The easiest way is to call (239) 465-0079 and we'll create the ticket for you. You can also email us, use the support portal (no login needed to start a ticket) or chat with us. For anything critical, open a ticket marked critical and call so we can start right away.

Some IT companies make you jump through hoops just to report that something is broken: log in, find the right form, pick a category, wait for an auto-reply. We'd rather you tell us however is easiest for you. Below are the ways to reach NerdSquad support, plus one rule for urgent problems.

Before you reach out: use your registered email

When you contact us, use the email address registered with your account so we can recognize you. We verify anyone who asks for support before we make changes to your systems. It takes a moment and prevents a lot of trouble, including attackers pretending to be your staff.

Critical issues: ticket with priority, then a call

For anything urgent, such as a server down, a suspected security incident, an office-wide outage or a point-of-sale failure during business hours, do two things:

1. Open a ticket that carries a priority. The support portal and email both let you mark an issue as critical, so it routes correctly the moment it reaches us.
2. Call (239) 465-0079 so a technician knows it's waiting and can start right away.

If you can't get to a computer, just call. We'll open the ticket and set the priority for you. For everything else, any single method works. See what the ticket priorities mean for how levels are assigned.

1. Call us

Call (239) 465-0079 and describe the problem. We create the ticket and, in most cases, start working on it during the call. No login, no form. The technician who answers works the problem, and if it needs a specialist, it goes straight to one without you explaining it again. Our IT helpdesk is built around that model, and how quickly we respond to IT issues explains how priorities and your plan's coverage hours work.

2. Email us

Send a message from your registered email address to the support address we gave you when your service started. (We don't publish it here to keep spam out.) Each email opens a ticket automatically. Include what's broken, when it started, what you've tried and how it's affecting work; the more we know up front, the less back-and-forth it takes.

To flag urgency, start the subject line with CRITICAL: or URGENT: so it routes at the right priority.

3. Chat with us

A chat window is available on nerdsquad.net and inside the support and billing portals. During business hours you'll usually reach a live person. After hours, or when everyone is busy, the conversation becomes a ticket automatically.

On nerdsquad.net there is also an assistant that answers common questions, searches this knowledge base and creates a ticket when you need a person.

4. Use the support portal

On the NerdSquad support portal, you can start a ticket without logging in by selecting the + icon on the main page. Log in when you want to see your ticket history, check status or add comments to an open ticket. Because the portal lets you set the priority directly, it's a good place to start for critical issues.

5. Contact your account contact

For planning questions, projects or anything about your service, you can also reach out to your NerdSquad account contact directly. For problems that need fixing, a ticket is still the quickest route.

What happens after you submit

Once a ticket is open, whether you created it, we created it for you or our monitoring created it automatically, you get a confirmation and a technician reviews it according to its priority and your plan's coverage hours. If we can fix it right away, we do. If it needs investigation, we tell you what we're doing and when to expect an update. See what happens if I have a technical issue for the full process.

Quick reference

• Routine issues: any method works. Pick whichever is easiest.
• Critical issues: open a ticket marked critical through the portal or email, then call.
• Can't get to a computer: call, and we'll open the ticket for you.
• Always: use your registered email so we can verify you quickly.

Talk to NerdSquad

Already a client? Call (239) 465-0079 or submit a ticket. If something is down, call so we can start right away.

Not a client yet? NerdSquad Managed IT Services is a Managed Service Provider (MSP) based in Naples, Florida. We support businesses onsite across Southwest Florida and remotely nationwide. Book a discovery call or call (239) 465-0079.

Related: IT helpdesk support