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How to open a support ticket

A support ticket is the best way to get help from Elite Tech Force. Every request gets a ticket so nothing gets lost, and you and our team can see the full history in one place.

Option 1: Use the support portal

  1. Go to https://support.elitechforce.com.
  2. Select New Ticket.
  3. Fill in your name and email, choose the ticket type that best fits, and write a short subject.
  4. Describe the problem in the message box (see “What to include” below).
  5. Add any attachments, such as screenshots, and submit the form.

Option 2: Send an email

Email [email protected] from your usual email address. A ticket is created automatically, and you will receive a confirmation email. Use a clear subject line, such as “Outlook won’t open on front desk PC”, rather than “Help”.

If you cannot get into your email, you can still use the portal from any device, or send the request from another email address. Just mention which account has the problem.

What to include

The more detail you give us up front, the faster we can fix it. Try to answer these questions:

  • What happened? What were you trying to do, and what happened instead?
  • When did it start? Did anything change around that time (an update, a new device, a power outage)?
  • Who is affected? Just you, several people, or the whole office?
  • Error message: type the exact text, or attach a screenshot. “It gives an error” is hard to troubleshoot.
  • Screenshot: a picture of the screen is often the quickest way to show the issue. See our article on taking screenshots.
  • Device: which computer or phone, and its name or model if you know it.
  • How urgent is it? Can you keep working, or is the business stopped?

Never include passwords in a ticket or email. If we need access to something, we will tell you a safe way to provide it.

One issue per ticket

If you have several unrelated problems (for example, a printer that won’t print and a new employee who needs an email account), please open a separate ticket for each. This keeps each conversation clear and lets us work on them in parallel.

Add information to an existing ticket

Simply reply to any email you received about the ticket. Your reply, including attachments, is added to the same ticket automatically. Please do not start a new email thread for the same problem, as that creates a duplicate ticket.

Check the status of your tickets

  1. Go to https://support.elitechforce.com.
  2. Sign in with the email address you used to open the ticket.
  3. Open your ticket list to see status, replies and history.

You will also receive email updates when we reply or when the ticket status changes. Check your Junk folder if you do not see them.

Tips for a quick resolution

  • Restart the device first; it solves more problems than you might expect. Mention in the ticket that you tried it.
  • Keep the device available and powered on if we may need to work on it remotely.
  • Let us know the best way and time to reach you.

Can’t find what you need?

Open a ticket and a real person from our team will get back to you. You can also email [email protected].

New Ticket