Adobe customer support experience
This article explains how to submit support tickets and manage case-related access using Experience League.
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 need to set up these support entitlements before submitting a case, see Adobe customer support entitlement configuration.
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.
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.
- To create a ticket using Experience League, select the Support tab located in the top navigation.
- 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.
- To submit a case, select Open a support ticket. Also select the Open Ticket option on the sidebar menu.
Fill out the suport ticket
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After you select Open a support ticket 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 add the following information in the Case description field:
- Clear problem statement
- Steps to Reproduce
- Business impact statement
- Is this a new implementation / feature / development?
- When was the time the process worked?
- Troubleshooting steps taken
- Relevant log data
- Version number
- Build info (if relevant)
- Critical identifiers
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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)
For details on how Case Priority and Business Impact affect support response times, refer to Targeted Initial Response Times for Support in the Success Plans Resources Documentation.
