Information for: DEVELOPERS   PARTNERS   SUPPORT

Support ticket notifications

Users assigned to a role that has “Include as a collaborator on all tickets by default” 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 have been assigned a role that has “Include as a collaborator on all tickets by default” will be cc’d on the email from Acquia Support.

If you want additional users to be added to a ticket for communication, visit the Cloud UI Teams & Permissions page for the related subscription and assign a role that has “Include as a collaborator on all tickets by default” enabled to the user that is not receiving notifications. After assiging the role, replies to all cases related to a subscription emailed to the user or users that have been updated within a day of making the change.

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