Follow these steps to raise an app support ticket through the Okta platform.


TABLE OF CONTENTS


How to Create an App Support Ticket

Step 1: Access the AppSupport Toolbox

  1. Log in to Okta and click on the AppSupport Toolbox tile.






Step 2: Navigate to the Contact AppSupport Page

  1. Click on Customer in the navigation bar at the top of the page.
  2. Select Contact AppSupport.




Step 3: Fill Out the Support Request Form

  1. Request Type: Leave it as Submit AppSupport Customer Support Case (default option).
  2. Reason for Request:
    • Choose Product issue/Investigation.
    • Select the product you need help with (e.g., GRATIS, MEC, or MEP).
      • Tip: Start typing "VD" in the field to quickly locate these products.




Reason Selection: After choosing the product, select the specific reason for the request from the dropdown menu.





Step 4: Complete the Form

  1. Fill in all the mandatory fields marked with a red asterisk (*).
  2. Summary: Provide a brief description of the issue.
  3. Details: In the following box, add a more detailed explanation of the problem.
  4. Steps Followed: Describe the actions that led to the issue.
  5. Troubleshooting Steps: Mention any troubleshooting or investigation you performed before creating the ticket.
  6. Attachments (optional): You can attach relevant files to support your case.






Step 5: Validate and Submit the Ticket

  1. Click Validate to ensure all mandatory fields are filled out correctly.
    • If a pop-up appears asking for more information, you can either add the requested details or click Submit Anyway.
  2. If everything is complete, click Submit.
  3. Upon successful submission, you will receive a confirmation email.




Step 6: Developer Assignment and Notifications

  1. Once a developer is assigned to your ticket, you will receive a notification.
  2. You will also be notified if the developer adds any comments or updates to the ticket.






How to View Your Tickets

Follow these steps to view the status and details of your submitted tickets:

Option 1: Access from Email

  1. Click View Request in the confirmation email you received.
  2. You will be redirected to the ticket, where you can view details and comments.



Option 2: View Through the Okta Platform

  1. Click on Customer at the top of the page.
  2. Select Escalated Cases.
  3. A list of your tickets will appear.
    • Click on the Ticket Reference Number or the Summary to open a specific ticket.




By following these steps, you can easily raise and track app support tickets through Okta.