Starting May 1st, Okta will allow a limited number of admins in the Okta Support Center to designate an Elevated Support Contact, who will have visibility into all support cases associated with the account. This allows select Admins to manage all support cases, which was previously removed as part of our Change in Case Access in January 2024.

NOTE: For Okta for Government High customers (referred to as Okta’s OG1 cell) and Okta for U.S. Military customers (referred to as Okta’s OM1 cell) who use the GovCloud Okta Support Center, this new functionality will be available starting June 15th, 2024. 

This Elevated Support Contact is not assigned by default. Only Super Admins can assign the Elevated Support Contact and it can only be assigned to Admins who have the Case Admin Permission. For more details on the Case Admin permission, refer to Assigning the Case Admin Permission to Okta Admins.

Super Admins will need to assign this Elevated Support Contact to themselves. This is not assigned by default.

NOTE: After defining the Elevated Support contact, the user must log out and back into the Okta Support Center to see the additional functionality in viewing cases.  

There is a fixed limit on how many admins can be assigned the Elevated Support Contact within an account based on the account’s entitlement. If the limit is reached, remove an existing Elevated Support Contact in order to add an additional one. The limits are the following:

• Basic Success:  5
• Silver Success:  10
• Gold Success: 20

• Super Admins
• Okta Support Center
• Managing Support Cases
• Open a Case Journey

The following are the steps for how a Super Admin can access the Elevated Support Contact Information on the Okta Support Center. 

1. Log into the Okta Support Center. 
2. Under the profile, select My account contacts.
3. Scroll down to see the Elevated Support Contacts. As a Super Admin, you will be able to see the organization’s Elevated Support Contact information.
4. To add an additional contact, select the option for the Search admins button and type the name of the Okta Admin you wish to add.
5. Click on the admin record and select Add Admin
6. The contact will show in the table, and you will receive a pop-up confirmation. 
7. To remove an existing Elevated Support Contact, click on the remove icon. 

Once an Elevated Support Contact is added or removed, an email notification with the updates made is sent. 

NOTE: Once an admin is added as an Elevated Support Contact, they must log out and log back in to the Okta Support Center to see this elevated support functionality available when reviewing support cases.

Related References

• New Case Admin Permission and Elevated Support Functionality on the Okta Support Center. 
• Assigning the Case Admin Permission to Okta Admins.