Adobe Commerce Help Center User Guide

In this guide, learn how to submit a support ticket to the Adobe Commerce Help Center and provide shared access to the Magento accounts.

Major Update: October 14, 2022

WHAT IS THE ADOBE COMMERCE HELP CENTER?

SUPPORT TICKETS

SHARED ACCESS: GRANT PRIVILEGES FOR OTHER USERS TO ACCESS YOUR ACCOUNT

BILLING FAQ FOR ADOBE COMMERCE

MAGENTO U IS NOW PART OF ADOBE DIGITAL LEARNING SERVICES

WHAT IS ADOBE COMMERCE HELP CENTER?

The Adobe Commerce Help Center is a support portal for Adobe Commerce, where qualifying customers can submit and manage support tickets. It is also where you can review troubleshooting articles.

SUPPORT TICKETS

Adobe Commerce Ticketing System allows working with support tickets to address the particular issues you are experiencing while working with Adobe Commerce – for all Adobe Commerce products.

LOG IN TO HELP CENTER

Logging in allows you to submit, update, and respond to questions from agents on support tickets.

To log in to the Adobe Commerce Help Center, follow these steps:

Use your Magento Account credentials to log in. For more information, see Your Magento Account in our user guide.

Submit a support ticket

Once successfully logged in, you may submit a support ticket using the Help Center start page, your Magento Account page, and your Magento Cloud Account page.

Help Center start page

To submit a new support ticket using the starting page of Adobe Commerce Help Center, follow these steps:

You must log in to the Help Center using your Magento Account in order to submit a support ticket. Until you are logged in, the Submit a ticket button will not be displayed.

Magento Account page

To submit a new support ticket using your Magento Account page, follow these steps:

Cloud Console

To submit a new support ticket using the Cloud Console, follow these steps:

Information in your support ticket

The fields, marked with a red asterisk ( * ), are required and must be filled in. If you leave any of those fields empty, you will not be able to submit your ticket.

See Ticket fields explained below for more detailed information.

“Submit a ticket” link not displayed on Adobe Commerce Help Center start page

Issue

You access the Adobe Commerce Help Center and want to submit a support request, but the Submit a ticket link is not displayed on the Help Center start page.

Cause

One of the following might be the cause:

Solution

Log in to Help Center.

The Submit a ticket link will only be displayed for customers with an email linked to a valid support agreement.

Using shared access account

To be able to use shared access account to submit support tickets, you need to perform the following (this needs to be done only once):

Still don’t see the Submit a ticket link

If you don’t have Shared Accounts under the Switch Accounts drop-down list, but you are working for a client who has an Adobe Commerce license, please ask them to grant you Shared Access. For more details review Provide shared access to Magento Account.

If you are an Adobe Commerce license owner, please verify that you don’t have an invoice with Pending Payment status. Support entitlements are automatically granted or revoked according to invoice payment status.

How To Check Your Payment Status:

We provide support only to Adobe Commerce license owners and accounts which have Shared Access to an account with an Adobe Commerce license. If you need support for the Magento Open Source edition, please utilize these self-help technical resources:

If you are having issues logging in to your account or believe Shared Access was set up correctly, but you still cannot see Submit a ticket button, please email Help Center login issues, and we will gladly review your account settings and support entitlements.

“Please verify your email address” error on the Magento Account page

You won’t be able to submit a support ticket if you receive the Please verify your email address error similar to the one below on the Magento Account page.

The solution is to validate your email address:

Ticket submission form: merchant is not displayed in Organization drop-down

Issue

Prerequisites: you have a shared access account granted by a merchant.

Steps to reproduce:

Expected result:

The merchant corresponding to the shared account is listed in the Organization options.

Actual result:

The merchant corresponding to the used shared account is not available in the Organization options.

Solution

After having been granted shared access from the merchant, you need to take the following steps (only once):

Track your tickets

Your tickets are those that you:

View your tickets

To list all your tickets, click your profile menu (upper-right corner) on the Help Center start page and select My tickets.

To switch between your tickets and the tickets you have been CC’d on, click the corresponding tab:

To sort tickets, click Created or Last Activity column headers.

Search for tickets

To find tickets, type your search query in the Search tickets field and press Enter on your keyboard. Select a status for additional filtering.

Follow organization tickets

You may follow the support tickets submitted by the members of your organization.

When you follow your organization tickets, you:

To follow/unfollow tickets for an organization:

Adobe Commerce P1 hotline:anchor-P1-hotline:

Login is required to access the Adobe Commerce P1 hotline article which provides the P1 hotline numbers for Adobe Commerce when seeking help during a P1 incident and explains what information to provide.

Adobe Commerce Shared Responsibility Operational Model

Login is required to access the Adobe Commerce Shared Responsibility Operational Model article which is intended to clarify operational responsibilities around the Adobe Commerce on our pro infrastructure offering only.

Support ticket fields explained

Affected URL

Link to the environment where the Adobe Commerce support team would be able to see your problem. Make sure to start the URL with “http://” or “https://”.

Attachments

Attach logs, screenshots, video recordings, or any other media that may better illustrate your problem.

Backoffice URL (MOM only)

URL must begin with “https://”. It will typically be in the format: merchant name +“.mcom.magento.com/admin/login”, example, “https://luma.mcom.magento.com/admin/login”.

You can also put the direct link related to your issue.

CC

Emails of the persons whom you want to follow your ticket (for example, first@e.mail).

You may add emails of the persons who do not have a Magento Account or a Zendesk account; these persons are still able to contribute to the conversation in your ticket.

To add several emails to CC:

To delete emails from CC: click x in a framed email.

Product

Select the type of Adobe Commerce product you are working with:

Implementation Type

This field will only appear after you’ve selected Product = Adobe Commerce

Please specify your deployment method:

Cloud Project URL

Please provide the URL for the Cloud Console project, for example, https://console.adobecommerce.com/<owner-user-name>/<project-ID>.

Another method to obtain the Project URL is as follows:

Contact reason

Contact reasons vary by product. Choose which contact reason best fits the symptoms you are experiencing. Refer to the Support ticket Contact Reason descriptions article to learn more about what contact reason you should choose.

Adobe Commerce Environment ID

This field will only appear after you’ve selected Contact Reason = Adobe Commerce Cloud Application, followed by Adobe Commerce Application Contact Reason = Live Search.
Go to System > Services > Commerce Services Connector > SaaS Identifier, and provide the Data Space ID.

(Data) Integration type (Adobe Commerce Reporting only)

Select the type of integration you have within Adobe Commerce Reporting. This will help our engineers to more efficiently solve your issue.

Description

Include an overview of your problem with as many details as you find reasonably possible.

Please provide precise details, steps to reproduce (except for Adobe Commerce on-premises and cloud infrastructure, where there is a separate Steps to Reproduce field), and symptoms of your issue or request. Be sure to include any affected SKUs, relevant data points, and any other relevant links.

Environment (Adobe Commerce on cloud infrastructure, Adobe Commerce on-premises, Adobe Commerce Reporting and Shipping only)

Select the environment type on which you face the problem:

Read more about Adobe Commerce on cloud infrastructure environments in the Pro architecture article in our user guide.

Number of orders affected (MOM only)

Select the range of orders that are affected.

This is a drop-down and only applicable for Order Management product.

Organization

Indicate the organization you would like your ticket to be associated with – in case you work with several organizations.

This field appears when your account is associated with more than one organization.

In addition, this would allow us to quickly cross reference similar/duplicated/related tickets submitted for this organization in the past and identify clues that might help with investigating and resolving the current ticket.

If you do have Shared Access to multiple organizations but this field is not available, refer to Ticket submission form: merchant is not displayed in Organization drop-down

Partner name (Merchant name)

For Merchants: Partner Name is the name of the Development Organization (Adobe Commerce Technology Partner or Solution Partner) that participate in developing your Adobe Commerce store.

For Partners: Merchant Name is the name of your Customer.

Project URL (Commerce Cloud only)

Link to the Cloud Console.

Steps to reproduce (Adobe Commerce on-premises and Adobe Commerce on cloud infrastructure only)

Give exact step-by-step instructions to reproduce your problem, including:

Recommendation: Assume that you are writing these steps for someone who knows nothing about Adobe Commerce:

Write in simple language, with short sentences.

Subject

Include a short overview of your problem (for example, Error 404 on all pages ).

Suggested articles: When you input the search term, a list of Adobe Commerece documentation articles that might be related to your problem display. Click an article in the list to open it.

Recommendation: Please carefully consider the proposed articles, they might contain the solution you are expecting to receive from the Adobe Commerce support team.

Version (Adobe Commerce on-premise, Adobe Commerce on cloud infrastructure and Shipping only)

Please select the Adobe Commerce version you are requesting help with. All supported versions of Adobe Commerce are listed at the top. Unsupported versions are listed at the bottom with parentheses. If you are in the process of migration, please select the latest version to ensure you are supported.

To find the version of your Adobe Commerce (cloud infrastructure), scroll down the Cloud Console page and check the lower-middle of the window.

If you are using Elasticsearch or OpenSearch, do not select this option.

To obtain this information, in the Adobe Commerce Admin, go to Marketing > Live Search > GraphQL Playground, scroll down to the bottom of the page, then click on HTTP HEADERS.

Ticket status: How your tickets are processed

Your ticket may have either of these three statuses.

1. Open

Your ticket is not solved and is being processed by the Adobe Commerce support team. When you have provided all the info that is expected from you at a particular step in the conversation, and the next step needs to be taken by Adobe Commerce support, your ticket has the Open status.

2. Awaiting your reply

Adobe Commerce support is expecting information from you.

In your reply, you may specify additional technical details of your issue, provide escalation details, or state if the solution, offered by Adobe Commerce support, has proved helpful for your issue. Make sure you provide your replies as soon as you can since Adobe Commerce support cannot proceed with processing your ticket while it is in the Awaiting your reply status.

Reference the Adobe Commerce support ticket lifecycle policy update article for details about timing and notification policy.

3. Solved

Adobe Commerce support has provided a solution for your issue, and you have agreed it has been helpful. It is you who marks the ticket as Solved. If the fixed issue occurs again, you may reopen the ticket, setting its status to back to Open.

Conversation in your ticket

Conversation in your ticket unites all comments written by you or the Adobe Commerce support team. Comments are displayed from latest (on top) to earliest (bottom).

To add a comment to the conversation, follow these steps:

Resolve your ticket

To resolve your ticket, click Mark as solved at the bottom of your ticket.

Open a follow-up ticket

Opening a follow-up ticket will ensure that the original issue is linked to the follow-up ticket for continuity.

To open a follow-up ticket, click the “create a follow-up” link at the bottom of the ticket you wish to create a follow up to.

SHARED ACCESS: GRANT PRIVILEGES FOR OTHER USERS TO ACCESS YOUR ACCOUNT

You may grant limited access to your account for other Magento Account holders. In particular, using the shared access functionality, you may provide privileges for trusted employees and service providers to use your Help Center account so that they could work with your support tickets.

You can provide and manage shared access using your Magento Account page at https://account.magento.com.

Who can provide shared access

Only the Account Owner (Primary Account Holder) with the according privileges can provide shared access for other users.

Managing users and their access is the customer’s responsibility, especially in the shared access perspective. Thus, the Adobe Commerce support team cannot provide shared access to a Magento Account on behalf of a Customer. Customers are encouraged to add users with shared access themselves, using the Magento Account page.

Users who have been provided with shared access cannot transfer or grant such access to other users.

Provide shared access

See the Sharing Your Account section of Adobe Commerce User Guide for detailed steps on setting up a shared account.

After providing shared access for a new user, the related information is available in Shared Access > Manage Permissions of your Magento Account page.

Revoke (delete) shared access

How to delete users who were granted shared access via a Cloud project?

Affected products and versions

Cause

If you have/had an Adobe Commerce Cloud project and had added a user to the project, they would have been automatically granted Shared Access on the Project Owner’s MAGE ID. This would normally be indicated in the Share Name column, showing Cloud Shared Access from MAG[XYZ].

If the DELETE link is missing, that means that Shared Access was automatically granted through Commerce Cloud.

Solution

It’s not possible to delete the list of Shared Access users with the Share Name of Cloud Shared Access from MAG[XYZ] if the Shared Access wasn’t added/given on this page. These are retained for informational/audit purposes.

However, once you have revoked the permissions on those Shared Access users, they will no longer have that access.

For more information, please refer to the Manage User Access documentation on our Commerce on Cloud Infrastructure Guide.

Access shared account (switch accounts)

To use the shared access provided for you, follow these steps:

To know which account you are currently using (your own native account or shared access), see the Switch Accounts menu: it displays the active account.

Shared access troubleshooting

Please refer to the Shared access troubleshooting article in our support knowledge base.

BILLING FAQ FOR ADOBE COMMERCE

Merchants typically pay for our services by a credit card (CC) transaction, and this Billing FAQ for Adobe Commerce is a resource to assist you when you pay your bill.

MAGENTO U IS NOW PART OF ADOBE DIGITAL LEARNING SERVICES

Magento U has merged with Adobe Digital Learning Services (ADLS).

Magento U Zendesk will be phased out.