Open a request, follow its progress, find your correspondence. Without creating an account if you would rather not.
A call gets lost, an email gets buried. A request logged on our support desk carries a reference number, keeps a record of everything that was said, and never ends up at the bottom of an inbox. You know where it stands, and so do we.
Three ways to open a request, whichever suits you. From this page, using the button above. By simple email to support@zone-help.com - your message automatically becomes a request, with no form to fill in. Or by phone, in which case we log it for you.
Either way, you receive a reference number by email. It lets you find your request at any time, and it lets us pick up the thread without making you explain everything again.
No. An email address is enough to open and track a request. An account is only worthwhile if you have several a year and want your whole history in one place - which is mainly the case for our business customers.
The support desk suits anything that can wait a few hours: a question, a quote, a fault that is annoying but not blocking, a visit to be scheduled. It has the advantage of keeping a written record, with the screenshots and error messages you can attach.
Call us instead if your work has stopped, if you have clicked a fraudulent link, or if your files have just been encrypted. In those situations every minute counts and the first advice is best given by voice. See emergency IT support.
Every request is read and taken on. You get an immediate acknowledgement, then our replies by email - you can reply directly, and it is added to the request with nothing to open.
For customers under a maintenance contract, the request history also serves as the memory of your equipment: what was done, when, and on which machine. See IT asset management.
Two habits save everyone time. Note the exact symptom rather than “it stopped working”: what you see, since when, and what changed just before. And attach a photo of the screen if a message is showing - it is often clearer than a description.
The answer may also already be written: our Problems & solutions section covers around fifty common faults, and our FAQ gathers the questions we are asked most.
The support desk is not the only route.
For an emergency, the phone is still fastest. For everything else, the support desk keeps it all clear.
Automatic assistant: it can make mistakes. Never share a password or a card number.
