Introducing the Greenshades Support Portal

When you need help, you shouldn’t have to dig through email threads or wonder if your message was received. With our new Greenshades Support Portal, you can get help fast, track every case, and stay in the loop from start to finish.

Benefits of the 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. 

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

You will receive real-time updates as your case progresses, eliminating the need to manage support through your inbox.

How to Start Using the Portal

You can start using the Greenshades Support Portal today for faster, more transparent help. Beginning November 15, all new support requests will be managed through the portal instead of email. This update streamlines communication and ensures every case is tracked and resolved efficiently.

To get started:

• Log in or create your account using the same email as your Greenshades Online profile.
• Submit your next case directly in the portal for the fastest response.

After logging in, you can view all current and past cases, including those opened by other admins at your company. 

Visit the Getting Started Guide for Help

Built for a Better Support Experience

The Support Portal is just one of the ways we’re improving the Greenshades experience. As your team grows and your needs evolve, we’re continuing to invest in tools that make support faster, clearer, and more connected.

If you ever have questions while getting started, our team is here to help — every step of the way.

Common Questions

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.