How to log a support request with NTS

When something isn’t working, tell us as soon as you can. There are three ways to reach NTS. The client portal is best, because everything about your problem stays in one place and you can follow what’s happening.

What to include

A good request gets fixed faster. Try to tell us:

• what you were trying to do
• what happened instead, including the exact words of any error message
• when it started, and whether it ever worked
• whether it affects only you or other people as well

A screenshot helps a lot. On Windows, press the Windows key, Shift and S together, drag around the problem, then paste the picture into your message with Ctrl and V.

Option 1: the client portal (best)

1. Go to support.ntsolutions.co.za and sign in. If you haven’t signed in before, see “Signing in to the NTS client portal“.
2. Select New ticket.
3. In Subject, say what’s wrong in a few words, for example “Outlook keeps asking for my password”.
4. In What is happening?, write what you were doing, any error message, and when it started.
5. Under How much is it getting in the way?, pick the closest match:
   • Low: whenever you can get to it
   • Medium: it is getting in the way
   • High: it is stopping my work
   • Urgent: it is stopping everyone
6. If you like, choose What is it about? and Which device?, and add screenshots or files with Drop files here, or choose files.
7. Select Send ticket.

We reply on the ticket, and you can choose which emails you get about it under Your account.

Option 2: email

Email [email protected]. Put what’s wrong in the subject line, add the details above in the message, and attach any screenshots. Please send it from your work email address, the one we have on file for you. If your address is on file with us, we turn your email into a support request and send you a confirmation. If it isn’t, it may not become a request, so use the portal or ask us to add your address.

Option 3: phone, for urgent problems

If your whole office is stuck, call 087 147 9243. If we can’t answer straight away, send an email with your name, your company and what’s wrong, so the details are written down.

Good to know

• One problem per request. If something else breaks, log a new one, so each problem can be tracked and closed properly.
• Please don’t restart the same thing over and over, or try several fixes at once. It can make the cause harder to find.
• Never put passwords in a ticket or an email. If we need to sign in as you, we’ll arrange a safe way.