Design & Creation Suites Support

How to access Advanced and Enterprise Priority Phone Support [Applies to All Products]

Scenario

Subscription customers with Advanced Support or Enterprise Priority Support are entitled to receive Autodesk technical support by telephone. Enterprise Priority Customers can also contact their Designated Support Specialist or Support Account Manager for assistance.

To access phone support, follow the steps below:

Designate Phone Support Users

Contract Managers can designate a limited number of Named Callers (or phone support users), who can access technical support by phone.

To designate phone support users, Contract Managers should:

  1. Sign in to Subscription Center and click on Contract Administration.

 

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  1. Click Manage Phone Support Users from the main menu.
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  1. A list of available users will appear on the left. Select the users you would like to designate and click the “Add” button to add them to your list of phone support users on the right.


Obtain your support telephone number(s) and Express Service ID

If you are a designated phone support user, you will need your support telephone number, along with your Express Service ID, in order to contact Autodesk support by telephone. You can obtain this information by following the below steps:

  1. Sign in to Subscription Center and click on Technical Support.
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  1. Click Phone Support at the bottom of the main menu.
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  1. A popup window will appear, showing your:

    - Express Service ID
    - Your Phone Support Numbers
    - A list of products that are eligible to receive phone support.


Provide your Express Service ID

When calling Autodesk support, it is very important to have your Express Service ID when initiating a new support request. This identifies you as a phone support user and validates your Advanced Support or Enterprise Priority Support benefits.

Note: If you are calling about an existing case, your Case ID can also be used to validate your benefits.



Additional Phone Support Tips


Call from your Primary Phone Number

When calling from the Primary Phone Number, as listed in your Autodesk profile, we can often validate your support entitlements more quickly and route your call immediately—without asking for your Express Service ID.

Update your Primary Phone number from the My Profile link located in the top right corner of Subscription Center or by asking the Autodesk representative to update this for you the next time you call.

 

Set your Default Product

If you frequently contact Autodesk for help with the same product, select this product as your Default Product, which will help to route your support requests much faster. You can select your Default Product the next time you submit a web support request via Subscription Center, as described in this video.

For future support requests, you'lll always have the option to specify a different product if necessary.

 

Remote Desktop Assistance

While on the phone, your Autodesk support specialist may wish to use Remote Desktop Assistance to view your screen and resolve your issue more quickly, using Teamviewer.

Make sure to download and run the appropriate version of Teamviewer for your operating system by clicking the below link.

Get Teamviewer



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  • Document Information

    Published date: 2013-Mar-23
    ID: GS18146329

     

    Applies to:
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