Problem

Using the web form to submit a ticket to Hawk Ridge Systems Technical Support is useful when you have large files necessary for your case. These files may be zipped files created from a pack and go, an RX capture, or other files compiled to show the behavior. This guide describes how to create a ticket from the form and what you should include. If you are encountering an urgent technical issue, we recommend calling support to get the fastest resolution. Check out our guide How to Contact Hawk Ridge Systems Technical Support by Phone Call to learn about our upgraded phone system. 

Solution

1. Go to Submit a request – Hawk Ridge Systems Support
2. Enter your email address
3. Use a short, descriptive subject for the issue, such as "SOLIDWORKS Crashes When Adding Centermark to Specific Drawing", or when emailing about an existing ticket, include the Ticket Number in the subject line
4. In the Description box, please include the following in steps 4-12
5. Your name
6. Your company
7. Which program you are using (SOLIDWORKS, Visualize, PDM, etc.)
8. Version and service pack
9. Detailed explanation of the problem
10. Steps taken to create the problem
11. What have you tried so far to resolve the problem
12. Attach relevant images, logs, and sample files

13. Select the Product that you are looking for help with in the Product dropdown so that the correct team can assist you as soon as possible. For example, SOLIDWORKS CAD would fall under Mechanical Design, SOLIDWORKS PDM would fall under Data Management, and CAMWorks would fall under Manufacturing.

    

14. Click Submit. You will receive an automated confirmation email. If you do not receive a confirmation, check your spam filter. 

For additional support, existing customers can submit a ticket or new customers can contact Hawk Ridge Systems.