How to Raise Support Tickets in Snowflake Using Snowsight

In this article, we’ll explore the process for raising support cases in Snowflake using Snowsight. While Snowflake prides itself on reliability and uptime, every system can encounter the occasional hiccup. When they do occur, knowing how to contact Snowflake Support quickly and effectively makes all the difference.

Table of Contents

Understanding Snowflake Support in Snowsight

Snowsight offers an integrated support experience, allowing users to raise and manage support tickets directly through the interface. However, support access is not automatically available to every user — a few setup steps are required to get started.

Enabling Access to Support Services

Before you can raise a support case in Snowsight, you must complete the following:

1. Verify Your Email Address

To interact with Snowflake Support, your email must be added and verified.

• Sign in to Snowsight.

  • Click your username in the top-right corner and navigate to Profile.

  • Add your email address if it’s not already present.

• Via SQL

  • Simply running this query as ACCOUNTADMIN you can run email verification.

  SELECT SYSTEM$START_USER_EMAIL_VERIFICATION('<USER_NAME>');
  

If required, click Resend verification email and follow the link to confirm.

If you’re unable to edit your email address, an administrator with the appropriate role may need to update this for you or grant your user ownership privileges.

2. Assign the Right Privileges

Access to Snowflake Support is role-based. By default, users with the ACCOUNTADMIN or ORGADMIN roles can create and manage tickets. However, additional roles can be granted specific permissions:

• MANAGE ORGANIZATION SUPPORT CASES – organisation-wide access (granted by ORGADMIN).

• MANAGE ACCOUNT SUPPORT CASES – account-level access (granted by ACCOUNTADMIN).

• MANAGE USER SUPPORT CASES – user-level access (for their own tickets only).

To grant a privilege to a custom role, use the following SQL command:

GRANT MANAGE USER SUPPORT CASES ON ACCOUNT TO ROLE my_custom_role;

These permissions allow greater flexibility in delegating support responsibilities across your team.

3. Enable the Support Feature in Snowsight

Once your email is verified and you have the necessary privileges:

• Navigate to the Support section in Snowsight.

• Click Enable Support to activate the support interface.

This is a one-time step per user and unlocks the ability to create, view, and manage cases.

Raising a Support Ticket

Avoid including sensitive or confidential data in your support ticket. Stick to descriptive information that explains the issue without exposing personal or internal data.

With access enabled, submitting a ticket is straightforward:

• Click your user menu and select Support.

• Click + Support Case.

• Complete the ticket form, describing your issue in detail.

• Add optional “watchers” (colleagues who should receive updates).

• Submit your request.

Snowflake Support will respond via the interface, and you’ll be notified of any updates via email and within Snowsight.

Managing and Monitoring Tickets

Once a ticket is submitted, it can be updated, escalated, or resolved directly within Snowsight:

• Commenting: Add clarifications, logs or attachments to an open case.

• Escalation: If a situation becomes critical, escalate the case and provide justification.

• Resolution: Once the issue is resolved, you or Snowflake can mark the case as closed.

• Watchers: Add or remove users to keep relevant stakeholders informed.

This centralised approach ensures transparency and collaboration throughout the support lifecycle.

Granting Access to Non-Admin Users

Not everyone on your team will be an ACCOUNTADMIN, but support access can still be safely delegated:

• Ensure email verification as described above.

• Assign support-related privileges to a user’s role using SQL.

• Instruct the user to enable support access in Snowsight by visiting the Support section.

This enables teams like developers, analysts, or data engineers to open their own cases without relying on platform administrators.

Conclusion

While issues in Snowflake are rare, knowing how to navigate support when they do arise is crucial. Snowsight’s built-in support features make it simple to engage with Snowflake’s support team — provided the right access and privileges are in place.

By proactively setting up your team with the correct permissions, you ensure that support requests can be raised quickly and efficiently, reducing friction and downtime.

Features change from time to time with new features being added regularly, it is recommended that you review the documentation for the latest on what specific features are included with any of the Editions.