NRT Web-based customer support centre

All software and contracted hardware support is through the NRT helpdesk, which is available 24 hours a day, 7 days a week. Self-service hardware support is Monday through Friday, from 09:00 to 17:00 pm ET. Support is available through the helpdesk Web site, as well as our North American 877 number.

To use NRT's Web-based helpdesk, complete these steps:

  1. In a Web browser, go to http://helpdesk.nrttech.com.

  2. Enter your User ID and Password, and then click the Login button. If you require access to the helpdesk, contact client services.

  3. From the left menu, click the New Ticket link to open a blank ticket.

  4. Fill in your name, phone number, your extension (if applicable), the type of phone it is (shared desk, personal cell, and so on), and your e-mail address. You can also enter an alternate contact that the NRT helpdesk can reach.

  5. Enter a brief description of the problem you are experiencing in the Short problem description field (for example, T01 – cash dispenser belt broken). This field is mandatory.

  6. In the Describe your problem below field, indicate the problem you are experiencing. This field is mandatory. Note as many details as you can, such as any error messages that you have received. If possible, indicate the steps you have performed and whether you can duplicate the problem.

  7. From the drop-down menu, select the severity level for the issue.

  8. From the drop-down menu, select the call type that best describes your issue. This field is mandatory.

  9. From the drop-down menu, select the category that best describes your issue. This field is mandatory.

  10. Click the Submit link to create your issue ticket. A ticket number is automatically generated and a technician will respond to it.

View ticket history

There are two ways to view your issue ticket history:

  • Click the Home link from the left menu
  • Once you have logged into the helpdesk, the Home page appears, displaying your ticket history

The ticket history defaults to active tickets (that is, issues that are currently being investigated). Further groups are available on the left side of the page.

Consult the NRT helpdesk user guide (available by clicking the How Do I link on the left of the page) for more information on viewing and navigating tickets.

Log off

Ensure that you have logged off after placing your call. Clicking the Logout link from the left menu ensures that others can neither access, nor make changes to your helpdesk calls.

Additional options: