Tips for Creating Effective Support Tickets

🧾 Tips for Creating Effective Support Tickets

When you contact NX Support at support@joinnx.com, providing clear and complete information helps our team resolve your issue quickly and accurately.

Submitting a well-documented ticket ensures faster response times and minimizes the back-and-forth often required to gather missing details.

💡 Why Details Matter

Every support request goes through an initial review to determine its priority and scope.
Tickets with incomplete information or missing details often require additional clarification, delaying their resolution.

Providing a complete, detailed ticket from the start helps our support team:

• Identify the issue faster
• Route the ticket to the correct team member
• Begin troubleshooting immediately

🧭 What to Include in Every Ticket

When sending an email to support@joinnx.com, include the following information:

✅ 1. Venue Name

Specify which venue is experiencing the issue.

Example: “NX Bar & Grill – Main Dining Room”

✅ 2. POS Device Name (if applicable)

If the issue involves a particular POS device, include its name exactly as it appears in the NX App or NX Portal.

Example: “BWE – Tablet”

✅ 3. Order Number (if applicable)

If the issue relates to a specific check or order, include the Order Number.

Example: “Order #37”

✅ 4. Screenshots or Videos

Attach any screenshots, screen recordings, or photos that show the issue in action. Visual evidence dramatically speeds up troubleshooting.

✅ 5. Detailed Description

Describe what’s happening, what you expected to happen, and any steps that reproduce the issue.

Example: “When tapping Pay, the screen freezes for 10 seconds before returning to the order screen without processing the payment.”

🪄 Example of a Good Ticket

Subject: “Kitchen Display not printing for Take Out orders – NX Bar & Grill”

Message:
Hello NX Support,

We’re having an issue with our Kitchen Display at NX Bar & Grill. Take Out orders are not printing automatically, though Dine In and Bar orders are working fine.

Details:

• Device: BWE – Tablet
• Affected Area: Kitchen Display
• Order Example: Order #102
• Issue first noticed: 8:45 PM tonight
• Steps Tried: Restarted the Kitchen Display and POS; issue persists

Attachments:

• Screenshot of order screen
• Photo of Kitchen Display showing no order received

Please advise on next steps.

Thank you,
Brandon – NX Bar & Grill

✅ Why this is a good ticket:

• Venue name and device are included
• Affected system and order number are identified
• Steps taken are listed
• Screenshots are attached
• Clear, professional tone

⚠️ Example of a Bad Ticket

Subject: “Printer not working”

Message:
Our printer doesn’t work. Please fix ASAP.

❌ Why this is a bad ticket:

• No venue name
• No device name
• No description of the issue
• No order number or screenshots
• No indication of what has already been tried

Tickets like this require extra back-and-forth for clarification and will take longer to resolve.

🚀 Best Practices

• Always reply to your existing ticket instead of starting a new email thread about the same issue.
• If you discover more information after submitting, add it to the same email thread.
• When possible, include the date and time of the issue.
• Keep each ticket focused on one issue to avoid confusion.

⏳ Response Times and Priority

Support tickets with complete information are typically resolved faster and may receive higher priority.
Tickets missing key details — such as device name, screenshots, or reproducible steps — may take longer to process or be assigned a lower priority until sufficient information is provided.

✅ Summary

📬 Send All Support Requests To:

support@joinnx.com

Be sure to include all relevant details in your initial message to ensure the fastest, most efficient response possible.

If you have a Slack channel with NX, please do not use it for reporting support issues. Our Slack Connect channels are not monitored 100% of the time, which may result in delays in support.