Difference between Chat Tickets and Support Tickets in Dynatrace

Aboud1 — Tue, 21 Oct 2025 10:53:42 GMT

Hello Community,

I have a question regarding the difference between Chat Tickets and Support Tickets in Dynatrace.

When I open a Support Ticket, I can select the environment, and the ticket appears under Requests by Environment. My colleagues are also able to access it and follow up collaboratively.

However, when I open a Chat Ticket, it also appears under Requests by Environment, but my colleagues cannot access or view the conversation — only I can.

I already opened a support case asking whether this behavior is expected by design, but I haven’t received a reply yet.

So I’d like to ask the community:

Is this limited visibility for Chat Tickets the expected behavior?
Is there any way to share a Chat Ticket with team members or convert it into a Support Ticket for collaborative tracking?
Also, what are the main differences between Chat Tickets and Support Tickets in terms of purpose, accessibility, and follow-up workflow?

Any clarification or experience sharing would be much appreciated.

Re: Difference between Chat Tickets and Support Tickets in Dynatrace

Kenny_Gillette — Wed, 22 Oct 2025 13:31:10 GMT

Hi,

Also, what are the main differences between Chat Tickets and Support Tickets in terms of purpose, accessibility, and follow-up workflow?

I think this is a good explanation of both:

https://support.dynatrace.com/

https://www.dynatrace.com/company/trust-center/support-policy/

Standard Support

All Dynatrace customers receive the following support resources during Business Hours (defined under “Contacting Dynatrace Support” below):

In-Product Assistance: When you have any type of product question or concern, you can have a live chat with a Dynatrace expert from anywhere within the Dynatrace Platform. Simply click on the help icon from within your Dynatrace environment to start a chat.
Support Requests: Customers may create and manage their support ticket via the Dynatrace Support Center at https://support.dynatrace.com/. Please see the section below titled “Contacting Dynatrace Support” for details on hours, initial response times, and frequency of status updates.

Is this limited visibility for Chat Tickets the expected behavior? yes
Is there any way to share a Chat Ticket with team members or convert it into a Support Ticket for collaborative tracking?

Yes, you should get an email with a chat. Reply all with email that you want added to chat then person can see chat. I am not aware of a way to add to the actual chat. Assume you are not an admin? There are permissions you can have to have access to all Dynatrace tickets "Manage support tickets"

https://docs.dynatrace.com/docs/manage/identity-access-management/permission-management/role-based-permissions#environment

Manage support tickets: Allows access to all support tickets that have been created for this environment. Note: Dynatrace SaaS customers automatically have access to chat and support tickets by default, and thus do not require this permission unless they want access to all tickets for the environment.
For person who wants access to chat and you haven't added them by email, and you have above permissions, you can look at all tickets/chats at https://one.dynatrace.com/hc/en-us/requests
Open "Requests by environment" (only if you have above) then go to the chat

Hope this all makes sense

topic Difference between Chat Tickets and Support Tickets in Dynatrace in Open Q&A

Difference between Chat Tickets and Support Tickets in Dynatrace

Re: Difference between Chat Tickets and Support Tickets in Dynatrace

Standard Support