Beta Feature Support Ticket Management is currently rolling out as a Beta feature. You may not see this option in your Partner Portal yet. If you'd like to join the beta and get early access, reach out to your account manager.
Overview
Support Ticket Management lets partners create, track, and respond to support tickets directly from the Partner Portal, instead of relying on email or phone. It matters because it gives you real-time visibility into the status of your requests and removes the back-and-forth of tracking down account details. Your Affiliate ID and Gateway ID are automatically attached to every ticket you submit. Partners will use this feature any time they need to report an issue, ask a question, or follow up on an existing request.
What Is Support Ticket Management?
Support Ticket Management is a section of the Partner Portal (found under Support in the left-hand navigation) where you can:
- Submit a new support ticket using a structured form
- View the status and history of your tickets
- Add comments and go back and forth with NMI Support team on an open ticket
- See tickets raised by others in your organization (if you have the right permissions)
This replaces manually emailing or calling in a request with a guided, self-service form.
Why It Matters for Partners
Partner responsibilities
- Select the correct product/category and provide a clear subject and description when submitting a ticket. This helps route your ticket to the right team faster.
- Attach relevant files (screenshots, logs, etc.) at submission time when possible, rather than adding them later.
Merchant impact
- Faster, more accurate routing means quicker resolution times for issues that affect your merchants.
Operational considerations
- Your Affiliate ID and Gateway ID are captured automatically from your portal session and attached to the ticket. You don't need to look these up or enter them manually.
- This feature is an additional, faster channel.
Prerequisites / Access Requirements
- You must be enrolled in the Beta for Support Ticket Management. If you don't see the Support option or the ticket tools described below, contact your account manager to request access.
- You must be logged into the Partner Portal.
- Any user in your organization can submit and view their own tickets by default. To also view tickets submitted by anyone in your organization, a user needs the View organization's support tickets permission enabled on their account. An administrator can turn this on for a user under Settings > Users and Access > Users, by opening that user's profile and checking View organization's support tickets under Permissions.
Accessing Support Ticket Management
- From the Partner Portal home page, select Support.
- The Support page displays your account provider's contact information, links to additional documentation, and your Support Tickets table.
Viewing Your Tickets
On the Support page, the Support Tickets table shows:
| Column | Description |
|---|---|
| Ticket ID | The unique number assigned to the ticket |
| Subject | The short title of the ticket |
| Status | The current stage of the ticket (see table below) |
| Updated | The date and time the ticket was last updated |
| Description | A preview of the ticket description |
Use the tools above the table to manage what you see:
- Search Tickets: search by keyword.
- Scope: choose My Tickets to see only tickets you've submitted or been CC'd on, or Organization Tickets to see every ticket submitted by your organization. The Organization Tickets option requires the View organization's support tickets permission (see Prerequisites / Access Requirements above).
- Status: filter by ticket status (All Statuses, New, Open, Pending, Solved, or Closed).
- Refresh: reload the latest ticket data.
- Create New Ticket: start a new ticket (see below).
Submitting a New Ticket
- From the Support page, select Create New Ticket.
- Complete the following fields:
- Product/Category (required): select the product topic you're inquiring about from the dropdown list.
- Sub-Category (only required on select few Product/Category): a second dropdown appears with more specific options related to that topic. This second dropdown only applies to a select few Product/Category.
- Subject (required): a short summary of your issue.
-
Requesting For: indicate who the ticket concerns:
- Myself (default): no extra information needed.
- Merchant: reveals a required Search Merchant field. Search by merchant name or ID to select the merchant the ticket is about.
- CC Users (optional): enter one or more email addresses, separated by commas, to keep others informed on the ticket.
- Description (required): describe your issue in as much detail as possible.
- Attachments (optional): drag and drop files, or click to browse and upload them.
- Select Submit Ticket. The button remains inactive until all required fields are completed.
- You'll be taken to your new ticket's detail page, where your Affiliate ID and organization name are automatically included in the ticket description for context, you don't need to add this yourself.
Viewing and Responding to a Ticket
Selecting a ticket (from the table, or right after submitting one) opens its detail page, which includes:
- The ticket's Subject and Description
- Any Attachments included at submission
- A Comments section showing the full conversation history with Support, with each entry collapsible by date. Type a reply, attach additional files, and select Submit to continue the conversation.
- A Ticket Details panel showing: Ticket ID, Status, Requestor, Assignee, CC'd Users (with an Add Users option to add more people at any time), Created date, Created By, and Updated date
Ticket Statuses
| Status | What It Means |
|---|---|
| New | Your ticket has been received and is waiting to be picked up. |
| Open | A support agent is actively working on your request. |
| Pending | Support is waiting on your reply or additional information. |
| Solved | Support believes the issue is resolved. Replying will reopen the ticket. |
| Closed | The ticket has been closed. |
Troubleshooting Guide
| Issue | Likely Cause | Resolution |
|---|---|---|
| I don't see a Support ticket option in my portal | You haven't been enrolled in the Beta yet | Contact your account manager to request Beta access |
| Submit Ticket button won't activate | One or more required fields (Category, Sub-Category, Subject, Description, or a Merchant search if applicable) is incomplete | Review the form and complete all fields marked with an asterisk (*) |
| I don't see an Organization Tickets option under Scope | Your account doesn't have the View organization's support tickets permission | Ask your organization's administrator to enable this permission for your user under Settings > Users and Access > Users |
| I see a message that no organization was found when viewing organization-level tickets | Your account hasn't been fully linked to an organization on NMI support side yet | Submit a ticket requesting manual organization setup, as prompted by the message |
| My attachment won't upload or download | The file may exceed the allowed size or use an unsupported file type | Try a smaller file or a different format, or describe the issue in your ticket description instead |
Common Questions
Is this available to all partners? Not yet. Support Ticket Management is in Beta. Contact your account manager to join.
Who can see the tickets I submit? You can always see tickets you've submitted or been CC'd on. Users with the View organization's support tickets permission can also view every ticket submitted by their organization, using the Organization Tickets scope.
Can I loop in a colleague on an existing ticket? Yes. Add their email under CC Users when creating the ticket, or use Add Users in the Ticket Details panel on an existing ticket.
What happens if I reply to a Solved or Closed ticket? Replying to a Solved ticket reopens it. You cannot reply to a Closed ticket at this time. You will need to create a new follow up ticket.
Do I need to provide my Affiliate ID or Gateway ID when submitting a ticket? No. These are captured automatically from your portal session and attached to your ticket.
Need Help?
For additional support, please contact our Support team by Submitting a Ticket.