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Initial IT client portal
Welcome to your support hub. Log a ticket, chat with our team, or check the status of an existing request. Real engineers, UK helpdesk, plain English, no jargon.
Get in touch
Five ways to log a ticket
All five create a ticket in our helpdesk and route to the right engineer. Pick whichever suits the moment.
1
Call us
Real humans answer the phone, Monday to Friday 9:00 to 17:30. Useful when something is genuinely down and you need to talk to someone.
2
Email us
Useful for non-urgent change requests, questions, and anything you can describe in writing. Replies usually within the same working day.
3
Web chat
Bottom-right of this page
Open the chat bubble at the bottom-right of this page to log a ticket. The conversation lands directly in our helpdesk and routes to the right engineer.
4
Client portal
Log a ticket and track open issues from your dedicated client portal. Available 24/7. Don’t have access yet? Log a ticket via one of the other methods and we’ll grant you access.
5
Microsoft Teams app
Initial IT Support inside Teams
Some clients have our IT Support app installed directly in Microsoft Teams (powered by Thread). Open Teams, click the Initial IT Support app, chat with us without leaving Teams. Want this installed for your team? Just ask.
Inside the portal
What you can do once you’re logged in
The client portal is your self-service hub for everything related to your IT setup with Initial IT. Available 24/7, mobile-friendly, branded to look like home.
Log new tickets
Submit a new request through a simple web form. Pick a category, describe what’s happening, attach a screenshot if useful, and we’ll pick it up.
Track your open issues
See every open ticket in one place: status, last update, who’s working on it. No more wondering whether something’s been forgotten.
Reply and add detail
Add comments, attachments, or replies to any active ticket. The conversation stays threaded in one place so nothing gets lost between email and phone.
Browse the knowledge base
Search how-to articles, FAQs, and step-by-step guides. Many issues can be resolved in minutes without logging a ticket at all.
Approve requests
If you’re a decision-maker, approve or reject change requests (new staff, software, hardware) sent for your sign-off, directly in the portal.
See your IT assets
View the laptops, phones, licences and subscriptions assigned to your business. Useful for renewals, audits, and insurance questionnaires.
Open the client portal
Don’t have access yet? Log a ticket via web chat, email help@initialit.co.uk, or call 01543 524594 and we’ll grant you access.
When we’re here
Opening hours and out-of-hours cover
Helpdesk hours
Monday to Friday
9:00 to 17:30 (UK time)
Standard helpdesk hours. UK-based, real engineers, named to your account. Average phone-call response under 15 minutes.
Out of hours
Outside business hours, our security team monitors everything across our clients. If anything happens they contact Initial IT immediately and we respond.
For client emergencies that can’t wait until morning, leave a voicemail on 01543 524594 or email help@initialit.co.uk with “URGENT” in the subject line.
What happens next
After you log a ticket
Every ticket goes through the same three steps, regardless of how you logged it (phone, email, web chat, portal, or Teams app).
1. Acknowledged
You get a ticket reference and an acknowledgement, usually within 15 minutes during business hours. The ticket is now live in our helpdesk and visible in your portal.
2. Triaged by AI
Every ticket runs through our AI service desk (Thread, fully integrated with our HaloPSA helpdesk). It reads what you’ve described, classifies the issue, and asks any clarifying questions needed to fully understand the situation, in plain English, before a human ever sees it.
The result: less back-and-forth, faster routing, and the right engineer landing on your ticket with full context already attached.
3. Worked by your engineer
A named engineer who knows your setup picks it up. Critical issues (security incidents, multi-person outages) are prioritised within 5 minutes. You get updates as we work it. 92 percent of problems are resolved the same working day, most of them remotely.