Requesting Support FAQ
Calling in for Support
Support requests can be called in as well. By calling 231-881-3123 8-5pm Monday through Friday, After-Hours, dial 231-881-3123 then Press 1.
On the occasion due to a high call volume, you may be directed to a receptionist. In that case they are trained to take down detailed information and make sure the information is submitted into our help-desk. We ask that you provide details of what you are calling for and be as thorough as possible so that we can better assist you.
For Example: Instead of: “My computer doesn’t work have Ross call me as soon as possible,” try;
“Internet Explorer isn’t working and I have this error pop up and it is only affecting me, It’s not mission critical though, I can still do most of my tasks.”
Or; “As soon as I login into my Point of Sale my screen goes blue and I can’t access anything, we aren’t able to work until I get this up and running. I’ve tried hitting it with a hammer already and still nothing”
Email Support Requests Directly to the Helpdesk
Want to send an email? Send it to support@ntsmanaged.com This enters your request into our Helpdesk, and organizes it, sets the priority, and assigns it to a technician to work on.
When emailing the helpdesk, please use your corporate/company email address. This will automatically link your request to your organization so we know who you are and have the rest of your contact info ready! If you are wanting to update a ticket, or add a comment. Please locate the reply in your inbox and reply to the existing ticket email thread
Ticket Protocol
For example
- Title: HP Printer Not Working
Message: I am unable to print to the HP from my computer, I see 4 documents stuck in my queue.
OR
- Title: Pop Up in Chrome
Message: I have a pop up in my browser that is telling me I have a virus and I should call this number. I haven’t called the number what should I do
NTS Get Support Application (Windows OS Only)
You will find this application on your desktop, you may also have a Helpdesk Button next to you which you can press which will launch the application for you without having to leave the screen you are currently on.
When you use the NTS Get Support application, please enter in your name and use your corporate/company email address. This will automatically link your request to your organization so we know who you are and have the rest of your contact info ready!
Ticket Protocol
For example
- Title: HP Printer Not Working
Message: I am unable to print to the HP from my computer, I see 4 documents stuck in my queue.
- There will also be a couple additional boxes that will help gather information on your concern.
- After You’ve entered all the details just press send!
This will create a ticket in our helpdesk software with all of your information so we can get right to work resolving your issue! When something pops up, please use the new application, and any feedback or suggestions are highly welcomed!
As with any new technology, there will be a learning curve, so please reach out to us if you have any questions, and we will happily walk you through the process!
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