Manage support cases

Premium, Role-Based, and Enterprise Support plans let you manage support cases in the Google Cloud Console.

For Premium Support plans, you must first configure access control to Cloud Support for organizations using Identity and Access Management (IAM). Users must have the Tech Support Editor role to create or modify support cases. Users with the Tech Support Viewer role can only view support cases.

To get Premium Support for your organization, contact your Google Cloud Sales representative or request one.

Creating cases

To create a new support case:

  1. Sign in to the Google Cloud Console Support page as a support user.
  2. Select the project for which you'd like to open a support case.
  3. Open Cases.
  4. Click Create case.
  5. Complete the required fields and submit the form.

After you submit the form, you will be redirected to the Case page where you can comment on the case, upload file attachments, or modify case attributes. The support team will respond to the case based on its priority and the support role of the user (for Role-Based support plans) at the time of creation.

Managing cases

To view existing support cases:

  1. Sign in to the Google Cloud Console Support page as a support user.
  2. Select the organization or a project within the organization.
  3. Open Cases.

The Cases page provides a list of your organization's support cases based on the selected resource. For example, if you select an organization, all cases for the organization are displayed. If you select a project, only the cases associated with that project are displayed.

To filter the list of cases, use Search or the filter controls.

To view the details or update a support case:

  1. Click a case title from the list on the Cases page to select it.
  2. If the case is open you can add comments, upload file attachments, or edit case attributes.
  3. If the case was closed less than 30 days ago, you can reopen it. Otherwise, to reactivate a closed case, you need to create a new support case.

Enabling case sharing

Case sharing lets users in your organization, and outside of it, track support cases through email. They are able to comment by replying to the messages and do not need to access the Google Cloud Console. This is only available to Premium plan customers.

Case sharing is disabled by default, but can be enabled by a Support Account Administrator. When case sharing is enabled, any user with cloudsupport.techCases.update permissions can add recipients by their email address.

To enable case sharing:

  1. Sign in to the Google Cloud Console Support page as a Support Account Administrator.
  2. Select the organization or a project within the organization.
  3. Select Settings from the side menu.
  4. Click Enable case sharing.

Viewing known issues with Google Cloud services

The Google Cloud Support team posts information about known issues affecting Google Cloud services as they arise. This information is available to users with the Development or Production Role-Based Support plans. For the Premium Support plan, you must be a Tech Support Editor (roles/resourcemanager.techSupportEditor) or Tech Support Viewer (roles/resourcemanager.techSupportViewer) to see the list of issues.

All users, regardless of support role, can access the Cloud Status Dashboard.

To view known issues from the Cloud Console:

  1. Sign in to the Google Cloud Console Support page as a support user.
  2. Open Cases.
  3. Select Known Issues.

To automatically receive updates for any known issue, you can create a linked case to it. The following can create linked cases:

  • Premium Support plan (only those assigned the Tech Support Editor role)
  • Development Role-Based Support plan
  • Production Role-Based Support plan
  • Business Critical users

If there are any open known issues that might be affecting your Google Cloud services, you will also see a notification on the case creation page. For more information see the Google Cloud Status Dashboard FAQ.

What's next

Understand how to configure user access to support cases in the Google Cloud Console using Identity and Access Management.