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Support Guide

Guide to Opening Support Tickets

At NTS, support tickets are categorized based on issue type and business impact. Choosing the right ticket type helps our team route, prioritize, and resolve your request faster.

Critical Functional Query Investigation Bug Service Request

Right type. Faster support.

If you are unsure which type to choose, submit the ticket anyway. Our team will review the request and reclassify it when needed.

Correct prioritization

Ticket classification helps separate full system outages from normal requests, functional questions, bugs, and enhancements.

Better routing

Each ticket type is handled by the right support path: functional, technical, investigation, infrastructure, or service delivery.

Faster resolution

Clear descriptions, examples, screenshots, and correct classification reduce back-and-forth and improve response quality.

Ticket Types
Critical Functional Query Investigation Bug Service Request Final Note
Tip: If you are not sure which ticket type is correct, submit your request with the clearest description possible. NTS will review and classify it properly.
Ticket Types & What They Mean

At NTS, we categorize support tickets based on the nature and severity of the issue. Proper classification ensures we can address your concerns efficiently. Below is a breakdown of each ticket type to help you select the most appropriate one when submitting a request.

Type 01

Critical

Choose this if:

  • Your system is completely inoperable.
  • A major functionality is broken and severely impacting productivity.
  • There is a server failure or major downtime.
Example: Your entire Odoo system is down, and no users can access it.
Note: Every request might feel critical, but if your coffee machine breaks down, it is unfortunately not our domain. ☕😉
Type 02

Functional Query

Choose this if:

  • You need guidance on using specific Odoo features or modules.
  • You have questions about cloud subscription plans or data import.
  • You need clarification on standard system behavior or configuration options.
Example: You need help setting up sales pipelines in Odoo CRM.
Type 03

Investigation

Choose this if:

  • Your system is operational but experiencing performance issues.
  • A complex issue needs deep analysis.
  • You are facing unclear inconsistencies such as stock balance mismatches, email delivery problems, or network-related issues affecting multiple users.
Example: Your stock values are inconsistent, and you are unsure why.
Type 04

Bug

Choose this if:

  • A feature is not working as expected, but the system remains functional.
  • You encounter an error message or unexpected behavior in a specific module.
  • A configured workflow, automation, report, or calculation is producing incorrect results.
Example: An automated invoice generation function is not calculating taxes correctly.
Type 05

Service Request

Choose this if:

  • You are requesting a version upgrade, subscription change, or customization.
  • You need a new module, feature enhancement, integration, report, or workflow change.
  • The request is not a system failure but a planned change or improvement.
Example: You want to upgrade your Odoo version from v15 to v17.
Final Note

We are here to help

We know every issue can feel urgent, but selecting the right ticket type helps us assist you faster. If you are unsure, do not worry — we analyze every request and will classify it correctly based on our expertise.

Reminder: Every customer thinks their issue is critical — but if everything is critical, then nothing is. 😉

Thank you for working with NTS. We are here to help! 🚀

NTS Support

Need help with your Odoo system?

Open a support ticket with the right type, clear description, screenshots, and expected result so our team can assist you faster.

Open Support Ticket