Why is there no support available for Adobe Captivate 2017

Allen,

Thank you for your reply, but I believe it might be my fault for not elaborating further, but your reply does give me that ability.  The reason i say this is the method of support you just described is the reason I made the statement.  I work for a company which has three layers for each piece of software and the model you stated for support does not work in that type of enterprise situation. 

Let me break it out why:

Level 1 - Purchasing

     Purchasing uses their own Adobe ID to purchase the enterprise software licenses.  Due that is breaks support for Captivate right off the bat since now only the purchasing department can connect support by phone or email and when was the last time purchasing supported software.

Level 2 - IT Department

     The IT department, using a different Enterprise Adobe Id, the point at which I work, has to be able to deploy the software and support the end user.  Well there are no deployment tools for Captivate since Adobe moved it out of the Creative Cloud, so deployment is messed up now in enterprise environments.  Also since the Adobe Id that the software was purchased under was purchasing's Enterprise Id, IT only gets the Community for support.

Level 3 - The User

     At this point it should be every easy to see how this affects the user.  They get no support anywhere since they have no attachment to Captivate other than they are the ones actually using the software.  the Adobe Id is purchasing and IT can help since they have no support from Adobe.

So now you can see how I say there is no support for Adobe Captivate, because unless you are the one the software is purchased by, you are left with the community.  This is a horrible change by Adobe for a product that is highly used in the enterprise environment, especially in Universities.  Not sure what answer you can give me on this, but I hope that maybe I have missed something, but I cannot find it.

So until Captivate and Adobe change their method for the enterprise, I am really without support.

Brian

I think there are a few aspects to this question:

Firstly, it's a lot cheaper for Adobe to set up a user forum where end user's support each other than it is to run a 24/7 Help Desk staffed by people who know all the answers. To put it bluntly, if you can get unpaid people to willingly do the work and replace the paid employees, then that makes the company accountants smile.

Secondly, the reason that Adobe's Help Desk people DON'T know those answers is that the good people that develop and support the Captivate application do not build e-learning courses for a living.  People who actually DO build courses for a living have specialised work processes as well as a different view of the software world to the programmers.  So, people who use the app for their day-to-day work can sometimes be a lot more help than the programmers in the pit, who might only have worked on one small part of the overall application.

Thirdly, like many Adobe software applications, this one is mainly programmed in India by developers for whom English (or German or Spanish or French) is not their native tongue.  So, staffing the Help Desk with multi-lingual support people who also know all the answers, just adds another layer of impossibility to the task.