In the Adobe Admin Console centralise all incidents and requests received by adobe support no matter whether they are raised directly in the portal or raised via email or via phone or any other method.

This will allow the admins of Organisations to see all requests/incidents raised by their colleagues in their organisation enabling them to centrally manage and responded to timely; this is especially important when issues are long running and may be handed over to different people or third party IT support suppliers within an organisation.