Problem

Sending an email is the fastest and most convenient method of creating a case with the Hawk Ridge Systems Technical Support Team. This article will guide you through the process of sending an email to our support team and what information 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. Create an email to support@hawkridgesys.com
2. 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
3. In the email body, please include the following in steps 4-11
4. Your name
5. Your company
6. Which program you are using (SOLIDWORKS, Visualize, PDM, etc.)
7. Version and service pack
8. Detailed explanation of the problem
9. Steps taken to create the problem
10. What have you tried so far to resolve the problem
11. Relevant images, logs, and sample files. If you need a secure method to send us your files, or your files exceed the email limitation, send us a file using our web form.
12. Send the email. You will receive an automated reply regarding your ticket. 

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