Get Support from Indigo
For existing clients: how to reach our helpdesk and what happens next.
Indigo Unified Communications clients can get help from our Glasgow service desk by email at support@indigocomms.co.uk, by phone on 0141 442 0202, or through the client portal. Our experienced engineering team works across first, second and third line. Every ticket gets a first response in under 30 minutes. In September 2026 we handled 1,854 tickets, with a 13-minute average first response.
Not a client yet? This page is for existing clients. For new enquiries, email gethelp@indigocomms.co.uk or use our contact page.
How do I get help?
- Email support@indigocomms.co.uk. Most of our clients' tickets come in this way.
- Call 0141 442 0202. Best for anything urgent, such as a whole office offline, phones down or a suspected security incident.
- Use the client portal to log a new ticket and check progress on open ones. The portal runs on Autotask, the same system our engineers work from.
- Remote support. If an engineer needs to see your screen, they'll ask you to download our remote support tool so they can connect. Only accept a remote session you've asked for.
What should I include in a ticket?
A clear ticket gets fixed faster. Include:
- Your name, company and a phone number we can reach you on
- What's wrong, in your own words, and when it started
- Who is affected: just you, your team or the whole site
- Any error message, ideally as a screenshot
- What you've already tried, such as restarting
If it's stopping people working, say so in the subject line or call us.
When is the helpdesk open?
Helpdesk hours depend on your package:
| Package | Helpdesk hours |
|---|---|
| Silver | 09:00–17:00 Monday to Friday |
| Gold | 09:00–17:00 Monday to Friday |
| Platinum | 08:30–17:30 Monday to Friday |
| Charity | 09:00–17:00 Monday to Friday |
You can email or use the portal at any time, and your ticket is picked up when the helpdesk opens. Some protection keeps running outside these hours: Gold and Platinum include 24/7 monitoring of company systems, and Platinum and Charity include a dedicated security team watching your systems 24/7 (a security operations centre, provided through RocketCyber). Platinum and Charity packages also include out-of-hours cover for urgent issues, and venues can arrange out-of-hours and event-day engineer cover at extra cost. Compare packages →
How quickly will we respond?
Every ticket gets a first response in under 30 minutes, and urgent issues are prioritised.
| Priority | What it means | Response target | Fix target |
|---|---|---|---|
| P1 Critical | Business stopped: a whole site, server or key system down | 30 minutes | 4 hours |
| P2 High | Several people affected, or one person unable to work | 30 minutes | 8 hours |
| P3 Normal | One person affected, with a workaround | 30 minutes | 2 days |
| P4 Low | Requests, changes and questions | 30 minutes | 5 days |
Resolution times depend on the issue. Some problems need a part, a supplier or a site visit, and we'll tell you what happens next and when.
How is our service desk performing?
September 2026: 1,854 tickets handled · 65% resolved within 2 hours · 13 minutes average first response.
Clients rate us 4.98/5 from post-ticket surveys. We update these figures on the first working day of each month. Managed IT support →
Frequently asked questions
What's the quickest way to log a support ticket?
Email support@indigocomms.co.uk, which is how most of our clients log tickets. For anything urgent, such as a whole site offline or a suspected security incident, call 0141 442 0202 so an engineer can start on it straight away. You can also log and track tickets in the client portal.
How quickly will Indigo respond to my ticket?
Every ticket gets a first response in under 30 minutes during helpdesk hours. In September 2026 our average first response was 13 minutes, and 65% of tickets were resolved within two hours. Resolution times depend on the issue: some need a part, a third-party supplier or a site visit, and we'll keep you updated until it's fixed.
Can I get support outside office hours?
The helpdesk runs 09:00–17:00 Monday to Friday, or 08:30–17:30 on Platinum. You can email or use the portal at any time. Gold and Platinum clients have 24/7 monitoring of company systems, and Platinum and Charity clients have a dedicated security team watching their systems 24/7 (a security operations centre). Venues can arrange out-of-hours and event-day engineer cover at extra cost.
Why does the engineer want me to download a remote support tool?
It lets our engineer see your screen and fix the problem without a site visit, which is usually the quickest route to a fix. Only download it from our support page or a link your engineer sends, and only accept a session you've asked for. If a caller you don't recognise asks for remote access, hang up and call us on 0141 442 0202.
I'm not an Indigo client. Who should I contact?
This page is for existing clients. If you're looking for IT support, connectivity, phones or mobiles, email gethelp@indigocomms.co.uk or use our contact page. Website enquiries get a reply the same working day. Please don't use the support address for new enquiries, because it goes straight into our client ticket queue.