aurick

In our ongoing effort to improve the customer experience for ZBrush users, Pixologic is proud to present the New Support System. Read on to learn more about what this means for you!

The new support system benefits our customers in many ways. Most important, it provides as much information as possible to you by maintaining a permanent record of your support requests -- past and present. By logging into your support account you will be able to view every support ticket that you have submitted under this system. (Please keep in mind that tickets dating from before February 11, 2009 will not be available because they were created under the old system.) You may review your past tickets, reopen a ticket, and even update an existing ticket if you have more information to add. Even telephone calls to our support line will be logged under this system so that you can have a permanent record of all contacts that you've had with us.

Here's what the new support page looks like. You can access it either through the Support tab at the Pixologic web site or by typing http://support.pixologic.com.


Register
This is the first step for using the new system and submitting support requests. Registration is simple and straightforward. Simply choose a user name and password for yourself. It is strongly recommended that you also include your system information, as that will help us provide you with the most accurate information when we assist you.

You will also notice a section for license holders. If you have purchased a ZBrush license, please fill this section in with your cleverbridge reference number and ZBrush 3 serial number. Everyone with a copy of ZBrush 3 (including versions 3.0, 3.1 or 3.12) will have a reference number and serial number -- either from your ZBrush 3 purchase or from your upgrade to Z3. This information is required in order to receive technical support for ZBrush beyond the 30 day grace period that's allowed for trial users. Once you have registered your copy of ZBrush on the support system, that information will be a permanent part of your account. This means that you will always be able to log in to your support account and view your profile in order to get your ZBrush serial number.

Registering your copy of ZBrush with the support system has an added benefit: It automatically sets you up to receive the next free upgrade when we release it! There will be no need to fill out upgrade request forms or do anything else. When the next version is released, everyone who has registered their copy of ZBrush 3 on the new support system will receive it automatically.

If you have purchased a ZBrush license and do not have a record of your cleverbridge reference number and serial number, don't worry! After creating your support account, submit a ticket to let us know that you have lost that information. Include as much information as you can about your purchase/upgrade, including the name and email address that it would have been made under, company name (if applicable), phyical address, or anything else that you think will help us locate your account. After we have been able to locate your information, we will send you a copy of your cleverbridge page so that you can print it for your records. And we'll even update your support account with your license information!

Submit a Ticket
This is obviously how you will contact the support team with any questions or issues. You can even upload files such as screenshots if you feel that they will help us better understand your issue. All tickets will be tracked by the system, and can then be viewed by logging into your account. In fact, you can even reopen a closed ticket or add new information to an open one. This makes it easier than ever to get the support that you need!

If you contact us by phone, we will also create a ticket in the system so that you can follow up by web at any time.

Every time you create a ticket or we reply to it, a copy will also be sent to your email box.

Knowledgebase
Why wait for the support team to get back to you? The most common questions are answered in the searchable knowledgebase, which will continue to be expanded over the coming weeks and months. In fact, one of the benefits of the new system is that it proactively tries to assist you. When you are writing a ticket, the system will suggest knowledgebase articles that may answer your question -- even before you've submitted the ticket!

News
Never miss important ZBrush information again! Coming updates, user group meetings, contests and more will be announced in this section which will be updated the moment that new information becomes available. You can actually get your news in any or all of the following ways:

• On the Support Site. Simply click the News section. The most recent news items will also be displayed on the right, under the Login section.
• By Email. When news is released, a copy of the article will be sent to your email address. (You can of course turn this off in your "My Account" settings.)
• By RSS Feed. Click the RSS icon on the right side of the "Latest News" bar, and follow the instructions.

Downloads
We will periodically make new downloads available through the Support system. This may include patchers, documentation, or other items that will benefit the ZBrush community. Expect this section to get a lot of use in the future! Of course, any time something is added to it we will notify everyone via the News section.

(Note: Some download items may be needed to address a specific support issue, and will be password protected. If you are ever in a situation where you require such a file, the support team will provide you with the download password and specific instructions for how to use the file.)

Login
Once you have created your account you can log into it using the box on the right. Simply use your email address and password. The site can of course remember you for future visits. (Please don't enable this option if you're on a public computer!)

After you've logged in, this section changes with options to view and edit your account information or update your password. If your information changes after registering, please take a moment to update the support site. For example, if you upgrade to a new computer, want to change your email notification settings, etc. This is especially important if your email address changes! Remember: this system will be used to provide you with future upgrades. We won't be able to reach you if your email address goes out of date.



As you can see, this new system is extremely powerful. It will allow us to help you with greater efficiency than ever before. We value our customers, and it is important to us to ensure that you receive the highest possible level of support.

Once again, welcome to the new support system! It is our privilege and pleasure to be able to assist you.

Happy ZBrushing!

__________________

Questions about using ZBrush? Check out these valuable resources:

ZBrush Tutorial Movies: Link
Download Center: (3.12 PDF documentation, models, plugins): Link
Online Documentation: Link
ZBC FAQ: Link
ZBC Advanced Search: Link

SolidSnakexxx

Excellent....Although my ZBrush has been quite stable and very predictable. The new support and ticketing system's quite cool. Thank you so much...kudos to Pixologic team

__________________
Project Himmapan: http://www.tinyurl.com/himmapan
PictoVerse: http://www.pictoverse.com
SolidSnakeXXX: My Sketchbook Thread

bicc39

Can we ask about other matters?

( Dating, personal relationships, hygiene?)

Moni-Poroni

That´s soo cool.
Thank you Pixologic team.

andreseloy

Thanks Aurick ! Topsupport as always
Andreseloy

__________________
www.artmed3d.com

GregStrangis

Thanks so much! I already know what the first problem is that I will be shooting your way

__________________
..Currently looking for employment as a 3D Creature Modeler.

FOR PORTFOLIO CLICK HERE--http://www.gregstrangis.com/portfolio/

threetails

this is great news and somthing that i will be using alot.

__________________
Action Hero Witiko
NEW WEB PAGE june 24th www.theartofcjf.com
Contact:theartofcjf@telus.net
check out :www.fdscenechanges.com

wethand

damn guys....
oh man guys!!!!

your support is the BEST EVER!!!!
and this without a f****** subscription, maintanance or something like this....

if i think of autodesk... you pay only for 1 year support more, than for ZBrush AND the nice support...
damn guys. i can't thank you enough!!!!
you are the best!!!!!

and your software is the most powerful tool i've ever used...

__________________
Action Hero Entry: Mr. Fish

my 3D-sketchbook

www.jandaniel.net

Trurl

Great. Thanks Pixologic Team.

__________________
• My CG Portfolio
• My Online Portfolio

jonnyd'artiste

awesome!!!!!!!

invertedNormal

i'm so glad the Pixo team decided to take the upgrade process under their own wing.

great job guys, thank you =)

__________________

Drakelot

Fantastic, I just sign in !!!

brettSinclair

Hats off to the pixologic crew. This is brilliant.

__________________
My Cg Portfolio
My Blog
..Now available for freelance..

mxhaunted

Wonderful! Just what I've been waiting for.