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Security FirstOnly sign in to the Support Portal at https://nscale.atlassian.net/servicedesk/customer/portalsNscale will never ask for your password, one-time codes, or to install remote-access tools.

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Getting Assistance from Nscale Support

Nscale Cloud Customers

For assistance with services on the Cloud Console, send an email to helpdesk@nscale.com

Nscale Private Cloud Customers

Access the Nscale Support Portal as your primary channel for technical assistance. Submit tickets, track existing issues, view support history, and access self-help resources.

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Nscale Support Portal Access

If you are an Nscale Private Cloud Customer, you can access the Support Portal by visiting:

Nscale Ticketing Service

https://nscale.atlassian.net/servicedesk/customer/portals

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Support Portal - First-time Login

An account is created for you during onboarding. Follow these steps to sign in for the first time.
1

Navigate to the portal

Open the Nscale Ticketing Service, or use the link in your invitation email.
2

Request a password

Enter the email address registered to your Nscale account, then select Create password. If you arrived from an invitation link, simply set your new password and skip to the final step.
3

Check your email

You’ll receive a password-reset email. Only act on it if you just requested the reset.
4

Verify the URL

Return to the portal tab you already have open to complete the reset. If you use the link in the email instead, confirm the address bar shows https://nscale.atlassian.net/servicedesk/customer/user/login before entering a password.
5

Sign in

Enter your email address and new password to sign in.
If you need further assistance with this process, contact your Nscale Account Manager or email helpdesk@nscale.com.

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Add a Customer to Your Service Space

Both admins and agents can add customers to a service space.
1

Open Customers

From your service space, select Customers.
2

Start adding customers

On the Customers tab, select Add customers.
3

Enter customer details

Enter the customer’s username or email address. To add several customers at once, separate the entries with commas.

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Response Times and SLAs

We prioritize requests by impact and aim to respond according to our Service Level Objectives (SLOs). No matter the priority, the Nscale Support team aims to provide an outstanding service. We don’t change how we interact with tickets based upon their review score.

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Additional Support Resources

If you’re unsure how to use the portal, contact your Nscale Account Manager or Sales Partner, or email helpdesk@nscale.com for assistance.

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Need to Escalate?

Contact Escalations Team

For urgent escalations, please contact our escalations team at escalations@nscale.com