Welcome to the North Star Marketing Knowledge Base

The NSM Helpdesk is the central hub for all technical support. A response will always come through via an email ticket initially.  If needed, a member of the support team will call when it is deemed necessary. Our Helpdesk also includes a Knowledge Base. The focus of our knowledge base is to provide information our clients can benefit from, including information being available at times when we're not, such as evenings or weekends. If you have an idea for a new knowledge base article or guide you believe would be beneficial to others please don't hesitate to let us know - we appreciate all feedback and suggestions!

Getting Started:
You can view our Knowledgebase for helpful articles and guides. New content and revisions will be included over time, please check back often for new content!

Additional Information:
More information is available in our Support Level Agreement (SLA) document for review including what is covered under support.

Contact Methods:
A ticket request may be submitted via three methods:

1. Email - A ticket will be created by emailing a request to helpdesk@northstarmarketing.com.
2. Online - A ticket will be generated by visiting northstarmarketing.com/support-request and filling out the fields detailing the request.  Additionally, some websites have an NSM plugin built-in with a direct connection to the helpdesk system.
3. Phone - Clients may call 336.229.6610 to talk to an NSM representative who will assist in creating a ticket.  A resolution will not be achieved over the phone, but the request for support will be created and sent to the support team. For other requests, please call the corresponding department or team member, we do have a dial by name directory available.
   
   Extension List:
   
   • Sales ext 107
   • Support ext 111
   • Accounting Office ext 124
   • Marketing Department ext 114
   • For Project Manager Sarah Koudelka ext 106
   • For Project Manager Tyler Olson ext 108

Hours of Operation:
The NSM Helpdesk can receive requests at any time, however, staff will normally be available to respond to these requests 7:30 am to 5:30 pm EST, Monday through Friday on business days.  Office closings, holidays, and inclement weather create an exception to this rule. Helpdesk tickets in the “Urgent” category will be addressed as soon as physically and reasonably possible, regardless of office hours.