A Cloud Administrator’s Perspective on Google Workspace: It Sucks

Google Workspace (formerly G Suite) is often touted as a powerhouse for productivity, but from a cloud administrator’s perspective, particularly when it comes to managing user data and troubleshooting issues, the platform leaves much to be desired. While it has undeniable strengths in collaboration and scalability, Google Workspace introduces significant pain points for administrators tasked with data management and issue resolution.

Overly Complex Access to User Data

Managing and accessing user data in Google Workspace can be a labyrinthine process. Administrators often face significant barriers when attempting to troubleshoot user accounts or access critical data, especially during emergencies.

For example:

Data Access Delays: When a user account is disabled or locked (e.g., due to a suspension or security policy), gaining access to their data requires multiple steps, including reactivating the account or exporting data using Google Takeout or APIs. These steps can take hours or even days, delaying problem resolution.
Inadequate Granular Permissions: While Google offers a wealth of admin controls, there’s no seamless way to gain temporary, targeted access to a specific user’s data for troubleshooting without full account reinstatement. This lack of precision can create unnecessary risks and inefficiencies.

Limited Tools for Recovering or Managing Lost Data

Despite its advanced infrastructure, Google Workspace struggles to provide administrators with straightforward tools for recovering or managing data loss:

Inflexible Data Retention Policies: Admins must proactively configure retention rules in Google Vault or face permanent loss of deleted files. If a policy wasn’t set up correctly in advance, retrieving data that’s been removed or purged is virtually impossible.
Recovery Roadblocks: Even with tools like Vault, recovering emails or Drive files from a former employee’s account often requires jumping through hoops. This is particularly frustrating when working with archived or deleted accounts.
Limited Backup Integration: Google doesn’t offer native, full-featured backup solutions. While third-party tools exist, their integration with Workspace can be costly and complex. This puts additional strain on IT budgets and admin workflows.

Unintuitive Admin Console

Google Workspace’s Admin Console is a paradox: it has numerous settings and capabilities, but it often feels like they’re buried under layers of unintuitive menus.

Disjointed User Management: Simple tasks, such as resetting passwords, managing MFA, or changing permissions, require navigating between disparate areas of the console. This inefficiency compounds when dealing with a large organization.
Sparse Error Reporting: Error messages, especially those tied to failed syncs or account suspensions, are vague at best. Admins frequently find themselves scouring Google’s support forums to decipher cryptic error codes or unclear troubleshooting steps.

Unreliable and Bureaucratic Support

Google Workspace’s support system is another major weak point for administrators, especially when dealing with critical issues involving user data.

Generic Responses: First-tier support often provides scripted answers that fail to address nuanced technical problems. It can take multiple escalations to reach someone with the expertise to resolve complex data-related issues.
Protracted Resolution Times: Even with higher-tier subscriptions like Business Plus or Enterprise, resolving cases involving data access or loss can take weeks. For organizations that rely on real-time productivity, these delays are unacceptable.

Over-Reliance on APIs

While Google offers APIs for advanced administrative tasks, relying on them for basic functionality is a poor substitute for native tools.

Steep Learning Curve: APIs require technical knowledge and coding skills that many administrators lack. This makes tasks like bulk data exports, user provisioning, or audit logging unnecessarily challenging for small IT teams.
Errors and Limits: Even skilled admins often encounter API limits or errors that disrupt workflows, leaving them scrambling for workarounds in critical situations.

Security vs. Accessibility Trade-Offs

Google Workspace’s commitment to security is commendable, but it often comes at the expense of administrative accessibility.

Account Recovery Hassles: Strict security measures can make it difficult to regain access to compromised or locked-out accounts. Admins must navigate endless verification steps, even when acting on behalf of a legitimate user.
Audit Logs Overload: While audit logs provide valuable security data, they are overwhelming to sift through when searching for specific incidents. The lack of user-friendly filtering or search capabilities exacerbates this issue.

Conclusion: A Frustrating Experience for Cloud Administrators

For all its benefits, Google Workspace often prioritizes end-user experience at the expense of administrative efficiency. The platform’s cumbersome tools for managing user data, coupled with inadequate recovery options and opaque support processes, make it a frustrating choice for cloud administrators.

If your organization relies heavily on streamlined IT workflows and fast problem resolution, Google Workspace might not be the ideal solution without significant investments in third-party tools and advanced technical expertise. Google needs to address these shortcomings to truly be a top-tier solution for enterprise IT management.