# Request remote or onsite IT support

> Report an office or device problem and arrange remote or onsite IT support.

Language: en-US. Product guide: https://agencymesh.com/help/it-support/.

Last reviewed October 9, 2026 by AgencyMesh Product Support · Checked against release 2026.10

AgencyMesh provides remote and onsite IT support. Describe the affected office, device, and business impact so support can review the issue and arrange the next step.

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## Request help

1. Open [Tickets](https://app.agencymesh.app/officeInfo/tickets) > **New Ticket**. Enter **Subject** and **Description** with the affected office and device, symptoms or error message, when the issue began, and the work it prevents. Say whether one device or the whole office is affected. Select **Next**.
2. Choose **Office**, **Priority**, and **Issue type** from the available choices, then **Next** > **Submit Ticket**.

You need an available office and issue type. Use the [ticket guide](/help/office-tickets/) to add pictures, follow progress, or post updates to the same request.

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## Prepare for remote support

Remote support needs a configured, available computer and a staff member authorized to connect. Coordinate with support and complete any consent prompt.

Requesting help does not grant remote-control access. Authorized staff use [Workstation Connect](https://app.agencymesh.app/it/workstation-connect), which requires Workstation Connect, Operations, or Administrator access. The [remote session guide](/help/workstation-connect/) covers connecting, session controls, and disconnecting when finished.

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## Arrange onsite support

Ask AgencyMesh to confirm onsite availability for your office, the work to be covered, and scheduling. Include the office location, a contact person, and any access constraints in your request.

Submitting a ticket does not schedule or dispatch a visit. Follow the support response to agree on the visit details.

## Related guides

- [Find office help](https://agencymesh.com/help/office-tools.md)
- [Report a problem](https://agencymesh.com/help/office-tickets.md)
- [Connect to a computer](https://agencymesh.com/help/workstation-connect.md)
- [Check an internet connection](https://agencymesh.com/help/internet-and-ip.md)