FAQ
What is the Adobe ticketing system?
It is a resource intended to provide the internal customers of Adobe with the means to request design related requests in a focused and efficient way while keeping a record of every interaction.
What is covered by the design services?
Our design services cover areas such as digital and printed, i.e., landing pages, e-mailings, social media campaigns, collateral assets, digital forms, flyers, printed ads, etcetera.
How do I get access to the system?
You can find a registration button at the login page, please fill-up the form with the data requested. If you are authorized as a client by Adobe’s Brand Manager, we will e-mail you informing you about your account activation.
How do the credits work?
Each asset request has a determined number of credits cost, whenever you create an asset ticket request this number of credits will be subtracted from your credit wallet. The quantity of credits available is set according to your monthly plan.
What if I ran out of credits?
Whenever you reach your credits limit the system will generate an extra credit pool, in which every extra credit will be added to keep track of your additional requests.
What if I need to cancel a ticket?
In case you need to cancel an already booked ticket you must check the status of the ticket, you can cancel tickets when they are labeled as “new”, and the credits will be refunded to your wallet. If the request is already “in progress”, please send us a message, we'll review your status and get back to you as soon as possible.
Where can I find the user guide?
You can find a download link at the bottom of the system pages, besides the FAQs button.
What is the workflow chart?
The workflow chart shown on the Users Guide suggest commonly used assets on a digital campaign, you can use this as a reference whenever you create a new campaign.
What are your support hours?
Our business hours are 8 am to 6 pm CST (GMT -6:00) Monday to Friday. We will respond to any support ticket filled outside these hours the next business day.
What is Turn Around Time (TAT)?
TAT is the agreed time to resolve a request, the full TAT per asset is on the Users Guide. There might be instances when the established TAT does not apply due to unforeseen circumstances. In those rare occasions, our agent will reach out to you to explain the reason for the delay and the new expected TAT.
What are natural hours?
It is the time measured from midnight to midnight (GMT -6:00)
I have a request that does not match any of the system categories. I do not know if my request classifies under these categories.
You may send us a message with the details of your request we'll provide you with guidance or open the ticket for you if possible.
I have not received my user credentials.
It could be that your access has not been authorized. Please send us a message we'll review your status and get back to you as soon as possible.
The system notifications are not working. There is an issue with the ticketing system.
Please send us a message detailing the problem. We will contact you as soon as possible.