How do I open a ticket with Adobe Support?

Posted on by ianjustingetconnect

It can sometimes be a little challenging to navigate through the adobe.com web site to the right place to log a support call for the Adobe Connect products.  Below is some information that I will continue to update as I discover tips and tricks related to Adobe Support.

Please also consider looking over the Blog Post here on ‘What is a good process for solving a Connect issue?’.  This may just solve the issue for you without contacting or waiting for a response from the support team.

Support Programs – This post is primarily related to regular support on the Hosted Adobe system.  If you have purchased one of the premium support packages from Adobe, please refer to the documentation you received for your specific contact and support program information.

Using the Adobe Connect Support Wizard
Initially, you should use the Support Wizard at this link.  From here you can access the most common current issues and self-service pages with solutions.  Select a topic from the drop-down list (Figure 1) and then from the next list you might see your specific challenge (Figure 2).

When you click on one of the sub-topics you will be taken to a resource that covers that subject.

Figure 1

Figure 2

If you still cannot find the solution, click on the ‘I still need help..’ button at the bottom of the wizard.

Now you will be presented with the options to contact an agent for support (Figure 3).  These options are as follows:

  • Ask our experts – This option will take you to the connect Forums and from here you can ask questions and search for previous conversations on Connect.
  • Chat with an Agent – This will open a live chat with an agent and this is a good way to get into a conversation quickly.  You will be asked to qualify some information before the chat begins (Figure 4)
  •  Call an agent – This will present you with a list of phone numbers to live agents based on your region.

Figure 3

Figure 4

Track my Support Cases
You can track your support cases by logging into the Adobe Portal with your Adobe ID and password at this link.  Follow the instructions on this page to track your support cases.

IMPORTANT – You will need to login with your Adobe ID, you will not login with your Connect Account login.  It is also good to note that the message on the portal site is intended for all Adobe clients and is can be misleading for Connect users.
You will hear back from Adobe based upon the support program you have and the times outlined here and based on the communication mode you have suggested.