How to Submit and Track ScreenMeet Support Tickets
Overview
This article explains how to submit a ScreenMeet support ticket through the Jira Support Portal, how ticket communication works, and how to view and manage your organization's tickets. It applies to all ScreenMeet products and integrations.
All Support Requests Must Go Through the Jira Support Portal
ScreenMeet handles every support inquiry through the ScreenMeet Jira Support Portal. Support is not provided through the personal email addresses of individual ScreenMeet support team members.
Routing every request through the portal gives your team and ScreenMeet full visibility into each issue, keeps a complete history on the ticket, and ensures your request is covered by SLA tracking. It also ensures that the entire support team has visibility in cases where the person being emailed is out of office.
Do You Need a Support Portal Account?
No account is required to submit a ticket. Enter your email address in the Email confirmation to field on the ticket form, and you receive every ticket update by email.
An account is optional. Create a ScreenMeet Support Portal account only if you want to view all of your organization's open support tickets in one place. See Viewing Your Organization's Support Tickets below.
How to Report an Issue
Open the ScreenMeet support ticket form and complete each field below. Complete details help the support team begin troubleshooting without additional back-and-forth.
Request Type: Select the ScreenMeet product the ticket is about.
Severity: Select the severity level that matches the business impact. See Severity Levels below.
Session ID: Enter the unique session ID of the affected session. You can find it in any of these locations:
The URL in the agent's browser during the session.
The session history.
The related case or record in your CRM.
Summary: Write a brief, specific summary of the issue.
Platform: Select the platform or CRM in use, such as Salesforce or ServiceNow.
Description: Provide details that help troubleshoot the issue, including:
Steps to reproduce the problem.
Expected behavior and actual behavior.
When the issue started and how many users are affected.
Attachments: Attach screenshots, screen recordings, or logs that show the issue.
Click Send to submit the ticket.
Severity Levels
Choose the severity level based on the issue's impact on your operations. Accurate severity ensures the ticket is prioritized correctly under SLA guidelines.
Severity | Definition |
|---|---|
Severity 1 | Critical production outage. The ScreenMeet service is completely down, inaccessible, or unavailable. |
Severity 2 | Major problem. The service is severely limited or degraded, causing significant impact to operations. |
Severity 3 | Non-critical issue that affects performance but does not stop normal operations. A workaround may be available. |
Severity 4 | Minor or cosmetic problem with minimal business impact, such as a documentation error or an operational nuisance. |
When to Use Severity 1
Reserve Severity 1 for critical production outages where the service is completely unavailable. For other time-sensitive issues, select Severity 2 and include Urgent in the ticket summary so the request is handled promptly within SLA guidelines.
After You Submit a Ticket
After submission, you receive a confirmation email with your ticket reference number. Use this number in any follow-up about the issue.
How Ticket Communication Works
All communication about a ticket takes place on the ticket in the Jira Support Portal. Each update, including responses from the ScreenMeet support team, is recorded on the ticket and sent by email to every ticket participant from jira@screenmeet.atlassian.net.
To respond, reply to a notification email from
jira@screenmeet.atlassian.netor add a comment on the ticket in the portal. Both methods add your response to the ticket.To include colleagues, add them as participants on the ticket so they receive every update.
Do not send ticket details to a support team member's personal email address. Messages sent outside the ticket are not tracked.
Allow Email from the Support Portal
Add jira@screenmeet.atlassian.net to your email allowlist or safe senders list so ticket updates are not filtered to spam or quarantine.
Viewing and Managing Your Support Tickets
Ticket updates arrive by email by default. A Support Portal account gives you full access to view, search, and manage your tickets and your organization's tickets in one place.
If You Have Already Submitted a Ticket
Open the ScreenMeet Support Portal login page.
Click Forgot Password.
Enter the same email address you used to submit your ticket.
Follow the instructions in the email you receive to set a password.
Log in with your email address and new password.
Click Requests, then All Requests, to view your tickets.
If You Have Not Yet Submitted a Ticket
Open the ScreenMeet Support Portal login page.
Enter your email address and click Next.
Click Sign Up with Password and create a password.
Log in with your email address and password.
Submit your ticket as described in How to Report an Issue.
Click Requests, then All Requests, to view your tickets.
What the Requests Page Shows
The Requests page lists tickets submitted by you and by others in your organization. You can search, filter, and open any ticket to view its full history.
Column | Description |
|---|---|
Type | The category of the request, such as technical support. |
Reference | The unique ticket reference number. |
Summary | A brief description of the issue. |
Status | The current state of the ticket, such as Open, In Progress, or Awaiting Customer Response. |
Requester | The person who submitted the ticket. |