File & review support cases

You can use the Google Cloud Support Portal to easily file, track, and respond to support cases. You can also use the portal to track the status of Google Workspace services. 

Are you a reseller or partner? Go to Support for Google Workspace resellers.

Before you begin

To file or review cases, you must:

• Be a super administrator or an admin with the Support privilege. For details, go to Give users access to the Google Cloud Support Portal.
• Have access to Google Cloud Platform services. For details, go to Turn Google Cloud Platform on or off for users. 

File a support case

Important: Do not include any personally identifiable information in your case or attachments to the case. 

1. Open the Cloud Support Care Portal.
2. Click Create support case.
3. For Product type, select your product (for example, Google Workspace) and enter a title to describe the issue.
4. If you're an Assured Controls customer, select a Regulatory Regime.
5. For Category, enter keywords and select an option.
6. For Case description, review the information and answer any questions. Ensure that you also review and gather the relevant details before contacting support. For details, go to Before you contact support: Gather key information.
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. 

Share a case

You can share a case with users inside and outside of your organization without giving them access to the Google Cloud Support Portal. Users can track the case through email and comment by replying to messages.

1. Open the case.
2. Scroll to Case sharing and add up to 10 email addresses, separated by commas.

Review & update a case

1. Open the Google Cloud Support Portal.
2. Click My CasesFor my domain.

   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 Search (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.

Check the status of a service

1. Open the Google Cloud Support Portal.
2. In the System status section, review a summary of any issues with a Google Workspace service. 
3. (Optional) To go to the Google Workspace Status Dashboard, click Google Workspace Status. 
4. For details about issues from the last 3 months, on the left, click System Status .
5. (Optional) To filter by status and start or end date, click Filter , select an option, and click Apply. 
6. Click an issue to see details, such as workarounds and latest updates.
7. (Optional) To file a case against an issue and get updates from support, click Create case. 

When the issue is resolved, the case is automatically closed.