How to submit a support request via My Esri

My Esri is a self-service portal for managing your Esri customer account, specifically designed for administrative tasks and software management. It allows you to access licensing information, download software, and submit support requests, all in one centralized location. 

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 a creation workflow:

• Enter product details, fill in your environment information manually

• Use a saved system profile, select a profile you've already configured

Tip: Create a System Profile to store your environment details (products, versions, configuration) once and reuse them across all future requests. This saves time and ensures analysts receive complete, consistent information.

To set one up: Support tab → Cases → System Profiles

Fill in the following fields to provide as much context as possible:

• Describe your issue: explain the problem or error you are encountering

• Troubleshooting already performed: list any steps you have already taken to resolve the issue

• Additional context: indicate whether you are using any additional products, tools, or features, and if so, list them 

Get AI Recommendations before submitting :

• Before continuing, you can request AI-powered suggestions based on your issue description. The AI will analyze your input and propose solutions or answers to your question.

Please note: the information you provide may be recorded and shared with Esri's service provider, and used to improve this support feature.

• If the suggested solution resolves your issue : great, no need to go further!

• If not, you can still proceed by clicking "No, submit case" : one of our analysts will then take care of your request.

Complete the following fields before submitting your case:

• Case title: provide a clear, concise title that summarizes your issue

• Issue category and subcategory: select the options that best match your request

• Attachments: upload any relevant files (screenshots, logs, exports, etc.) that could help our support team better understand and diagnose your issue

Additional options:

• CC contacts: add any colleagues you would like to keep informed of the case progress

• Submit on behalf of: if needed, you can submit the case on behalf of another member of your organization

• Additional details: optionally provide further reference information, including:  

• Case number

• End customer organization name

• End customer number

Once everything is filled in, click Next to proceed. 

A summary page allows you to verify all the entered information.

If everything is correct, click “Submit” to send your ticket.

Your support request has been successfully submitted to the support 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.