Information for: DEVELOPERS   PARTNERS

Support and TAM ticket information

If you have access to support tickets with your subscription, filing a ticket with Acquia Support or your Technical Account Manager (TAM), depending on your subscription, is as easy as signing in to your Acquia account and then visiting the following URL:

Before creating a ticket

Before you create a ticket, find out if your problem is a known issue by checking the following resources:

Creating a Support or TAM ticket

To create a Support or TAM ticket, you must have an Acquia subscription that supports it, and you must not have used all of your provided support or TAM tickets. For more information, see the Support Users Guide.

On the ticket creation screen, select whether you want to create a Support Ticket or a TAM Request. Enter information about the issue you’re experiencing—including its urgency, if it is a Support ticket. Include an effective description of your problem, and then click Create.

You can use the following procedure to create a ticket:

  1. Sign in to the Cloud Platform user interface.
  2. In the Acquia navigation bar, click Help > Submit a Support Ticket.
  3. Click either TAM request or Support ticket.
  4. Fill out the form according to the information that follows this list.
  5. Click Create.

Create a ticket

Learn more by visiting the Acquia Academy (sign-in required) for the video tutorial on Submitting an Effective Support Ticket.

Entering ticket field information

The following information will help you determine what to enter in the ticket creation fields so Acquia Support can help you in a timely manner.

Support tickets: urgency

Support tickets have an urgency level. The urgency level determines how quickly Acquia Support will respond to the request, but does not impact a ticket’s time-to-resolution. Here’s what the different urgency levels mean:

Urgency Description
Critical Your production system is inoperative. Your business operations or productivity are severely impacted with no available workaround, or there is a critical security issue. Critical issues are eligible for 24x7 support for certain Acquia subscriptions.
High Your production system is operating, but the issue is causing significant disruption of your business operations; a workaround is inadequate.
Medium Your system is operating and the issue’s impact on your business operations is moderate to low; a workaround or alternative is available.
Low The issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity.

Acquia recommends filing support tickets as Medium urgency whenever possible, reserving the use of High for exceptional, non-urgent circumstances that require a more immediate response. Use Low urgency for issues Acquia Support can address within the next business day, as this allows Acquia to more quickly respond to other issues which are more time-sensitive. For more information, see Problem definition categories.


Make your ticket titles short and to the point, summing up the nature of the issue and include which websites or environments are affected. This approach allows Acquia to quickly identify and respond to trends if multiple customers are experiencing the same issue. As you enter text in the field, related links may appear underneath the subject field to assist you with solving common problems. Links will open in a new tab.

Issue description

Provide as complete of a description of the issue as you can. A good, clear, complete description can help Acquia respond to your issue faster and more accurately, with a first response that is more likely to be a useful solution, rather than only a request for additional information. Acquia’s ticketing system supports Markdown. Keep the following tips in mind when you provide your issue description:

  • Provide the full URLs affected by the issue.

    This includes URLs of pages on your website where you see errors listed, Acquia UI URLs, or URLs of third-party services having trouble connecting to your Acquia website. Acquia can trace these full URLs to exactly what code is running and creating the behavior you are seeing. These URLs help determine whether you are having issues on Acquia servers, your Cloud Platform servers, or on your own web servers outside of Cloud Platform. This also shows Acquia, at a glance, when you are talking about a local instance of a website or a public production website. This is an important part of orienting Acquia in these cases.

  • Describe the context and nature of the problem.

    “I see white screens on every page” is more descriptive than “My website is down!”.

  • Include the ticket numbers of related tickets, when possible.

    This enables the Acquia Support team to quickly research related changes.

  • Include the exact text of any error and where it’s being displayed.

  • Where applicable, include the Task ID for any failed tasks.

    If your issue involves a failed task while using the Cloud Platform interface or a command-line operation, Acquia can use the Task ID to help identify the type and source of the error and immediately access the corresponding lines in the logs.

  • Include when the issue occurred (exact time and time zone).

    This allows Acquia to more accurately correlate the issue with any errors or abnormalities in your logs. If you are not sure, try to confirm the last time it worked correctly, if ever.

  • If relevant, attach screenshots or logs.

    Include the browser’s URL bar in any screenshots, and the full path of the log file.

  • List the steps that will reproduce the issue.

    Are there any special access or permissions needed, or do any atypical actions need to be taken to reproduce this issue?

  • Include what you have done to try to resolve the issue yourself.

    Did it change the symptoms you experienced at all? If you explain what did not work, you may keep Acquia from trying something you have already tried, which could help you get on a fruitful path more quickly.

  • Describe anything that was confusing about what happened.

    This information can help Acquia figure out what parts of the platform may be confusing you, which can provide future improvements to user experience or documentation that may help straighten out the issue you are having and help other users as well.

  • Are there any special instructions or warnings Acquia should keep in mind when attempting to troubleshoot this issue?

Support ticket types

Your ticket type helps Acquia direct your request to the appropriate resource. The following list explains the available ticket types:

Ticket Type Description
Drupal Application Support Reporting an issue on your website, or you have a question related to your Drupal website.
Acquia Platform/Services Assistance with a server-related issue or configuration change, or you have a question related to Acquia’s platforms or services.
Advisory Call Request If your subscription includes this ticket type, request for a 30- or 60-minute Advisory Call on a specific topic (for example, “What are the pros and cons of SSL?”). Advisory Calls require two to three business days of advance notice and cannot be used for live troubleshooting of an ongoing issue. Advisory Call time includes any research and communications related to the call, in addition to the time spent on the call.
Event Notification Communicate time-sensitive subscription activities such as, but not limited to, website traffic warnings, environment testing, scans, or releases.
Subscription Assistance with a subscription- or account-related issue or question.
Billing Assistance with a billing-related issue or question.
Remote Administration Request for a Security Update, a non-security Drupal or module update, or a limited website configuration or code change in scope of our Remote Administration services.
Other Assistance with an issue or question which does not fit in any of the above categories.

Product or Service

This field is required. It indicates what product or service you would like support for. Select an item from the list.

After filing a ticket

After you file a ticket, you will receive a confirmation email, along with any users whose roles define them as Collaborators on the subscription. A member of the Acquia Support team, or your TAM, will respond to the ticket and provide assistance as soon as possible, based on the ticket’s urgency and subscription level.

In many instances, Acquia will request additional information or provide technical recommendations in a response. When this happens, it is important to provide a timely response and ensure a technical resource is available (if the issue requires it) to answer questions or assist in implementing application-related fixes.

Finding a ticket

You can filter and sort your tickets by subscription, status, urgency, and date. You can also search by full text search in all the fields of the tickets.

If you only have a six-digit ticket number (for example, #123456), you can find it using the following URL pattern: That URL will redirect to the ticket’s URL in the ticketing system.

Ticket status

After you file your ticket, Acquia will use the Status field to let you know the ticket’s relative state in Acquia’s workflow, based on the following statuses:

Status Explanation
New This ticket has been filed and is awaiting a response from Acquia.
In Progress An Acquia Support engineer or TAM has accepted the ticket and is working on it.
Solved Acquia has provided an answer to the issue or completed the requested task.
Closed All work on this ticket is completed.
Your response needed (Pending) Acquia has responded to your issue and is awaiting additional information or instructions.

Replying to a Solved ticket changes its status to In Progress until a further solution is reached, at which time the ticket will again be marked as Solved. After the ticket has been marked as Solved for 14 days, it will be permanently set to Closed. For additional discussion of issues in the Closed ticket, file a follow-up ticket by opening the Closed ticket and by clicking Create follow-up.

Sharing tickets with others

Only individuals listed as contacts on the applicable subscription can access your tickets. These are also the only individuals who will receive updates of the tickets. You can’t carbon copy (CC) individuals on tickets unless they are listed in the Contacts section of the applicable subscription.

To ensure that multiple team members are always added to every ticket for a subscription, create a custom role, give that role the Include as a collaborator on all help requests by default permission, and assign the role to those team members.

If the person who filed the original ticket files an issue against a Closed ticket, they can choose to open a follow-up ticket by opening the Closed ticket and clicking Create follow-up. This action will be visible to the contacts listed on the applicable subscription.

Managing a large number of contacts

You can add up to 20 contacts to each ticket. If you must add additional contacts to a ticket, use an email distribution list. To do this, complete the following steps:

  1. Create an email distribution list containing the additional contacts that need to access a ticket.
  2. Add a new member to the appropriate team.
  3. In the Email address field, enter the address of the email distribution list.
  4. If you want the contacts to be copied on new tickets, make sure that their role includes the Include as a collaborator on all help requests by default permission. If it doesn’t, you may choose either to change the contacts’ role, or edit the role to include this permission.
  5. Add the distribution list’s email address to the ticket.

Issues with autoresponders

Users subscribed to Acquia cannot have any type of autoresponder functionality enabled. Autoresponders have the potential to create endless communication loops (in which two or more systems repeatedly send automated emails to one another) which can affect Acquia’s ability to respond in a timely manner regarding your issue. Since many types of systems can use autoresponders, this functionality includes, but is not limited to, the following:

  • group aliases
  • mailing lists
  • ticketing systems

Acquia reserves the right to suspend any user account causing communication loops.

Problems with conflicting ticketing systems

If you have your own ticketing system that is capable of creating tickets by email and you add your ticketing system’s email address as a contact for your subscription, Acquia’s ticketing system may then create reciprocal tickets in your system. This can create a communication loop in which both systems repeatedly send automated emails to one another, which can interfere with Acquia’s ticketing workflow, and may result in responses to tickets being lost or missed. You can prevent this from happening by performing either of the following actions:

New subscriptions

When filing a ticket, the ticketing system will require you to choose an existing subscription.

When you file your ticket to create a new one, choose an existing subscription with the same contacts as the ones you want on your new subscription. This will allow Acquia to make sure the appropriate contacts are added to your new subscription.

Ensuring Acquia can access your website

Ensure you identify any issue that could prevent Acquia from accessing your website for troubleshooting purposes.

For example, the Drupal account created during installation (UID 1) has all permissions by default, so failing to secure the account may result in potential security risks. To protect against this, you may block UID 1 from accessing your website, but doing so could prevent Acquia from accessing your website to troubleshoot issues.

To avoid this problem, without creating a security risk, use one of the following methods:

  • Remove the block to UID 1 and use other restriction methods instead. For more information, see Website access restriction methods.
  • Share a persistent username and password that Acquia can use to access your website. Do not share this username and password in a ticket; instead, add the credentials to a file in the /home/sitename directory.

Satisfaction survey

After closing a ticket, you may receive a brief satisfaction survey to rate your experience as Good or Bad. The survey also includes an opportunity for you to provide a comment regarding the ticket.