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Guide to Opening Support Tickets

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.

Ticket Types & What They Mean

Critical 

Choose this if:

  • Your system is completely inoperable.
  • A major functionality is broken, 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's unfortunately not our domain! ☕😉

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.

Example: You need help setting up sales pipelines in Odoo CRM.

Investigation

Choose this if:

  • Your system is operational but experiencing performance issues.
  • Complex issues need deep analysis (e.g., stock balance mismatches, email delivery problems, or network issues affecting multiple users).

Example: Your stock values are inconsistent, and you're unsure why.

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.

Example: An automated invoice generation function is not calculating taxes correctly.

Service Request

Choose this if:

  • You are requesting a version upgrade, subscription changes, or a customization.
  • You need a new module development or integration.

Example: You want to upgrade your Odoo version from v15 to v17.


Final Note 📝

We know every issue feels urgent, but selecting the right ticket type helps us assist you faster! If you're unsure, don’t worry—we analyze every request and will classify it correctly based on our expertise. After all, we know Odoo like the back of our hand!

“Every customer thinks their issue is critical—but if everything is critical, then nothing is!” 😉"

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