Get product help from the Consumer Portal

---
title: Get product help from the Consumer Portal
description: Submit a case from the Consumer Portal to get help with a product question or issue.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-case-on-consumer-portal.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Consumer Portal, Customer communication, Use, Customer Service Management]
---

# Get product help from the Consumer Portal

Submit a case from the Consumer Portal to get help with a product question or issue.

## Before you begin

Role required: sn\_customerservice.consumer or sn\_customerservice.unified\_consumer

## Procedure

1.  Log in to the Consumer Portal.

2.  Navigate to **Requests** > **Submit a request** > **Get help** > **Get product help** in the portal header.

3.  Fill in the fields on the form.

<table id="table_clf_qrc_m3c"><thead><tr><th>

Fields

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Household

</td><td>

Household the customer belongs to.

</td></tr><tr><td>

Customer

</td><td>

Name of the customer. Selecting a household filters the list to members of that household only.

</td></tr><tr><td>

Product

</td><td>

Product that you need help with.

</td></tr><tr><td>

Subject

</td><td>

Brief summary of the issue.**Note:** When you start entering the subject, the application searches the configured knowledge bases and displays the results in the **Related Content** list.

</td></tr><tr><td>

Description

</td><td>

Detailed description of the issue.**Note:** When you start entering the subject, the application searches the configured knowledge bases and displays the results in the **Related Content** list.

</td></tr></tbody>
</table>4.  Add any attachment.

5.  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 **Requests** &gt; **View submitted requests** &gt; **View cases and tasks** from the portal header, and then select the case number.

**Related topics**  


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

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