Adobe Exchange: Supporting customers with integration questions
Partners are expected to be the primary providers of customer support for the integrations they build. If a partner needs help from Adobe to support a customer, they can…
- Ask the customer to leverage their Adobe support resources by either opening a ticket with Adobe CustomerCare or looping in their Adobe consultant (if applicable) Note: when opening a ticket with CustomerCare it is best to talk about the issue in terms of the Adobe technology, like “I need help with an API permission error we are seeing” not “I need help with my Acme integration” (the CustomerCare team will not usually be helpful when it is framed like the latter)
- Open a ticket with the Exchange support team (Zendesk). The Exchange support team (and Partner Integration team) will not engage on specific customer issues – we do not have bandwidth for that. But we can often answer technical questions for the partner that can help the partner as they troubleshoot with the customer.