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Experience League support release notes

Last update: May 26, 2026

CREATED FOR:

  • User
  • Admin

These release notes contain updates to the Experience League support and include:

New New features
Fix Fixes and improvements
Bug Known issues

May 28, 2026 - Expansion of Request a Callback feature

The Request a Callback feature is now available for Adobe Journey Optimizer, Customer Journey Analytics and Real-Time Customer Data Platform product users.

May 26, 2026 - Experience League Support Portal UI Update

  1. A new centralized Home page provides an at-a-glance view of support activity, including case counts by priority, cases awaiting your response, real-time product status, and system alerts in a single dashboard.

  2. The Organization Switcher in the upper-left corner lets you switch between organizations, and the portal automatically updates case data, product status, and support information for the selected organization.

  3. A portal toggle lets you switch between the redesigned portal and the current Experience League Support portal at any time, with both experiences remaining fully synchronized so your case data stays up to date.

  4. You can monitor live operational status for all Adobe products entitled to your organization and filter system alerts by event type, including Major, Minor, Potential, Maintenance, and Announcements.

  5. Ultimate Success plan customers now have access to a dedicated My Success page with details about their Success team and resources to support their engagement with Adobe.

  6. The redesigned Support portal is available for all products except Adobe Commerce.

NOTE
Updates to the Case Creation, Case Details, and My Cases pages are planned for a future release. Until then, these pages will remain available in the current Experience League Support portal.

May 7, 2026 - Expansion of Request a Callback feature

The Request a Callback feature is now available for both Adobe Commerce and Adobe GenStudio. Adobe Commerce customers can conveniently schedule a callback at a time that works best for them, while Adobe GenStudio customers have the option to request either an immediate or a scheduled callback.

April 27, 2026 – Escalation Management and System Insights Enhancements for Adobe Commerce

Escalation Management

  1. Escalation Management on Experience League Support provides a new set of self-service capabilities to give you greater visibility into your support cases with a streamlined, system-driven workflow built around your needs.

  2. Get an instant, AI-powered snapshot of your support case including current status, next steps, key updates, and a full case summary without having to read through the entire case history.

  3. A new Get Help option offers a centralized experience for customers to collaborate seamlessly with Support teams—covering troubleshooting, callback requests, self-service issue urgency updates, and requests for management attention.

  4. Request Immediate Call – For P1-Critical cases, request an immediate callback from a Technical Support Engineer directly from your case list. Simply provide your phone number and a brief description of your issue, and a support engineer will reach out as soon as they are available.

  5. Request a Scheduled Call – For P2-Urgent and P3-Important cases, schedule a web meeting with a Technical Support Engineer at a date and time that works for you. A Microsoft Teams screen share session will be confirmed with all meeting details upon booking.

  6. Change in Issue Urgency - For P3-Important and P4-Minor cases, self-service escalate your case priority from P4-Minor up to P2-Urgent by providing a brief justification. A change in priority request can happen without the ticket resulting in reassignment.

  7. I Have an Issue Not Listed – For all priorities, raise an escalation for any scenario not covered by the above options such as Time to Resolution, Resolution did not meet expectations, Agent Communication Skills, or Agent Technical Knowledge.

System Insights in case creation form for Adobe Commerce

  1. System Insights automatically surfaces detected issues in your environment. It includes performance slowdowns, security risks, and misconfigurations using telemetry data from APIs, New Relic, and Splunk. This helps you identify and resolve issues faster.

  2. System Insights are currently available exclusively for Adobe Commerce on Experience League Support during the case creation process.

  3. Insights are scoped to your specific project instance, ensuring the information surfaced is relevant to your environment.

  4. Insights include a detailed description, steps to resolve, root cause analysis, and links to relevant Adobe documentation.

  5. Users can submit feedback on individual insights to help Adobe continuously improve the accuracy and relevance of System Insights.

April 23, 2026 - Expansion of Request a Callback feature

The Request a Callback feature is now available for Analytics, Admin Console, Audience Manager and Target product users.

April 8, 2026 - Expansion of Request a Callback feature

The Request a Callback feature is now available for Marketo product users.

March 30, 2026 – Enhanced Case Form

New The case form is organized into a guided flow that helps users understand what information is required at each stage:

  • Product Selection
  • Problem Description
  • System Information
  • Priority and Business Impact
  • Contact Information & Watchers List
  • Review and Submit

New Added automatic title generation based on the Issue Description, allowing the title to be generated automatically while still giving users the option to edit it before submitting the case.

New Added an “Is the issue reproducible?” option to help improve troubleshooting. If users select Yes, they are prompted to provide the steps taken to reproduce the issue. If No is selected, users can proceed with the case submission.

New Added an option to indicate whether any recent changes were made to the environment or instance. If Yes is selected, users are prompted to provide additional details about the changes.

New Added Additional Environment Context Fields for entitled products to capture critical details:

  • Marketo

    • Munchkin ID

  • Adobe Target

    • Activity Name
    • Site URL(Tags Property Name)

  • Adobe Analytics

    • RSID
    • Site URL(Tags Property Name) / cURL
    • Workspace Shortlink

  • Adobe Journey Optimizer (AJO)

    • Journey ID or URL/Campaign ID or URL/Channel ID or URL/Offer Decisioning ID or URL
    • Example profile
    • Sandbox Name

  • Real-Time Customer Data Platform (RTCDP)

    • Affected Component ID (Destination ID/Audience ID/Dataset ID/Dataflow ID/Merge Policy ID/Schema ID/Source ID/Batch ID)
    • Example profile
    • Sandbox Name

  • Adobe Experience Platform (AEP)

    • Affected Component ID (Destination ID/Audience ID/Dataset ID/Dataflow ID/Merge Policy ID/Schema ID/Source ID/Batch ID)
    • Example profile
    • Sandbox Name

  • Customer Journey Analytics (CJA)

    • Workspace project URL
    • Connection ID / Error message / Code
    • Data View ID

New Added an AI-Driven Recommendations Panel to display helpful guidance without interrupting the case creation flow.

New Added a Review Summary step to provide a consolidated view of all entered information and allow users to:

  • Review case details in one place
  • Navigate back to previous steps to make edits
  • Return to the summary without losing progress

Fix Renamed Case Description field to “Please describe the issue” for improved clarity.

Fix Added asterisks (*) as mandatory field indicators to ensure completeness and reduce submission errors.

March 18, 2026 - Expansion of Request a Callback feature

Experience League now offers a Request a Callback option, enabling self-service web meeting scheduling with screen sharing capabilities for faster issue resolution.

  • This feature is available for Adobe Experience Manager, Campaign, and Workfront.
  • Customers can schedule meetings at their convenience and receive instant invites.
  • For Adobe Experience Manager P1 cases, immediate callbacks ensure faster engagement during critical issues, helping minimize downtime and business impact.
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