A: Ticketing process
If you experience an IT issue, please follow the process below.
Before contacting support, try to identify the type of issue. Examples include:
- Hardware issues involving your computer, monitor, keyboard, printer or mobile device
- Internet, network or server access problems
- Software or application issues
- Email or user account problems
- Password resets or access requests
Precept IT’s helpdesk is available Monday to Friday, 9:00am to 5:00pm. Out-of-hours support is available for critical issues affecting UK and Ireland-based staff.
How to raise a support ticket
Email support@precept.it and include:
- A brief description of the issue in the subject line, for example, “Password reset required”
- A clear description of the problem
- The wording of any error messages displayed
- Details of anything you have already tried, such as restarting the computer or application
- Your contact number and availability, if an engineer may need to call you
A Precept IT helpdesk engineer will review your ticket and respond as soon as possible.
Critical issues
For a critical issue, please raise a ticket by email and then call the appropriate support number:
- UK: 0800 122 3010
- Ireland: 048 9092 3418
- Outside the UK: +44 28 9092 3418
- Out-of-hours critical support: +44 28 9581 1688
Out-of-hours support should only be used for critical incidents that cannot reasonably wait until the helpdesk reopens.
B: Support portal
The Precept IT support portal is available at:
https://preceptit.freshdesk.com/support/login
If your portal account has already been activated, sign in using your email address and password.
To request an account activation email, contact support@precept.it.
The portal allows you to:
- View your open and previous support tickets
- Add notes or further information
- Review responses from the helpdesk
- Track progress and ticket updates
Ticket updates will also be sent by email, allowing you to reply and manage the ticket directly from your inbox.