The Support tab in the Admin Console 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.

Note:

System administrators and Support administrators must sign to access the Support cases and Expert Session options.

Create and Manage Support Cases

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 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 create a case, do the following:

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

  2. Click Create Case. The Create Case window appears.

  3. Identify and select the category your issue falls into and click Create Case.

    • Managing users and licenses
    • Using Creative Cloud and Document Cloud
    Create case window
  4. In the form that appears, specify the name of the product you need assistance with. To see a list of options, type the first few letters of the product name.

  5. Provide more details about your issue in the window that appears.

    Details to be filled Description
    Specify a product
    Specify the name of the product in the given field. To see a list of options, type the first few letters of the product name. This option is not available if you create a case for managing users and licenses.
    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: Most 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 the 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 conversely)
    • 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.

    Note:

    If the issue results in outages or serious interruptions to a production system such as the following, call Adobe Customer using the contact number given on the upper-right corner of the Support Summary page.

    • 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

  6. 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.
  7. 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.

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

To view and track your organization's open and closed cases, navigate to Support > Support Cases in the Admin Console.

  • The Open tab on the Support Cases page provides details about the ongoing cases. The list is color-coded and sorted according to status, with the cases requiring action at the top.
  • Once your case is resolved, you are able to view the case history under the Closed tab on the Support Cases page.
View and track existing cases
View and track existing cases

To update a case, navigate to Support > Support Cases in the Admin Console, and click the case title. A screen with all information about the case appears.

Update a case
Case details

You can perform the following actions on this page:

View case details

Click Details under the case name on the screen that appears when you open a specific case.

Update contacts

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.

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.

  • To add a comment, click Add comment under the Discussion tab. Then, click Submit.
  • To add an attachment, select Add attachment under the Discussion tab. Upload your files and click Submit.

Note:

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 the window that appears, provide details about why you want to close the case, and click Submit.
  • If you are not satisfied with the case resolution, you can escalate a case. To do so, click Escalate Case under the Actions tab. Also, provide details about why you want to escalate a case in the relevant fields. Then, click Submit.

Close a case
Close a case

Reopen a case

You can reopen a case within 14 days of closure. To reopen a case, click Reopen Case under the Actions tab. In the window that appears, provide details about why you want to reopen the case. Then, click Submit.

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.

To chat with Adobe Customer Care, do the following:

  1. In the Admin Console, navigate to Support > Support Summary, and click Start Chat.

  2. A live chat window appears with a set of pre-defined chat topics. Select any one from these topics.

    Start Chat Session
    Live chat window with a set of pre-defined chat topics
  3. To connect with our representatives and resolve your query, type your message in the chat window. 

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 available only in English.
  2. Ensure that you place a request at least 24 hours in advance.
  3. For longer sessions or more formal training, visit the Adobe digital learning services for an overview of Adobe training options.

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.

To request an Expert Session, do the following:

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

  2. 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.

    Support options
  3. Click Request Expert Session. The Request Expert Session window opens.

    Alternatively, you can navigate to Support > Expert Sessions and click Request Expert Session.

  4. Depending on the product family you selected on the Support Summary page, the next window automatically selects one of these two options for you: For Administrators or For Product Users.

    To set up an expert session, click Request Expert Session.

    Note:

    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.

    Type of Issue
  5. Provide more details about your issue in the window that appears.

    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.

    Session topic

    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.
    Email 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.
  6. 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.