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New Support Portal here, and adapted for the needs of ThingWorx Platform users

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Aquamarine

New Support Portal here, and adapted for the needs of ThingWorx Platform users

Last summer we released a first version of the eSupport Portal, aimed at ThingWorx Customers and Partners.

The page was well received, had several thousands of visits, and is used by most users of ThingWorx Platforms as a first port of call for support.

We processed feedback from users around the globe and are now happy to announce a new version of the page.

Key motivations for the recent updates were:

  • Placing most relevant support tools and features at the fingertips of all users of all ThingWorx platforms
  • A more consistent user experience with other ThingWorx.com pages
  • Improved visibility and management of Community- and service interactions

This 2 minute video introduces key elements of the new portal:

Thank you to all who shared feedback in the past. The ongoing design of the page is based on the needs of those who use it, so please let us have your reactions and suggestions by responding below, or by using the feedback widget in the page itself.

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2 REPLIES 2

Re: New Support Portal here, and adapted for the needs of ThingWorx Platform users

Thanks Peter, that is an awesome page.

What is the difference between this page and the classic support page available in the support.ptc.com - https://support.ptc.com/appserver/cs/portal/index.jsp?tab_id=thingworx​ ?

Re: New Support Portal here, and adapted for the needs of ThingWorx Platform users

Hi Vladimir,

Delighted to hear your feedback about the page, and if you have suggestions about how we can keep on improving they're most welcome.

The "classic" support page you've mentioned above is geared to giving customers access to support services included in a maintenance agreement or subscription for "packaged" products. 

This new page encompasses these needs too, but is more optimised for support of "platforms" (i.e. getting connected, building, deploying).

You'll see a greater emphasis on the Community and the services we're offering there, on Onboarding Programs and the Online Success Guide, on other useful resources when working with ThingWorx Platforms, and upcoming events etc..

In addition, the page is aligned with the look and feel of the other pages under ThingWorx.com for a more consistent user experience.

There will be further updates as we evolve our online strategy to combine product-based support with a tailored user experience, based on individual needs and preferences. Watch this space!