Unable to see case history in Case Tracker in the support portal

[tbraxton]

I am unable to see any case previous to Nov 2021 in the case tracker tool. I called PTC tech support on the phone and was told to open a case, and someone will call back. I see no option to open a case for the esupport portal when opening a case and I need immediate attention to resolve this.

The level of support continues to decline, and I pay more for it each year. This is unacceptable. I should get a credit for support not being available when needed. Directing users to the PTC community to take up the slack for paid support is unethical.

I am hoping someone from PTC is monitoring this and gets back to me. I want to deliver a formal complaint regarding the lack of service and continued decline year over year of the level of support.

[Jean-Christophe]

Hi @tbraxton

I am sorry to hear about this problem with the new Case Tracker.

The support channel you used is intended for technical product-related support. For general issues (web site, orders, etc.), we advise our customer go through My PTC Assistant, which will direct your request to the right team.

I have raised a My PTC Assistant case on your behalf and reported the issue about the case tracker to the relevant team.

[TomU]

@Jean-Christophe,

I can never remember this location either.  Would it be possible to add something to the case logger to make this more visible?

[TomU]

Another idea.  Since opening a product-specific support case is a subset of My PTC Assistant, maybe these other links should be changed to lead to My PTC Assistant instead of the Case Logger.