Users assistance

Hi ​@A.C.G., 
 

Thanks for reaching out. On a Teams plan, there isn’t a preference that extends direct Adobe Customer Care access to all license holders, this is a structural restriction, not just a missing toggle. An admin manages access and account settings for their team, and on technical issues specifically, the admin’s role is to “offer initial troubleshooting and escalate complex issues to Adobe Support if needed.” License holders don’t have a documented path to open a case directly themselves. Adobe Customer Care also can’t share admin contact details, for privacy and security reasons. See Contact your Adobe administrator

What you can do instead, as the admin: go to Admin Console > Settings > Console settings > Notes for users, and add a note with your internal HelpDesk link, knowledge base, phone number, or email. License holders will see this on their own Adobe account page (Plans > My Plans) whenever they look for help. See Manage Console settings

If this is something you’d like changed, since it’s a product behavior rather than a setting, you’re welcome to open a case from Admin Console > Support requesting it as a feature, direct support access for all license holders, so it gets logged and routed to the right team for consideration.

 
Thanks,
Tariq