Take control of your support experience with the new Greenshades Support Portal.
Easily submit, manage, and resolve your support requests through our new Support Portal. Additionally, you can submit all billing-related requests, keeping everything organized in one convenient location. Get real-time updates and a complete view of your submission history — log in or create your account to get started.
- 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.
Note: The Support Portal is replacing email support on November 15. To ensure your support and billing cases are handled promptly, please use the portal for all new requests. You can also contact us via phone at: 888-255-3815 x1
Table of contents
Accessing the Support Portal
1. If you are reading this article on our Support site:
- In the top right corner, select Submit/View Cases
2. From within your Greenshades environment:
- Navigate to Workspace Settings
- Choose 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.
Note: The Portal is intended for admin users.
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.
Note: Use the same email as your Greenshades Online account; however, you will create a different password for Support Portal access. 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. For security, links expire after a certain amount of time.
- Wrong email? You must use the same email associated to your Greenshades Online admin profile.
In the Portal
Cases screen overview
When you sign in, you arrive at Cases. When your organization is new to using 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 at any time, day or night.
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
Select New in the Cases screen and complete the form. Some fields will be required in order to create a new case. The more details you can provide, the better our team can assist you!
Note: To protect privacy and data security, do not paste PII (SSNs, DOBs, bank details) into case subjects or comments.
After you click Submit, the following happens:
- You receive an on-screen confirmation showing the assigned case number.
- You 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 view.
If you want to add details to a case or ask a question:
- Choose New Comment.
- Enter your message. Attach files if helpful. Remember to remove or obscure any personally identifiable information from attachments.
- Select Post. Your agent is notified and will respond in‑thread.
- All activity appears in the timeline for transparency.
Note: You will receive an email when the agent updates the case, comments on the case, or closes the case.
Common questions
Q: What requests can I submit through the portal?
- A: You can submit product support related requests and billing requests through the portal.
Q: I can’t log in because 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: Who should use this portal?
- A: This portal is intended for admin users. While not required, users without admin permissions may have limited access, and Support may be unable to assist with certain actions. For the best experience, have your admin complete or manage requests here.
Q: How will I know when there’s an update?
- A: You will 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.