How to manage customer support tickets

Reviewed on June 15, 2026

As a partner, you manage support tickets on behalf of your customers by switching into their Organization. The Partner console itself does not provide a unified view of support tickets across all your customers. Access to tickets is scoped to each individual customer Organization.

Before you start

To complete the actions presented below, you must have:

A Scaleway account logged into the console
Scaleway Partner status
Member status in the customer's Organization whose tickets you want to access

Important

You can only view or create support tickets from within a customer's Organization. There is no way to access support tickets directly from the Partner console.

View support tickets for a customer

Click Go to Partner Space from your Organization dashboard.
In your client list, locate the customer whose tickets you want to view.
Switch to that customer's Organization by clicking the Organization name in the top navigation bar.
From within the customer's Organization, click Help Center on the Scaleway console header menu.
Click Manage tickets to view existing tickets.

Note

You must be a member of the customer's Organization to access their support section. If your customer's Organization is not created yet, refer to how to add a client and make sure you accept the membership invitation.

If your customer's Organization is already created, but you are not a member, ask the customer to invite you to their Organization as a member. You will receive an email invitation that you must accept.

Create a support ticket on behalf of a customer

Go to the customer's Organization.
Open a support ticket as usual. Refer to how to open a support ticket for detailed steps.

The ticket is created within the customer's Organization and is visible to the customer as well.

Understand the limitations of support management for partners

The Partner Space is designed for billing and consumption management, not for centralized support monitoring. The following limitations apply:

No global ticket view. You cannot view a consolidated list of all support tickets opened by all your customers from the Partner console. You must switch into each customer Organization individually.
No ticket creation from the Partner console. Support tickets can only be created from within a customer's Organization, not directly from the Partner Space.
No notifications for customer-created tickets. You are not notified when a customer opens a support ticket. There is currently no mechanism to alert partners of new tickets raised by their customers.
Incident notifications are not customer-specific. You can subscribe to Scaleway's status page to receive alerts about platform incidents. However, these notifications cover all Scaleway incidents, they are not filtered to incidents affecting only your customers' resources.

Tip

To stay informed about platform incidents, subscribe to updates at https://status.scaleway.com/.