Today I observed a critical issue with the Digital Ocean cloud support workflow. When I create a support ticket as a team member, email notifications are not sent to the droplet account owner—even when the team ID or server IP is clearly specified in the request.

Due to this limitation, I had to send a direct email to DigitalOcean support (support@digitalocean.com) from my address Gmail and manually include my client Gmail address. Although ticket #12055713 was created, my client was not added to the same thread. Consequently, they had to open a separate ticket (#12056437) for the identical issue.

This fragmented process creates confusion and breaks continuity in communication. The system should be improved to automatically include all relevant stakeholders within the same team in support interactions, ensuring transparency and alignment. It's risks reducing transparency and eroding client trust when they remain unaware of ongoing work under the same team using Digital Ocean.

Additionally, support responses should comprehensively address all queries raised in a ticket. Replies should be based on proper investigation of the root cause rather than rushed or partial responses. In this case, there was a clear gap between what I requested and the response I received from the support representative (Saad, Associate Customer Advocate) under ticket ID #12055713.

Regards

Mohammad Saydul Karim Chowdhury