New Acrobat Sign Support Experience for Accounts yet to Migrate

Contacting Acrobat Sign Support using the new process for accounts that have yet to migrate.

All support requests must be submitted via an Admin (group or account level) - End-users (in multi-user accounts) must contact their group or account administrators to submit new support requests. Only admins have the authority to request changes to the system. By limiting new case creation to admins only, there is less thrashing to get authorization to begin corrective work.

Administrators can request that other parties be included as contributors to the case by:

• Including the email address(es) when the support case is created.
• CCing any other users when replying to the case email.
• Forward a case email to another user and have them use that email to reply to the support team.

The process and interface

Unresolved tickets between September 1 and September 17, 2024​

If you have an unresolved ticket with Support beyond September 1st,2024, your ticket history and conversation will be manually moved to another system by the assigned support agent, who will confirm the move prior to and after. Future communications between you and Support regarding the unresolved issue will happen on the new system.

Known issues

1. No Case Management: You can contact Adobe Support at any time to check on the progress of a Support request.​
2. Links in emails from Support: You may notice links in the footer of emails sent by Adobe Support. These links may redirect to a page you may not have access to. ​
3. Communication after ticket closure: If you need to follow up on a Support ticket after it's closed, please create a new Support request following the process outlined above and include the previous ticket ID. Replying to a closed ticket will not reach Support.
4. Do not re-submit webform requests: If additional information needs to be shared after a webform is submitted or if there was a typo in the request, please wait for a support agent to contact you. You can then update the agent with additional information. 
   
5. Admins with public domain email addresses: If you contact Support using a public domain email address and are an Acrobat Sign Enterprise account or group administrator, Support may include another administrator's non-public domain email address from your account in the response.​
6. Non-admins: Only admins of an Acrobat Sign Enterprise subscription which is not yet on a VIP, VIP Custom or ETLA are authorized to contact Acrobat Sign Support via the above-mentioned workflow. No response will be sent by Support if the requestor is not an account or group admin of such a subscription.​

Adobe strongly encourages you to work with your account manager, Client Success Manager, or Adobe Support as soon as possible to migrate your users to a VIP, VIP Custom, or ETLA console and benefit from our advanced Support workflows documented here.