Support for Google Workspace resellers

As a Google Workspace reseller, you use the Customer Care Portal to create and manage support cases for Google Workspace customers. (The Google Customer Care Portal replaces the Google Cloud Support Center for Google Workspace resellers.)

Sign to the Customer Care Portal with the same reseller user name and password you used for the old portal. (A very small number of of users will sign in with their new accounts created for the switch to new portal.)
If you don't have access to the Customer Care Portal, contact your super administrator.

Open the Customer Care Portal

Note: Product permissions that were supported in the Google Cloud Support Center aren't supported in the Customer Care Portal.

For super administrators

If your users had access to the Google Cloud Support Center, they most likely have access to the Customer Care Portal. To give a user access, go to Assign reseller admin privileges.

If your organization has reseller accounts at multiple domains, follow the steps for partners with multiple reseller domains.

Managing cases in the portal

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Before you use the portal
  • Your customer must give you permission to access their account. Learn more at Change reseller's access to your account.
  • You sign in the portal with an user account in the reseller domain that manages the customer. If you have multiple reseller domains, you sign with a separate user account for each reseller domain. Learn more 
File a case for a customer
  1. Open the Customer Care Portal.
  2. Click Create support case.
  3. Click Create a new case on behalf of and select your customer.
  4. For Product type, select Google Workspace and enter a title to describe the issue.
    Note: If you can't enter Product Type or Category, the customer hasn't granted you access to file support cases on their behalf. 
  5. For Category, enter keywords and select an option.
  6. For Case description, review the information and answer any questions. 
  7. (Optional) To attach a file to your case, click Attach "" and browse to the attachment. 
  8. Select a severity level.
  9. If needed, change the language and time zone.
  10. Click Submit. It might take a minute for the case to appear in the My Cases list. 
  11. (Optional) To share the case, open the case and scroll to Case sharing to add email addresses.

If your customer has access to the Customer Care Portal, they can access cases that you file on their behalf. 

Review & update a case filed by a customer

You can review and update a customer's cases if you managed the customer when the case was filed. You can't access cases your customer filed when they were with another reseller.

  1. Open the Customer Care Portal.
  2. Choose an option:
    • To see cases for all of your customers, click My Cases.
    • To access cases for a specific customer, click My Customers and select the customer.

      By default, cases are sorted by their updated date.

  3. Choose an option:
    • Locate your case and click it to open it. 
    • Click Filter "" to find your case. You can filter by keyword, status, or severity. 
  4. Review your case and optionally update it with one or more of the following options:
    • Severity—Change the severity of the case. 
    • Close case—Select this option if the issue is no longer occurring.
    • Escalate (only available to Premium Support customers)—Escalate the urgency of the case.
    • Attachments—Upload a new attachment to the case. Contact support to remove an attachment.
    • Case history—Send a message to support.

    Note: You can reopen a closed case within 30 days. After that time, you need to file a new case. 

  5. Click Send.
Why can't I see all my customers?

To align with the portal’s security and privacy policy, as a reseller, you can view only the customers that are assigned to the reseller domain that you’re signed in to. If you have multiple reseller domains, you need to sign in to each domain to see the customers associated with the domain.

To set up user access to all of your domains, go to Partners with multiple reseller domains.

I'm a Support Partner. How do I access my customers’ support cases?

If you’re a Support Partner, your customers can give you support-only access to their account in the Google Cloud Support Center. For details, ask your customer to complete the steps in Give your reseller access to Google Cloud Support Center

Once you have access, you can file and manage cases for your customers in the Customer Care Portal.

Can I continue to use the Google Cloud Support Center?

No. Google has retired Google Cloud Support Center for Google Workspace customers. We encourage you to switch to the Customer Care Portal as soon as possible.

We will continue to add new features and functionality to Customer Care Portal. You can also suggest features you would like to see by clicking Send Feedback in the portal.

Partners with multiple reseller 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 you have multiple reseller domains, you sign with each domain to view customers assigned to that domain.

Give your users a free Cloud Identity account on your reseller domains so they can file cases for customers on those domains. Then your users can sign in to the Customer Care Portal and manage customers at each of your reseller domains. User can sign in to multiple browser tabs and switch between domains to look up customers and cases.

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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:
    • Support
    • ​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 notfications 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.

Support resources

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