Several years ago a small group of Autodesk Expert Elites got together with Autodesk and Directly, a third party technical support management site, to help Autodesk resolve more of their open support cases. This program leveraged decades of product experience to provide relevant responses to most support question types. There are some limits – such as we can’t reach out to the client during the case and use tools like Zoom or Teams to remote into a system and get more detail. In these cases, we escalate the case to the Autodesk agents, that are allowed to provide this service at a higher level of support.
But it’s never easy – there’s always a better way to provide these solutions. It’s really dependent on the information provided by the user to make sure we understand what is exactly happening on someone’s system. Think of visiting your doctor – they’re going to ask you a ton of questions before they recommend or prescribe anything, so the more accurate and detailed the responses,…