Reporting Issues & Creating Portal Account

How to Report an Issue

Note: When submitting a ticket for the first time, we recommend creating an account to easily track and manage your requests in the support portal.

To report an issue, please follow this link: https://screenmeet.atlassian.net/servicedesk/customer/portal/2/group/2/create/9.

You will be presented with a form that must be filled out to ensure your issue is properly tracked and addressed.

Steps to Report an Issue:

1. Request Type: Select the relevant product the ticket is about

   Severity: Choose the severity level based on the issue's impact:

   • Severity 1: A critical problem where the ScreenMeet Service is completely down, inaccessible, or unavailable.

     • Important note regarding Severity 1

       Severity 1 is for critical production outages where the service is completely unavailable, requiring immediate resolution.

       For other urgent issues, use Severity 2 with “Urgent” in the title to ensure prompt handling within SLA guidelines.

   • Severity 2: A major problem where the service is severely limited or degraded, causing significant impact to operations.

   • Severity 3: A non-critical issue affecting performance but not hindering normal operations. A workaround may be available.

   • Severity 4: A minor or cosmetic problem with minimal business impact (e.g., documentation errors or operational nuisances).

2. Session ID: Provide the unique session ID for the affected session. This can be found:

   • In the URL of the agent’s browser (see example below).

   • In session history.

   • Via the CRM case number.

3. Summary: Write a brief summary of the issue.

4. Platform: Indicate the platform or CRM used.

5. Description: Provide detailed information to help troubleshoot the issue, including:

   • Steps to reproduce the problem.

   • Relevant details about the bug.

6. Attachments: Include any images or videos showing the issue to assist in observation and resolution.

After Submission

Once the issue is submitted:

• You will receive an email confirmation with a ticket number for tracking.

• All communications regarding the issue will be handled via email.

• A support agent will respond as quickly as possible.

Viewing Support Desk Tickets

By default, you can view ticket updates via the email responses sent to you after submitting a ticket. However, to gain full access to view and manage your tickets in the support portal, follow these steps:

If You Have Already Submitted a Ticket:

1. Submit a Ticket:

   • Submit your ticket as described above. After submission, you will receive a reference number via email.

2. Create Your Account:

   • Click "Forgot Password" on the login screen of the support portal.

   • Enter the same email address you used to submit your ticket.

   • Follow the instructions sent to your email to set up a password.

3. Log In to the Portal:

   • Visit the support portal and log in with your email and newly created password.

4. Access Your Tickets:

   • After logging in, navigate to the "Requests" page. You can do this by:  

     • Clicking the "All Requests" link or navigating to the provided URL.

   • On this page, you will see a list of all tickets submitted by your organization.

5. What to Expect:

   • The "Requests" page displays the following details:  

     • Type: The category of the request (e.g., technical support).

     • Reference: The unique reference number for the ticket.

     • Summary: A brief description of the issue.

     • Status: The current status of the ticket (e.g., Open, In Progress, Awaiting Customer Response).

     • Requester: The person who submitted the ticket.

   • You can search, filter, and view the status of all tickets submitted by your organization.

If You Have Not Yet Submitted a Ticket:

1. Create an Account:

   • Visit the support portal and enter your email address on the login screen.

   • Click "Next" to proceed to the sign-up page.

   • Click "Sign Up with Password" and create a password for your account.

2. Log In:

   • After creating your account, log in with your email and password.

3. Submit a Ticket:

   • Follow the steps in the "How to Report an Issue" section above to submit your first ticket.

4. Access Your Tickets:

   • After submission, you can navigate to the "Requests" page to view and manage all tickets submitted by your organization.