Here at Nerdio, we're deeply rooted in the MSP world and understand the need for quality support. Our team is ready to provide that quality support when you need this and we make support accessible, responsive and thorough. Our goal is to help you help your customers and a good support ticket is where it all starts.
How do I submit a ticket to support for Nerdio Manager for MSP?
We make this very easy, with a simple email to nmm.support@getnerdio.com. Emailing a ticket in to the team will notify every member of support staff of the ticket. Getting you an "all-eyes on me" experience with every request received by the team.
What do you need in the ticket body?
We'll never complain about too much information, so please send us the "kitchen sink":
- Full screenshots of any errors you're seeing (No need to crop)
- Steps that lead up to the issue
- Can it be replicated?
- What troubleshooting steps have been taken?
- Specifics are great! The who? What? Where? When? How? can lead to a great ticket and resolution
Why all of this in a single email?
- Faster response times with pertinent details. Our median first response time in 2021 was under 10 minutes!
- Less back and forth to gather the details. In 2021, over 65% of tickets were resolved in 2 replies or less.
- Resolution, because that's ultimately what you and your customers need
Our great partners and the info they provide create great experiences in support and we thank you!
Help Me, Help You:
Request details as shown above are the key to a speedy resolution and some tickets we've seen over the years increased that resolution time due to the lack of details. Some examples of incoming requests that took longer than expected to resolve are below (Names removed to protect the innocent):
Subject: Login issue
Body: "Some users get a black screen at login."
Subject: Getting Error in NMM
Body: (yes, blank)
Is this a Nerdio issue?
This is another common issue we see that can delay a customer's resolution. An MSP partner may not know if what they're running into is a Nerdio issue requiring a support requests. any error you see in Nerdio can be a support request within our scope of support. The details on the task that may have failed can provide some great insight as to what may be going on, but if you have any questions, create that ticket, we'd love to see what's going on. We've also created this handy scope "fan" that can be used to help assess where Nerdio fits in the picture and where the issue may be. You can find that HERE.
Thank you and we look forward to seeing those requests (and details) to work with you and your team towards resolutions.
Chuck M.
Solutions Support Manager here at Nerdio
as always, I couldn't leave you without a gif:
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