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Autodesk Support response time

Karen7894
Participant

Autodesk Support response time

Karen7894
Participant
Participant

Does anyone know how long we should expect to wait for Autodesk Customer Support to respond to a ticket?  We submitted an issue about 48 hours ago and have not heard anything since the initial email that says it was received.

CaseNo:15898832

Thanks!

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7 Respuestas
Respuestas (7)

Alfred.NESWADBA
Consultant
Consultant

Hi,

 

it depends on the type of the question (installation, updates, activation, crashes, dependence on specific data) and so which team gets your ticket. That can be between a few minutes up to a few days.

 

You might ask here the question, could be you find your answer here too .... :cara_guiñando_un_ojo:

 

- alfred -

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Alfred NESWADBA
ISH-Solutions GmbH / Ingenieur Studio HOLLAUS
www.ish-solutions.at ... blog.ish-solutions.at ... LinkedIn ... CDay 2025
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(not an Autodesk consultant)
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Anonymous
No aplicable

I sent an e-mail one week ago and I'm waiting response yet...

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Alfred.NESWADBA
Consultant
Consultant

Hi,

 

>> I sent an e-mail one week ago and I'm waiting response yet...

Interesting thing ... which email did you use to reach which department at Autodesk? (because I would not know any email address to reach the support team).

 

- alfred-

------------------------------------------------------------------------------------
Alfred NESWADBA
ISH-Solutions GmbH / Ingenieur Studio HOLLAUS
www.ish-solutions.at ... blog.ish-solutions.at ... LinkedIn ... CDay 2025
------------------------------------------------------------------------------------

(not an Autodesk consultant)
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Karen7894
Participant
Participant

The email was sent to customersupport@autodesk.com.  That's the address it goes to when you select "contact customer support" .  We are getting a licensing error.  I found a solution on the forums but it didn't work.  We've got a user that hasn't been able to get into AutoCAD for 3 days now.  

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pendean
Community Legend
Community Legend
Solución aceptada
It is only Wednesday today, day 3 of this week (they don't work on weekends and they answer queries on a first come first served basis, they have limited staff).

Unless the problem requires Autodesk Licensing to interfere, most queries are resolved rather quickly by posting in the I&L with details of the issue https://forums.autodesk.com/t5/installation-licensing/bd-p/24

Or you can pay for immediate support at the Autodesk Marketplace if this is crippling your ability to use the software https://servicesmarketplace.autodesk.com/providers/product/autocad

Karen7894
Participant
Participant

We submitted the problem to customer support last Friday so that makes it 3 days not counting the weekend.  If we don't hear from Autodesk Support this morning I will try posting the problem to the I&L forum as you suggested.  Thanks!

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Karen7894
Participant
Participant

Finally got a response from Autodesk.  It took 5 working days.  Got the answer on the I&L forum one day earlier.

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