Help desk Emails

[JTW Jr]

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 ?

[Guest]

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

[JTW Jr]

Thanks Heyward.

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