Apigee Support Portal FAQ

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Getting access

How can I get access to Google Cloud Apigee Support Portal?
You can find instructions on how to access Apigee Support Portal in Access to Support Portal.
I have forgotten my password for my Apigee Support Portal account, how can I restore or reset it?
From the Apigee Support Portal login page, click Forgot your password?. Follow the instructions to reset your password.

Roles and permissions

What are roles?
Roles define the structure of your company and can be one of the following:
  • Customer Executive
  • Customer Manager
  • Customer User

Read more about the Support portal roles in Support Portal user roles.

What are the different types of profiles that are available in Apigee Support Portal? What permissions does each of these profiles have?
There are three profiles in Apigee Support Portal:
  • Overage Customer Portal Manager - Admin
    Has the ability to add and remove other users from the Support Portal as well as view all cases opened by all the users pertaining to the specific user's company.
  • Overage Customer Portal Manager - SU
    Can view all cases opened by all the users pertaining to the specific user's company and create their own cases.
  • Overage Customer Portal Manager - User
    Can create and view only their own cases.

Read more about the Support portal roles in Support Portal user roles.

Why am I seeing only the Cases created by me and not the cases created by my team?
You likely have the role Overage Customer Portal Manager - User which allows you to see only your cases. Your portal administrator can grant you the Overage Customer Portal Manager - SU role which allows you to see cases opened by other people in your company.
How can I see what role/permissions I have?
The Support portal administrator of your company will be able to tell you what role you have been assigned. You can also infer this from the permissions available to you based on the role that you have. Available permissions and their respective abilities are described in Support Portal user roles.

Adding and removing users

Can I add new Support Portal users?
Yes. You can find instructions on how to add new Support Portal users in Adding more users to the support portal.
One of the employees has left the company, can we remove that user from Apigee Support Portal?
Yes. You can find instructions to remove the user in Remove users from Support Portal.
I am a Partner and would be helping in creating and managing cases for an Apigee customer. Can I get access to Apigee Support Portal?
Yes. The Support Portal admin from the customer side can add the relevant Partner team members to Apigee Support Portal.
Is there any limit on the number of Support Portal users that can be added for a particular customer account? If the customer requests an increase in the number, do you charge them?
We do not impose a limit on the number of support users, though we do recommend that you keep the number of contacts to those that are knowledgeable of and work on the Apigee product. There is no additional charge for additional users.
Once the customer nominates a partner to raise cases on their behalf, is there a limit to the number of partner people who could raise cases? Again, if they want to increase the number of partner people to have access to the support portal, is there a cost?
We do not impose a limit on the number of support users. We recommend that you only add users that are knowledgeable of and work on the Apigee product in your company. Additionally, it is best to add users with knowledge of your specific implementation. There is no additional charge for additional users.

Getting support

I have a free trial account, can I get access to Apigee Support Portal and raise Support Cases?
Unfortunately no. However, if you do have questions about or issues with Apigee products, you can find answers to your questions, and can post questions in the Apigee community, where Apigee Engineers are able to respond.