|We are pleased to announce that new features are now live in the Admin Console Support tab. Watch this short video now! (less than 2 minutes). It highlights key changes and improvements.|
This article is applicable for Creative Cloud and Document Cloud Enterprise customers only.
The updated Admin Console Support tab lets you access various support functions through a simple and easy-to-use interface. Among other things, it allows you to create and manage cases, chat directly with Adobe Customer Care representatives, and schedule sessions with experts. It also gives you access to popular Help Topics and Forums.
Administrators must sign in with their Adobe IDs to access the Support cases and Expert Session options.
Sign in to the Admin Console. To access the Support options, navigate to Support. The Support Summary page opens. To learn how to create and manage cases, follow the instructions.
Creating a case allows you to contact the Adobe Customer Care team about any issues that you face with your Adobe products.
Select the type of issue you are experiencing from the given options: Administration or Product. Again, click Create Case.
The issue category you select in the Support Summary page will appear as selected in the Create Case window. To allow for quicker routing and resolution of your case, ensure that you select the most appropriate category.
Details to be filled Description Specify a product Specify the name of the product in the given field. Type the first few letters of the product name to see a list of options. This option is not available if you want to create an administrative case. Select the priority of the issue
Depending on how the issue impacts your operations, classify it as follows:
- P4 (Minor): Select this option if the issue does not cause any significant interruptions to normal operations. This option can include issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions
- P3 (Important): If the issue interrupts normal operations, select this option. For example, malfunctioning or incorrect behavior of the software.
- P2 (Urgent): Choose this option when there are serious interruptions to your business' normal operations. For example, if the issue negatively impacts an enterprise-wide installation, urgent deadlines, or causes financial risk to business.
Quantify the impact of the issue
Based on the scale at which the issue affects your organization, select one from the following options:
- Small: One or two users impacted
- Medium: A specific group of users impacted
- Large: Majority of users impacted
Summarize the issue
Provide a descriptive summary of your issue. Mention what the specific problem is and what you are seeing.
Examples of descriptive summaries:
- Error "Could not process incoming SAML response" with Federated ID
- "Account not recognized" in support panel
- Error 400 or other error when attempting to validate a domain claim
- Users, groups, or identity panel is blank
- Change Domain Claim from Enterprise ID to Federated (or vice versa)
- Receiving the error "An invitation with this code was not found"
Describe the nature of the issue you're facing State your queries or describe your issue in detail, including the workflow that caused the issue and steps to reproduce. Include details about when it first happened. Attach screenshots or files that can help describe the issue (optional) You can attach relevant files under 20 MB to the case. For example, a screenshot of the error. Executable and DLL files are not supported.
If the issue results in outages or extremely serious interruptions to a production system such as the following, call Adobe Customer Care immediately.
- A complete crash of the system or interruptions in main functions of the production system
- Data integrity compromised
- Imminent financial losses due to missing critical project deadlines or deliverables
Click Next to add more details about the issue. In the window that follows, fill in the following information:
Details to be filled Description List people you want to notify You can add more email addresses to which you want Adobe Customer Care to send case updates via email. You can notify up to ten people. Phone number Provide a contact number so that an Adobe Customer Care agent might contact you via phone to troubleshoot or ask for clarification. Time zone The time zone is populated by default, according to your system's information. Working hours Use the time slider to let us know the best time of day to reach you.
To resolve or discuss a case, you can call Adobe Customer Care using the contact number given on the upper-right corner of the page. If the country mentioned below the phone number does not match yours, click Other Regions for more contact numbers. To learn about our support terms and processes, see Enterprise Support Terms.
To chat directly with Adobe Customer Care, follow the instructions.
To view and manage your organization's open and closed cases, navigate to Support > Support Cases.
- The Open tab on the Support Cases page provides details about the ongoing sessions such as their status, case ID, case title, admin who created them, priority assigned, and the relevant date.
- Once your case is resolved, you are able to view your cases history under the Closed tab on the Support Cases page.
The Open cases list is color-coded and sorted according to status, with the cases requiring action at the top.
Once you are upgraded to the new Admin Console experience, your old Support cases and Expert Sessions will be displayed as closed cases which cannot be reopened.
To view and manage a particular open case, navigate to Support > Support Cases. Under the Open tab, click the case title of the specific case whose details you want to update. The following screen that includes all details of the case will appear.
Add comment or attachment
To provide new information about the case or respond to Adobe Customer Care, you can add comments after the case creation. Insert a new comment to your case by clicking Add comment under the Discussion tab. Then, click Submit. Similarly, to add a new attachment, select Add attachment under the Discussion tab. Upload your file(s) and click Submit.
You can attach relevant files under 20 MB to the case, for example, a screenshot of the error. Executable and DLL files are not supported.
Close or escalate a case
To close a case, click Close Case under the Actions tab. In rare cases where you are not satisfied with the case resolution, you can escalate a case. To do so, click Escalate Case under the Actions tab.
In such cases, provide details about why you want to escalate a case in the relevant fields. Then, click Submit.
To email case notifications to multiple people, click the three dots opposite the Contact tab. Then, select Update contacts. In the window that appears, add the relevant email addresses. You can notify up to ten people.
View case details
To view case details, click Details under the case name in the screen that appears when you open an individual case.
The Support Summary page also displays three of the last modified open cases (and Expert Sessions).
An Expert Session consists of a 30-minute phone call that covers a how-to topic to assist users with a specific product feature. Each session is scheduled by appointment at a time chosen by you, with the Adobe Customer Care team. The sessions are carried out using a screen sharing software, if needed, that allows a product expert to walk you through complex or new workflows.
Expert Sessions are available to Creative Cloud and Document Cloud users only.
You can keep track of the sessions you have with the experts. To view the details, update or cancel a requested Expert Session, click its Session ID on the Support Summary or the Expert Sessions page.
- The Open tab on the Expert Sessions page provides details about the ongoing sessions such as their status, topic, admin who requested them, and the relevant dates. The Open cases list is color-coded and sorted according to status, with the cases requiring action at the top.
- Once your sessions are complete, you are able to view all history under the Closed tab on the Expert Sessions page.
- If you require an Expert Session, ensure that you place a request at least 24 hours in advance.
- If you require longer sessions or more formal training, visit the training website for an overview of Adobe training options.
Identify and select the category your session belongs to: Administration, Creative Cloud, or Document Cloud. For example, if you are facing an issue with the deployment and installation of an app, select Administration. If your issue is related to the functionality, new features and general product how-to, select either of the product families.
Depending on the product family you selected on the Support Summary page, the next window will automatically select one of these two options for you: For Administrators or For Product Users.
To set up an expert session, click Request Expert Session.
Alternatively, if you have come from the Expert Sessions page, you must select one of these two options before continuing: For Administrators and For Product Users.
Details to be filled Description Specify a product
Specify the product that you would you like to learn more about. This option is not available if you've requested an Expert Session for administrators.
Choose a session topic from the drop-down list.
Describe the nature of your request
Describe the issue in some detail, including the workflow that caused the issue.
Propose session times Enter three preferred time slots when you're available for a call. Time zone The time zone is populated by default, according to your system's information. The email to which the session updates are sent is listed on the page. Phone number Enter your preferred contact number, including country and area codes.