NHS.net Connect Support
NHS.net Connect (formerly NHSmail) can be contacted in a variety of ways to support you in the use of the Service.
Below are the common routes users will follow to receive support when using the NHS.net Connect Services.
Typically, NHS.net Connect users are supported via their local IT support functions in the first instance. If you are not aware of your local IT, you can check via the NHS.net Connect Portal by signing in with your NHS.net account.
If you’re unable to resolve an NHS.net Connect issue with your local IT Team, or you are a NAS managed user, you can contact the NHS.net Connect helpdesk 24 hours a day, 365 days a year by using the details on our Contact Us page.
Primary and Local Admin roles may also use, in addition to phone and email, additional support tools such as Helpdesk Self Service and NHSmail Guide (Chatbot)
For certain Requests or Enquiries (see list below), you will be required to raise a case through the NHS England National Service Desk Customer Portal (NHS England NSD Customer Portal). This is how you now contact the teams who previously were contacted via mailboxes Feedback@nhs.net, Windows10@nhs.net, and MDEfeedback@nhs.net 1
To ensure your case is sent to the NHS.net Connect teams please choose “Raise a Service Request”, then select “Collaboration Services”, then choose a tile from the right which most matches your needs.
You can access the NHS England National Service Desk Customer Portal and register for an account, if you are not already registered.
You can access this guidance on how to use the NHS England National Service Desk Customer Portal as a customer if you have never used the Service before.
1 MDEfeedback continues to receive emails until 6 January 2025. From 7 January 2025 MDE Requests and Enquiries will also be raised through the NHS England National Service Desk Customer Portal.
What is the difference between NHS.net Connect Helpdesk and NHS England National Service Desk Customer Portal?
This section is perhaps most relevant to Local Administration (LA) roles, however non-LA roles may benefit from this understanding.
The NHS.net Connect Service (formerly NHSmail) is supported by our Service Integrator, they provide the NHS.net Connect Helpdesk function. The Helpdesk allows all users of the NHS.net Connect Service to raise Incidents and Service Requests for the supported Services.
There are some aspects of the Service which are not completed by our Service Integrator, these elements are submitted to the NHS England Collaboration Services team through the NHS England National Service Desk Customer Portal. These were previously submitted to mailboxes such as Feedback@NHS.net; Windows10@NHS.net and MDEfeedback@NHS.net
Below we list the current Service Offerings which can be submitted to the NHS England Collaboration Services team.
Work is underway to improve the way users of NHS.net Connect report incidents and requests into the Service, and future announcements will detail those changes.
Which NHS.net Connect Requests and Enquiries can I raise via the NHS England NSD Customer Portal?
Listed below are the Service Offerings you may select when raising a case to the NHS England Collaboration Services teams.
When using the NHS England National Service Desk Customer Portal please choose “Raise a Service Request” then select “Collaboration Services” then choose a tile from the right which most matches your needs, to ensure your case is sent to the NHS England Collaboration Services team.
As the Service is constantly evolving please do check directly on the NHS England NSD Customer Portal for the latest Service Offerings.
Remember: For Live Service Support of the NHS.net Connect Services please continue to use NHSmail Helpdesk service or National Administration Service, via Helpdesk@nhs.net, 0333 200 1133 or as a Local Administrator Helpdesk Self-Service.
NHS England Collaboration Services
Access to data procedure – eDiscovery or DSARS
Calendar federation requests
Closed Organisations Submissions
Collaboration Community Queries
Identity queries – NHSmail
Information Management, Information Governance and Data Retention queries
Intune (device management) queries
Licensing Information Request
M365 Copilot Licensing Request
Microsoft 365 Apps and Services queries
National Administration Service (NAS) registration queries
NHSmail Solution Store
Offboarding organisation management to the National Administration Service (NAS)
Participation Agreement Request
Pharmacy super user registration
Registering for NHS.net Connect
Request a new Primary Local Admin (PLA) at your organisation
Request change to monthly account registration limit
Request GP Locum account disable
Request Organisation Short Name Change
Secure email standard (DCB1596) accreditation
Service Escalations – NHS.net Connect
Teams External Collaboration requests
Teams Premium Licensing Request
Update Collaboration Licensing Contacts
Your Voice
Microsoft Defender for Endpoint (MDE)
These Service Offerings launch on 7 January 2025
Endpoint Onboarding Management and Maintenance to MDE
NHS.net Connect – nhs.net ATP RBAC Containers
NHS.net Connect Portal Missing Admin
MDE – Microsoft Indicators
MDE Actions and Submissions
MDE Advanced Hunting
MDE Alerts and Incidents
MDE and AV Conflicts
MDE API’s
MDE Auto Remediation
MDE Device Group Management
MDE Device Inventory
MDE FutureNHS Workspace Access
MDE Microsoft Monitoring Agent / Unified Access
MDE Reports
MDE Tamper Protection
MDE Threat and Vulnerability Management
| Last Reviewed Date | 09/12/2024 |
