To enhance your experience with PTC Technical Support, we are introducing three new features in January: Inline Images, Watchlists, and Case Tracking Labels. These enhancements are directly based on feedback from our customers and are designed to improve case information flow, tagging, findability, and collaboration.
Inline Images
During Case Creation: You can now insert multiple images along with text in the "Additional Details" section when creating a case. This helps provide clearer context for technical issues. Images can be copied and pasted or dragged and dropped.
In Case Comments: Images can also be added to case comments for better clarity. Note that inline images are not supported in ITAR, CUI, or NDA cases.
Access Model: Case creators and watchers can see images in case comments. Others will see only the image name and upload details.
Watchlists for Cases
Manage Watchers: Other users in your company can add themselves to a watchlist to stay updated on case updates. Use the "Manage Watchers" option to add or remove watchers. The case contact is added as a watcher by default.
Notifications: Watchers receive notifications for case closure, severity changes, and escalations.
Access Model: Users within the same customer number can manage watchlists. Case creators are default watchers.
Case Tracking Labels
In the Case Viewer: The "Customer Tracking Number" label is now "Case Tracking Labels" and supports multiple labels. Users can create new labels or select from existing ones.
In the Case Tracker: Users can filter and group cases using tracking labels. All labels for cases from the same customer number are cached and displayed.
Access Model: All users with case access can add or edit Case Tracking Labels and use them for searching in Case Tracker.
Phased Rollout
The new Case Viewer will be rolled out in 3 waves, starting this Thursday, Jan 23, 2025, for a select group of customers for phase 1. First rollout will be available in English, with additional language handling in subsequent rollouts.
We’re excited to bring you these improvements and are confident they will help streamline your workflow and enhance case resolution efficiency. You can learn more about the New Case Viewer features by visiting our User Guide. Stay tuned for more updates!
