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Support experiment
I was creating a model last weekend and I bumped into a situation which I first considered as a bug (was actually a feature when I figured it out).. but I did share the model with support and sent feedback with screenshot.
After 1 min or so I saw red 'S' in my feature tree and *puff* my model was fixed. Considering I was modeling at 02:20 AM that was pretty awesome support!!
This is something I hadn't give that much thought, OnS support is very different from traditional desktop cads. If you mark problem in feature tree (rename) and share model with support - you can have instant help.
Compared to traditional way where you first create a ticket, next day they ask you to send in the files (this is usually the point where I just give up), you create some sendable package when you get yourself together, next day they might reply you with the directions or even fixed file. Or creating a package might fix the problem itself and you just get reply that nothings wrong. I have frustrated many times with sending files because usually problems are very difficult to explain without pointing out in the model.
OnS support can see things exactly the same as you since there is no packing or sending files what so ever. I think this is major improvement to support (in both ends).
Request:
In future I would like to see a chat screen where I could interact with support while they are looking at my model. It would be handy if problem is related to multiple tabs or links between part-assembly-drawing or similar.
After 1 min or so I saw red 'S' in my feature tree and *puff* my model was fixed. Considering I was modeling at 02:20 AM that was pretty awesome support!!
This is something I hadn't give that much thought, OnS support is very different from traditional desktop cads. If you mark problem in feature tree (rename) and share model with support - you can have instant help.
Compared to traditional way where you first create a ticket, next day they ask you to send in the files (this is usually the point where I just give up), you create some sendable package when you get yourself together, next day they might reply you with the directions or even fixed file. Or creating a package might fix the problem itself and you just get reply that nothings wrong. I have frustrated many times with sending files because usually problems are very difficult to explain without pointing out in the model.
OnS support can see things exactly the same as you since there is no packing or sending files what so ever. I think this is major improvement to support (in both ends).
Request:
In future I would like to see a chat screen where I could interact with support while they are looking at my model. It would be handy if problem is related to multiple tabs or links between part-assembly-drawing or similar.
//rami
Tagged:
6
Comments
Right now we're working on a number of different collaboration and communication tools within a document, and chat is definitely on the table. I'll add your request to the improvement.
UX/PD/Community Support
Saplingstore.com
having said that one (relatively simple) model posed a particular problem in that Onshape chose to rotate a web 90 deg. from its intended orientation when its radial angle was changed from 44 deg. to 45 deg. After considerable time was spent examining what was occurring and looking for alternative I concluded it was a 'bug'. I shared the file with support and the in-built contact to define the fault along with appropriate screen captures. Lou picked up the problem quite quickly, I think also thinking it may be a bug, only to find out, it is a built in characteristic. Not real good for me though and i will tip there are others who will strike it as a problem but Lou was on to that and, if I understand correctly, he has flagged it as something which need further attention.
I look forward to it being "fixed" but it is great to know that decent support/listening is behind the product.
Thank you guys.
PaulW
UX/PD/Community Support
Eduardo Magdalena C2i Change 2 improve ☑ ¿Por qué no organizamos una reunión online?
Partner de PTC - Onshape Averigua a quién conocemos en común
It would be nice to check what I have asked and what has been answered if I encounter same problem after a year or so..
@3dcad - you can view the support tickets you've sent in by clicking your name in the top right corner of the Documents (landing) page and selecting "View Support Tickets"
UX/PD/Community Support
Good points, both
UX/PD/Community Support
Could it be possible to add 'Share with support' in the feedback dialog inside the document? And if support would remove themself automatically from share after case closed (or fixed time).
It would be clear which feedback is connected to which document (if having multiple issues across the documents simultaneously)