---
title: "Create a support case"
slug: "create-a-support-case"
abstract: "Describes how to create a support case in the Sitecore Cloud Portal."
---
# Create a support case

To receive assistance in resolving technical issues with Sitecore products, documentation, and services, you can create a support case. Before creating a support case, review the [scope of support](https://support.sitecore.com/kb?id=kb_article_view&sysparm_article=KB0463549#ScopeOfSupport).

Sitecore Support may use AI tools to provide first-line support responses. Please do not include unnecessary personal data or sensitive personal data in support requests. Where appropriate, support requests may be escalated to a human support agent. See Sitecore’s Privacy Policy for more information.

> [!note]
> To create a support case, you must have an *Organization Admin* or *Organization Owner* role.

To create a support case using the Sitecore Cloud Portal:

1. In the Sitecore Cloud Portal, on the menu bar, click **Home**.
2. On the homepage, click **Create support case**.
3. In the **Create support ticket** dialog box, in the **Where are you experiencing an issue?** drop-down menu, select the affected product or app.
4. If applicable, select the affected environment in the **Environment** drop-down menu.
5. In the **Title of issue** field, enter a descriptive title.
6. In the **Describe your issue** field, enter a detailed explanation of the issue. Use the applicable [Support Portal best practices](https://support.sitecore.com/kb?id=kb_article_view&sysparm_article=KB0004553).
7. In the **Impact** drop-down menu, select the option that represents the business urgency of the problem.
8. Click **Submit**.

    After you have created a support case, you receive a support case notification email message.