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Anthony26809520uy2d
Participant
Jun 13, 2023 12:54 PM UTC
Answered

How can my users open a case directly?

Hello,

 

We have an Enterprise ;license, and some times we need to open a case on behalf of our users.  it would be more efficient to have the users open the cases directly with Adobe, as it often leades to remote support that Adobe and the end user need to coordinate.  How can this be accomplished? 

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SuJoshiCorrect answer
Community Manager
Jun 13, 2023 1:39 PM UTC

@Anthony26809520uy2d 

The admin can create a support ticket on behalf of the end user, provide their contact number and add the user's email ID to the Watchers list. The end-users will get all the updates, and they can reply to all the communication.

If you still want them to create a support ticket, as a workaround, you can give them the Support Admin role, using which they can access the admin console and create their own support ticket however, I don't think this is a feasible solution.

 

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Community Manager
SuJoshiCommunity ManagerCorrect answer
Community Manager
Jun 13, 2023 1:39 PM UTC

@Anthony26809520uy2d 

The admin can create a support ticket on behalf of the end user, provide their contact number and add the user's email ID to the Watchers list. The end-users will get all the updates, and they can reply to all the communication.

If you still want them to create a support ticket, as a workaround, you can give them the Support Admin role, using which they can access the admin console and create their own support ticket however, I don't think this is a feasible solution.

 

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