---
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: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Using the 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

## About this task

Creating a case logs your issue with the support team so an agent can track and resolve it. You can create a case for a specific product or order, and attach supporting files to help the agent understand the issue.

## 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)