# Creating a case

{% hint style="danger" %} <mark style="color:red;">**Documentation moved to new platform!**</mark>\
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The Serverside.ai documentation is now available at: [https://help.equativ.com/serversideai.](https://help.equativ.com/serversideai) Please update your bookmarks.

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The content in the article below (and this legacy platform) is no longer being maintained — use the new platform <https://help.equativ.com/serversideai> instead.

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This legacy portal will be permanently shut down on February 1, 2026.
{% endhint %}

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#### 1) Navigate to the Support Section <a href="#id-1-navigate-to-the-support-section" id="id-1-navigate-to-the-support-section"></a>

Nowtilus clients will be able to reach out to Support by clicking on the Support button directly from the Nowtilus Interface.

<figure><img src="https://1769447611-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LhEcKlJUtaMjURQZQId%2Fuploads%2FHh6ZUfFtBb0IRsi4ZkEt%2Fpicture-1.png?alt=media&#x26;token=3e95a714-4d33-4343-914c-9e9ee71ba1d4" alt="serverside.ai dashboard" width="375"><figcaption></figcaption></figure>

They will be redirected to the [Client Portal](https://help.smartadserver.com/s/).

#### 2) Log in in the Client Portal <a href="#id-2-log-in-in-the-client-portal" id="id-2-log-in-in-the-client-portal"></a>

Click on the “Log In” button available in the upper right part of the window.

<figure><img src="https://1769447611-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LhEcKlJUtaMjURQZQId%2Fuploads%2FoA4dLXT85ivcEjnKVtcT%2Feq-1.png?alt=media&#x26;token=a9368801-8e97-4bfc-a7d4-69fba1a8bf5c" alt="" width="375"><figcaption></figcaption></figure>

You will be redirected to the [login page](https://help.smartadserver.com/login?startURL=%2Fs%2F%3Ft%3D1725014563078).

<figure><img src="https://1769447611-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LhEcKlJUtaMjURQZQId%2Fuploads%2FYcvPKCkYep4DZsxVwEYa%2Feq-2.png?alt=media&#x26;token=34b040ad-db86-45e8-8dea-524999131cb7" alt="" width="229"><figcaption></figcaption></figure>

* If you have already received your credentials for the Client Portal via email, enter your username and password.
* If you have not yet received your credentials for the Client Portal (make sure to check your spam folder first), reach out to a member from your company who has access to the Client Portal and ask them to log a support ticket to create your dedicated user. You can reach out to your contact at serverside-ai if nobody in your company has yet this access.

#### 3) Start a new ticket  <a href="#id-3-start-a-new-ticket" id="id-3-start-a-new-ticket"></a>

Once you log in, the Contact Support button will display in the homepage of the Client Portal.

<figure><img src="https://1769447611-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LhEcKlJUtaMjURQZQId%2Fuploads%2F4DGnjGL3MUnFElGdfyRo%2Fpicture-2.png?alt=media&#x26;token=f396fc9e-0d2b-44b3-95bc-9264193f307f" alt="homepage of the client portal for serverside.ai" width="375"><figcaption></figcaption></figure>

By clicking on the Contact Support button, the user will be redirected to the Support form.

#### 4) Fill in the form with the necessary details <a href="#id-4-fill-in-the-form-with-the-necessary-details" id="id-4-fill-in-the-form-with-the-necessary-details"></a>

* **Subject\*:** Brief description of the issue or request.
* **Description\*:** Detailed description of the issue or request.
* **Type/Case Category\*:** Select the appropriate category and type of issue.
* **Priority\*:** Indicate the priority level of the ticket.
* **How to reproduce**: Provide a detailed step by step of how to reproduce the issue.
* **Channel ID**: If applicable, provide the impacted channel ID(s).
* **Tenant name**: If applicable, provide the impacted tenant name(s).
* **Attachments:** Include screenshots or files that are can help understand the issue by clicking on Upload File at the end of the form.&#x20;

<div data-full-width="true"><figure><img src="https://1769447611-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LhEcKlJUtaMjURQZQId%2Fuploads%2FPjP51k047WyEK7mcXNfJ%2Fupload-file.png?alt=media&#x26;token=7d0aa423-4d46-4cf1-b4cb-7e81bce15e2b" alt=""><figcaption></figcaption></figure></div>

*\* these fields are mandatory*

**Available case categories**

* Report a bug
  * System down
  * &#x20;Stream / Endpoint offline
  * &#x20;Ad Insertion does not work
  * Access issues
  * Other issues
* Reporting questions
* Licensing and Billing\*
  * Licensing and Billing questions&#x20;
  * Product Trial questions
  * Other questions
* How to/General questions\*
* Service Request\*
* Improvement (Feature Request)\*

*\*These categories will be handled as low priority “requests“ instead of incidents that need a quick solution/workaround*

#### 5) Submit the ticket <a href="#id-5-submit-the-ticket" id="id-5-submit-the-ticket"></a>

To do so, click on the Submit button underneath the form.

<figure><img src="https://1769447611-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LhEcKlJUtaMjURQZQId%2Fuploads%2F5E5CluRZA0UG2UJ4k9rh%2Fpicture-3.png?alt=media&#x26;token=47503a97-cce9-4773-b075-91640ca7d1e2" alt="submit button"><figcaption></figcaption></figure>

Then, a case ID will be generated to identify the ticket just created.

<figure><img src="https://1769447611-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LhEcKlJUtaMjURQZQId%2Fuploads%2FiC9EFABi0QlUlR3A3jG0%2Fpicture-4.png?alt=media&#x26;token=3638279d-1618-4ecc-863b-3efc2f881371" alt="an alert on the serverside.ai customer portal confirming that a ticket has been created" width="375"><figcaption></figcaption></figure>

#### 6) Confirmation e-mail <a href="#id-6-confirmation-e-mail" id="id-6-confirmation-e-mail"></a>

Additionally, you will receive an e-mail from Salesforce with the form fields (and a case number used to reference the case) to confirm the ticket was correctly submitted.
