We have a new Helpdesk system, this replaces the old system that didn't let people who had logged a support call with us monitor the progress of their call.

This one does! You will need to go to http://support.pooleit.co.uk and register an account, then you can create a support ticket which we will receive immediately.  You can return to this and previous support tickets and check the status or resolution.

Once you have registered, any emails to This e-mail address is being protected from spambots. You need JavaScript enabled to view it will also appear as tickets in your area.

 Helpdesk FAQ

How do I access the Helpdesk?

First you need to register an account. Go to http://support.pooleit.co.uk and you will see the login screen:

Select ‘Create Account’ from the top right and enter your details into the form:

Email addresses: Please enter the email address you would like support emails to be sent to – this will also become your login name.

If you would like other people to have access to your tickets, enter their email addresses in the ‘Linked Emails’ box.  They must also be registered users of the system, and including their email address here will allow them to view your tickets as well as their own, and to post replies to your tickets.  Note that they will also receive the same email notifications as you.

How do I raise a ticket on the Helpdesk?

First you need to have registered an account (see above).  You can then raise a ticket either by simply emailing This e-mail address is being protected from spambots. You need JavaScript enabled to view it or by creating a ticket online at http://support.pooleit.co.uk

as follows:

Enter your name and password into the login screen:

You will be directed to your Helpdesk Home screen:

Select ‘New Ticket’ and enter the details of the enquiry into the form:

After you submit the form you will receive email notification that we have received your enquiry.  The email will contain your ticket number which will allow you to track your ticket online.

Your ticket is delivered to all PooleIT staff immediately, wherever they are.  Staff members may simply reply to your ticket via the Helpdesk system, in which case you will receive email notification of the response and will be able to view all responses online (see below).  Or they may contact you by telephone or email.

How do I track the progress of my request?

Emails will be sent to you whenever a staff member posts a reply, but you can also log in to the Helpdesk to check your current tickets.  Go to http://support.pooleit.co.uk and login as above.  From your Home screen, select ‘My Tickets’.

What shall I do if I forget my password or want to change it?

Go to http://support.pooleit.co.uk and enter your email address in the login screen.  Leaving your password blank, select ‘Login’.  You will receive an email allowing you to reset your password, click on the link within the email and follow the instructions.