HOW TO CONTACT NSN SUPPORT
- Phone: 212-666-4082
- General Info: [email protected]
TO OPEN A TICKET
- Email us at [email protected]
- Or Log-in to the ticket portal here: http://www.nsn.nyc/support
WHEN OPENING A TICKET, CONSIDER THE FOLLOWING
Write a Descriptive Summary
Use wording in the subject of your email or the summary of the web form that states what the specific problem is and what you are seeing.
Try using something like this: Unable to login. Says account is locked.
Instead of this: Help, computer problem???
A descriptive summary will help the ticket move along faster as there is less back and forth trying to confirm the real issue. For example:
- Speakers are not working in A 223
- Phone is not working in room SS 254
- Cannot login to my computer in room B119
- I cannot access Jane’s calendar today. It worked yesterday.
- Website X is loading very slowly. Others seem to work.
Put Details in the Details Section
In the body of the email (or the details section of the web form) put all the relevant details to the problem such as the room the problem is occurring in, the specific computer, printer, desk, projector, etc. and the time that the problem occurs. Anything you may know that is relevant will help our team get to this faster. Try to include
- What you were doing when the problem happened?
- When was the last time this worked (if ever)?
- Does this happen every time you do X?
- The specific computer or telephone.
- When did you first notice this?
- What was supposed to happen, but didn’t?
It’s a good idea to include your contact information such as your email or a phone number. Having the information ready makes it easier for the help desk team to contact you.
Follow Up
“Requesting an update on Ticket # xxxxxx.”
We do our best to address tickets as they come in. Often times we try to contact the ticket creator by email or voicemail and wait to hear back about a clarification. A good way to follow up on your ticket is to login to the help desk system and update your ticket. You can also respond to the email confirmation for the ticket you wish to update, email [email protected] with your ticket number or, as always, give us a call. Creating a new help desk ticket requesting an update to another help desk ticket will take extra time for the team member looking up the information.