This article is for customers who have a maintenance agreement with our Trimble Solutions USA office in Kennesaw, GA.
Regardless how you contact us, you will receive a case number (ex. CAS-12345-A6B7C8) via email. Receipts are generated automatically when we receive your email. Expect to receive an email receipt 10-15 minutes after you contact us via email. It may take longer for you to receive your voice message email receipt depending on the time of day your message was recorded. If you do not receive an email receipt with your case number then, unfortunately, we did not receive your email/phone message. Please attempt to contact us again if your initial attempt does not result in an email receipt.
If you are using an older version of Tekla Structures that includes the Support Tool, please note that this tool has been removed from newer versions due to it being unreliable. Do not use the tool to contact us. Instead, use one of the methods mentioned below.
Please use one of these methods when contacting the Trimble Solutions USA helpdesk.
1 Use the correct extension
The phone numbers and extensions for our helpdesks are:
- Tekla products - 1-877-835-5265
- Tekla Structures - extension 1
- Tekla Structural Designer - extension 2
- Tedds - extension 2
- FabSuite - 1-757-645-0842
- FabSuite - extension 3
2 Be Prepared
Cases are handled on a “first come, first served” basis with few exceptions.
Due to call volume, it may be necessary for you to leave a message either with the person answering the phone or with the voicemail service.
3 Leaving a message
- Your name
- Your company name
- Your contact number
- Description of your inquiry
- Version and environment in use
This helps our support technicians become prepared prior to returning your call.
4 Not leaving a message
- Not be created
- Not reserve a position in our support queue
- Not prompt a return call
5 Auto-reply = your phone message has been logged into our queue
When a phone message is converted to a case in our support queue, the system will send you an auto-reply message which includes the case number. Depending on the current volume, the time between leaving a message and receiving an auto-reply may vary. Estimated auto-reply time is between 5 to 15 minutes during office hours.
1 Delivery information
The email addresses for our helpdesks are:
When you email questions to the helpdesk, please have only email@example.com (or firstname.lastname@example.org) in the To-field. If you need to add other recipients, use the CC-field for them. This way you can make sure that your case is created correctly and makes it to the helpdesk queue.
Emails can contain attachments with a maximum size of 10 Mb. Attachments larger than 10 Mb can be uploaded to our FTP site (instructions available upon request) or by providing download instructions for your company’s FTP site.
3 One case per email
Please have only one inquiry per email. Several smaller cases can be handled more efficiently by multiple support technicians.
If the same model can be used for multiple cases please just provide it once but refer to the case number (see Auto-reply information below) for the case in which it is included.
4 Check list about the information to include in the email
- Descriptive subject line
- Description of the problem
- Screenshot(s) or video
- Version number, Environment, and Role (beginning in v15)
- Simple model including the necessary
- dg files
- or anything else that is valid for the problem
- Steps to reproduce the problem
5 Auto-reply = the case has come through
When an email is converted to a case in our support queue, the system will send you an auto-reply message which includes the case number.
If you don’t receive an auto-reply, then it is probable that your email never made it into our support queue. In that case, please call the helpdesk using one of the numbers listed above. Leave a message if necessary.
6 In Progress Correspondence
Once you have been contacted by a Support Technician, you should reply to them directly regarding that particular case.
If you have an additional question, not related to this case, please send a new email to one of the email address listed above.