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Take control of your support experience with the new Greenshades Support Portal 

Submit, manage, and resolve your support requests with ease using our new Support Portal. Get real-time updates and a complete view of your support history — all in one convenient place. Log in or create your account to get started and enjoy: 

  • Fast Help, Fewer Steps: Submit, track, and update support requests directly with our team anytime, 24/7. 
  • Full Visibility: View all your open and closed cases in one place, including those submitted by other admins. 
  • Better Collaboration: Keep your whole team informed with automatic email updates and in-portal comments. 
  • Future-Ready Support: Built for busy seasons and smoother experiences, the Support Portal is your single home for new cases. 

Important Note: The Support Portal is replacing Support@Greenshades.com. To ensure your support cases are handled promptly, please use the portal for all new requests. 

 

Table of Contents

 

Accessing the Support Portal

1. From this article within the Knowledge Base: 

  • Click the blue button in the top right corner titled Submit/View Cases 

2. From within your Greenshades environment

  • Go to Workspace Settings. 
  • Click Support Articles. 
  • Select Submit/View Cases in the top‑right. 

 

3. If you’ve already created an account, sign in with your credentials. If this is your first time, proceed to the next section to create an account. 

Creating an Account for the Support Portal 

1. On the portal landing page, click Join. 

2. Enter your email address associated with your Greenshades Online account.

3. Check your inbox and click the secure link to finish setting your portal password. 

4. Create your password for the portal and sign in. 

Important note: You’ll use the same email as your Greenshades Online account, but you’ll create a different password for the Support Portal. Your Greenshades Online password does not change. 

 

Troubleshooting

  • No email received? Check spam/junk. Search for "Greenshades". If using IT-managed filtering, ask IT to allow our notification domain. 
  • Link expired? Click Join again to request a fresh link. Links are time‑bound for security. 
  • Wrong email? You must use the same email tied to your Greenshades Online admin profile. 

 

In the Portal

Cases Screen Overview

When you sign in, you’ll land on the Cases screen. If your organization is new to the portal, this list may be empty at first. If other admins at your company have created cases, you may see them listed. Use the filters to quickly find what you need. You can come to your portal and review your cases and status 24/7. 

Important Note: Only cases created starting April 21, 2025, will be shown here. If someone else within your company has submitted an issue, you might see it. 

 

Creating a New Case

Click + New on the Cases screen and complete the form. Some fields will be required in order to create a new case. The more details, the better! 

Privacy note: Do not paste PII (SSNs, DOBs, bank details) into case subjects or comments. 

  • Click Submit. 
  • You’ll see a confirmation pop‑up; a case number is assigned. 
  • You’ll receive an email notification confirming the case was created. 
  • Our team routes and assigns the case to a support agent. 

 

Working a Case

Click any Case # to open the details page. 

If you want to add details to a case, or ask a question: 

  • Click New Comment. 
  • Enter your message. Add files if helpful. 
  • Click Post. Your agent is notified and will respond in‑thread. 
  • All activity appears in the timeline for transparency. 

Important Note: You’ll get emails when the agent updates the case, comments on the case, or closes the case. 

 

Common Questions (FAQ)

Q: I can’t log in—my Greenshades Online password isn’t working. 

  • A: The Support Portal uses the same email address, but a different password. Click Join (or Forgot password) to set/reset your portal password. 

Q: Where are my older email cases? 

  • A: Portal visibility begins April 21, 2025. Older email-based cases may not appear in the list view. 

Q: Can others at my company see my case? 

  • A: Yes, admins in your company may see cases created by other admins, offering full visibility for collaboration. 

Q: How will I know when there’s an update? 

  • A: You’ll receive email notifications for key events (updates, comments, or case closed). All updates also show in the case timeline. 

Q: What’s the best way to speed up resolution? 

  • A: Provide as much detail as possible when opening a new case. Then, respond promptly to requests and updates from your agent. 

 

Keywords: portal, how-to, cases, tickets, customer support, customer service