Dear Valued Users:
As you may recall, SPIDA Software was acquired by Bentley Systems in 2021. Since then, many of you have continued to submit service requests through our legacy support portal. However, to enhance your support experience with Bentley and ensure you get efficient, timely assistance with service requests, we are migrating from the current help desk to the Bentley Support Portal effective November 15, 2024. The Bentley Support Portal will notify you of software outages, connect you directly to Bentley support teams via web forms, and provide quick access to Bentley Communities knowledge base articles and forums.
What’s Changing?
To access the Bentley Support Portal, contact your account administrator to create a user profile if you do not already have one. There are different ways to log in:
- You can access the Bentley Support Portal directly by clicking here.
- You can also go to CONNECT Center and click on “New Case.”
- To finalize your registration, you will need to install the CONNECTION Client. Information about how to download and install CONNECTION Client can be found here.
- Once complete, use the CONNECTION Client to log in and create a password. More information on how to do that is here.
What Do You Need to Do Next?
- Bookmark the new URL so you can always come back to it as needed. You can also bookmark the new SPIDA knowledge base for our user manuals, release notes, and other product documentation.
- View Your Profile in User Management to update your language preferences as needed to ensure you’re receiving communications from us in the language of your choice.
- View the Bentley Support Portal Guide for further information on submitting a case.
What Happens to Outstanding Help Requests?
All support requests submitted to spidasoftware.zendesk.com through November 14 will be addressed. However, as of November 15, all new issues or requests should be entered via the Bentley Support Portal.
For a glossary of Bentley terminology and answers to frequently asked questions, click here.
For a copy of the email notification that was sent to Bentley account administrators in October, click here.
We appreciate your patience during this transition and hope the new ServiceNow portal will provide a positive support experience.
Respectfully,
Bentley Systems and the SPIDA Team