Getting help from NTM

Option 1: Put in a ticket with Hercules

Hercules is a small NTM app on your work computer. You tell it what is wrong in plain words and it creates a support ticket for our team.

1. Find the Hercules icon

   Look in the bottom-right corner of your screen next to the clock. Click the small up arrow ^ to show hidden icons, then look for Hercules. You can also click the Start button, type Hercules and click it.

2. Open it

   Click the Hercules icon once (or double-click it). A chat window opens.

3. Describe the problem in your own words

   Click in the message box at the bottom and type what is happening, the same way you would explain it to a coworker. For example: "I can't get into Outlook, it says my password is wrong." Press Enter.

   Helpful details to include Which app or drive it is, what you clicked, any error message you saw (word for word if you can), and how urgent it is.

4. Answer any follow-up questions

   Hercules may ask a question or two to understand the problem. Just reply in the chat.

5. Your ticket is in

   Hercules confirms that a ticket has been created. An NTM technician will reach out by email, Teams or phone. You can close the window and keep working.

Option 2: Call the NTM Service Desk

1. Call 248-658-0830

   Call 248-658-0830 from any phone. Our team will be happy to help.

2. Have this handy

   • Your name and company.
   • What you were trying to do and what happened instead.
   • Be at the computer if you can. We can often fix things remotely while you watch.

When to call right away

• You clicked a link or opened an attachment and now something looks wrong.
• Your phone asked you to approve a sign-in that you did not start.
• You cannot sign in at all and you have work to do.
• Someone is asking for your password. (Never share it. NTM will never ask for your password.)