When customers log a support case on eSupport, they may be presented with the option of posting their question on the PTC Community.
Please see the below FAQs about this option:
Who is this for?
The Community option only appears for customers with an active support contract when they are in the process of filing a support case on the eSupport portal.
What PTC product?
Currently, this option is available for specific technical areas and supported versions of Mathcad, Windchill PDM, and Creo Parametric.
What happens to the question?
The question is posted publicly on the respective Community forum. Once on the Community, we recommend users to further review the post and add details as well as any attachment or screenshot if needed. A well-documented question has better chances to get a solution quickly.
What is the benefit of posting on the PTC Community?
The PTC Community has hundreds of thousands of members with a wide variety of experiences with PTC technologies ready to share their knowledge and help each other to find ways around a tough spot. You may also have things to share with the rest of the Community to help others like you. Usually, other members respond quickly and can propose effective solutions to your technical problem.
What will be the role of PTC Technical Support on these questions?
A Technical Support Engineer remains available to guarantee a response from PTC in the scenario that you may not receive a solution from a community peer in a timely manner.
Olivier
