News
    • 21 Sep 2017

    A Change of Functionality in Logging Support Cases

    Following the launch of the SDL Customer Gateway last year, we’re continuing to work hard to improve your SDL Support experience. As part of this work we have simplified the process of logging a Support case for faster response times and resolutions. We would like to confirm that it is no longer possible to log a case by sending an email to support@sdl.com . Cases logged this way often lacked sufficient detail...
    • 14 Jul 2017

    SDL Support Improvements: Feedback from SDL Customer Gateway Users

    It is almost one year since SDL Customer Gateway , our single consolidated technical Support area, was launched replacing multiple legacy ticketing systems. Keen to understand whether the transition had contributed positively to your Support experience a survey, incorporating industry standard NPS (Net Promoter Score) methodology, was forwarded to all registered users earlier this year. Survey participants positively...
    • 26 May 2016

    Using Internet Explorer to access the SDL Customer Gateway?

    Internet Explorer 11 compatibility setting If you use Internet Explorer, we recommend using the latest version that Salesforce supports. Apply all Microsoft software updates. Please make sure you remove sdl.com from the compatibility view settings (T...
    • 2 May 2016

    How to access the SDL Customer Gateway for SDL Translation Productivity customers without a support contract

    If you are a SDL Trados Studio customer without a Support & Maintenance contract Logging a ticket with support will soon change if you are an SDL Translation Productivity customer without a Support & Maintenance contract. You will need to go ...
    • 11 Mar 2016

    New SDL Customer Support System Launch

    SDL is launching a new support system! From self-service searches to easier case logging, the new SDL Customer Gateway system offers an improved customer experience. We are delighted to introduce our new and improved Customer Support system, powered...
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