Give your team access to the Customer Care Portal

You must be signed in as a super administrator for this task.

Let your team use the Customer Care Portal to submit and manage support cases for your Google Workspace customers. To manage support case for your Google Cloud Platform customers, go to the Google Cloud Support Center.

Grant permissions to the Customer Care Portal

  1. In your Google Admin console, assign your users either role:
     
    • The Reseller Admin role (all reseller privileges in the Partner Sales Console). Learn how
    • A custom role with the privileges View customers and Access customers' support cases. Learn how 
  2. Give users instructions for the Customer Care Portal. 

Note: Admins with the Legacy Enterprise Support or the Legacy Resold Enterprise Support roles can also access the Custom Care Portal. 

Set up for resellers with multiple domains

For security and privacy, the Customer Care Portal shows only the customers assigned to the reseller domain that you’re signed in to.

If your organization uses multiple reseller domains, give your users an account at each domain. Then users can sign in to the Customer Care Portal and file cases for customers on those domains.  

Follow the steps below to give your users free Cloud Identity accounts at your reseller domains.

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1. Add users to your reseller account

For each of your reseller domains, you can create free Cloud Identity accounts for your users. Before you start, gather a list of your reseller domains (and secondary domains if used) and user names.

  1. Sign in to your Google Admin console.

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

  2. Important: Turn off auto-licensing for your organizational units. Learn how
    Otherwise, new users might be assigned licenses for both Google Workspace and Cloud Identity.
  3. Create an organizational unit for your Cloud Identity user accounts. Learn how
  4. Add users to the organizational unit. Learn how
  5. Repeat for each of your reseller accounts and secondary domains.
2. Give free Cloud Identity accounts to users

The Cloud Identity subscription is included for free with your Google Workspace account.

  1. On the Admin console Home page, go to Billingand thenGet more services.
  2. In Categories, click Cloud Identity.
  3. Below Cloud Identity Free, click Get Started.
  4. Review the feature, then click Get Started.
  5. Click Checkout and Place Order.

Your Subscriptions list shows the number of Cloud Identity licenses (usually 50 or more). To request more licenses, sign in as a super admin and fill out the Cloud Identity license form.

Assign Cloud Identity licenses to users

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Users.
  3. Next to each user’s name where you want to assign, check the box.
  4. At the top, click Moreand thenAssign Licenses.
  5. Click the serviceand thenAssign.
3. Assign reseller roles to users
  1. Sign in to your Google Admin console.

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

  2. From the Admin console Home page, go to Admin roles.
  3. Click the role you want to edit.
  4. Click Admin console privileges.
  5. Assign the Reseller Admin role or create a custom role that has these privileges:
    • ​Reseller Tools and then Customers and thenView Customers​
    • Reseller Tools and then Customers and thenAccess Customers Support Cases

      or, if available:
       
    • Legacy Resold Enterprise Support
    • Legacy Enterprise
4. Set up email alerts for Customer Care Portal cases

Your users have two options for receiving email updates and notifications for their Customer Care Portal cases.

  • You can redirect the user 's Cloud Identity email address to their Google Workspace email address. Learn how.
  • In the Cloud Support Portal, the user can enter Google Workspace their address in the Case Sharing field.

Tip: Give your users instructions to signing in to multiple accounts at once

Support resources

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