Create a case from the Consumer Service Portal

task australia Updated Sep 10, 2026 1 min read create-case-consumer-portal.md

Raw file servicenow.com

As a user with the consumer role, you can create cases from the Consumer Service Portal.

Before you begin

Role required: sn_customerservice.consumer

Procedure

Log in to the Consumer Service Portal.
Select Get Help in the portal header.
Choose between Get Product Help and Get Order Help.
Enter or search for a customer.
Enter a product or an order depending on what you selected above.
Enter a brief description in the Subject field.

Note: When you start entering the subject, the application searches for the relevant content in the knowledge bases configured for the portal and is displayed in the Related Content list.
Add a description in the Description field and add any attachment.

Note: Currently, the Save as Draft option isn't optimized for Customer Service Management, and it’s inactive by default.
Select Submit.

Result

The new case is created and added to the Cases list. To view the case, select the link in the case creation message or select Cases in the portal header, and then select the case number.

Chat with an agent from the Consumer Service Portal

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---
title: Create a case from the Consumer Service Portal
description: As a user with the consumer role, you can create cases from the Consumer Service Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-case-consumer-portal.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Consumer Service Portal, Customer communication, Use, Customer Service Management]
---

# Create a case from the Consumer Service Portal

As a user with the consumer role, you can create cases from the Consumer Service Portal.

## Before you begin

Role required: sn\_customerservice.consumer

## Procedure

1. Log in to the Consumer Service Portal.

2. Select **Get Help** in the portal header.

3. Choose between **Get Product Help** and **Get Order Help**.

4. Enter or search for a customer.

5. Enter a product or an order depending on what you selected above.

6. Enter a brief description in the **Subject** field.

**Note:** When you start entering the subject, the application searches for the relevant content in the knowledge bases configured for the portal and is displayed in the **Related Content** list.

7. Add a description in the **Description** field and add any attachment.

**Note:** Currently, the **Save as Draft** option isn't optimized for Customer Service Management, and it’s inactive by default.

8. Select **Submit**.

## Result

The new case is created and added to the Cases list. To view the case, select the link in the case creation message or select **Cases** in the portal header, and then select the case number.

**Related topics**

[View a case from the Consumer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/view-cases-consumer-portal.md)

[Chat with an agent from the Consumer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/start-chat-agent-consumer-portal.md)