Usually, as an Autodesk partner, we are the first point of contact for our clients when they need assistance with their software. In the case that we are unable to solve the problem, or if the issue is on the Autodesk side, we help clients to create support cases. There are two places in the AEC space where you might create Autodesk support cases. The first is when you are using your software. The second when you need help with your Autodesk Construction Cloud projects.
In the case where you need help with your authoring software, you can Contact Autodesk Customer Support. You will need to sign into your Autodesk account to access this service.
Once you get to the stage where you have the option to Schedule a call or to Create a case, or, if you have enterprise support, to place an immediate call to an agent, our recommendation is to take the fastest route and to place a call. The email rout might take a bit longer to complete than the call, and you can always reference the case number you received with the call if you need us to escalate the support request.
If the support is in connection with ACC, then you will need to create the case from within your hub/project, since this will send Autodesk the GUID of the hub you are operating in.
This is important if they need to investigate the database tables on the servers. I usually try to bypass the AI by asking a question it might not know, like “What is the color of the sky?”. That will give me the option to ask for assistance immediately. Otherwise, you can allow the AI to guide you if it is a regular situation, you need assistance with.
If you need help adopting the AEC Collection in your practice or if you are looking to invest in hardware, please contact Micrographics so that we may be of assistance.
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