Experience League support portal - new user interface
Overview
The redesigned Experience League Support portal provides a unified and intuitive experience for managing Adobe support activities. It offers faster access to essential features, including tracking support cases, monitoring product status, accessing case insights, and connecting with the Success team.
Home Page
The Home page serves as the central hub for support activities. It provides an overview of the support environment and quick access to key features.
The left navigation panel provides access to the following sections:
- Home opens as the default landing page and displays a centralized view of support activity.
- Open Case and My Cases redirect to the current Experience League Support portal to create and manage cases.
- My Success is available only to Ultimate Success plan customers.
Switching Organizations
If associated with multiple organizations, use the Organization Switcher located in the upper-left corner of the portal.
Switching organizations updates case data, product status, and support information across the portal to reflect the selected organization.
Switching Between Portals
Use the toggle in the portal to switch between the redesigned Experience League Support portal and the current portal.
Both portals remain synchronized, ensuring that case data and support information remain consistent across experiences.
The Home page includes a personalized welcome banner with a global search bar that enables searching across the Experience League Support portal.
The following quick actions are available at the top of the Home page:
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Open a support case - Redirects to the Open Ticket module in the current Experience League Support portal to create a new case. Click Get Started.
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View and manage your cases - Redirects to the My Cases module in the current Experience League Support portal. Select Go now to access.
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Request a Callback - Schedule a call about the case with an Adobe expert. For P1 (Critical) cases, request an immediate callback. For P2 and P3 cases, schedule a web meeting with a support engineer at a convenient date and time. Select Request now to get started.
Service Analytics
The Service Analytics section displays a summary of support case activity. Use the view selector to switch between My Cases and My Org Cases:
- My Cases — Displays case statistics specific to the individual.
- My Org Cases — Displays case statistics for the selected organization.
The selected view applies to all metrics and charts in this section, including Cases Count by Priority and My submitted Cases sections.
The Service Analytics section provides the following metrics:
- Pending Response Cases — Displays the number of cases that are awaiting a response.
- Submitted Cases — Displays the total number of cases submitted.
Cases Count by Priority
This section displays a visual breakdown of support cases by priority level.
The My Cases and My Org Cases selection in the Service Analytics section applies to this chart and enables viewing at an individual or organizational level.
Hover over a priority segment to view a tooltip that shows:
- Total number of cases for that priority level
- Number of open cases
- Number of closed cases
My submitted Cases
This section displays the three most recently submitted support cases, including:
- Case ID
- Case Title
- Priority
- Submission Date
- Status
When My Cases is selected, this section displays the three most recently submitted cases. When My Org Cases is selected in the Service Analytics section, it displays the three most recently submitted cases across the organization.
Select a Case ID to view case details in the current Experience League Support portal.
Select View all cases to open the My Cases page on the current Experience League Support portal.
When My Cases is selected in Service Analytics, My Cases (All) is pre-selected and it opens in the Experience League Support portal. When My Org Cases is selected, My Organization’s Cases (All) is pre-selected in the Experience League Support portal.
Product Status Alerts
This section displays the current operational status of Adobe products assigned to the organization.
A status of Available indicates that the product is fully operational with no active outages. If one or more issues exist, the total number of active issues appears on the product card.
Products appear in the following order:
- Products with active issues
- Remaining products, listed in alphabetical order
This prioritization helps quickly identify and prioritize products that require attention. You can select one or more product cards to filter alerts in Your System Status Alerts on the Home page.
Your System Status Alerts
This section displays real-time alerts for Adobe products. You can filter alerts by event type using the following tabs:
- Major
- Minor
- Potential
- Maintenance
- Announcements
And, Each alert includes:
- Issue number
- Cloud
- Region
- Status
- Start and end time for your reference
Select an alert to expand and view additional details.
Select Manage Subscriptions to configure notification preferences for your Adobe products on the Adobe status site.
Your Plan Information
This section displays key details about the support plan (Ultimate Success plan and Expert Success plan) and available benefits. Select Learn More to explore the full range of plan offerings.
My Success
The My Success page provides a personalized view of engagement with Adobe. It offers direct access to the Success team, program benefits, and learning resources.
The page includes:
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A welcome message outlining how Ultimate Success provides strategic leadership and proactive technical health support to deliver high-performing digital experiences
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A Watch Video option to learn more about the plan
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Key components of the plan, including:
- Success Team
- Success Accelerators
- Mutual Action Plan
It also provides access to learning resources such as Experience League, the Experience League Community, and Premium Learning Subscriptions.
Adobe Success Team
This section displays your dedicated Adobe Success team. Select Contact next to a team member to send an email.
