Technical Support Options for Students A Guide for Higher Education Enterprise Customers

Expert Sessions

An Expert Session covers a how-to topic to get the user started with a new or unfamiliar feature. Each session is 60 minutes, scheduled at the time of your choosing. Examples of topics include, but are not limited to:

• Remove a background from an image in Photoshop
• How to render video for social media in Adobe Rush
• Format for Printing in InDesign
• Working with Creative Cloud Libraries
• Help with apps and services, updates, plugins and features
• Admin console issues such as managing users, licenses and admin tasks

Best Practices

Before the Support Admin submits the support request for a student, the student should provide the Support Admin with as much detail as possible about the issue, including - if possible - screen grabs or screen recordings. This information can be included with the support request and helps expedite and route the request to a suitable support expert.

Important: Designate Support Admins

Designate a junior member of the IT team or perhaps hire a student to be the “Support Admin”.

This is an official role in the admin console and those assigned this role can ONLY submit and manage support tickets. They cannot impact any other aspect of the console.

Support requests should include:

• Name of product
• Problem description
• Expected result
• Frequency of issue
• Hardware/OS information
• Student/faculty contact information

Managing Support Tickets

The Adobe Enterprise admin console offers visibility into your support requests. This can be useful for identifying trouble spots and escalating support when necessary.

Best Practices

• Consider a daily or twice-daily cadence for submitting support tickets.
• Add Creative Cloud Support as a selectable topic in your school's helpdesk system.
• Ensure that protocols for obtaining Adobe support are known within your IT organization.
• Get as much detail from the student as possible to add context to the problem and route the issue to the correct support expert.
• Set expectations for the student. The typical response times range from 1 hour (urgent) – 1 business day (minor).
• Inform the student when their ticket will be submitted and advise them to monitor their email (including the junk/spam folder) for outreach from Adobe Support.
• Provide the student with a list of self-service, troubleshooting options (see below). This list could even be posted on an internal help page, and may resolve some of the student support requests before they reach IT.