Information to provide when Contacting Adobe Social Support

The best and most effective way to contact Adobe Social Customer Care is to use the new Social Support form.

If you do encounter a bug or a critical issue that prevents you from accessing the moderation tool or any other portion of Adobe Social, please file a support ticket using the following protocol to ensure prioritization in the queue:

1.Click on Help at the top right corner

2.Select Contact Support

3.Provide your contact information

4.Ensure the proper title of the issue is included in the Subject line

5.Include a brief and clear description of the issue with your, please use the details from below to structure your reproduction steps.

6.Attach screenshots if possible

7.Click Submit

 

 

 

 

 

 

 

Step 1. For all issues, please submit the following information: (Copy & Paste this information into the support contact form)

Name of person reporting the issue: If you are reporting an issue on behalf of another user please provide their name.  

Email address of person reporting the issue:

Phone Number & extension

Name of the platform: Facebook, Google +,Twitter, Linked-In etc.  

Name of the Facebook, Google +,Twitter page: i.e Adobe Google +, Facebook & Twitter page

URL link to page on Facebook, Google +,Twitter, etc.

Browser with version:

Computer type PC or Mac:

Mobile device related?

No

Yes

If Yes, Mobile/Tablet Support:

Device

Generation

Operation System: iOS

 

Step 2. Please submit the following details:

 

Marketing & Moderation Overview

Analytics

Publish

Applications

Moderation

Settings

 

Marketing & Moderation Overview:

Name of the report:

Detailed description of the issue with numbered steps you took to get to this point

Screenshots of the whole tab/window where the issue is occurring including URL bar at the top of the internet browser

 

Analytics:

 

Social Campaigns

Custom Reports

Social Buzz

Properties

Posts (Post Analytics)

 

If Social Campaigns:

Date range

Social Campaign name

Detailed description of the issue with numbered steps you took to get to this point

Screenshots of the whole tab/window where the issue is occurring including URL bar at the top of the internet browser

 

Custom Reports:

Campaigns

Authors

Platforms

Terms

Language

Report Name

Detailed description of the issue with numbered steps you took to get to this point

Screenshots of the whole tab/window where the issue is occurring including URL bar at the top of the internet browser

 

If Competitor Analytics, Social Buzz, Properties, Posts (Post Analytics):

Date range

Filters used

Detailed description of the issue with numbered steps you took to get to this point

Screenshots of the whole tab/window where the issue is occurring including URL bar at the top of the internet browser

 

Publish:

Content Calendar

Publisher

Content Calendar

Name of the social property or audience

Filters used

Error message, if applicable

Detailed description of the issue with numbered steps you took to get to this point

Screenshots of the whole tab/window where the issue is occurring including URL bar at the top of the internet browser

Publisher

Name of the social property or audience

Error message, if applicable

If link, link URL

If image post, attach image

Schedule

Now

Later

If Later, then date and time

Detailed description of the issue with numbered steps you took to get to this point

Screenshots of the whole tab/window where the issue is occurring including URL bar at the top of the internet browser

 

Moderation:

Unified Moderation

Unified Moderation Rules

Unified Moderation Workflow

Date range

Company Name:

Report Suite:

User & Username:

Time of Event: i.e issue occurred at 7:00am/pm PST(Specify time zone)

Filters used

Name of the social property

Detailed description of the issue with numbered steps you took to get to this point

1.

2.

3.

4. Noticed error or can’t proceed forward

Screenshots of the whole tab/window where the issue is occurring including URL bar at the top of the internet browser

 

Settings:

Listening Rules

Facebook Pages

Twitter Accounts

Google+ Pages

LinkedIn Companies

Youtube Channels

Sina Weibo Accounts

Page Groups

Facebook Audiences

Users & Groups

Marketing Cloud Users & Groups

Publishing Workflows

Facebook Permissions

(Social) Campaigns

(Google+) Circle Manager

Scheduled Reports

Link Shorteners

Competitor Pages

Detailed description of the issue with numbered steps you took to get to this point

Screenshots of the whole tab/window where the issue is occurring including URL bar at the top of the internet browser