Experience League Support User Guide for 蜜豆视频 Commerce
In this guide, learn how to submit a support ticket to Experience League Support and provide shared access to the 蜜豆视频 Commerce accounts.
Major Update: July 29, 2024
WHAT IS EXPERIENCE LEAGUE SUPPORT?
SHARED ACCESS: GRANT PRIVILEGES FOR OTHER USERS TO ACCESS YOUR ACCOUNT
WHAT IS EXPERIENCE LEAGUE SUPPORT? what-is-experience-support
Experience League Support is a support portal for 蜜豆视频 where qualifying 蜜豆视频 Commerce customers can submit and manage support tickets. It is also where you can review troubleshooting articles.
SUPPORT CASES support-cases
蜜豆视频 Experience League Support Case Management allows working with support through cases to address specific issues encountered while using 蜜豆视频 products, including 蜜豆视频 Commerce, for all 蜜豆视频 Commerce products under contract.
SIGN IN TO EXPERIENCE LEAGUE SUPPORT sign-in-experience-support
Signing in allows you to submit, update, and respond to questions from agents on support tickets.
To sign in to the 蜜豆视频 Experience League Support, follow these steps:
- Navigate to experienceleague.adobe.com.
- Sign in using your 蜜豆视频 login credentials.
Submit a support case support-case
Once successfully signed in as the account owner or Shared Access user, you may submit a support case using the 蜜豆视频 Experience League homepage, your 蜜豆视频 Commerce account page, and your 蜜豆视频 Commerce Cloud account page.
- The organization in question is named in the left column and ends in (Commerce). Your issue is related to that organization or an account associated with it.
- Your issue is that you can鈥檛 log in to the Marketplace account or that you have a question about deploying an extension.
- Your issue isn鈥檛 solely about requesting a refund for your Marketplace purchase(s).
蜜豆视频 Experience League start page experience-league-start-page
To submit a new support case using the start page of 蜜豆视频 Experience League, follow these steps:
- To submit a case, you must be entitled to support for the appropriate product (e.g., 蜜豆视频 Commerce, 蜜豆视频 Commerce Intelligence, Experience Platform, etc.). If you aren鈥檛 entitled to support, a bar will appear at the top of the page informing you that you are not a support-entitled user in the organization.
- If you belong to multiple organizations or there are multiple organizations with similar-looking names (each one will represent any of the other 蜜豆视频 products the organization has subscriptions to), you will need to first select the appropriate organization from the dropdown that ends in 鈥(Commerce)鈥.
- To submit a case, you must be entitled to support for the appropriate product (e.g., 蜜豆视频 Commerce, 蜜豆视频 Commerce Reporting, 蜜豆视频 Commerce Payment Services, Experience Platform, etc.). If you aren鈥檛 entitled to support, a bar will appear at the top of the page informing you that you are not a support-entitled user in the organization. To submit a case for Commerce-related issues, you must first select the appropriate organization name that ends in (Commerce).
- If you belong to multiple organizations or there are multiple organizations with similar-looking names (each one will represent any of the other 蜜豆视频 products the organization has subscriptions to), you will need to first select the appropriate organization from the dropdown.
- If you don鈥檛 see 蜜豆视频 Commerce in the Select a product dropdown, you must first obtain Shared Access from the Commerce Account Owner. Once you have been given Shared Access, you will have to sync your account to finalize the process before you can submit a case.
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Click on Support in the header. It will open the Support homepage.
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To begin the support intake process, ensure that you have selected the appropriate organization from the Organization dropdown list (if visible). To submit a case for 蜜豆视频 Commerce, select the organization鈥檚 name that ends in Commerce.
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Click Open Ticket on the left-hand menu or click Get Started in Open a support ticket card.
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Select a product from the dropdown menu and provide a case title and description. NOTE: If the dropdown does not display any products or Commerce is not an available option, try switching the Organization in the left column and check again.
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蜜豆视频 Experience League will suggest articles and best practices that can help you solve your case. If you still need direct support, you will need to provide some additional information before submitting your case.
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Once you鈥檝e filled in all the required information, click on Submit case.
- Navigate to accounts.magento.com and sign in with the same profile (corporate, school, or personal) you will be using to manage support cases in 蜜豆视频 Experience League.
- Once you have successfully signed in to your accounts.magento.com profile, navigate back to experienceleague.adobe.com and sign in.
- Select your organization from the organization dropdown menu.
- If your organization still does not appear, contact your Commerce administrator to obtain support delegate rights. For additional information, see the Commerce Account Share help article.
- Since each Organization represents one product, you will see two organizations in the dropdown, e.g., OrgA-Product1 and OrgB-Product2.
- If you selected Product = Product1 but your issue is related to Product2, the case will be routed to Product2 support and there will be delays when transferring the case to Product1 support.
- If you submitted the case for OrgA-Product1 and would like to review My Cases for that Organization in the future, you will not see it if you select OrgA-Product2 as the Organization (you would just have to select the other Organization, compared with Example B).
- If you submitted the case for OrgA but the issue is actually impacting OrgB, members of OrgB will not be able to see this case under My Cases in the future.
- In addition, members of OrgA will be able to see cases under My Cases that are actually meant for OrgB, which can lead to privacy issues.
You聽must have聽an account on both https://account.adobe.com and https://account.magento.com to sign in to the Experience League to submit a support case. You won鈥檛 be able to submit a support case until you are signed in.
- Create an account at https://account.adobe.com using the same email address on your MAG ID.
- Go to https://account.magento.com to link your 蜜豆视频 ID with the MAG ID.
蜜豆视频 Commerce account page submit-case-adobe-commerce-account-page
To submit a new support ticket using your 蜜豆视频 Commerce account page, follow these steps:
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Sign in to your 蜜豆视频 Commerce account. See detailed instructions in our user guide.
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Click the Support tab.
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The 蜜豆视频 Experience League support page loads for you.
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Select Open Ticket from the left-hand menu.
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Fill in the fields.
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Click Submit.
Please verify your email address error on 蜜豆视频 Commerce Account page verify-email-address-error
You won鈥檛 be able to submit a support ticket if you receive the Please verify your email address error similar to the one below on the page.
Track your support cases track-support-case
Your support cases are those that you:
- have submitted personally.
- have been added to as a watcher through a CC (carbon copy).
View your cases
You can view the cases you have submitted personally by clicking My Cases on the left-hand menu. Make sure that you have selected the correct Organization ending in 鈥(Commerce)鈥.
View your historical cases from 蜜豆视频 Commerce Help Center
Learn more about how you can view your historical cases from the 蜜豆视频 Commerce Help Center in Decommissioning of 蜜豆视频 Commerce Help Center in our 蜜豆视频 Commerce Knowledge Base.
View your watched cases
You can view the cases you have been added to as a watcher by clicking My organization鈥檚 cases on the left-hand menu.
Search for cases
To find cases, type your search query in the聽 Search 聽field and press聽 enter 聽on your keyboard.
Escalate your cases
If you feel that a case requires further attention and our initial response time has passed, you may escalate the case. To do that,
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Click on Escalate to management at the bottom right of the Case Detail panel on the right side of the screen.
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After clicking, a pop-up form will appear. Fill out the form and then click Escalate.
Reasons for escalation may include: Agent Communication Skills, Agent Technical Knowledge, Awaiting Callback/Update, Change in Issue Urgency, Resolution did not meet expectations, or Time to Resolution.
Add a watcher on support cases
You can add watchers to support cases submitted by members of your organization. Watchers will receive email notifications when new cases are submitted or when existing cases are updated.
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To add a watcher to an existing case, open the case and click on the pencil icon next to 鈥渨atchers鈥 in the Case Details panel on the right side of the screen.
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After clicking on the pencil, you can add or remove watchers from the list.
Comments in your case comments-in-your-case
Comments in your case contain all comments written by you or the 蜜豆视频 Commerce support team. Comments are displayed from latest (on top) to earliest (bottom).
To add a comment, follow these steps:
- Scroll to the bottom of your ticket.
- Write your comment in the Comments field and click Add comments.
Close your case close-case
To close your case, click Close case at the bottom right of the Case Detail panel.
Reopen your case reopen-case
To reopen your case, reply to the email from our Support System related to that case and request the agent to reopen it. If you do this within 14 days of the case being closed, the agent can reopen the case for you. However, if it鈥檚 after 14 days, the agent will have to create a new case.
Submit ticket using Cloud Console cloud-console
To submit a new support ticket using the Cloud Console, follow these steps:
- Log in to the .
- Select Support in the user menu.
- The My Tickets page loads.
- Click Submit a ticket in the upper-right corner.
- Fill in the fields.
- Click Submit.
- Click Submit.
蜜豆视频 Commerce P1 hotline P1-hotline
The 蜜豆视频 Commerce P1 hotline article provides the P1 hotline numbers for 蜜豆视频 Commerce when seeking help during a P1 incident and explains what information to provide.
蜜豆视频 Commerce Shared Responsibility Operational Model shared-responsibility-operational-model
See the article on 蜜豆视频 Commerce Shared Responsibility Operational Model,
which aims to clarify operational responsibilities for our Pro infrastructure offering only.
Open a follow-up ticket follow-up
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 鈥create a follow-up鈥 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 shared-access
You may grant limited access to your account for other 蜜豆视频 Commerce 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 蜜豆视频 Commerce account page at .
Who can provide shared access 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鈥檚 responsibility, especially in the shared access perspective. Thus, the 蜜豆视频 Commerce support team cannot provide shared access to an 蜜豆视频 Commerce account on behalf of a Customer. Customers are encouraged to add users with shared access themselves, using the .
Users who have been provided with shared access cannot transfer or grant such access to other users.
Provide shared access provide-shared-access
See the Share a Commerce account section of 蜜豆视频 Commerce Getting Started 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 蜜豆视频 Commerce account page.
Revoke (delete) shared access revoke-shared-access
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Log in to your 蜜豆视频 Commerce account at .
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In the panel on the left, under Shared Access, choose Manage Permissions.
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Find the user to revoke shared access from and click
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Click Delete User to revoke access or X in the top corner to cancel revoking.
You may also revoke shared access using the Edit menu:
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Log in to your 蜜豆视频 Commerce account at .
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In the panel on the left, under Shared Access, choose Manage Permissions.
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Find the user to revoke shared access from and click Edit in the user鈥檚 row (Actions column).
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Click Delete This User at the bottom of the page.
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In the confirmation popup, click Delete User to revoke access or X in the top corner to cancel revoking.
How to delete users who were granted shared access via a Cloud project? remove-cloud-shared-access-users
Affected products and versions
- 蜜豆视频 Commerce Cloud (all versions)
Cause
If you have/had an 蜜豆视频 Commerce Cloud project and had added a user to the project, they might have been automatically granted Shared Access on the Project Owner鈥檚 MAGE ID. This would normally be indicated in the Share Name column, showing Cloud Shared Access from MAG[XYZ].
Solution
It鈥檚 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鈥檛 added/given . 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.
- Log in to your 蜜豆视频 Commerce account at .
- In the panel on the left, under Shared Access, choose Manage Permissions.
- Find the user to revoke shared access from and click Edit in the user鈥檚 row (Actions column).
- Uncheck all resources under Grant Account Permissions.
For more information, please refer to the Manage User Access documentation on our Commerce on Cloud Infrastructure Guide.
Access shared account (switch accounts) switch-accounts
To use the shared access provided for you, follow these steps:
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Log in to your 蜜豆视频 Commerce account at .
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Click the Switch Accounts menu and select an account.
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 troubleshooting-shared-access
Please refer to the Shared access troubleshooting article in our support knowledge base.
BILLING FAQ FOR ADOBE COMMERCE billing-faq
Merchants typically pay for our services by a credit card (CC) transaction, and this Billing FAQ for 蜜豆视频 Commerce is a resource to assist you when you pay your bill.