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. Sign in to the Cloud Platform user interface as an Owner or Administrator for an application.
2. Select an application.
3. Click Team Management.
4. Click Roles.

5. Locate a role that has the Include as a collaborator on all tickets by default permission. By default, Administrator and Team Lead roles have this permission. Alternatively, you can create a custom role and assign this permission to that role.

   
6. Invite a user as an Administrator or Team Member and assign a role with the Include as a collaborator on all tickets by default permission to the user who have not received notifications.

Support ticket notifications