canonical: https://jentic.com/apis/googleapis.com/cloudsupport

# Google Cloud Support API

The Google Cloud Support API manages technical support cases for the Customer Care offerings attached to a GCP organization, project, or billing account. It exposes case creation, search, escalation, comment threads, and attachment download so support teams can integrate Google's support workflow into their own ticketing and incident systems. It is most often used to mirror cases into ServiceNow or Jira, automatically escalate critical issues, and pull case histories into postmortems.

## For AI agents

Open, comment on, escalate, and close Google Cloud support cases programmatically and download case attachments. Lets agents drive Google's support workflow from inside an internal incident system.

## Scope

Does not raise tickets for non-Google products, manage Google Workspace support, or process billing disputes - use for technical Google Cloud support cases under Customer Care offerings only.

## Capabilities

- Open Google Cloud support cases under a project, folder, or organization parent
- Search cases by priority, product, or update time and read full case details
- Add threaded comments to an existing case from an internal ticketing system
- Escalate cases with a documented reason when SLOs are at risk
- Download attachments shared by Google support engineers
- Look up valid case classifications before filing a new case

## Use cases

### Mirror Cloud Cases Into ServiceNow

Pipe new and updated Google Cloud support cases into an internal ITSM system so on-call engineers can triage everything from one queue. The API exposes case search and per-case get with comments, letting an integration poll for changes or push updates back to Google with a write-through pattern. Most rollouts are live in under a week.

Example prompt: Search for cases with priority=P1 created in the last 24 hours and create a matching ServiceNow incident for each one

### Programmatic Case Escalation

Auto-escalate Google Cloud support cases when an internal SLO is at risk. The escalate endpoint accepts a reason and a justification and pushes the case to the next response tier without a human waiting on hold. Pair it with a watcher that monitors customer impact metrics and you have a hands-off escalation path.

Example prompt: If case projects/acme/cases/123 is older than two hours and has priority=P2, call the escalate endpoint with reason=BUSINESS_IMPACT

### Postmortem Evidence Collection

Pull the full transcript and attachments of a Google Cloud support case into a postmortem document. The API exposes attachments.list and a download endpoint so an agent or runbook can fetch logs and screenshots Google's support engineers shared, attach them to an incident report, and close the case once everything is captured.

Example prompt: List attachments on case projects/acme/cases/789, download each via the download endpoint, and attach them to the matching incident doc

### Agent-Mediated Case Filing

An AI agent embedded in a developer tool can file a Google Cloud support case on behalf of the user when an error matches a known unsupported scenario. Through Jentic the agent searches for 'create google cloud support case', loads the cases.create schema, and submits the case with the right classification without the user leaving the tool.

Example prompt: Use Jentic to call cases.create under projects/acme with display_name='BigQuery slot exhaustion', priority=P2, and the matching case classification

## Key endpoints

| Method | Path | Description |
| --- | --- | --- |
| GET | /v2/caseClassifications:search | Look up valid case classifications before filing |
| POST | /v2/{+name}:close | Close a resolved support case |
| POST | /v2/{+name}:escalate | Escalate a case to a higher response tier |
| GET | /v2/{+name}:download | Download an attachment from a case |
| GET | /v2/{+parent}/attachments | List attachments on a case |

## Key resources

- **Cases** — Create, get, update, search, escalate, and close Cloud support cases
- **Comments** — List and add threaded comments on a case
- **Attachments** — List and download files attached to a case
- **Case Classifications** — Look up the supported product/component pairs required when filing a case

## Why Jentic

- **Setup:** Wiring the Google Cloud Support API by hand means setting up Google OAuth 2.0, minting short-lived tokens against the cloud-platform scope, and addressing each case by resource name against cloudsupport.googleapis.com yourself. Through Jentic you install once, import the Google Cloud Support API from the API Directory, store the OAuth credential once, and your agent calls it.
- **Permission scoping:** Cloud Support puts the case resource name in the URL path (/v2/{+name}:close, /v2/{+parent}/attachments), so a rule can pin your agent to one case: it can list attachments and download them there and nothing else. You choose the operations it may call, so case close or escalate are not included unless you add them.
- **Credential handling:** Your Cloud Support OAuth credential is stored once, encrypted, by your own Jentic One instance and injected at execution time. It never enters the agent's prompt, logs, or context.
- **Discovery method:** Agents search Jentic by intent such as 'create a Google Cloud support case' or 'escalate a support case', and Jentic returns the matching Cloud Support operation with its input schema so the agent calls the right endpoint without browsing the reference docs.

## Related APIs

- **Cloud Resource Manager API** — Provides the project, folder, and organization parents that Cloud Support cases are filed under
- **Cloud Tasks API** — Queues case-sync jobs to back-pressure heavy mirror integrations
- **Cloud Monitoring API** — Surfaces the metrics and incidents that often justify opening a Cloud support case

## FAQ

### What authentication does the Cloud Support API use?

It uses Google OAuth 2.0 with the https://www.googleapis.com/auth/cloud-platform scope. Through Jentic the OAuth credentials are stored encrypted in your Jentic One instance and only short-lived access tokens are sent to the agent runtime.

### Can I escalate a support case with the API?

Yes. Call POST on /v2/{name}:escalate with an escalation reason and justification. The case is moved to a higher response tier immediately and the action is recorded in the case timeline.

### What are the rate limits for the Cloud Support API?

Google enforces per-organization quotas on case writes such as create, escalate, and close, with read endpoints like search and get allowed at higher rates. Bulk integrations should rely on incremental search with a sort by update_time and avoid retrying writes in tight loops.

### How do I create a support case through Jentic?

Search Jentic for 'create google cloud support case', load the cases.create schema, and execute the call against /v2/{parent}/cases with display_name, description, priority, and classification fields. Jentic returns the schema so the agent fills only the required fields.

### Does Cloud Support API access require a paid support plan?

Yes. The account or organization must have an active Google Cloud Customer Care offering before cases can be created. The API itself has no per-call price beyond the support plan cost.

### Can I download attachments from a support case?

Yes. List the attachments under /v2/{parent}/attachments and call the download endpoint at /v2/{name}:download to stream the file contents. This is useful when collecting Google-supplied logs into an internal postmortem.

### Can I limit what my agent is allowed to do with the Google Cloud Support API?

Yes. Jentic One is self-hosted, so your own rules decide which Cloud Support operations and OAuth credentials the agent may use. Because each case resource name sits in the URL path (for example /v2/{+name}:close and /v2/{+parent}/attachments), you can pin the agent to a single case so it only lists and downloads that case's attachments and nothing else. You pick the operations it may call, so write actions like closing or escalating a case are excluded unless you explicitly add them.