File and manage Support Center cases

In the Google Cloud Support Center, eligible customers can submit and track requests, adding attachments and comments to cases they file. Resellers can submit and track requests for their own domains, as well as those of their customers. Some customers and resellers can escalate their own cases.

The Support Center takes the same username and password as the Google Admin console, so Admin console users experience single sign-on.

Who can use the Support Center?

The Support Center is for G Suite, Cloud Identity Premium, and some Chrome Enterprise customers. Members of organizations that purchase the following products can access the Support Center:

Product Member access
G Suite, including Education and Government
Cloud Identity Premium Edition, including resellers
Super administrators*
Android for Education
Chrome devices for meetings
Chrome Enterprise management
Chrome Enterprise Support (with Green or Platinum support package)
Only the initial super administrators after the first 14 days of Admin console creation
Google Cloud Platform (with Silver, Gold, or Platinum support package) Technical contact for the organization noted on the original order

* There is a separate tool to sync permissions changes to the Support Center. If, for example, a super admin is downgraded to a regular admin, you should actively downgrade their Support Center access with the User Management tool.

Note: All products will be added to the Support Center before the Google Cloud Support Portal is retired. However, Google Maps and Google Enterprise Search customers should continue to visit the Google Cloud Support Portal.

What else is the Support Center for?

You can find basic information (phone numbers, hours of operation, service levels) for any Google Cloud products your company bought. The Support Center also posts private information for customers, such as Google Search Appliance downloads and Google Earth proprietary documentation.

Using the Support Center

Note: Your existing case history is always available in the Support Center.

File a support case
  1. Go to the Google Cloud Support Center.
  2. On the left hand menu, point to the top account name and select the desired account from the drop-down list.
  3. Click New Case for the product you want to file a support case for.
  4. To expedite your case, provide the following information:
    • Issue start and end times 
    • Time zone
    • Version
    • Stack trace or log entries
    • Reproducible case
    • Relevant code
    • Explain your application flow
    • Percentage of affected users
    • How are users being affected
  5. Click Submit to create the support case.
  6. (Optional) Add case comments in the New Comment field and click Submit.
    Messages from Google support will appear in the Case Comments window.
  7. In the upper-right corner, click Close Case when you are satisfied with the case resolution.
  8. (Optional) Complete the customer satisfaction survey.

Note: Reopen a case any time by commenting on it. To make sure someone starts working on urgent issues as soon as possible, open a new case.

Grant a user access

Users with access can grant any user in the organization access to the Support Center through the User Management tool. Users created through this tool are granted access automatically.

  1. Go to the Google Cloud Support Center.
  2. Click User Management at the top-right corner of the screen.
    The left pane under User Management displays the users in your organization that can interact with support. If your role is Manager for a product, you can change other users’ roles in that product.
  3. To add a new user, click New User.
  4. Enter the user’s email address and select a profile for the user.
    The user must have a valid Google Account and their address must be in your organization’s domain.
  5. Select the user's role.

It can take up to 24 hours to provide Support Center access for new users. See Who can use the Support Center? (above) for details. If you have questions, refer to the Provision and manage users help article or open a case with Google Support.

Escalate a case

The option to escalate a case is available to Premier customers.

Whenever an Escalate button is displayed in a case viewed in the Support Center, the user (customer, reseller, partner) can escalate the case from the Support Center. In the right column on the Case history page, next to Escalation Status, click Escalate.

Track known issues

The support team identifies critical, technical issues by including internal alerts, higher than average call or support cases per hour, consumer forums, and other social communities. When engineering confirms these issues and it’s established that customers are critically affected, we post a notification in the Support Center with a short summary of the issue.

When you see a support known issue for the first time, you can reach out to your partner to understand the impact on your operations. If you are affected or would like to receive regular updates, click Details, then Me too.

A support case opens and you’re subscribed to our messaging system. If it turns out that you’re not affected, the emails we send out include ways to opt out and return to one-on-one support.

Questions

Resellers and partners

Applies to customers who are subscribed to a Chrome service, a G Suite edition, or the Cloud Identity Premium edition.

How should resellers access the Support Center?

If you're a reseller, make sure you're signed in with your reseller account rather than your direct customer account to access the Support Center. To do this, first sign in to the Reseller Tools console by entering your reseller domain in the Submit a support case form, then sign in. You’re directed to your Reseller Tools support tab. Find a link to the Support Center in the Resources for resellers section.

Can resellers see their customers’ cases?

Yes, as long as the customers choose to enable reseller access. You can only view your customers' domains in the Support Center if they have given you permission. So, if a customer's cases aren't visible, the reseller probably doesn't have permission to manage that customer's account. Resellers can ask their customers to take one of the following actions:

  • In the Google Admin console, your customer can allow you to manage their G Suite or Cloud Identity account under Company Profile.
  • Customers can grant Reseller access to support their G Suite or Cloud Identity account in the Support Center settings. Follow the instructions to give or remove reseller support access in the Support Center.

After permission is granted, you can access the support history for your G Suite or Cloud Identity customer.

Note: If a reseller's customer was transferred to another reseller's account, the new reseller can’t see cases submitted when the customer was managed by the previous reseller or Google.

Can customers see cases managed by their resellers?

Yes. If your customers have access to the Support Center, they can view the cases you submit on their behalf. Be aware that your comments and case descriptions are visible to these customers.

Tracking known issues

What's shared in the Support Center?

The support team regularly publishes critical issues in the Support Center. These appear as a notification banner to signed-in users, along with a section to learn more and subscribe to updates. You can also help us track impact. (See Track known issues, above.)

How is this different than Status Dashboard?

Support Center known issues are meant to complement the Status Dashboard. When support tracks an issue, even if it doesn’t meet the criteria to be a system disruption, we want to communicate with our customers’ IT administrators. The Support Center is where they would normally visit to contact support.

Support team known issues are only available in English. If you have feedback on this feature, let us know by clicking Send Feedback in the bottom-right corner of the Support Center.

Interacting with the Support Center

How can I contact the Support Center?

For requests or to learn about common issues tracked by our support teams and subscribe to updates, access the Support Center.

How do I upload attachments?

Select the case to upload an attachment to and click Attach File. Anyone who can access the case can also access attachments uploaded to the case.

Where are the cases notifications sent? Can I add another email address?

Currently, all email notifications about a case (such as change of status or a case comments) are sent to the email address you used to sign in and submit the case.

Why can't I see email communications on a case?

For security purposes, only case comments are captured in a case's history.

Who do I contact for assistance with the Support Center?

If you are experiencing issues accessing the Support Center, you can contact support to work out the issue using the instructions provided on the sign-in error page.

What if I get a "need permission to access” error message?

If you are the technical contact or designated user and still cannot access the Support Center, there might have been an issue provisioning your account. In this case, please file a case through our Can't Access form. Cloud Platform customers with Gold or Platinum support can also contact us by phone. You can find the details in the Cloud Console under Customer Support.

How do I submit feedback or report issues with the Support Center?

Click Send Feedback at the bottom-right corner of the Support Center window. We welcome your feedback, feature suggestions, and general comments about the Support Center.

 

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