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I'm using Classic Adobe, and I know I can go to Explorer and manually edit an user's password. But how can I send a reset request or help a user that forgot the password?
I believe you are referring to access to Adobe Console and not Support Portal (https://support.neolane.net/ ).
If its for the Client Console (application), you can only help by resetting user's password manually and then sharing it with him/her.
The Browser based application for Support Portal does have link to 'Forgot Password'.
Hope that helps!