Overview

To access the Support options, navigate to Support in the Admin Console. The Support Overview page opens. On this page, you can do the following:

  • Manage your support cases
  • Create cases
  • Schedule Expert Sessions
  • Links to documentation and forums
  • Contact Adobe Support

The page also displays three of the last modified open cases and expert sessions.

You can call Adobe Support, 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.

Note:

Administrators must sign in with their Adobe IDs to access the Support cases and Expert Session options.

Support Cases

In the Admin Console, navigate to Support > Support Cases.

The Support Cases page displays a list of Open Cases logged by your organization, along with the date, case ID, and status. On this page, you can:

  • Create support cases.
  • Track the progress on the cases.
  • Sort the cases by Date, clicking the arrow next to the Date header.
  • View the closed cases logged by your organization, navigating to Closed Cases.
  • View details of the cases and update them.

Create a Support Case

To create a support case, perform the below steps:

  1. In the Admin Console, navigate to Support > Support Overview.

  2. Select a product family and click Create A Support Case. The Create a Support Case drawer opens.

    Alternatively, choose Support > Support Cases and click Create Case.

    Create a Support Case
  3. Perform the below actions in the What Can We Help You With section:

    • Select a product family.
    • Select a product. This option is not available if you've chosen Admin Console.
    • Select an issue.
    Create a Support Case
  4. In the Describe Your Issue section, enter the following:

    • Summary: Enter a short title for the issue. For issues with building packages, include the session-specific error code. (255 characters)
    • Detailed Description: State your queries, or describe your issue including the workflow that caused the issue.
    • Phone Number: Enter your preferred contact number including country and area codes.
    • File Attachments: Optionally, you can attach relevant files to the case, for example, a screenshot of the error. Executable and DLL files are not allowed.
  5. Click Submit. A support case is created and a notification displays.

    When you submit a case, a case ID is assigned, and you can track the progress via the Admin Console. All responses are updated to the case, and are also sent by email.

  6. To view the details, or update a support case, click the title of the case, on the Support Overview, or the Support Cases page.

Expert Sessions

Expert Sessions are one-on-one sessions that consists of a 30-minute phone call, scheduled by appointment at a time of your choosing, with one of Adobe's design experts, targeted to your organization’s location. The sessions are done using a screen sharing software if needed, that allow design experts to walk you through complex or new workflows.

Following are a few examples of queries that come up during the session:

  • Software deployment
  • Identity, user, and entitlement management
  • Explanation of new features within a new release
  • Advice for complex tasks and best practices
  • Typical workflows used between multiple Adobe applications

Note:

The Expert Sessions are available only for the Creative Cloud and Document Cloud users, and not for the Experience Cloud or eLearning users.

If you are having technical issues and crashes, it is recommended that you contact the Adobe Support team for immediate assistance, either by starting a chat, or by phone.

If you require longer sessions or more formal training, visit the training website for an overview of Adobe's training options.

Schedule an Expert Services session

To schedule an Expert Session, perform the below steps:

Note:

If you require an Expert Services session, ensure that you place a request at least 24 hours in advance.

  1. In the Admin Console, navigate to Support > Support Overview.

  2. Select a product family and click Request an Expert Session. The Request an Expert Session drawer opens.

    Alternatively, choose Support > Expert Sessions, and click New Session.

    Request an Expert Session
  3. Perform the below actions in the What Can We Help You With section:

    • Select a product family.
    • Select a product. This option is not available if you've chosen Admin Console.
    • Select an issue.
  4. In the Propose Session Times section, enter three preferred times when you're available for a phone meeting.

  5. The time-zone is pre-populated, according to your system's information.

    In the What Would You Like To Talk About During The Session section, state your queries, or describe your issue including the workflow that caused the issue.

  6. Enter your preferred contact number including country and area codes.

  7. Click Request Session. An expert session is created and a notification displays.

    When you request an Expert Session, a case ID is assigned, and you can track the progress on the case. All responses are updated to the case, and are also sent by email.

  8. To view the details, update or cancel a requested Expert Session, click the title of the session, on the Support Overview, or the Expert Sessions page.

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