DocumentationWorkfrontWorkfront Guide

Contact Customer Support

Last update: Mon Oct 07 2024 00:00:00 GMT+0000 (Coordinated Universal Time)

CREATED FOR:

  • User

As an Adobe Workfront customer, you can contact the Workfront Customer Support team by phone or by submitting a ticket online.

NOTE
For critical issues, contact Workfront Customer Support by phone.

Phone

You can contact Workfront Customer Support 7 days a week, 24 hours a day, through the following numbers:

  • US: 844-306-HELP(4357)
  • EMEA: +44 1256 274200
  • Australia: +61 1800 849259

Web

You can submit a support ticket from the self-serve Experience League portal.

IMPORTANT
Only authorized support contacts (or support entitled users) can submit online support tickets.

  1. From the Experience League website, click Support at the top of the page.

    The Support page opens.

    From the Support homepage, you can navigate to your open support cases, log a new case, view the top Support articles, or access additional learning sources.

  1. Click Open Ticket in the left sidebar.
    The case creation page opens where you can enter your product name (Adobe Workfront, Adobe Workfront Fusion, etc.), case title, and case description.

    note tip
    TIP
    Be as descriptive as possible when describing the issue you are facing to help us expedite the troubleshooting process.

  2. Fill in the information for the following fields to provide us with more specific details:

    • Case Priority (Low, Medium, High, Critical)
    • Case Product (DAM, Fusion, Goals, etc.)
    • Environment (Production, Preview, Sandbox, etc.)
    • Customer Region (Americas, EMEA, APAC)

  3. Upload any relevant files, then click Submit case.

    The case is submmitted, and the My cases page displays.

If you have any questions or problems submitting a request, call the Customer Support team.

View and manage your support cases

  1. Navigate to the My Cases page. This page opens when you submit a case, or you can open it by clicking My Cases in the left navigation.

  2. (Optional) Use the options at the top of the page to filter by Product (Experience Cloud solution) or case Status (Open or Closed). You can also use the search box to search for any keywords pertaining to your support cases.

  3. (Optional) To view more details on a case, click the Case Number to access it.

    The case view opens.

  4. (Optional) In the case view, review the latest comments with the assigned case owner and add any additional attachments or responses.

  5. (Optional) To escalate the case, click Escalate to management on the right side of the page under Case Detail.

  6. (Optional) To close the case, click the Close case button.

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