Access Your Nash Support Tickets Through the Customer Portal

Last updated: October 29, 2025

The customer portal provides direct access to view and manage your support tickets with Nash, allowing you to track ticket status and communicate with the Nash support team without needing to send emails.

Receive Your Portal Access Link

You can receive access to the customer portal in two ways:

  • A Nash representative may send you a direct customer portal link

  • You may receive a portal invitation via email from the Nash team

Regardless of which method you receive, the authentication steps below apply to both.

Authenticate Your Account

The first time you access the customer portal, you'll need to verify your identity. This is a one-time process to ensure your ticket information remains secure.

Initial Portal Access

  1. Select the customer portal link provided by Nash (either from your representative or from the email invitation)

  2. Check your email for a message from The Nash Team with the subject line "Portal Invitation: Access Your Portal"

  3. Select the Visit Portal button in the email

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Complete Security Verification

  1. You'll be prompted to enter a security token for portal verification

  2. Check your email for a six-digit verification code (this typically arrives within 30 seconds to one minute)

  3. Enter the six-digit code in the verification field

  4. Your access is now verified

You will not need to complete this verification process again on future visits to the portal.

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Understand Your Ticket Access

Your ticket visibility depends on your assigned portal role:

  • Admin users can view all support tickets opened by anyone at your organization

  • Member users can only view tickets they personally created

If you need your access level changed, contact your Nash representative.

Navigate Your Support Tickets

Tickets in the portal are organized into three categories to help you quickly understand their status:

  • On Nash: Nash is actively working on these tickets

  • On You: These tickets are waiting for your response or additional information

  • Closed: These tickets have been resolved

View Ticket Details and History

  1. Select any ticket from the list

  2. A side panel opens displaying the complete conversation history

  3. Review all previous communications between your team and Nash support

Respond to Support Tickets

You can communicate directly with Nash support through the portal:

  1. Open the ticket you want to update

  2. Scroll to the bottom of the conversation

  3. Type your message or additional information in the text field

  4. Your message is sent directly to the Nash support team

Close Resolved Tickets

When an issue has been resolved, you can close the ticket yourself:

  1. Open the ticket you want to close

  2. Locate the Status field under Issue Details

  3. Change the status from Open to Closed. You do not need to do this, the Nash team keeps tickets tidy for you