Working with Bentley Support Emails

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


Bentley support teams often correspond with end-users via email from either for product support issues or 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:

  1. The To or CC field includes either or
  2. The subject includes a service request number in curly braces using the format below:

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

See Also

Service Request - ServiceNow Case

 Original Author:Jeremy Hoesly

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