needs to go deeper, the agent will step in and move the conversation to a private support case—so sensitive details stay protected.

 

We’d definitely recommend your colleague go ahead and post their question on the Community. If it turns out to need a private follow-up, we’ll make sure it gets routed appropriately.

 

Appreciate you raising this—and let us know if there’s anything else we can help with!

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