Adobe Customer Support Experience
Experience League Support Tickets
Support tickets are now submitted via Experience League. 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 Experience League. 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.
If you are an Adobe Commerce user, refer to Submit a support case in the Experience League Support User Guide for Adobe Commerce.
Support entitled roles needed for case submission submit-ticket
In order to submit a support ticket in Experience League, 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. To learn more about the different types of admin roles and their entitlements, refer to Admin roles.
If you are on Commerce, the process for sharing access to work with support cases is different. To learn more, refer to Shared access: grant privileges for other users to access your account in the Experience League Support User Guide for Adobe Commerce.
Adding support entitles roles to an organization
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 add or invite an admin:
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In the Admin Console, choose Users > Administrators.
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Click Add Admin.
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Enter a name or email address.
You can search for existing users or add a new user by specifying a valid email address and filling the information on the screen.
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Click Next. A list of admin roles appears.
To assign a Support Admin role to a user (enable a user to be able to contact support):
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Select the Support administrator option.
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Choose one of the following two options:
- Option 1: Basic support administrator. Select this option if you would like to give the user support access for all solutions (except Marketo Engage).
- Option 2: Product support administrator: Select this option for Marketo Engage support. Select which Marketo Engage instances to give the user support access.
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Once you have made the selections, click Save.
The user receives an email invitation regarding the new administrative privileges from message@adobe.com.
Users must click Get started in the email to join the organization. If new admins do not use the Get started link in the email invitation, they would not be able to sign into the Admin Console.
As part of the sign-in process, users may be asked to set up an Adobe profile if they do not have one already. If users have multiple profiles associated with their email address, users must choose Join Team (if prompted) and then select the profile associated with the new organization.
For more details 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.
Create a support ticket with Experience League
The process for submitting support cases is now directly integrated with the Experience League support platform. This is a self-service portal that was recently redesigned to offer more personalization and ease-of-use for entitled customers.
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To create a ticket using Experience League, select the Support tab located in the top navigation.
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From the support homepage, you can easily navigate to your open support cases, log a new case, view the top Support articles, or access additional learning sources.
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To submit a case, select Open a support ticket. Also select the Open Ticket option on the sidebar menu. You will be directed to the case creation page, where you can enter your product name (Audience Manager, Campaign, Target, etc.), case title, and case description. To expedite the troubleshooting process, please be as descriptive as possible when describing the issue you are facing.
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Towards the end of the form, fill out the following fields. When selecting any solution, you are asked the following, and some solutions have additional fields:
- Case Priority (Low, Medium, High, Critical)
- Business Impact
- Customer Timezone (Americas, EMEA, APAC)
