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Eden Technical Services

Support to keep your office running efficiently.

Eden Technical Support is available to answer questions, resolve issues and ensure your Eden applications are running at peak performance. No matter what you need, we’re here to guarantee timely resolution of all your support issues.

Eden Technical Support is divided into product-specific teams that allow support staff to focus exclusively on one group of products or services.

  • Financials
  • Payroll/HR/Pension
  • Utility Billing/Other Citizen Services
  • OSDBA
  • TylerForms & Reporting Services

Timely Resolution
Our experienced, knowledgeable product managers, support analysts and technical support specialists will work with you to diagnose and resolve issues in a timely manner. For us, it isn’t enough to resolve issues. That’s why we follow a proven, standardized method to ensure you have a positive experience—every time. At Tyler, we know that the quality of your experience is directly related to our ability to support you. That’s why our team actively pursues ways to continue their education and seek Help Desk Institute certifications.

Contacting Eden Technical Support
 No matter how simple your question or extensive your issue, at Tyler, all issues are entered into our customer relationship management system and given a unique incident number. Our Eden Technical Support offers multiple ways to contact us, including:

  • Call support directly: We strive to respond to all incoming calls in less than one hour.
  • Log a support request via the Tyler Client Portal online: Gives you the flexibility to log an issue, attach files or screenshots that may be helpful to support staff. You can also view all account, issue and survey data in real time. You will receive an automated e-mail and the issue is routed to the appropriate technical support team for response.

Setting Incident Priority
You, better than anyone else, understands the severity of the issue with your Eden software and how it impacts your operations and ability to serve citizens. That’s why you set the issue priority according to your needs and deadlines.

Virtual Support with GoToAssist®
Some issues may require further analysis of your database or setup to diagnose a problem or assist you with a question. That is why GoToAssist® shares your desktop to provide virtual onsite support. This enables our technical support team to view your system’s setup, diagnose problems and assist with screen navigation over a fully secure, encrypted Internet connection.

Additional Resources
For times when don’t need direct support but just want to learn a little more, we offer many helpful resources for updating applications, answering questions and learning more about your Eden software. This includes:

  • Eden Internet Update: Review information regarding the availability of new releases and hot fix information—and download and install critical and high priority updates as soon as they become available.
  • Knowledgebase: Search hundreds of documents related to Eden processing, procedures, release information, helpful hints and more.
  • Customer Tools: Access online documentation, user forums, group training schedules and sign-ups and annual user conference updates and registrations.
  • Tyler Online Training Center: Accomplish more and gain efficiency by ensuring that your staff is fully trained on the applications and systems they use every day.
  • Enhancement Requests: Have an idea for improving Eden? Submit enhancement requests and vote on existing requests made by your peers.


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