In the Admin Console, navigate to Support > Support Summary.
Last updated on
Aug 3, 2026
Learn how to view, request, and manage Expert Sessions: one-on-one how-to calls with the Adobe Customer Care team from the Adobe Admin Console.
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.
Note
- Expert sessions are not available for Adobe Substance 3D Collection, FrameMaker, Captivate, Presenter, Adobe FrameMaker Publishing Server, and RoboHelp.
- Expert sessions can be scheduled from Monday to Friday and are available in English, French, German, and Japanese.
- You must place a request at least 24 hours in advance and can choose any day within the next 15 days.
- The proposed session times can only be at half-hour marks (for example, 8:30 or 9:00). If on the same day, they must be two hours apart.
- For longer sessions or more formal training, visit the Adobe digital learning services for an overview of Adobe training options.
Request an Expert Session
To request an Expert Session, do the following:
Click Request Expert Session. The Request Expert Session window opens.
Alternatively, you can navigate to Support > Expert Sessions and click Request Expert Session.
Select a topic you would like to discuss.
Provide more details about your issue in the window that appears.
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Details to be filled |
Description |
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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. |
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Session topic |
Choose a session topic from the drop-down list. |
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Describe the nature of your request |
Describe the issue in some detail, including the workflow that caused the issue. |
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Propose session times |
Enter three preferred time slots when you're available for a call. Session times must follow the criteria here to be able to submit the request. |
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Time zone |
The time zone is populated by default, according to your system's information. |
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The email to which the session updates are sent is listed on the page. |
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Phone number |
Enter your preferred contact number, including country and area codes. |
Click Submit. An Expert Session is created, and a notification displays.
When you request an Expert Session, a case ID is assigned, and you can track its progress. All responses are updated to the case, and are also sent by email.
Track Expert Sessions
You can track 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 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.
