Search, review, comment, and escalate a support ticket
Last update: September 5, 2024
- Topics:
- Customer Service
- Support
CREATED FOR:
- Beginner
- Intermediate
- Admin
- Developer
- User
Learn how to create a search, review, commend and escalate a support ticket within Experience League for Adobe Commerce.
Who is this video for?
- Anyone who has the ability to manage support requests for Adobe Commerce in Experience League
Video content
- Learn how to search for a ticket
- Learn how to add a comment to an open support ticket
- Lean how and some reasons for escalating a support ticket
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Transcript
This is Russell with Adobe. Let’s learn how to search, track, add comments, and escalate a support ticket for Adobe Commerce and Experience League. So we’re going to start off to make sure that we’re in the right spot. So we’re going to go to experienceleague.adobe.com and click on support. And if you’re logged out, the open ticket and my cases will be disabled, but we’re logged in, so we’re good. What we’re going to do now is we’re going to see the list of open tickets that we have, and let’s just say our list is quite long. We can add a search filter by going to the top right, and we’ll add the word deployment to filter out any other tickets that don’t have the word deployment somewhere in the subject. So I type in the word deploy, and there we go. It filters out the other ones, and we’re just left with this one ticket and the one case number. So we’re going to go ahead and click on the case number. Now what we’ve done, we’ve opened up the case, and let’s just quickly refer to the details. So there’s the contact. That’s me. The product was Adobe Commerce. All this was done when we created the ticket. We have a case title, and it just basically says an issue with the stuck deployment. Next is the case number. It’s good to reference in case you’re using like an email. The priority is what we chose and the business impact when we created the ticket. So we’re good. Another thing to note is that there is already some dialogue from the support staff saying that they’ve already looked and started to look into the issue and some other details. So we can comment back, and which can keep the dialogue open. So we’ll just go ahead and enter a simple comment here. This is just a test. I’m just doing a tutorial for Experience League. And let’s see, nothing needs to be done. Add comment, and there we go. We’ve successfully added our comment. The next major thing that I want to call out is how to escalate. So an escalation would be something like the technical ability from the support staff just isn’t matching with what you need. Maybe you’re awaiting callback. Maybe there was a change in urgency when you created the support ticket. You know, there was really, it was kind of a low priority, but now it’s been escalated because it’s now a customer facing problem or checkout problem or something bigger. So in order to do this, you click on that lower right-hand button where it says escalate to management. That button right there will give you two questions when you click on it. Why do you want to do this, and what can we assist you with? So we’ll just go ahead and pick change in urgency, and then we’ll just make a simple comment. For demonstration purposes, I’m just going to say I’m just doing a demo for Experience League. And nothing new to add. Okay, so we’ll click escalate. And we get the green message on top, which means we’re successful. We are done.
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