Experience League support release notes

Customers in Japan can now get phone-based (IVR) support from a new AI Voice Assistant during evenings, nights, and weekends, when live agents are not available. Natural speech in Japanese is supported—no keywords or menu navigation required.

The AI Voice Assistant can instantly check case status, telling you whether your case is still under investigation, waiting on more information, or resolved.

The AI Voice Assistant can share the most recent notes or progress logged on your case, providing visibility into activity without waiting for a callback or email.

For major outages or serious business impact, the assistant can escalate your case to P1 (Critical) priority.

You can request a callback from an Adobe Support engineer at any time through the assistant.

If the assistant asks technical questions to understand your issue (error messages, reproduction steps, etc.), your answers are automatically saved to your case notes, eliminating the need to repeat them to the next engineer.

The redesigned Experience League Support Portal is now set as the default experience for all users. When accessing the support application, users are automatically directed to the redesigned portal.

The UI switcher label has been updated from Try the New Home Page to Return to the Previous Experience for greater clarity.

Portal preferences continue to be saved and applied based on the Return to the Previous Experience switcher selection, so users are directed to their last-selected portal experience on every visit.

A new All Time option has been introduced in the Time Range filter dropdown on the My Cases page, allowing the complete case history to be viewed beyond the last 24 months.

The Adobe Commerce System Insights widget on the case creation form has been repositioned to appear above the AI Recommendations section in the right sidebar.

Open Case is now available directly within the redesigned Experience League Support Portal. Customers can create and submit cases without leaving the redesigned portal.

The case creation experience in the redesigned portal now includes AI Chat, allowing customers to describe their issue conversationally and receive guided assistance while creating a case. This AI Chat experience is the same one previously available in the current Experience League Support portal (see the July 09, 2026 entry below).

The My Cases page has been refreshed with a new interface, distinct from the current Experience League Support portal. Two toggles - My Cases and My Org Cases - let you switch between viewing cases you’ve submitted and all cases submitted across your organization.

Multiple new filters are available on the My Cases page, an upgrade over the filtering options available in the current portal.

By default, the My Cases page displays all cases. Use the available filters to narrow down and shortlist cases as needed.

The My Cases page now offers improved performance, with faster load times.

A Time Range filter has been added and defaults to the last 3 months to improve page load performance. Adjust the filter to view cases outside this default range.

The combined Opened/Closed Date column from the current portal has been split into two separate columns - Opened Date and Closed Date - on the redesigned My Cases page.

A new Last Update column has been added to the My Cases page, showing the date of the most recent activity on each case.

To keep key updates easily accessible at the top of the case activity feed, you can now pin comments on the Case Details page.

Portal preference is now saved automatically based on your last Try the New Homepage toggle selection.

If the toggle was turned on during your last session, you’re taken directly to the redesigned portal on your next login, and the legacy portal is not loaded.

If the toggle was turned off, you continue to land on the legacy portal as usual.

A new AI Chat interface is now available on Experience League Support as an opt-in alternative to the classic case creation form, allowing customers to describe their issue conversationally instead of filling out structured fields. The classic form remains fully available and this experience does not replace it.

AI Chat supports both typed input and speech-to-text, enabling hands-free interaction for a more accessible and flexible case creation experience.

AI Chat guides customers through case creation by asking targeted follow-up questions to gather required details, such as reproduction steps, dynamically adapting the conversation flow based on user responses.

Before creating a case, AI Chat proactively surfaces relevant knowledge base articles and known solutions based on the issue description, enabling faster self-service resolution. If no solution is found, AI Chat continues seamlessly toward case creation.

Once sufficient information is gathered, AI Chat automatically generates a structured case draft, including the title, description, and reproduction steps, for the customer to review before submission.

All cases submitted via AI Chat are processed through the same backend workflows as cases submitted through the classic form, ensuring no changes in how support teams receive or handle cases.

Customers can manage existing support cases conversationally, including retrieving case summaries, checking status and priority, viewing open cases grouped by priority level, and requesting follow-up actions such as escalations or callbacks.

All support actions available in the classic portal, including escalations and callback requests, are accessible through conversational commands in AI Chat.

The redesigned Experience League Support Portal is now available for Adobe Commerce users.

When the My Org Cases toggle is selected in the Service Analytics section, the My Submitted Cases section displays the three most recent cases submitted across the organization. Selecting View all cases opens the My Org Cases page in the Experience League Support Portal with the My Organization’s Cases (All) filter preselected.

The Cases Count by Priority chart now provides a more detailed breakdown on hover. Hovering over a priority segment displays a tooltip showing the total number of cases, along with the number of open and closed cases.

The Product Status widget now supports interactive product filtering. System status alerts can be filtered by selecting one or more products directly from the Home page. Selecting a product in this widget no longer redirects to status.adobe.com.

The Product Status widget now lists products in a more intuitive order. Products with active issues appear first, followed by the remaining products sorted alphabetically.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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 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.

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

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

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

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