May 15, 2025 — New Case Management experience

Changes in UI:

When submitting a support ticket, you’ll be redirected to the Community platform where you’ll find:

• Enhanced case management with improved search and file uploads, and the new case cloning feature.
• Better self-service options, including knowledge articles and peer discussions.

To learn more, see the document with overview of the new capabilities, watch the walkthrough video, or read the documentation .

We invite you to switch to the new Community platform now, as the current Case Management application will become depraceted in August 2025 and will no longer be available.

Changes in API:

The Case Management v3 API is now in GA. To learn more about it, see the Case Management API documentation.

Note, that Case Management v2 API will become deprecated in August 2025 and retired in November 2025.

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Starting May 15, 2025 cases created via API v2 may not appear in the new Akamai Community Case Management UI due to changes in the case management permissioning model.

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Call to action for administrators

With the new experience, when creating a case, users will be able to select only products they have access to. Without access to a product, they still can create a case for it but under the Other category. This won't affect they way the ticket is processed. However, for a smoother experience, we recommend updating user roles to make sure users have access to all products they should have access to.

To learn how to update the roles, see Assign or change a user's role. In case of questions, contact the business support team.

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Due to compatibility constraints, the Case Management v3 experience may not work for some customers. If you can't access the new service, use Case Management v2 . We're working on lifting those constraints.