Submitting a Support Request to Esper

🧭 Submitting a Support Request to Esper

Dealers experiencing issues related to device control or functionality within the Esper Console should contact Esper Support directly for the most prompt and effective resolution.

NX does not provide support for Esper-specific functions or platform issues.

⚙️ Overview

Esper provides the platform that powers NX’s Android device management.
If you encounter any problems controlling, provisioning, or communicating with your NX devices via the Esper Console, you’ll need to create a Support Ticket directly within Esper.

This guide explains:

• When to contact Esper Support
• How to submit a support ticket
• What information to include for fastest resolution

🚫 When to Contact Esper Support

You should contact Esper directly for:

• Issues connecting to or remotely controlling devices
• Devices not appearing or syncing correctly in the Esper console
• Errors when provisioning, updating, or managing devices
• Problems related to device blueprints, policies, or pipelines

Note: NX Restaurant Support cannot troubleshoot or escalate Esper platform issues.
All Esper-related problems must be reported through the Esper Support Portal.

🧩 Step 1: Access the Support Menu

In your Esper Console, click Support in the top-right corner of the screen.

From the dropdown menu, choose one of the following options:

• Help Center – Opens Esper’s online documentation
• Submit a Ticket – Opens the Esper Support form (recommended)
• View Tickets – Shows previously submitted support requests

📸 Example:

🧾 Step 2: Create a New Ticket

After selecting Submit a Ticket, the Create a Ticket form will appear.

You’ll need to provide key details about your issue, including:

• Ticket Type
  Choose from: Question, Issue, New Feature, or Feedback
  → For device problems, select Issue
• Product Area
  Choose the section relevant to your problem (e.g., Devices & Groups, Apps, Provisioning Templates)

🧠 Step 3: Provide the Required Information

Fill in the following fields with as much detail as possible:

• Subject: A short, clear summary of the issue

  Example: Unable to remote control device NXX-UKW-AAAYC

• Description: A detailed explanation of what’s happening and what you’ve tried so far
• Affected Groups or Devices:
  👉 Enter the Esper Device ID — not the NX Device ID.
  You can find this in the Devices & Groups section of the Esper Console.

📸 Example:

🧭 Where to Find the Esper Device ID

1. In the Esper Console, go to Devices & Groups.
2. Select the applicable device or search by venue alias.
3. The Device ID (e.g., NXX-UKW-AAAYC) appears under the device name and in the device overview page.

📸 Example: Device ID Location

📸 Example: Device Details Page

The Esper Device ID is required for Esper Support to identify and troubleshoot your issue.
Do not provide the NX Device ID from the POS or portal—it cannot be used by Esper.

📎 Step 4: Add Supporting Details

Provide additional context to help Esper Support diagnose your issue quickly:

• Device OS Version (e.g., Android 13)
• Number of Affected Devices
• Attachments: Upload screenshots or logs if available

📸 Example: Completed Support Ticket

Once all information is entered, click Submit a Ticket.

✅ Step 5: Track and Manage Your Ticket

After submitting, you can track your request by returning to:
Support → View Tickets

Esper Support will reply directly to you via email and update the ticket with progress or resolution notes.

⚡ Best Practices for Faster Resolution

📬 Example of a Good Support Ticket

🚀 Summary

When reporting Esper issues:

1. Go to Support → Submit a Ticket in Esper.
2. Select Issue as your Ticket Type.
3. Include the Esper Device ID (not NX ID).
4. Provide detailed device and issue information.
5. Submit and track your ticket through the View Tickets section.

Following these steps ensures Esper Support can quickly identify your issue and provide a resolution without delays.