Okta provides a centralized Support Center for administrators to create, track, and manage technical support cases. Administrators can access the Okta Support Center from the Admin Console to access help resources and submit support requests using the Help (?) icon.
- Okta Support Center
- Support Case Management
How to open an Okta support case?
To create a support case, follow these steps to submit a case through the administrator dashboard using the Help (?) icon.
- Log in to the Okta Admin Console.
- Click the Help (?) icon and select Support Center.
- Click Get Support and choose Open a Case.
- Complete the required fields in the submission form.
What information is required for a support case?
Complete the sections and provide details for the case. Unless defined as an Elevated Support Contact, an Admin can only review their own cases on the Okta Support Center.
| Field | Required/Optional | Description |
| Priority | Required | Select the priority of the case. |
| Subject | Required | Provide a brief description of the issue. |
| Detailed Description | Required | Include a detailed description with error codes or log files. |
| Steps to Reproduce | Optional | Include any prior troubleshooting performed and steps to reproduce the issue. |
| Okta Org impacted by the issue | Required | Select the Okta Org that is impacted by this issue. |
| Issue Area | Required |
Select the appropriate issue area for the case. Hover over the issue area to see the issue area description. If needed, select the drop-down to see additional Issue areas. NOTE: Choosing the appropriate Issue Area for the case will help ensure it is routed accurately the first time, allowing for faster responses. For more details, refer to Okta Product Description List for Opening Support Cases |
| Scope | Required |
Select who is affected by this issue.
|
| Business Impact | Optional |
Provide the business impact of this issue. |
| Add attachment (up to 2MB) | Optional |
Include any attachments that would be helpful to troubleshoot this issue.
|
| Case email | Required |
All case communications will be sent to this email. |
| Preferred Contact Number | Required |
Preferred case contact number. |
| Preferred Contact Timezone | Required |
Select the preferred contact timezone from the list. |
| Add contact to team | Optional |
Contacts added will receive all email communications related to the case and will be able to respond via email. |
NOTE: The recommended solutions will provide links to Knowledge Base Articles, Product Documentation, and Community Questions related to the case. Review these to help resolve the issue faster.
How to add team members to a case?
Additional contacts can be added to the case using the Add contact to team option. These contacts must be Okta Admins on the Org. They can send and receive email communications related to the case. To allow other admins to receive updates:
- Open the case in the Okta Support Center.
- Use the Add contact to team option.
- The contact must be an existing Okta Admin within the organization.
How to review an existing support case?
To track the status of inquiries, follow these steps to access the case history in the Support Center.
- Log in to the Okta Support Center.
- Click the account menu in the top right.
- Select the My cases option.
Who can manage and access cases in the Support Center?
The Case Admin Permission and Elevated Support Contact are available for customers to assign and control who has access to view, create, and update cases on the Okta Support Center. For more details, refer to New Case Admin Permission and Elevated Support Functionality on the Okta Support Center.
In order to enter and manage cases on the Okta Support Center, Admins are required to have the Case Admin permission. This permission is assigned by default to Super Admins. For details on defining the Case Admin Permission, refer to Assigning the Case Admin Permission to Okta Admins.
Related References
- How to Manage a Support Case
- Overview of the Redesigned Okta Case Submission Form
- Information to Provide When Opening a Support Case
- How to Escalate a Support Case
- New Case Admin Permission and Elevated Support Functionality on the Okta Support Center
- Assigning the Case Admin Permission to Okta Admins
- Adding Elevated Support Contacts on the Okta Support Center
