GovCloud Okta Support Center Case Management

Beginning on June 15, 2024, customers in Okta for Government Moderate environments can use the GovCloud Okta Support Center (formerly Okta Help Center) to access Okta support and view the status of Okta services. For more details, refer to GovCloud Okta Support Center Overview.

This article outlines the case management functionality on the GovCloud Okta Support Center. 

• Gov Cloud Okta Support Center
• Managing Support Cases
• Open a Case Journey

Accessing the Okta GovCloud Okta Support Center

Authentication is required to access the GovCloud Okta Support Center. By default, Super Admins with the Okta service in the appropriate cells, and Admins with the Case Admin permission, are provisioned with access to the GovCloud Okta Support Center. 

To access the Support Center, log in to the Okta Admin Console, click the "?" icon, then click Support Center.

Additional important information about accessing the GovCloud Okta Support Center

NOTE: Okta’s regulated environments are as follows: Okta for Government Moderate service, Okta for Government High service, and Okta for U.S. Military service.

• Customers may have Okta service in Okta’s regulated cells and commercial cells (for example, OP3). In that scenario:
  • If needed, Okta Super Admins should designate specific users to have access to the GovCloud and commercial Okta Support Centers. To enter, view, and manage cases, Admins must have the Case Admin Permission. The Super Admin will need to access the Okta Admin Dashboard for the appropriate cell to set this permission. 
  • When an Okta admin opens a case for a regulated cell, the case will be created in the GovCloud Okta Support Center.
  • When an Okta admin opens a case for a commercial cell, the case will be created in the commercial Okta Support Center.
  • There is no unified view of support cases across both the GovCloud and commercial Okta Support Centers.
  • Customers with this scenario need to be mindful of which Okta cell’s Admin Dashboard they are logged into so they can access and open the appropriate support cases.

• Customers may have Okta service only in Okta-regulated cells. In that scenario:
  • If needed, Okta Super Admins should designate specific users with the Case Admin Permission to access the GovCloud Okta Support Center.
  • Customers cannot log in to the commercial Okta Support Center using admin accounts associated with Okta’s regulated cells.
  • As of February 27, 2025, support Knowledge Base Articles are now available on the GovCloud Okta Support Center. Refer to Knowledge Base Articles on the GovCloud Okta Support Center for more details.
  • If customers wish to access the commercial Okta Support Center to take advantage of Okta’s digital resources, including 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 Support Center" article and select the "Not yet an Okta customer" option to create their free digital experience account.

Open a Case

There are no changes on how to open a case. For a refresher on the process, see How to Create a Support Case. With the changes in case access, Okta support cases can only be accessed by the admin user who opens the support case.

Beginning on June 15, 2024, new Case Admin Permission and Elevated Support Contact role functionality is available on the GovCloud Okta Support Center. This functionality was released to the commercial Okta Support Center on May 1, 2024. For more information, please see New Case Admin Permission and Elevated Support Functionality on the Okta Support Center.

Update a Case

There are no significant changes in how a case is managed. For a refresher, please see How to Manage a Support Case.

Support Cases opened before June 15, 2024, for Okta for Government Moderate users moved to the GovCloud Okta Support Center. Existing cases will have a new case number. Admins will be able to search for existing cases by Case Subject or view them. Admins will be required to have the Case Admin Permission to be able to manage cases.

Uploading Files to a Case

A sanitizer tool is built in when uploading related support files. Even with this tool, please acknowledge that identifying sensitive data for redaction in trace files (for example, HAR and SAML) remains the user's or admin's responsibility. Attachments are automatically deleted seven days after a case is closed.

Case Communications

Once a case is created, communications for case-related activity are via Case Posts, which can only be accessed from within the GovCloud Okta Support Center. Customers will be notified about Case Posts through emails from Okta Support. These emails will only contain a link to the case and ask customers to review the Case Post. 

Emails from Okta Support will not include any substantive data related to a case. Okta recommends that customers use Case Posts or phone calls as the primary means of communication with Okta Support, rather than email. 

There is no change to customers’ ability to call 24/7/365 and reach Okta's U.S.-based Support Team to open, update, and work on support tickets.

Related References

• GovCloud Okta Support Center Overview
• GovCloud Okta Support Center Service Status
• Knowledge Base Articles on the GovCloud Okta Support Center
• Okta Public Sector Product Hub Page
• New Case Admin Permission and Elevated Support Functionality on the Okta Support Center
• Assigning the Case Admin Permission to Okta Admins 
• Adding Elevated Support Contacts on the Okta Support Center