Support Tickets are now able to be submitted via the Admin Console. For instructions on how to submit a support ticket, review the section for submitting a support ticket.
We are working to improve how you interact with Adobe Customer Support. Our vision is to streamline the support experience by moving to a single entry point, using the Adobe Admin Console. Once live, your organization will be able to easily access Adobe Customer Support; have greater visibility into your service history via a common system across products; and request help via phone, web, and chat through a single portal.
In order to submit a support ticket in Admin Console, you need to have the Support admin role assigned by a System Administrator. Only a System Administrator in your organization can assign this role. Product, Product Profile, and other administrative roles cannot assign the Support admin role and are unable to view the Create Case option used to submit a support ticket. For more information, visit the enterprise and teams customer care documentation.
The support admin role is a non-administrative role that has access to support-related information. Support admins can view, create, and manage issue reports.
To assign the Support admin role, follow the edit enterprise admin role instructions in the administrative roles documentation. Note that only a system administrator for your organization can assign this role. For more information on administrative hierarchy, visit the administrative roles documentation.
To create a ticket using Admin Console, select the Support tab located in the top navigation. The Support Summary page appears. Next, select the Create Case option.
If you are unable to see the Create Case option or the Support tab, you need to contact a System Administrator to assign the Support admin role.
A dialog appears allowing you to select an issue type. Select the issue type that best describes your problem or question, then select Create Case in the bottom-right.
The Create Case dialog appears. You are asked to provide some information such as the product, priority, description, and attach any screenshots to help describe the issue. Select Next to continue.
If the issue results in outages or extremely serious interruptions to a production system, a phone number is provided for immediate assistance.
The next page allows you to fill in contact information and provide the best time for Adobe Customer Support to contact you. Once complete, select Submit in the bottom-right and your ticket is sent to Adobe Customer Support.