The Solomon IT Client Support Ticket Entry
As issues arise, the Solomon IT team is here to help—quickly, securely, and with clear communication every step of the way.
Choose instant remote assistance or log in to our client portal to create and track tickets 24/7.
Remote Assistance – Fast, Secure, Real-Time Help
When you need immediate resolution, our engineers can connect directly to your system for rapid diagnosis and repair—no on-site visit required in most cases.
How Remote Assistance Works:
An engineer contacts you and provides a unique, time-limited session code.
Enter the code in the secure tool below.
Follow the simple on-screen prompts to grant temporary, encrypted access.
Our team diagnoses and resolves the issue while you observe or continue working.
Session ends when you choose—full control remains with you.
Client Portal – Manage Your Support on Your Schedule
Log in anytime to submit detailed service tickets, attach files, and track progress in real time.
Client Portal Features:
Create new tickets 24/7 with full details and file attachments.
Categorize issues (hardware, software, network, cybersecurity, etc.).
View real-time status updates and assigned technician information.
Communicate directly with your support team.
Access past tickets and resolutions for quick reference.
Mobile-friendly design for support on the go.
Our Proven Support Process
Step 1: Issue Reporting — Submit via client portal, phone, or email.
Step 2: Rapid Assessment & Prioritization — We evaluate urgency and assign the right resources.
Step 3: Engineer Assignment — A qualified technician is matched to your ticket (remote session when appropriate).
Step 4: Resolution & Testing — We diagnose, repair, and verify the fix works for your business.
Step 5: Documentation & Follow-Up — Detailed notes are recorded and we confirm everything meets your expectations.
This structured yet flexible approach minimizes downtime and builds long-term reliability for your team.
Why Businesses Choose Solomon IT Support
Minimized Downtime — Remote assistance often resolves issues significantly faster than traditional methods.
Complete Transparency — Real-time ticket tracking and direct communication keep you informed.
Secure by Design — Encrypted sessions and controlled access protect your data.
24/7 Portal Access — Submit and monitor tickets whenever it’s convenient for you.
Local Expertise with Nationwide Reach — Based in Oak Ridge and serving Knoxville, Sevier County, East Tennessee, and clients across the country.
Relationship-First Approach — We focus on long-term solutions and clear guidance, not just quick fixes.
Solomon IT - Live Ticket Statistics
Frequently Asked Questions
How quickly can I expect a response to my support request? Urgent tickets typically receive an initial response within 15-30 minutes during business hours. We also offer extended support options for critical needs.
Is remote assistance secure? Yes. All remote sessions use encrypted, time-limited connections. You maintain full control and can end the session at any time.
What types of IT issues can Solomon IT help with through the portal or remote assistance? We assist with network problems, software troubleshooting, hardware support, cybersecurity concerns, system outages, and more.
Do I need to be at my computer for remote assistance? Most sessions work best when you are available to provide context, but we can arrange unattended access for scheduled maintenance with your approval.
Where does Solomon IT provide support? We proudly serve businesses in Knoxville, Oak Ridge, Sevier County, and throughout East Tennessee, with remote support available nationwide.