Beginning on June 15, 2024, customers in Okta for Government Moderate environments can use the GovCloud Okta Help Center to access Okta support and view the status of Okta services. For more details, refer to GovCloud Okta Help Center Overview.

This article outlines the case management functionality on the GovCloud Okta Help Center. 

• Gov Cloud Okta Help Center
• Managing Support Cases
• Open a Case Journey

Accessing the Okta GovCloud Okta Help Center

Authentication is required to access the GovCloud Okta Help Center. By default, Super Admins with the Okta service in the appropriate cells, and Admins with the Case Admin permission, are provisioned with access to the GovCloud Okta Help Center. 

To access the Help Center, log in to the Okta Admin Console, click the "?" icon, then click Help Center.

Additional important information about accessing the GovCloud Okta Help Center

NOTE: Okta’s regulated environments are as follows: Okta for Government Moderate service, Okta for Government High service, and Okta for U.S. Military service.

• Customers may have Okta service in Okta’s regulated cells and commercial cells (for example, OP3). In that scenario:
  • If needed, Okta Super Admins should designate specific users to have access to the GovCloud and commercial Okta Help Centers. To enter, view, and manage cases, Admins must have the Case Admin Permission. The Super Admin will need to access the Okta Admin Dashboard for the appropriate cell to set this permission. 
  • When an Okta admin opens a case for a regulated cell, the case will be created in the GovCloud Okta Help Center.
  • When an Okta admin opens a case for a commercial cell, the case will be created in the commercial Okta Help Center.
  • There is no unified view of support cases across both the GovCloud and commercial Okta Help Centers.
  • Customers with this scenario need to be mindful of which Okta cell’s Admin Dashboard they are logged into so they can access and open the appropriate support cases.

• Customers may have Okta service only in Okta-regulated cells. In that scenario:
  • If needed, Okta Super Admins should designate specific users with the Case Admin Permission to access the GovCloud Okta Help Center.
  • Customers cannot log in to the commercial Okta Help Center using admin accounts associated with Okta’s regulated cells.
  • As of February 27, 2025, support Knowledge Base Articles are now available on the GovCloud Okta Help Center. Refer to Knowledge Base Articles on the GovCloud Okta Help Center for more details.
  • If customers wish to access the commercial Okta Help Center to take advantage of Okta’s digital resources, including the Okta Community (including Okta Ideas), Learning Portal, and similar online resources requiring a login, please self-register for a free Okta Digital Experience Account. Federal customers are indeed Okta customers, but they will need to follow the steps outlined in the "How to Create a Community-Only Account on the Okta Help Center" article and select the "Not yet an Okta customer" option to create their free digital experience account.

Open a Case

There are no changes on how to open a case. For a refresher on the process, see How to Create a Support Case. With the changes in case access, Okta support cases can only be accessed by the admin user who opens the support case.

Beginning on June 15, 2024, new Case Admin Permission and Elevated Support Contact role functionality is available on the GovCloud Okta Help Center. This functionality was released to the commercial Okta Help Center on May 1, 2024. For more information, please see New Case Admin Permission and Elevated Support Functionality on the Okta Help Center.

Update a Case

There are no significant changes in how a case is managed. For a refresher, please see How to Manage a Support Case.

Support Cases opened before June 15, 2024, for Okta for Government Moderate users moved to the GovCloud Okta Help Center. Existing cases will have a new case number. Admins will be able to search for existing cases by Case Subject or view them. Admins will be required to have the Case Admin Permission to be able to manage cases.

Uploading Files to a Case

A sanitizer tool is built in when uploading related support files. Even with this tool, please acknowledge that identifying sensitive data for redaction in trace files (for example, HAR and SAML) remains the user's or admin's responsibility. Attachments are automatically deleted seven days after a case is closed.
 

Case Communications

Once a case is created, communications for case-related activity are via Case Posts, which can only be accessed from within the GovCloud Okta Help Center. Customers will be notified about Case Posts through emails from Okta Support. These emails will only contain a link to the case and ask customers to review the Case Post. 

Emails from Okta Support will not include any substantive data related to a case. Okta recommends that customers use Case Posts or phone calls as the primary means of communication with Okta Support, rather than email. 

There is no change to customers’ ability to call 24/7/365 and reach Okta's U.S.-based Support Team to open, update, and work on support tickets.
 

Related References

• GovCloud Okta Help Center Overview
• GovCloud Okta Help Center Service Status
• Knowledge Base Articles on the GovCloud Okta Help Center
• Okta Public Sector Product Hub Page
• New Case Admin Permission and Elevated Support Functionality on the Okta Help Center
• Assigning the Case Admin Permission to Okta Admins 
• Adding Elevated Support Contacts on the Okta Help Center