No Longer Able to Submit Support Tickets
Answered
Did the ability for ticket/request submissions get removed? I found I am no longer able to submit tickets, or even follow up on existing tickets.
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Yes!! I am experiencing the same thing. Hopefully we can get a response soon. I tried the “Submit a Ticket” link at the bottom of articles (https://support.networkoptix.com/hc/en-us/requests/new) and it opens the page to create a new ticket for a second then re-directs me right back to the main support page (https://support.networkoptix.com/hc/en-us). I even tried to re-open an existing support ticket and the same things happens.
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Hi Zack Sauve and Michael Miller
Thank you for reaching out
To provide some context, we recently updated our support portal to align with our standard, reseller-based support model. While this policy isn’t new, our reseller collaboration have always assumed this structure, our previous portal configuration did not allow us to technically route everyone to the right point of contact. This recent system update bridges that gap to ensure everyone is directed to the correct point of contact. Under this model, direct ticket submission through this portal is reserved exclusively for Authorized Resellers and selected Technology Partners (such as camera vendors).
What this means for you:
- Your Authorized Reseller is Your Support Line: your contracted reseller is your primary point of contact for technical support and troubleshooting. They have a direct line to our technical support team for escalations if needed.
- The Redirect Behavior: The loop you are experiencing; where the ticket form immediately redirects to the homepage; is a result of this system update based on your account's login permissions. We recognize this feels abrupt and we'll see if we can improve this.
Michael, thank you for pointing out the "Submit a Ticket" link at the bottom of our articles. We want to remove these outdated links to save you and others the frustration of a broken workflow.
If either of you (or anyone else reading this) encounter other places on our website, documentation, or software where a "Submit a Ticket" link is still visible, please let us know where you found it so our team can update it.
For any current technical issues, please reach out directly to the authorized reseller or integrator from whom you purchased your system. They are fully equipped to assist you and manage your support needs moving forward.
In the meantime, our Knowledge Base and this Support Community remain fully open and accessible for self-service, troubleshooting articles, and peer-to-peer discussions.
Best regards.
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Hi Norman, Thanks for the detailed response; it does help me understand what's happening. I'm guessing for most users that response will resolve their issues. However, I'm in a unique situation since I'm a federal government customer and purchase direct from Network Optix. What should I do in this situation? What I really need this time is to have a license key deactivated on a server that died so I can install on replacement server.
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Thank you for the clarification, Norman.
While I understand the rationale behind the reseller-based support model, this is disappointing for organizations like ours. We operate and self-administer a substantially large deployment (17+ merged servers and nearly 1,000 cameras) and therefore do not have a reseller or integrator providing day-to-day support. We design, deploy, maintain, and troubleshoot the entire environment internally.
Historically, direct ticket access allowed me to engage support only for issues that could not be resolved in-house. I was always very conservative in ticket creation and generally only opened cases for significant software, server, or platform-related issues.
Are there any support options available for large self-administered end-user deployments, whether through a paid support program, enterprise support agreement, or another avenue? I would gladly explore those options if they exist.
I would also respectfully suggest that advance notice of this change would have been helpful. The transition felt very abrupt from the customer side, especially since the ticket submission links remained visible and existing workflows suddenly stopped functioning.
Thank you again for taking the time to explain the change.
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I'm in a similar position to Zack Sauve but with many more cameras and servers. I'd like to understand if there is any middle ground here. You will see from my ticket history I am also conservative with ticket generation in comparison to the many servers & cameras we have. Having to deal with a reseller in between adds significant latency and friction to getting issues resolved.
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This is very disappointing. We self manage our NX Witness configurations and simply buy licenses from the reseller.
The resellers know less about the system than we do and the direct support meant we could get things resolved.
This will trigger a review of the suitability of the software if we are unable to get support and I suspect a migration away from NX Witness.
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Hi Campbell Steven and Ben Stook
Thank you all for sharing your feedback. We completely understand that this adjustment to the support workflow feels like a significant shift, especially for teams managing large-scale, self-administered deployments.
We want to reassure you that this transition isn’t about reducing the quality of your support, it’s about enhancing it by leveraging the network of authorized resellers we’ve built over the years. Our Authorized Resellers are not just license suppliers; they are certified, deeply vetted experts who have access to rigorous technical training. They are fully equipped to handle advanced architecture, optimization, and deep troubleshooting, often even better then the local Nx Support team.
Furthermore, relying on your Authorized Reseller introduces several distinct advantages that a centralized corporate support desk simply cannot replicate:
- Local Timezone Alignment: Instead of waiting on a global queue, your local partners operate on your schedule. This ensures much faster response times during your critical business hours.
- Native Language Support: Communication is seamless, removing any language barriers or cultural friction when explaining complex technical anomalies.
This model is designed to give you the best of both worlds: a highly responsive, localized primary contact backed by the full weight of Network Optix teams.
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Thanks for your reply Norman understand it's completely Network Optix decision to make here, but maybe it might be worth considering in the future the ability for companies who have greater than X number of licences they could access direct support. I understand you have great faith in your reseller community but for more complex novel issues I believe this model falls down and becomes problematic dealing with someone in the middle who is shuffling ticket updates back and forth. Timezone and Language aren't an issue for us, but understand for some of your users it may well be.
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Thank you Campbell Steven, and Energokube,
I completely understand your concerns.
To provide some peace of mind regarding how this works in practice: our authorized resellers are fully equipped and certified to handle the vast majority of day-to-day technical challenges independently. However, I know that there always might be issue that require a different approach.
Should an issue arise that your reseller cannot resolve themselves, they will immediately escalate the matter to the Nx Support team. To eliminate any 'middleman friction' or the back-and-forth shuffling of ticket updates, they have the option to include you in the ticket
This allows you, the reseller, and the Nx Support team to communicate simultaneously in a single, transparent channel. My goal is to maintain maximum efficiency, prevent any unnecessary delays, and ensure you still have direct access to our internal expertise when a situation asks for it.
Best regards.
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