Support for Google Workspace resellers

• You sign in with a user account in your reseller domain, for example reseller.example.com. If you have multiple reseller domains, sign with the user account for each reseller domain.
• Your customer must give you permission to access their account. Learn more at Change reseller's access to your account.

Requirements: To file and manage cases, your customer must give you permission to access their account. Learn more at Change reseller's access to your account.

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

1. Open the Google Cloud Support Portal.
2. Click Create support case.
3. Click Create a new case on behalf of and select your customer. Note: The customer's address and contact information is set in your Partner Sales Console.
4. For Product type, select Google Workspace and enter a title to describe the issue.
   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 and add a user or group email address.

If your customer has access to the Google Cloud Support Portal, they can access cases that you file on their behalf.

If you managed the customer when a case was filed, you can view and update the customer's case. You can't view cases submitted when another reseller managed the customer.

1. Open the Google Cloud Support Portal.
2. Choose an option:
   • To view cases for all of your customers, click My Cases.
   • To view cases for a specific customer, click My Customers and select the customer.

     By default, cases are sorted by their updated date.

   • Click Filter to find your case. You can filter by keyword, status, or severity.

3. 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.

4. Click Send.

The portal shows 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 view the customers associated with the domain.

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