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Old 02-08-2023, 12:24 PM
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ChrisBové ChrisBové is offline
Join Date: Sep 2021
Location: Buffalo, New York, USA
Posts: 30
Default New update to Customer Portal (for creating support cases)

Hi everyone. Avid will be making some improvements to the process of creating a Support Case using our Customer Portal. Beginning February 11th, you will gain some new abilities, as well as a much easier interface to do so.

If you click on this article, it'll show the current process, followed by the new process coming on the 11th (scroll down to where it says Future State): https://avid.secure.force.com/pkb/ar...-Case-Creation

To create a support case currently, you would go to your MyAvid account and login. Then, on the main account page, you’ll see a link called “Access the Support Center (Portal)”. That process will remain the same. However, once you click on that, the experience will now be better...

You’ll now have:
- "Quick Cases" for simple issues.  This will deliver a more efficient way for you to engage Avid for less complicated needs.
- Better, more intuitive interface that will help you submit a case quicker and with less confusion.
- Clearer instructions for what descriptive information you can provide.

We have MANY different areas of Support ready to assist you. To get you connected to the proper support personnel as quickly as possible, our online portal does use specific language you’ll need to learn. This will help your case get seen by the correct people, and not passed around between departments while you’re waiting.

If you’d like to create a case for Pro Tools, please choose: Record type: Audio. Product Level 1: Artist Suite: DAW. Product Level 2: enter your specific tier of Pro Tools (like Artist or Studio or Ultimate).

However, if your tech issue is more related to billing or purchases, please choose: Record type: Webstore Support.

As we launch this new portal interface on Feb 11th, if you experience ANY issues in case creation, please email me directly at [email protected] and I’ll assist. Thank you!
Chris Bové
Avid Online Community Manager
Customer Advocate
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