Problem:
I need Technical support for AutoPIPE, How do I log a Case and get an answer to my questions?
Solution:
All issues related to AutoPIPE should begin with creation of a new Case. Each Case is assigned a unique identifier, which helps with efficiently tracking reported problems. When communicating with Bentley, any TSG analyst can reference this number to access all relevant account information and communications.
Users are advised against directly contacting Bentley personnel for technical support, as these individuals may be unavailable and slow to respond. By submitting a Case, the assigned analyst will be notified of the new issue and will take the necessary steps to address it. Additional people can be CC'd as needed on the communications with the case portal.
Users are urged to provide a minimal amount of information (see KB here) to efficiently direct analyst to primary issues of concerns the user may have with using a Bentley Application. This process ensures that every issue is accurately documented, all parties remain informed, the current status can be quickly assessed, and all communications are properly recorded for future reference.
There are 4 different options to log a Bentley Case:
Option #1: AutoPIPE
Option #2: CONNECTION Center
Option #3: Using www.bentley.com
Option #4: Call Bentley by phone - click here
Contact Bentley Systems Inc by phone and request that a New Case be logged for you.
Notes,
1. All emails that are sent to support@bentely.com that are not formatted correctly maybe lost and never responded to.
If you see:
"Access Denied" message
2. Only people who have the correct User Entitlement can log a new case. If you were denied access, please contact your Bentley On-site Admin to ensure that you have the correct privileges enabled. If you continue to have troubles logging a new case call your local Bentley Office for support.
3. Channel Partners / Resellers - In the event of an issue (ex. Opportunity, problems with https://partners.bentley.com/English/ , etc...), kindly reach out via email to PartnerSupport@Bentley.com. In addition, a Partner Front Desk Ticketing System, utilizing ServiceNow, is scheduled to launch between Oct - Nov 2024. The inquiries submitted through these new ServiceNow cases will be addressed by the Partner Program Business Solutions and Support Group. Otherwise, please send emails as mentioned above.
See Also