Help	PTC Technical Support

Welcome to PTC's Enhanced Tech Support System!

We have upgraded our entire tech support ticket system, which brings immediated advantages to you today, and additional useful tools in the near future.

Our new ticket handling system provides us with better tracking and prioritizting capabilities, improved Email communications, and the ability to open the system up to our customers.

The benefits you'll see right away are:

• Ability to mark tickets for urgent or emergency handling
  You can now specify Routine, Urgent, or Emergency priority for your ticket. Urgent and Emergency tickets get special handling in the system to ensure that your essential needs are fulfilled quickly.
  
  
• Emailed copy of original ticket
  So that you have a permanent copy of every ticket for your own logs, we now email you a copy of the original ticket to the email addresses you list on the ticket. You can just reply to this emailed copy to follow up on a ticket electronically.
  
  
• Constant report of ticket status
  Whenever the ticket status changes, we email you an update notice, which includes a clear indication of what is happening next with the ticket. For example, if we're waiting for information from you, you'll see that in the status message.
  
  
• Triggered events
  If a ticket must wait for some future event, such as a vendor to deliver a part, we can set a trigger on the ticket to email you and remind us that it's time for further action on the ticket.
  
  

Those benefits will improve your tech experience immediately. But there's more. Within a couple of months, once we have some experience with the new system, we're going to open it up to you, so that you can directly monitor ticket status. Here are some other advantages:

• Access to your complete history of tickets
  Our ticket database goes all the way back to 1996, containing every ticket ever entered. This lets you review past history for administrative and problem analysis purposes.
  
  
• Ability to escalate tickets independantly
  If a ticket isn't being handled quickly enough for you, you can escalate it to Urgent or Emergency status, which will immediately put it ahead of all Routine tickets. Of course, this privilege carries a responsibility with it -- if everyone escalates all their tickets, the feature won't work for anyone. So escalate wisely.
  
  
• Hot Call Button
  We reallize that it is sometimes frustrating trying to rendezvoux with tech support staffer for a phone consultation. Under the new system you'll be able to enter a phone number to request an immediate callback for any purpose. The same caveats apply here as with the ticket escalation privilege -- don't be a whiner!
  
  
• Access to PTC's Tech Support Knowledgebase
  Often we find ourselves solving the same problems over and over. When we encounter common problems, we'll log them into our Tech Support Knowledgebase, to which you'll have full searchable access. You'll be able to check for known solutions whenever you want, without waiting for a technician to respond.
  
  

Want to see how the new system works? Feel free to try it out with a test ticket or two. Just be sure to begin your ticket summary with the words "Test Ticket". You'll see the emailed copy of your ticket and get a technician's response.