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J
JTW Jr
Known Participant
October 10, 2011
Question

Help desk Emails

  • October 10, 2011
  • 1 reply
  • 484 views

Can anyone tell me , when they create a case with Adobe Connect help support  , are they able to view details of their call when the case is open ?

I keep getting emails that say :

" This email is in response to support case #0182675247 submitted by JOHN WYLIE. " however , the rest of the email just tells me to login to Adobe Support to resond to this upate , but the email has no update , no information of changes , nothing.

I login in to the help portal , and don't see any updates their either.

Am I missing something ?



    This topic has been closed for replies.

    1 reply

    A
    Anonymous
    October 11, 2011

    John,

    I looked up your case and see that Support solved the video problem. They can edit the video and re-sync the audio and video. The notes show that you requested a call back and I see that they say they will explain it. I gather they did not call you back.

    I do not use the same system as the Support folks use but use a system that I can see what is happening on a ticket and I can escalate. (I'm not in Adobe Support...higher up in the pre-sales technical sales role)

    If you send me you contact info (name, phone number, email address) I can escalate to Tier Two and have them call you directly. 

    I'm sorry you had no response back.

    Heyward  hdrummon@adobe.com

    J
    JTW JrAuthor
    Known Participant
    October 11, 2011

    Thanks Heyward.

    I will send you the info now , I would to know what went wrong for future reference.

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