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Past Cases Not Visible in Salesforce Help After Email Address Change in Tableau Cloud

게시 일자: Jul 1, 2026
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When a user's email address is changed from the "My Account Settings" in Tableau Cloud, or when a user is re-added with a new email address, past Tableau support cases may no longer be visible when logging into Salesforce Help (Help & Training).

Please note that to contact Tableau Technical Support, the user must be added as a member of the corresponding Tableau Cloud site. Before changing an email address or re-registering a user, please review this article as it impacts case visibility and support eligibility.

 

Cause:

The email address in the Tableau Cloud user settings is linked to the Salesforce Trailblazer account email address.

When logging into Salesforce Help as a re-added Tableau Cloud user or a Tableau Cloud user whose email address information was updated, a new Trailblazer account is automatically created and associated with the new email. Because this new account represents a new Tableau organization, the past case history associated with the previous email address (the former Trailblazer account) will not be displayed.

 

솔루션

If past cases are no longer visible due to an email address change, please note the following:

  1. Viewing Past Cases: If you need to access or view your past case history, please contact Tableau Technical Support for assistance.

  2. Creating New Cases: For any new cases created going forward, you can log and manage them normally using the account associated with the new email address.

  3. Support Eligibility: To log cases and receive support, ensure that the user is properly added and registered on the your Tableau Cloud site.

Knowledge 기사 번호

005386244

 
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Salesforce Help | Article