We are excited to announce that the new Adobe Customer Support Experience for Adobe Experience Manager and Adobe Campaign will launch on May 11th, 2020!
As previously shared, we are working to improve how you interact with Adobe Customer Support, starting with Adobe Experience Manager and Campaign products. Our vision is to streamline the support experience by moving to a single entry point, using the Adobe Admin Console. Once live, your organization will be able to easily access Adobe Customer Support; have greater visibility into your service history via a common system across products; and request help via phone, web and chat through this single portal.
You will become part of the new experience on April 27th or May 11th
Customers will receive 2 emails from Adobe with additional instructions (10 days prior to and on the day of Go-Live) to alert you on which day you will be able to begin submitting tickets
After May 11th the legacy Adobe Experience Manager and Campaign customer case management systems will be decommissioned and customers will be redirected to this page for additional guidance
Customer cases that were open at time of Go-Live will be migrated to the new system to facilitate closure
Hi @kautuk_sahni - I asked this question via our CSM and also over at the Experience Cloud forums, but nobody wants to provide an answer:
Does the new support portal require administrator access to the Admin console like the current Experience Cloud support? or is there new roles we can provide to users who wish to just access the support portal?