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Waiting on IT support when you have a problem or question is stressful. Garner IT understands your time is valuable and provides our clients with multiple convenient methods – phone, email, and our website – for you to submit service requests to our support team so we can get you back to work as fast as possible.
Before any work can begin, a support ticket should be created. A support ticket contains all relevant information for a single issue, as well as all information, notes and time recorded by a technician when working on the issue. Upon creation of a support ticket, the ticket will be assigned a unique Ticket Number that you should reference when communicating with Garner IT in regard to your issue.
When contacting support, the following types of information will help ensure the quickest response and resolution time possible:
You can start a support ticket with us 24 hours a day / 7 days a week via the following -
If you would like to communicate with us on an existing support ticket, simply reply to any of the emails we have sent to you from the support ticket. Please note that your support ticket number (i.e. “Ticket#123456”) is included in the Subject line of the email and should not be changed or removed or we may not receive your response.
If you need a fast response to your update or are unable to email us to update an existing ticket, please use our live chat or call our support desk phone number and provide us with your existing ticket number.
Garner IT also provides our clients with a login account to our ticket system where they can access to a portal to review and manage all of their existing tickets. To access click here. If you do not have a login account, please contact our Service Dispatcher at (850) 250-3210, Option 2, and we’ll be happy to set one up for you.
Our clients have the ability to use Chat to submit support requests, which can be accessed two ways - via a Desktop shortcut or via an icon in the System Tray. Chat is great for communicating issues you need a quick answer to while also allowing you to keep working (unless the technician needs to remotely control your computer to assist with the problem). Watch this brief video to learn more about how our clients use Live Chat to connect with a support representative within minutes.