Updated Graphisoft Support site

[JozsefVigh]

You may notice that the Graphisoft Support site looks a little different. We have refreshed its design and layout to make it easier to use across desktop and mobile devices.

The main things you use the site for have not changed: you can still search for articles, submit support requests, check your existing tickets, and sign in with your Graphisoft ID as usual.

What changed

• A refreshed look — We updated the colors, typography, buttons, and page layouts to better match Graphisoft’s current visual identity.
• A smoother mobile experience — The site now adapts more consistently to different screen sizes.
• Clearer way to find the right form — You can now choose from request cards with short descriptions, helping you find the right form before submitting a request.

What stayed the same

• Your Graphisoft ID login
• Access to Knowledge Base articles
• Submitting and tracking support requests
• Your existing request history

Visit the updated Graphisoft Support site 

Let us know what you think

If you notice anything that does not work as expected, or if you have an idea for improving the site, please leave a comment below. Screenshots or short screen recordings are especially helpful, along with your browser and device details.

We will be keeping a close eye on feedback over the next two weeks.

Thanks for helping us make the Support site better!

Kind regards,
József

[Barry Kelly]

@JozsefVigh 

Can you please clarify what is the self-service support site?

Is it the technical support chat bot, or do you meant the product help in the community forum?

Or is it something else entirely?

Also please confirm that this is for subscription purchase, educational licensing and learn portal support only.

For Archicad product support, we are to go through our local partner?

What happens for those that don't have a local partner?

It seem many here have trouble contacting them.

There was a time before where some people could submit general technical support tickets through this support site.

Although I personally have never been able to see the link for it.

Maybe that is because I do have a local partner?

Barry.

[Barry Kelly]

I just found this article that shows that before we had more choices.

https://support.graphisoft.com/hc/en-us/articles/28936087079057-How-to-create-a-ticket-on-the-suppor...

Although personally I have never been able to see a product support link.

I was only ever able to see this ...

Which is why I am asking if there should be more than just subscription purchase, educational licensing and learn portal support.

Barry.

[Lingwisyer]

The email to me regarding this update was signed by "customer.anz" rather than a global department... which makes this more confusing...

[Brieuc Tassel]

Hi Barry,

Thanks for raising these questions. Let me try to answer them here.

• "Self-service Support Site" refers to the Graphisoft Support Site itself (support.graphisoft.com).
• "Archicad Product Support" is provided through your Partner, if you have one. In some markets, Product Support is provided directly by Graphisoft. That is why some customers see the "Product Support" option on the Support Site, while it is not available to you.
  • The article you attached in your other response uses "Product Support" as an example in the drop-down menu, but as mentioned, that option is not available in every market. If you are supported by a Partner, your Product Support inquiries should be directed to them.

Brieuc.

[scottjm]

I’m still very confused.

So as an Australian user we should still be lodging support tickets with Graphisoft Australia (formerly Central Innovation) and I can just ignore this self service support site?

The email I and all the staff in my office received requested we all fill in a form to provide our details to allow tickets lodged to be suitably prioritised. 

[Matthew Johnson]

Scott, I too was confused.

A direct email to me as the contact for support, asking me to provide my direct email contact details, which had already been used, otherwise I wouldn't have recieved the direct email... 

[Brieuc Tassel]

@scottjm , @Barry Kelly , @Lingwisyer & @Matthew Johnson 

My answer was meant to explain the general difference in access to the Support Site between customers who have a Partner and those in Graphisoft-supported markets.

Your situation is very specific, users from Australia and New Zealand are indeed going to get access to submit "Product" tickets on the Graphisoft Support site (support.graphisoft.com) following the acquisition, and the local communication you have received from our AUS and NZ colleagues is to prepare you for this change. Happy to discuss it privately if you require more information.

Brieuc.

[Barry Kelly]

---

@Brieuc Tassel wrote:

Your situation is very specific, users from Australia and New Zealand are indeed going to get access to submit "Product" tickets on the Graphisoft Support site (support.graphisoft.com) following the acquisition, and the local communication you have received from our AUS and NZ colleagues is to prepare you for this change.

---

That is what we are questioning.

So, if I am correct, we too will be accessing support through this new Graphisoft Support site as well.

I do hope the tech guys give us the correct access links as well.

Because we currently do not have them.

Even your previous reply intimated to me that we would still access support through the partner and not this site.

Or maybe you were just explaining the situation as it currently is.

Maybe the initial post here should have said all users who access support through there partners will now access it through this support site.

Barry.

[Lingwisyer]

@Barry, I am guessing that the GS takeover of CIs Archicad business is not finalised and that until that point we would still be going through CI before being switched over?

It would also be clearer if there was just a redirect, or a link provided, on that page for people who have local support team.

Ling.

[Barry Kelly]

I'll keep using MyCI support until we are informed otherwise of course.

I assume even if/when we have access to the Graphisoft Support site it will still be flagged to the guys in CI (now Graphisoft).

It is just it will all be in one master Graphisoft support system, rather than individual systems for each partner.

We'll just see what happens.

Barry.

[Barry Kelly]

Yes it is a little confusing.

The e-mail all of the AUS and NZ users got, intimated that we need to update our details so we can use the 'new' support system.

I quote from the e-mail...

Our new approach to delivering Support will enable

• An easier and faster way to create, manage and track support tickets for you and your organisation.
• Direct contact with subject matter experts, without intermediate steps.
• Improved response times as tickets are can be easily prioritised.
• Access to an ever-growing database of troubleshooting and knowledge articles.
• Tickets can be created without having to wait in the hotline queue.

But @Brieuc Tassel , you are saying this is not the case?

We still need to contact our local partner (Central Innovation), create a support account with them and carry on as we did before.

Because we can not access product support through the updated Graphisoft support site.

Even though Graphisoft have now taken over Central Innovation.

I don't mind how support works, so long as we know we have direct contact and where it is.

Barry.

[Lingwisyer]

• Direct contact with subject matter experts, without intermediate steps.
• Improved response times as tickets are can be easily prioritised.

Because often when we submit tickets, there is a whole lot of back and forth, then we get informed that it has been forwarded to GS... So these lines are interpreted by all of us as meaning that we can skip all of this faff...

Ling.