January eSupport Updates: Better case management, document actions and error tracking
On Thursday Last week, we rolled out the first round of updates to your eSupport experience for 2017. Here are a few short synopses of the changes we made:
We'd heard of your disappointment that we offer a "remaining character" counter when opening a case, yet don't have the same when you later add case comments. This has now been added, and works for multi-byte too:
Also, some cases were inadvertently being reopened when either you, or Technical Support added administrative information such as a Tracking Number or Customer Environment Profile (CEP). Modifications to these fields now no longer affect the open/closed state of a case.
When we introduced the new Case Logger in November, we configured our machine-learning technology to run and maintain 5 models representing PTC's main product families.
For 2 product groups in particular (All Creo Elements/Direct and Mathcad products), the results coming back often contained articles from the Creo Parametric Products, imparing the experience for these customers.
New filters have now been added, so that only Creo Elements/Direct or Mathcad articles are suggested when either of these products is selected.
Some minor updates were also made to improve the experience of customers running legacy browsers.
New 404 Page
Ok, not the most awe-inspring of changes on first glance, but there's more to this one ...
If you're among the customers who have already seen the new page (think "roadtrip"), we recorded where you were, when, and where you were trying to get to. Importantly, we gather and review information each month on the most critical 404s so we can take the right actions to fix them.
Article "Document Actions" portlet
Thanks for your suggestions in this thread. We now no longer reload the article viewer when the Share by Email action is clicked, and we're happy to help you spread the word about any of our articles by using the new "Copy URL" function.
Other Changes this Release
For a full set of release notes for the January 26th ("17.1") web release, see here.
If you have any comments about these, or any other changes you've seen, please let us know below.