High-value support during every phase of construction

AASHTOWare Project Support Update

June 10, 2026

Starting June 1, the AASHTOWare Project support experience moved to a single, unified customer service portal. Whether you’re reporting a software issue, a hosting problem, or a Bidx.com question, there’s now one place to go and one clear path to resolution.

Here’s what changed and what it means to you.

One Portal, Three Products

All support requests for AASHTOWare Project, Hosting Services, and BidX.com now flow through the same URL. One login, one menu allowing you to move between product tabs without re-authenticating. No more guessing which system to use.

Smart Routing — No Wrong Door

Software questions route directly to the appropriate AASHTOWare Project experts. Hosting questions route directly to the hosting services experts. BidX.com questions route directly to those experts. All of this occurs automatically, with no guesswork from you.

Your Organization’s Tickets — All in One Place

You’ll see your tickets and all your colleagues’ tickets submitted on behalf of your agency. Historical tickets for all agencies remain available in a read-only archive. Nothing is lost.

For End-User Designees

EUDs now have a dedicated Approval Requests view, accessible from the profile menu. From this view, you can see every approval request routed to you, pending, approved, or withdrawn in a single searchable list with requester, date, and status at a glance.

Email notifications continue to work exactly as they do today. The portal is an added option, not a replacement.

Across-Agency Visibility

A universal view of open and solved tickets is now available covering the last 90 days and refreshed every 30 minutes. The view includes ticket number, subject, description, agency, Project version, priority, status, and created and last updated dates.

What Stays the Same

Some things haven’t changed and that’s by design:

  • Your existing AASHTOWare login has not changed.
  • Email notifications for every ticket update
  • Phone and email channels for submitting tickets
  • TMR process and cross-organization TMR visibility, all open and completed TMRs continue to be visible across agencies
  • The same team of AASHTOWare support experts
  • All historical ticket data is retained, nothing disappears

What’s Coming Next

June 1st launch is the foundation. Here’s what it enables:

  • Knowledge Center – Self-help articles, troubleshooting guides, and product references are built into the portal and available at launch. Resolve common issues without opening a ticket.
  • AI-Assisted Workflows – Automated triage and responses when applicable, along with smarter routing, reducing response time and more importantly time-to-resolution.

Questions?

Please submit a ticket at aashtowareproject.org or reach out to your state’s AASHTOWare support contact.

The new Support process is officially live!