The easiest way? Don't. Just call us, and we'll create the ticket for you.

A lot of IT companies make you jump through hoops just to tell them something is broken — log into a portal, find the right form, fill in your account info, categorize the issue, hit submit, wait for an auto-reply. We don't work that way. You can absolutely create a ticket yourself if you'd rather, but the fastest path to a fix is usually just picking up the phone.

That said, we know not everyone wants to call. Different people prefer different channels, different situations call for different approaches, and sometimes you just need to send a quick note at 11 PM without talking to anyone. So here are all the ways to get a ticket started.

Quick note on authentication

Before we get into the methods: when you reach out, please use your registered email address so we recognize you. Cybersecurity is taken seriously around here, and we'll authenticate anyone requesting support before we start making changes to your environment. It's a small step that prevents a lot of bad outcomes.

One important exception: critical issues always need a ticket with status

For anything truly urgent — a server down, a security incident, a system-wide outage, a point-of-sale failure during business hours — always create a ticket through a method that includes a priority or status indicator. That means email (with the status as the first word in the subject), the support portal, or the AI widget. All of those let you flag the issue as critical so it routes correctly the moment it hits our system.

Phone and text don't carry a status indicator on their own. They're still extremely welcome (and often the fastest way to get a human paying attention), but they work best as a follow-up to a critical-priority ticket, not as a replacement for one.

The simple rule: for critical issues, open the ticket first, then call or text to make sure we're on it. That gives us both the structured priority routing and the urgency signal. For everything else, any single method works fine — pick whichever is easiest.

If you're not sure how priority levels work, see what the ticket priorities mean.

1. Call or text us

This is the fastest option for non-critical issues, full stop.

• Phone or text: (239) 465-0079

Dial.  Provide details on our support line.  We create the ticket and, in most cases, start working on the issue. No login, no form, no waiting on a queue. This is the option we built our support model around — see our article on how quickly we respond to IT issues for why this matters.

For critical issues, this is also a great follow-up channel after you've opened a ticket — a quick call or text confirms a human is engaged.

2. Email us

Send a message from your registered email address.  Our support email is not listed here to prevent spam, but it should have been provided to you when we started the engagement.  This  automatically opens a ticket in our system. Include as much detail as you can — what's broken, when it started, what you've already tried, and how it's affecting your work. The more we know up front, the less back-and-forth we need to get to the fix.

Email also lets you indicate urgency as the first word in the subject line ("CRITICAL:" or "URGENT:") which helps us route it correctly.

3. Chat with us

We have a chat widget in the bottom left corner of our nerdsquad.net website, inside the support portal as well as the billing portal. During business hours, you'll usually get a live agent. After hours or when everyone's tied up, the conversation gets converted into a ticket automatically — you don't have to do anything extra.

4. Use the AI Widget on our website

The widget is in the bottom-right corner of nerdsquad.net can answer common questions on its own, provide access to our knowledge base and create a ticket when you need a human. It's a good option if you're already on the website and want to start something without picking up the phone.

5. Use the support portal directly

If you want to file a ticket the traditional way — and see a full history of your past tickets in one place — log into our support portal.  You can start a ticket by clicking the "+" icon on the main page without logging in. The portal is also where you can check status, add comments to existing tickets, and review your account history. For critical issues, the portal is the best place to start — it gives you direct control over the priority level.

What happens after you submit

Once a ticket is opened — by you, by us on your behalf, or automatically by our systems — you'll get a confirmation, and a real human takes a look at it. If we can fix it on the spot, we do. If we need more info or it's going to take some investigation, we tell you what we're doing and roughly when to expect an update. You won't be left wondering whether your ticket is sitting in a queue.

The short version

• Non-critical issues: any method works
• Critical issues: open a ticket through email (with severity in subject), the AI widget, or the support portal so it has a priority indicator — then call or text as a follow-up to flag the urgency
• Always use your registered email so we can authenticate you quickly
• Phone and text are great communication channels but don't carry a status indicator on their own

Our take

The number of ways you can reach us isn't just a feature — it's a philosophy. The longer it takes you to tell us something is broken, the longer it takes us to fix it. So, we built the model to meet you wherever you already are. Phone person? Call. Texter? Text. Email person? Email. Portal person? Portal. We're not going to judge you on which channel you picked — we just want to get going on the fix. For critical issues, layering a ticket-with-status on top of a phone call gives us the best of both: structured routing on our end, and a human urgency signal that tells us this isn't a "whenever you get to it" situation.

Got questions?

• 📞 Call or text: (239) 465-0079
• 💻 Contact us online: nerdsquad.net/contact-nerdsquad
• 🛡️ Visit the support portal: support.nerdsquad.net