How to submit a support request via My Esri

My Esri is the centralized platform that allows you to access all information related to your account: licenses, application downloads, support requests, as well as the status of your tickets, reported bugs, or enhancement requests.

Using My Esri enables you to create a profile that already includes all the data associated with your products. It also simplifies the submission of a support request through a structured form, which the support team will receive automatically along with the necessary information.

The goal is to better communicate the technical details of your environment and thus handle your requests more efficiently.

Go to My Esri and log in to your account.

Important: make sure you are registered as an authorized caller within your organization. Without this status, you will not be able to submit a support request.

Click here to check this.

From the My Esri homepage:

• Click on the Support tab

• Then select Request a Case

You will be prompted to:

• choose the product related to your request

• provide technical details about your issue

Tip: You can create a system profile to save your environment information (products, versions, configuration) once and for all. This saves you from re-entering it with each new request.

Then click Next.

Clearly describe the nature of your request. You can also attach documents, screenshots, or any other file that helps explain the issue.

Click Next to continue.

Add:

• information about the affected organization

• any additional contacts you want to CC on the request

Click Next.

A summary page allows you to verify all entered information.

If everything is correct, click Send Request to submit your ticket.

Your support request has been successfully submitted to the Esri team. You will receive a confirmation email with a tracking number.

To learn more about My Esri administration, you can follow this link to a free public course available in the Esri Academy catalog. This course covers the responsibilities of a My Esri administrator, including how to invite members and manage their permissions and privileges within your organization.