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Support ticket notifications



Users assigned to a role that has the Include as a collaborator on all tickets by default permission enabled receive an email automatically when a new ticket is created and the ticket originates from Acquia. All customers associated with an application can view all tickets for the application. If a user creates a ticket through the ticketing system portal, only that user gets notified of the ticket creation. When Acquia Support responds to a ticket, all users who are assigned a role with the Include as a collaborator on all tickets by default permission are cc’d on the email from Acquia Support.

To add additional users to a ticket for communication:

  1. Access the Teams & Permissions page in the Cloud Platform user interface.
  2. Assign a role with the Include as a collaborator on all tickets by default permission to users who have not received notifications.

    After assigning the role, replies to all tickets related to a subscription are emailed to the updated users. Changes may take up to one day to take effect.

Administrators on a subscription are included in all notifications related to an application.

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