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Enterprise | Support and Expert Sessions

Applies to enterprise.

Learn how to use Adobe Admin Console for enterprises to contact Adobe Customer Care, manage your support cases, schedule sessions with experts, and more.

System administrators and Support administrators can contact Adobe Customer Care from the Support tab in the Adobe Admin Console.

Sign in to the Admin Console and navigate to Support. To resolve or discuss a case, you can call Adobe Customer Care using the contact number given in the upper-right corner of the page. If the country mentioned below the phone number does not match yours, select Other Regions for more contact numbers. To learn about our support terms and processes, see Enterprise Support Terms.

On the Support page, you’ll also find information about your Adobe support plans and relevant contacts (wherever applicable). If needed, you can reach out to your Named Support Engineer or Technical Account Manager for assistance with your Adobe products.

Support tab in the Admin console with a support plan and product selected to display the relevant contact details.
Select a plan and then choose a product within that plan to view the contact details.


Create and Manage Support Cases

Chat with Adobe Customer Care

To help resolve or troubleshoot your issues, the Adobe Admin Console allows you to chat with Adobe Customer Care. To allow quicker routing and resolution of the issue, ensure that you select the most appropriate topic from the ones displayed in the live-chat window.
After the chat ends, your request and conversation are saved as a case that you can view, track, and manage later.

Schedule 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.

Note:
  1. Expert sessions are not available for Adobe Substance 3D Collection, FrameMaker, Captivate, Presenter, Adobe FrameMaker Publishing Server, and RoboHelp.
  2. Expert sessions can be scheduled from Monday to Friday and are available in English, French, German, and Japanese.
  3. You must place a request at least 24 hours in advance and can choose any day within the next 15 days.
  4. 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.
  5. For longer sessions or more formal training, visit the Adobe digital learning services for an overview of Adobe training options.

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