---
title: "Reporting Issues & Creating Portal Account"
slug: "reporting-issue-create-account"
description: "Learn how to report an issue effectively, select severity levels, and manage your support tickets in our comprehensive guide."
updated: 2025-01-24T19:59:36Z
published: 2025-01-24T19:59:36Z
canonical: "docs.screenmeet.com/reporting-issue-create-account"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.screenmeet.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reporting Issues & Creating Portal Account

## **How to Report an Issue**

> **Note: When submitting a ticket for the first time, we recommend** [**creating an account**](https://screenmeet.atlassian.net/servicedesk/customer/user/signup) **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](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.
    - > [!CAUTION]
> **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.