Welcome to the new Support system, implemented May 23, 2020.
This new system is much faster than the old one, including quicker access to what you need. For example, if you are logged in and have recently opened a dialogue with our team you will immediately see that on the main support page. It is no longer necessary to dig through multiple menus to find your ticket and see if it has been updated.
A key change is that these contacts are no longer called "tickets." They are now called "conversations." Don't let the terminology change throw you -- it's still really the same thing.
The new system also puts an emphasis on self-help. This is not because we don't want to talk to you! It is simply because the majority of customer needs can be met via self-help solutions and that will get you the assistance you need in the shortest time. Why wait up to a full business day for someone to try and help you when you can find the solution yourself in minutes?
To accomplish that, the Search box is front and center when you come to the Support site. Just type a few words about what you need help with and the site will try to find Knowledgebase articles that answer that question. For example, if you want to move ZBrush between computers you can just type "Move" into the search box and you'll find the instructions that apply.
Note that some Knowledgebase topics are only available after you have logged in using your Pixologic ID.
Obviously, some things do require speaking with a real person. In that case, you will want to "start a conversation." At present, there are two ways to do this:
- At the top of the Support pages there is a link called "start a conversation." Click that to be taken to a simple form where you can tell us what you need help with. Our Support staff always replies to tickets within one business day.
- At the lower right corner of any Support page, click the orange button with three dots in it. This opens up our Chat box. Click the "Start a conversation" button at the bottom and from there it is just like an instant messenger system. Please bear in mind that chat is only available during normal business hours and that there may be a short delay while our agents connect to assist you.
In the future we may add more ways to start conversations but these two are an excellent start and already one more than what we offered before.
No matter how you start a conversation, it will always be available to you for later viewing through the Support system. You will of course need to be logged in to see them. While open conversations appear in the center of the Support page, past conversations are accessed by clicking your name at the upper right corner of the page, followed by "My conversations."
If you want enhanced account security you can also turn on two-factor authentication. This is done through the Edit Profile page, found by clicking your name at the upper right corner of the Support site.
We hope that you enjoy the new system. And we look forward to helping you!