<h2>How to Report an Issue</h2><blockquote>Note: When submitting a ticket for the first time, we recommend <a target="_blank" rel="nofollow noopener noreferrer" href="https://screenmeet.atlassian.net/servicedesk/customer/user/signup">creating an account</a> to easily track and manage your requests in the support portal.</blockquote>To report an issue, please follow this link:&nbsp;<a target="_blank" rel="noopener noreferrer nofollow" href="https://screenmeet.atlassian.net/servicedesk/customer/portal/2/group/2/create/9">https://screenmeet.atlassian.net/servicedesk/customer/portal/2/group/2/create/9</a>.You will be presented with a form that must be filled out to ensure your issue is properly tracked and addressed.<h3>Steps to Report an Issue:</h3><ol><li>Request Type: Select the relevant product the ticket is aboutSeverity: Choose the severity level based on the issue's impact:<ul><li>Severity 1: A critical problem where the ScreenMeet Service is completely down, inaccessible, or unavailable.<ul><li></li></ul><blockquote>Important note regarding Severity 1Severity 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.</blockquote></li><li>Severity 2: A major problem where the service is severely limited or degraded, causing significant impact to operations.</li><li>Severity 3: A non-critical issue affecting performance but not hindering normal operations. A workaround may be available.</li><li>Severity 4: A minor or cosmetic problem with minimal business impact (e.g., documentation errors or operational nuisances).</li></ul></li><li>Session ID: Provide the unique session ID for the affected session. This can be found:<ul><li>In the URL of the agent’s browser (see example below).</li><li>In session history.</li><li>Via the CRM case number.</li></ul></li><li>Summary: Write a brief summary of the issue.</li><li>Platform: Indicate the platform or CRM used.</li><li>Description: Provide detailed information to help troubleshoot the issue, including:<ul><li>Steps to reproduce the problem.</li><li>Relevant details about the bug.</li></ul></li><li>Attachments: Include any images or videos showing the issue to assist in observation and resolution.</li></ol><h3>After Submission</h3>Once the issue is submitted:<ul><li>You will receive an email confirmation with a ticket number for tracking.</li><li>All communications regarding the issue will be handled via email.</li><li>A support agent will respond as quickly as possible.</li></ul><hr><h3>Viewing Support Desk Tickets</h3>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:<h4>If You Have Already Submitted a Ticket:</h4><ol><li>Submit a Ticket:<ul><li>Submit your ticket as described above. After submission, you will receive a reference number via email.</li></ul></li><li>Create Your Account:<ul><li>Click "Forgot Password" on the login screen of the support portal.</li><li>Enter the same email address you used to submit your ticket.</li><li>Follow the instructions sent to your email to set up a password.</li></ul></li><li>Log In to the Portal:<ul><li>Visit the support portal and log in with your email and newly created password.</li></ul></li><li>Access Your Tickets:<ul><li>After logging in, navigate to the "Requests" page. You can do this by:<ul><li>Clicking the "All Requests" link or navigating to the provided URL.</li></ul></li><li>On this page, you will see a list of all tickets submitted by your organization.</li></ul></li><li>What to Expect:<ul><li>The "Requests" page displays the following details:<ul><li>Type: The category of the request (e.g., technical support).</li><li>Reference: The unique reference number for the ticket.</li><li>Summary: A brief description of the issue.</li><li>Status: The current status of the ticket (e.g., Open, In Progress, Awaiting Customer Response).</li><li>Requester: The person who submitted the ticket.</li></ul></li><li>You can search, filter, and view the status of all tickets submitted by your organization.</li></ul></li></ol><h4>If You Have Not Yet Submitted a Ticket:</h4><ol><li>Create an Account:<ul><li>Visit the support portal and enter your email address on the login screen.</li><li>Click "Next" to proceed to the sign-up page.</li><li>Click "Sign Up with Password" and create a password for your account.</li></ul></li><li>Log In:<ul><li>After creating your account, log in with your email and password.</li></ul></li><li>Submit a Ticket:<ul><li>Follow the steps in the "How to Report an Issue" section above to submit your first ticket.</li></ul></li><li>Access Your Tickets:<ul><li>After submission, you can navigate to the "Requests" page to view and manage all tickets submitted by your organization.</li></ul></li></ol>

How to report an issue

How to Report an issue

ScreenMeet 2025 Release Notes

403 Forbidden while making API request

404 NO_ACCESS

Installing ScreenMeet for Salesforce

Advanced CSS customization

AI Assist

AI Assist Overview

Overview

AI Release Notes Q4 24

Requirements

AI Summarization

AI Summary History

AI Summary Privacy

AI Summary Studio

Android SDK Quickstart

How-to: Setup the app for Laser Pointer

How-to: Display a video stream to the end-user

Egress IP Addresses

AWS S3 File Storage

Configuring ScreenMeet / Microsoft Entra ID integration

Signing into ScreenMeet console with Microsoft Entra ID (Azure AD)

Beam Client: Installation, Deployment, and Configuration Guide

Beam Groups: Setup, Settings, and Access Management

Beam Release Notes Q1 22

Beam Release Notes Q1 23

Beam Release Notes Q1 24

Beam Release Notes Q2 22

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Beam Release Notes Q2 24

Beam Release Notes Q3 23

Beam Release Notes Q3 22

Beam Release Notes Q4 22

Beam Release Notes Q4 24

New Remote Support Client for Mac

Canvas

Certificate-Based Device Validation

Clone - Remote Support Release Notes Q4 23

Clone - Test ScreenMeet 2025 Release Notes

File Storage on AWS

Configuring Information Security & PII

Creating a Custom UI

Custom Copy

Cobrowse Demo

CoBrowse Deployments

Events

Hotkeys

Localization

CoBrowse Release Notes Q1 23

CoBrowse Release Notes Q1 22

CoBrowse Release Notes Q1 24

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CoBrowse Release Notes Q2 24

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CoBrowse Release Notes Q3 24

CoBrowse Release Notes Q4 22

CoBrowse Release Notes Q4 23

CoBrowse Release Notes Q4 24

Remote Control

Remove End Cobrowse Button

Cobrowse Script

Cobrowse Settings

Starting a Session with a URL

Configuration and validation troubleshooting

Configure API service

Configure ScreenMeet for a New Salesforce Sandbox

Configure ScreenMeet to only show on specified tables

Configuring Environment Variables

Configuring Webhooks for Data Sync

Connecting to ChromeOS devices

Connecting to Mac devices

Connection Information

Create Multiple Sessions

Creating a Replay Recording

Creating a session

Custom Consent Message

Custom permission configuration for ServiceNow

Custom URL

Custom Windows Tools

Deploying a Pre-installed Client

Developer Notes

Developer Notes (3.0.11)

Device Requirements

Enable ScreenMeet for Omnichannel Chat Widget

Enabling features within the Salesforce + ScreenMeet component