Give users access to the Customer Care Portal

Some of your users might not have access to the Google Customer Care Portal and won’t be able to file and review support cases. If you want to give these users access to the portal, grant them access in the Google Admin console.

Who has access to the portal?

  • Super administrators and admins with the Legacy Enterprise Support or the Legacy Resold Enterprise Support roles.
  • Other users require the Support privilege. You can add the privilege to an existing admin role that's assigned to the user or create a custom role that has the Support privilege.

Before you begin

  1. Make sure the user belongs to a domain that's managed by your organization’s account. If their domain isn’t managed by your organization’s account, you need to add it in the Admin console. For details, go to Add a domain alias or secondary domain.
  2. If you haven't yet, add the user in the Admin console. For details, go to Options for adding users.

Option 1: Assign the Support privilege to an existing role

  1. Sign in to your Google Admin console.

    Sign in using an account with super administrator privileges (does not end in @gmail.com).

  2. In the Admin console, go to Menu ""and then"" Accountand thenAdmin roles.
  3. Click the role that you want to edit.
  4. Click Admin console privileges.
  5. Check the Support box and click Save.
  6. If required, assign the role to users who need access to the Customer Care Portal. For details, go to Assign specific admin roles.

Option 2: Create a custom admin role

You must be signed in as a super administrator for this task.
  1. Sign in to your Google Admin console.

    Sign in using an account with super administrator privileges (does not end in @gmail.com).

  2. In the Admin console, go to Menu ""and then"" Accountand thenAdmin roles.
  3. Click Create a new role and enter a name and description for the role.
  4. For Admin console privileges, check the Support box.
  5. If you’re a reseller or partner, check the View customers and Access customers' support cases boxes.
  6. Click Continueand thenCreate Role.
  7. Assign the role to users who need access to the Customer Care Portal. For details, go to Assign specific admin roles.

What if I need help?

Google can’t give users access to the portal on your behalf, but if you have questions about the process, contact Google Workspace support.

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