Beginning on June 15, 2024, customers in Okta for Government Moderate environments (referred to as Okta’s OK5 and OK10 cells) now use the GovCloud Okta Help Center to access Okta Support and to see Okta system status for those services. This important change in how you interact with Okta Support aligns with the Okta Secure Identity Commitment to further harden our corporate infrastructure.

This article summarizes the changes, including the additional features deployed on February 27, 2025

NOTE:  Okta for Government High (referred to as Okta’s OG1 cell) and Okta for U.S. Military (referred to as Okta’s OM1 cell) customers already use the GovCloud Okta Help Center and gained the features and functionality described in this Knowledge Base Article and the articles linked in Related References. 
 

• GovCloud Okta Help Center

New Features Available February 27, 2025

• Primary contacts can receive product and service notification emails. Okta can now send notification emails to primary contacts in regulated environments. Notifications include product and security announcements. For more information on contacts and how to update them, please see Contact Definitions and Review and Update your Company’s Primary Security Contact and CIO/CISO Contact. 

• Access Knowledge Base Articles. Okta’s Support Knowledge Base is now available within the GovCloud Okta Help Center. Choose Knowledge Base from the top navigation and search or filter to find relevant articles. Additionally, when creating a support case, article links will be presented as Recommended Solutions based on the case’s subject and description. For more information, please see Knowledge Base Articles on the GovCloud Okta Help Center. 

• Service status and notifications: View the service status for regulated environments from within the GovCloud Okta Help Center or via the shortcut link: support.okta-gov.com/status (authentication required). As previously communicated on November 7, 2024, admins can enable email notifications for service incidents through Settings > Account > Okta Communications in the Admin Console. 

New Features Available November 7, 2024

• Review and update Primary Security and Primary CIO/CISO contacts in the GovCloud Okta Help Center. Customers can search for and create/edit account contacts using the My Account Contacts page. Please review and update your Primary Security and Primary CIO/CISO contacts. Up-to-date contact information ensures you receive the latest information from Okta. For more information on how Okta uses these contacts and how to update them, please see Leverage the Okta Help Center to Review and Update your Company’s Primary Security Contact and CIO/CISO Contact. Note: Okta’s expected future roadmap includes the ability to send emails to customers in regulated environments using primary contact information. We anticipate releasing this email capability in the March 2025 timeframe.

• Receive email notifications for Okta service trust incidents in regulated environments. Admins with Okta service in regulated environments can receive trust incident email notifications. The notification setting is accessible via the Okta Admin Console. Navigate to Settings > Account > Okta Communications and toggle Trust incidents and updates. This option is enabled by default.

• Access Okta service status for regulated environments via the new shortcut: https://support.okta-gov.com/status. Authentication is required to access regulated cell system status, and users can only see the status of the Okta cell they are associated with. Learn more at the GovCloud Okta Help Center Service Status knowledge base article.

Log in

Log-in is required. Super Admins with Okta service in the appropriate cells and Admins with the Case Admin Permission are provisioned with access to the GovCloud Okta Help Center.

It is recommended you log in from the Okta Admin Console to access the Help Center. Single Sign-On (SSO) is used for authentication when accessing the GovCloud Okta Help Center. We recommend that customers enable MFA to access your Okta Admin Console. 

The direct URL to the GovCloud Okta Help Center is support.okta-gov.com. To access the GovCloud Okta Help Center or the commercial Okta Help Center, users should select their Okta Admin user with service in the appropriate cell. For more information on logging in to the GovCloud Okta Help Center, see the GovCloud Okta Help Center Case Management knowledge base article.

Cases

A support case is associated with an Okta cell, and cases for different cells are not visible across the GovCloud Okta Help Center and the commercial Okta Help Center. The Okta Admin user must select the appropriate Okta cell to open or access a case.

Starting June 15, 2024, access to support cases in the GovCloud Okta Help Center changed. A new Case Admin permission will be required in order for Admins to open a case. This permission allows the user to see only their own cases they have opened within the GovCloud Okta Help Center. This permission is assigned by default to Super Admins. Super Admins can assign this permission to other Okta Admins within their Org. In addition to the new Case Admin Permission, a new Elevated Support Contact was introduced. Okta will provide the ability to designate an Elevated Support Contact to a limited number of Admins in the GovCloud Okta Help Center, who will have visibility into all support cases associated with the account. Refer to New Case Admin Permission and Elevated Support Functionality on the Okta Help Center for more details.

Case email notifications will only include your case number and a link to view the case in the GovCloud Okta Help Center.

When uploading files to cases, there is a built-in file sanitizer tool. Attachments are automatically deleted seven days after a case is closed.

For more details on opening and managing a case on the GovCloud Okta Help Center, refer to the GovCloud Okta Help Center Case Management knowledge base article.

System Status

Similar to Okta service status on status.okta.com, the Okta service status for Okta’s regulated environments will have a page with service status information available on the GovCloud Okta Help Center. 

Reference note: Okta’s regulated environments are as follows: Okta for Government Moderate service in OK5 and OK10 cells, Okta for Government High service in OG1 cell, and Okta for U.S. Military service in OM1 cell.

Authentication is required to access this service status page. Okta Admins can only view the service status information for the cells they are associated with. If an Okta Admin has logins for two different cells, they will need to log in to each to see the service status for the associated cell. 

For more details on the System Status page, refer to GovCloud Okta Help Center Service Status knowledge base article.
 

Frequently Asked Questions

Will a single Admin be able to see all cases across both the commercial Okta Help Center and GovCloud Okta Help Center?

• No. There is no blended view of support cases. Customers that have Okta service in both commercial and regulated environments will need to operate in a hybrid model using the commercial Okta Help Center and the GovCloud Okta Help Center.

How do I ensure I get logged into the appropriate instance of the Okta Help Center for my cell?

• The recommendation is to first log in to the Okta Admin Console as a Super Admin or be an Elevated Support Contact for your org(s) for the appropriate cell. Then log into the Okta Help Center by clicking the “?” icon, then click “Help Center”. For more details, refer to the GovCloud Okta Help Center Case Management knowledge base article.

Okta announced MFA for the Okta Help Center recently. Is MFA enforced on the GovCloud Okta Help Center?

• No, Okta is not enforcing MFA on the GovCloud Okta Help Center, although Okta recommends that customers configure MFA enforcement for their org(s). Logins to the GovCloud Okta Help Center will be secured using SSO. The Okta Docs, Enable MFA for the Admin Console, provides instructions on configuring MFA enforcement.

Do all admins in my org have access to existing cases?

• There is new functionality for Super Admins to designate admins that can open cases referred to as Case Admin Permissions. Super Admins can designate Elevated Support Contacts that can see all cases for the account. Both of these features went live on the commercial Okta Help Center on May 1, 2024, and went live on the GovCloud Okta Help Center on June 15, 2024. See the Related References section below for Knowledge Base Articles on this new functionality.

After moving to the GovCloud Okta Help Center, how can I continue to access resources on the Okta Help Center?

• Okta’s Knowledge Base is now available within the GovCloud Okta Help Center. However, for customers with service only in regulated cells (OK5, OK10, OM1, OG1) who wish to participate in 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.

Related References

• GovCloud Okta Help Center Case Management
• 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
• Leverage the Okta Help Center to Review and Update your Company’s Primary Security Contact and CIO/CISO Contact