This support solution explains how to ensure that email responses from service requests are routed properly to support teams.

Background

Bentley support teams often correspond with end-users via email from either support@bentley.com for product support issues or bac@bentley.com for licensing and contract issues. Emails to these addresses must include a service request number in the subject to be routed properly.

Steps to Ensure Proper Routing

If sending a new issue to Bentley support, please create a new service request using the Service Request Manager.

If sending an email response to an existing service request, ensure that your email includes the following to ensure proper routing:

The To or CC field includes either support@bentley.com or bac@bentley.com.
The subject includes a service request number in curly braces using the format below:
{SrvReqNo:[7000xxxxxx]}

Failure to meet these two conditions will result in a bounce-back email (pictured below), and the email will not be delivered.

Working with Bentley Support Emails

Background

Steps to Ensure Proper Routing

See Also