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It seems the TAB to start a Support Request is no longer shown when you view Support Cases from the Account home screen. I don't see any way to start a new request.
This is the answer from the AI.
However I don't see anywhere to do that on that page.
My frustration comes from feeling like the people who do this stuff didn't think at all about the impact on us. We had direct access to our support cases. Now we have to play 20 questions and type them all...when it was only a couple of mouse clicks before. Something else that is lost to me is the history of my past cases. It just says that I have 0 open cases. There have been many times that a year has gone by and a problem came back but I couldn't remember the solution. Going back to my case history quickly solved it. Now I have to go and explain all this here in this forum and hope that someone feels like prioritizing it enough that we get it back! If only they would think before pulling the shotgun trigger!
Allow users who need to start a Support Request to choose a setting to bypass the AI Assistant. As a person who has use Autodesk software for nearly four decades. Wading through the inane answers of the bot id EXTREMELY Frustrating.
Example;
This an answer from the AI.
There is no option on that page to start a Support Requests.
Good old Autodesk - replacing one click with multiple interactions with a chatbot; what a time waster. Just because AI is available it isn't always the best option to use it..!!!
1. On the home page, the link to create a support ticket goes to a chat bot, not the actual support ticket creation. This should be two separate buttons.
2. On the support page, there is no link to CREATE a support ticket. You can only view them. Not very bright!
I had this issue a few months back where I thought I used to be able to create a support case directly within the Manage.Autodesk home page of my profile but after raising this with our Autodesk support team they came back with the following:
"Only users with what is known as an “Enterprise contract” or an “Enterprise Business Agreement” have flexibility to open tickets from any of the CSNs (subsidiaries)". We were told to "open up a ticket using the AI Chat / Online Help feature, but tell them you want to be contacted by one of the Senior Support Specialists (2nd level support)". So seems the chat bot is the only way to create a case now unless you have the Enterprise account.
Thats what I thought also as i'm pretty sure I used to be able to create a support case from my Autodesk manage profile page so the bot option must be a recent implementation. It's probably to prioritise enterprise account users in the I.T. helpdesk queue and 2nd level get pushed to the back.
I recently noticed that I can't open any support cases except by going through the AI chat window. This is extremely frustrating (and frankly offensive to us old-school Autodesk nerds) as the AI is really not good. It wastes our time with suggestions that aren't relevant, then only grudgingly opens a case when I ask it too. It is inefficient for me to have to waste 10-15 minutes arguing with an AI (and a really dumb one at that) before I can even request ca callback.
I want a button, like there used to be, on the support page of my portal that says "Create new case". I want to fill out a form, attach a couple screenshots and wait for a response.
Just following up, Autodesk did give this ability back to me. I don't know if everyone now has the ability, but I have the "Create a Support Case" buttons back on my portal. Thanks to Autodesk for quickly addressing the issue.
The bot won't even open cases anymore but still tells you it can. This is a response I just got:
I can’t open a case for you, but I can guide you step‑by‑step to create one. Sign in to your Autodesk Account, go to the Account Management site (manage.autodesk.com), open the Home or Support section, then click “Go to customer support portal” or visit manage.autodesk.com/support-cases and choose to create a new support case. If you’re on the Autodesk website, you can also click the Autodesk Assistant icon (bottom right) to start creating a case without speaking to an agent. Note: only contract managers, purchasers, or administrators can view and manage all company cases; other users can view only the cases they created.
