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Karen7894
1608 Vistas, 7 Respuestas

Autodesk Support response time

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!

Alfred.NESWADBA
en respuesta a: Karen7894

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)
Anonymous
en respuesta a: Karen7894

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

Alfred.NESWADBA
en respuesta a: Anonymous

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)
Karen7894
en respuesta a: Alfred.NESWADBA

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.  

pendean
en respuesta a: Karen7894

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
en respuesta a: pendean

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!

Karen7894
en respuesta a: Karen7894

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