Support Desk

The Nomad Media Support Desk is your primary channel for submitting support tickets and tracking issues. Tickets can be submitted by email or through the web portal.

Getting Access

Before your team can submit tickets, each user who needs access (both email and portal) must be registered by the Nomad Media support team.

To get started, email the list of approved user email addresses to [email protected]. Once the team has added your users, they will confirm and you can begin submitting tickets.

Email Support

Send tickets to [email protected]. Include as much detail as possible:

• Asset IDs, Content IDs, or URLs related to the issue
• Screenshots and reproduction steps
• Environment details

After your email is received you will get a confirmation with a ticket ID in the subject line (e.g. NSD-XYZ). This ID permanently identifies the ticket. You can reply to the confirmation email to add additional comments or information to the thread.

Each email should represent a single issue. If you have multiple questions or topics, send separate emails so each gets its own NSD ID.

Web Portal

The web portal lets you submit tickets and view all open and resolved tickets for your organization:

https://nomad-media.atlassian.net/servicedesk/customer/portal/5

First-Time Setup

1. Visit the portal and enter the email address registered with the Support Desk.
2. Select Create Password.
3. Check your email for a password reset link and click Reset my password.
4. Set a new password (15+ characters recommended; store it in a password manager).
5. You are now logged in. Use your password for all future visits.

Submitting a Ticket

Click the Submit a request button on the portal home page, then fill in the form:

1. Summary: A concise sentence describing the issue, question, or feature request.
2. Details: Include Asset IDs, Content IDs, URLs, screenshots, reproduction steps, and environment details.
3. Share with: Select your organization. If you skip this step, other members of your company will not be able to see the ticket.

After submitting, you will be taken to the ticket detail page where you can add comments and track progress.

Viewing Your Organization's Tickets

1. Click the Requests menu in the top right.
2. The list shows all tickets for your organization with filtering and search.
3. Click a ticket ID to see full details and the correspondence thread.

Showing Ticket Priority

To add a Priority column to the ticket list:

1. Open Customize > Manage columns.
2. Check Priority and save.