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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.
Nota:
Call Adobe Customer Care using the contact number given on the upper-right corner of the Support Summary page if the issue results in outages or serious interruptions to a production system such as the following:
- 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
To create a case, do the following:
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Click Create Case. The Create Case window appears.
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In the form that appears, provide the details about your issue.
Details to be filled
Description
Product impacted
Select the impacted product or bundle from the drop-down list.
If you select a bundle, you are prompted to select a specific product from that bundle.
Issue reason
Select a category that best describes your issue.
Select the priority of the issue
Help us understand the consequences of the issue on your operations. Depending on how the issue impacts your operations, classify it as follows:
- P4 (Minor): If the issue is minimal or no 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. For example, malfunctioning or incorrect behavior of the software.
- P2 (Urgent): If the issue has 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.
- P1 (Critical): If the issue results in outages or extremely serious interruptions to a production system, call us using the contact number given on the upper-right corner of the Support Summary page, so we can serve you immediately.
Quantify the impact of the issue
Help us understand the scale at which the issue affects your organization. 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 issue
Describe your issue in detail, including when it first happened, the tasks you were trying to complete or products you were using when the issue occurred, and steps to reproduce the problem.
Attach screenshots 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.
Files in formats .dll and .exe are not supported.
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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.
Timezone
We will consider your timezone if we need to call you. This field is populated by default, according to your system's information.
Working hours
If we need to call you, we will take into consideration your working hours and Adobe Customer Care normal business hours.
Use the time slider to let us know the best time of day to reach you.
Phone number
Provide a contact number so that an Adobe Customer Care agent might contact you via phone to troubleshoot or ask for clarification.
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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.
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.
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.
Nota:
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 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.
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.
If you are not satisfied with the case progress or resolution, you can escalate to Adobe Support. To escalate a case, do the following:
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In the Admin Console, navigate to Support > 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.
To chat with Adobe Customer Care, do the following:
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In the Admin Console, navigate to Support > Support Summary, and click Start Chat.
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A live chat window appears with a set of pre-defined chat topics. Select any one from these topics.
Live chat window with a set of pre-defined chat topics Live chat window with a set of pre-defined chat topics -
To connect with our representatives and resolve your query, type your message in the chat window.
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.
Nota:
- 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.
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:
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In the Admin Console, navigate to Support > Support Summary.
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Click Request Expert Session. The Request Expert Session window opens.
Alternatively, you can navigate to Support > Expert Sessions and click Request Expert Session.
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Select a topic you would like to discuss.
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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. Session times must follow the criteria here to be able to submit the request.
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.
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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.
