Support Downloads and Access Tools
Computer Ties uses different support tools depending on the customer, device, and issue. Some tools are temporary and used only during a support session, while others are installed as part of an approved support arrangement, managed services agreement, or specific technical need.
Computer Ties RMM Agent for Windows
The Computer Ties RMM Agent for Windows connects an approved Windows computer to the Computer Ties remote monitoring and support platform. This allows Computer Ties to identify the device, provide remote support, review basic device information, and support the computer more efficiently when it is part of a supported customer environment. Install this agent only when directed by Computer Ties or when your organization’s support agreement requires the device to be connected to our management tools. This is not a general public repair tool and should only be installed on approved customer devices.
Computer Ties RMM Agent for Mac
The Computer Ties RMM Agent for Mac connects an approved Mac device to the Computer Ties remote monitoring and support platform. This helps Computer Ties provide approved remote support and device assistance when Mac support is included in the customer’s support arrangement. Install this agent only when directed by Computer Ties or when Mac support is part of your organization’s agreement. Mac support may vary depending on the customer environment, device ownership, operating system version, and support agreement.
Show My PC Remote Support
Show My PC is a temporary remote support tool used when a Computer Ties technician needs to view or assist with your computer during a support session. Use Show My PC only when a Computer Ties technician asks you to start a temporary remote session. This tool is commonly used for one-time assistance, quick troubleshooting, or situations where the full RMM agent is not the right option. A technician will guide you through the connection process when it is needed.
SonicWall NetExtender VPN
SonicWall NetExtender is a VPN client used to connect approved users to supported business networks when remote access has been configured by Computer Ties or the customer’s organization. Install NetExtender when Computer Ties instructs you to do so, or when your organization has been configured for SonicWall VPN access. Installing NetExtender alone does not grant remote access. Your account must be authorized, and the VPN connection must be configured with the correct customer-specific server, username, password, and any required multi-factor authentication.
Get Support Now
Choose the support option that best matches what you need. If you are not sure where to start, submit a ticket or call the direct support line during help desk hours.
Best for non-urgent issues, detailed requests, screenshots, device information, error messages, or support follow-up.
Submitting a ticket gives the help desk a written summary of the issue so the request can be reviewed, assigned, tracked, and followed up properly.
Best for active issues, time-sensitive problems, or situations where speaking with support directly will help explain the issue faster.
Current managed service clients and existing support customers can call the direct support line during help desk hours.
Best for written issue details, screenshots, ticket follow-up, or requests that do not require an immediate phone call.
For technical support requests or follow-up on open tickets, email the help desk directly.
Best for larger technology concerns, new service discussions, managed IT questions, project planning, office moves, security reviews, or issues that are bigger than a normal help desk request.
Support Hours and Contact Reference
Computer Ties provides help desk support during normal business support hours. Existing customers can contact the help desk by phone, email, or support ticket depending on the urgency and type of request.
For urgent issues during support hours, calling the direct support line is usually the fastest option. For detailed requests, screenshots, documentation, or non-urgent issues, submitting a ticket is usually the best starting point.
Help Desk Hours
Monday–Friday, 7:30 AM–5:30 PM
Direct Support Line
Technical Support Email
Main Office
Account and Billing Email
After-Hours Emergency Support
After-hours emergency support is reserved for managed service clients and qualifying business customers with critical issues. Emergency support may be prioritized based on business impact, urgency, and the customer’s support agreement.
What We Can Help With Remotely
Many technology issues can be handled remotely, which helps reduce delays and avoids unnecessary on-site visits. Remote support is often the fastest path when the issue involves software, accounts, email, user settings, workstation behavior, or general troubleshooting.
When a remote session is needed, a Computer Ties technician may use the approved support agent already installed on the device or may direct the user to launch a temporary remote support tool.
Microsoft 365 and Outlook support
Email access and sync issues
Password and sign-in troubleshooting
User account questions
Software errors and common application issues
Workstation performance concerns
Printer connection and driver troubleshooting
Shared folder and file access issues
Browser or shortcut issues
VPN and remote access questions
Basic connectivity troubleshooting
Security software alerts or user questions
Ticket follow-up and issue verification
When an Issue Needs More Than Remote Support
Some issues cannot be fully resolved remotely because they involve physical equipment, wiring, hardware placement, local network equipment, or device condition. In those cases, Computer Ties may recommend an on-site visit, front-desk repair, or a larger project review.
The help desk can help identify the right path. A simple software issue may stay remote. A workstation hardware problem may need bench repair. A network equipment issue may require an on-site visit. A recurring issue across multiple users may need a deeper review.
New workstation or laptop installation
Physical equipment setup
Network hardware checks
Wi-Fi or cabling-related troubleshooting
Printer placement or local connection issues
Multiple users affected in one office area
Computer hardware failure
Monitor, dock, keyboard, mouse, or peripheral issues
Office moves or workstation rearrangements
Equipment replacement or deployment
Issues that require hands-on testing
What to Include in a Support Request
A clear support request helps the help desk respond more efficiently. When possible, include who is affected, what device is involved, what changed, and what error message or behavior you are seeing.
You do not need to know the technical cause of the problem before submitting a ticket. A short, accurate description is enough to help support begin reviewing the issue.
Your name
Organization name
Best callback number
Affected user
Affected computer or device
Brief description of the issue
When the issue started
Whether one user or multiple users are affected
Any screenshots or error messages
What you were trying to do when the issue occurred
Whether anything recently changed
How urgent the issue is
Example Support Request
Subject: Outlook Not Opening — Front Desk Computer
Jane at the front desk cannot open Outlook on computer FRONTDESK-01. The issue started this morning around 8:15 AM. Other users appear to be working normally. Restarting the computer did not fix it. Screenshot attached.
How Help Desk Requests Are Handled
Help desk requests are reviewed based on the information provided, the customer’s support arrangement, business impact, and urgency. Some issues can be resolved quickly, while others may require additional troubleshooting, escalation, an on-site visit, vendor coordination, or a larger project discussion.
Computer Ties documents support activity so issues can be tracked, repeated problems can be identified, and follow-up is easier for both the customer and the technician.
1. Request is received by phone, email, or ticket form.
2. The help desk reviews the issue and available details.
3. A technician follows up or begins troubleshooting.
4. The issue is resolved remotely when possible.
5. If needed, the issue is escalated, scheduled for on-site support, or reviewed as a larger service need.
6. Notes and follow-up items are documented for future support.
Help Desk Support and Managed Services
Help desk support is one part of a larger IT support structure. For managed service clients, help desk support works alongside monitoring, patch management, documentation, backup oversight, security tools, device tracking, and ongoing maintenance.
This matters because many support issues are symptoms of a larger environment. A recurring Outlook problem may point to licensing, profile, or tenant issues. A slow workstation may point to aging hardware, missing updates, or replacement planning. A repeated printer issue may point to inconsistent device setup or network configuration.
Managed services help Computer Ties support the whole environment more consistently, while the help desk gives users a practical way to get help with daily issues.
When a Ticket Becomes a Larger Issue
Not every issue should stay as a simple help desk ticket. If a request reveals a larger problem, Computer Ties may recommend a different support path.
This helps prevent recurring problems from being treated as isolated issues over and over again. When the root cause involves aging equipment, missing documentation, poor configuration, security risk, or a larger technology change, the next step may need to be planned differently.
Printer, Copier, and Scanner Support
Computer Ties can help with printer-related technology issues such as workstation printing problems, print drivers, printer network connections, and basic connectivity troubleshooting.
Computer Ties does not perform physical printer, copier, or scanner hardware repair. If the issue involves physical printer hardware, copier service, scanner hardware, toner mechanisms, paper feed problems, or managed print equipment service, Printer Source Plus is the appropriate CTi Tech Plaza partner.
Support Expectations
Computer Ties works to keep support practical, documented, and clear. Support requests are easier to resolve when users provide accurate information, respond to technician follow-up, and allow enough time for proper troubleshooting.
The help desk is designed to move issues toward resolution, identify the right service path, and document what happened. When an issue requires a different type of support, we will help explain the next step.
What Customers Can Expect
A clear support path
Remote help when appropriate
On-site support when needed
Ticket documentation
Escalation when an issue is larger than a normal help desk request
Practical communication about next steps
Follow-up when additional work is required
What Helps Us Help You
Submit one issue per ticket when possible
Include the affected user and device
Send screenshots or error messages
Tell us when the issue started
Let us know if multiple users are affected
Avoid installing tools unless directed
Call for urgent issues during help desk hours
Use the ticket form for detailed non-urgent requests
Related Services
On-Site Support
For device installs, physical setup, network troubleshooting, printer connectivity, and hands-on support at your location.
Microsoft 365 Services
For Microsoft 365 licensing, account management, email setup, tenant support, and Microsoft cloud administration.
IT Consulting and Technology Planning
For larger equipment refreshes, office technology planning, lifecycle replacement discussions, and project planning.
Frequently Asked Questions
The Computer Ties help desk is the support path for day-to-day technology issues such as login problems, email trouble, workstation issues, printer connectivity, software questions, shared file access, VPN questions, and general troubleshooting.
For detailed or non-urgent issues, submit a ticket online. For time-sensitive issues during help desk hours, current managed service clients and existing support customers can call the direct support line at 1-517-905-3168.
Many issues can be handled remotely, including Microsoft 365 and Outlook problems, account access issues, workstation troubleshooting, software errors, printer connection problems, VPN questions, shared file access, and basic user support.
An issue may need on-site support when it involves physical equipment, network hardware, workstation setup, cabling concerns, printer placement, multiple affected users in one location, or troubleshooting that cannot be completed remotely.
No. Help desk support focuses on daily user issues and troubleshooting. Managed IT services are broader and may include monitoring, patching, backup oversight, documentation, endpoint management, security tools, lifecycle planning, and recurring support structure.
Computer Ties can help with printer network connections, workstation print issues, drivers, and connectivity troubleshooting. Physical printer, copier, and scanner hardware repair should be handled by a dedicated printer service provider such as Printer Source Plus.
After-hours emergency support is available for managed service clients and qualifying business customers. Emergency support is intended for critical issues and may be prioritized based on impact, urgency, and the customer’s support agreement.
Include your name, organization, best callback number, affected user, affected device, a brief description of the issue, when it started, whether multiple users are affected, and any screenshots or error messages.
Need Help From the Computer Ties Help Desk?
Whether you need to submit a support request, start remote troubleshooting, call the help desk, or determine whether an issue should become an on-site visit or managed services discussion, Computer Ties can help route your request to the right support path.