Who is the Proper Support for Admin Console related issues and Workfront?

[Tvasilovic]

There has been several times now over the last year where some strange issue occurs and it is related to something in the Admin Console- the specifics have varied. But I get bounced around between Adobe support, Workfront Support, and some other layer of Adobe support.... I can have three tickets/cases created and closed. If it is an urgent issue this gets a little frustrating. Who should my first point of support be? Support on the Adobe Admin console page (there is no workfront menu option in their ticket form there)? Or Workfront?

[skyehansen]

I'm wondering if this could be dependent on the URL? If you are experiencing issues accessing workfront, it could be a workfront case, and if your issues are more along the lines of something in https://adminconsole.adobe.com/, then it could be considered an admin console case? I don't think there's a hard and fast rule here and probably depends on what the strange issue is?

[Tvasilovic]

You could be correct that it is dependant on the situation, however from my user point of view they have all been issues that did not exist before the move to the Admin Console environment so to me it is all "Admin Console issues".  For instance today, I had an internal user attempt to sign in to workfront. We all internally use SSO. This user somehow was directed to the Adobe Account page and upon investigation a second entry for this user was created in the admin console- two users, same email address, both Federated IDs. To me, that's Adobe Admin console, after waiting for a response I receive notice that my ticket was closed and a new ticket opened with Workfront, the Workfront person then opened another new ticket with Adobe "workfront" support, who then kicked it back to the initial Workfront person. And this is what I have experienced in the past as well.

Meanwhile I have a user needing to log-in and do necessary work before another user leaves town tonight. 

Not a good experience.

[Tvasilovic · Accepted solution]

The support person I worked with yesterday to solve this latest issue informed me that the actual cause of the issue was due to something Adobe is working on to consolidate their support queues!  Maybe this initiative will help alleviate the problems I outlined above.