Submitting a Support Ticket

Owned by Tom Williams
Last updated: Mar 06, 2023
3 min read

The channel for Customer Support is the NLP Support Ticket system and all support requests must be emailed to Help@thenlp.com to create a Support Ticket. The Support Ticket will be used to track all correspondence related to the issue. The Support Ticket system contains the archive of support tickets from all Users and is provided to all Customers current with an Active NorthScope Subscription. Whenever possible, NLP encourages voice or video calls for correspondence relating to in process tickets. Issues can often be solved more quickly when speaking directly with the submitter.

Submitting the email request

Follow these guidelines to create the support request email. Support requests that are emailed directly to an NLP team member will be sent back with instruction to submit through the support email before they will be assigned, and any work started.

Email Header Fields

  • To: Send the email to Help@TheNLP.com

  • Cc: Include emails for anyone to be copied on all correspondence. Not required.

  • Subject: Include a short, but detailed summary of the issue. *

  • Attachments: Include screenshots or other attachments that will assist NLP in solving the issue.

Body of Email

Add headings and content for each of these sections **

  • Description: Include a detailed description of the issue

  • Resolution Needed By: Specify the Time/Timeframe you need the resolution.

  • Steps to Reproduce: Identify the steps required to ensure the issue can be replicated.

* All support requests are classified as “Standard” unless the Subject line of the email is prefixed with either “Urgent:” or “Emergency:” followed by a short, but detailed summary of the issue.

** In the body of the email, be as descriptive as possible. Emails without adequate information cannot be assigned and will result in requests for additional information.

Bad Example: “The Customer Statements are showing the wrong information”

Better Example: “The Customer Statement for ABF Foods for April of 2022 at Sales Invoice INV-2536 is not shown. The date range I set was 4/1/22 – 4/30/22 so I’m not sure why it is missing. I’ve attached a screen shot of the transaction, the report, and my report selection criteria.”

You will receive an auto-response indicating receipt of the issue and providing the Ticket # that was assigned. NLP Support reviews each new Support Ticket and assigns the Request Type and Severity

Request Type

Severity

Severity Level Details

Ongoing Correspondence

The person who submitted the issue (and anyone they Cc’d) will receive a new email each time NLP makes a comment on the support ticket. If the email is to notify of status updates, no action is needed on your part. However, if the email contains questions or if you have any question, click “Reply” or “Reply All” (do not send a new email) for your response to directly update the Support Ticket. When you reply, leave the subject line as is, do not edit in anyway and feel free to add any new attachments.

Resolving an Issue

When a support ticket has been resolved, the person who submitted the issue, and anyone they Cc’d, will receive a new email indicating the status has been updated to “Resolved” or “Closed”. You will be updated once your ticket has been resolved. If the issue ever occurs again, send a new email to help@thenlp.com. Do not reply to the previous issue’s emails as the issue is now closed and no longer visible in NLP’s queue of open support.