This guide will show you how to navigate and use the ServiceNow user portal for support cases.
Starting from Spring/Summer 2025, we will have a new case management system where you, as a user, can create and track support cases to Mestro through the ServiceNow portal.
A separate email with information on how to create a username and password for the ServiceNow portal will be sent to you. Keep an eye out!
Please note that your login details will not be the same as those for the Mestro portal.
You will still be able to send emails from your email account to support@mestro.com, but in the ServiceNow portal, you’ll have a better overview — including being able to track the status of your cases, among other features.
Below is a guide on how to navigate the ServiceNow portal, as well as how to create and follow up on support cases. It is super easy!
Home Page
This is what the ServiceNow portal looks like when you log in. From here, you can choose between two options:
-
My Lists – This is where all your cases are gathered.
-
Get Help – This is where you create new support cases for Mestro.
Creating a Case
When you click on Get Help on the home page, you will be taken to this view.
To create a case, you need to fill in all fields marked with an asterisk (*). Your contact information will be pre-filled, but remember to change the account if you represent multiple companies, so your case is registered under the correct company.
Also, try to be as detailed as possible — include the name of the property and the meter you need help with. Preferably, attach a screenshot showing how it looks in the Mestro portal if necessary.
Click Submit in the top right corner when you’re ready to send your case.
My Lists
When you go to My Lists, you will see this view. Here, you can navigate between your cases and view their status.
When you click on a case, you will see this view. It shows more detailed information about the specific case.
You can also check out our video guide!