Teams | Support and Expert Sessions

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 chat directly with Adobe Customer Care representatives and schedule sessions with experts.

Notă:

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

Chat with Adobe Customer Care

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 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.

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

  2. 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

  3. To connect with our representatives and resolve your query, type your message in the chat window. 

To review your closed and open cases, ask questions or provide information on existing cases, navigate to Support > Support Cases in the Admin Console. Then, click Manage Support Cases.

Manage support cases
Manage support cases

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.

Notă:
  1. Expert sessions are only available with the All Apps plan, and 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 training website for an overview of Adobe training options.

To schedule an Expert Session, do the following:

  1. In the Admin Console, navigate to Support.

  2. Click Request Expert Session. The Request Expert Session window opens.

  3. Select a session topic and a preferred session timeframe. Ensure that you select the most appropriate topic for the session.

    Notă:

    You can only request for two sessions per admin per year for Setting up your team and two sessions per license per year for app-related topics.

    Request Expert Session

    Setting up your team

    For issues related to managing your users or licenses.

    Website and app creation

    For applications like Dreamweaver and Adobe XD.

    Video creation

    For applications like Premiere Pro and After Effects.

    Print and digital publishing

    For applications like InDesign and Illustrator.

    Photography

    For applications like Photoshop and Lightroom.

    For sign-in, installation, and activation issues, start a chat with Adobe Customer Care.

  4. Click Select Day and Time, and select a time slot. Click Continue.

  5. On the Provide Information screen, enter your contact details, and a brief description of what you want to learn from the session. So, we can prepare and deliver exactly what you are looking for.

    Provide information

  6. Click Confirm.

    Once your session is scheduled, you receive an email with the appointment details and confirmation number. The email also has a link to cancel or reschedule the session.

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