Customer support
Need help with an existing support issue, service request or endpoint environment question? Use this page to access the service desk, find support resources and route your request to the right team.
This page is for current Virtual Engine customers. New business enquiries should use the Contact page so they can be routed separately from customer support requests.
The more context your team can provide upfront, the easier it is for Virtual Engine to triage, route and resolve the request efficiently.
User name, group, department and whether the issue affects one user or many.
Device name, operating system, application, policy, Microsoft service or mobile device involved.
Recent updates, new policies, migrations, access changes or error messages.
Business impact, deadlines, blocked users and any security or compliance concern.
Every request is reviewed, prioritised and handled by a technical consultant who understands your endpoint environment, not a general first-line queue.
Raise your ticket through the service desk or contact the support team if you cannot access it.
We review the request, assess impact, clarify missing information and assign the right support route.
A technical consultant investigates the issue, updates the ticket and agrees next actions where needed.
We support the fix, document the outcome and identify any follow-up actions if the issue points to a wider endpoint control gap.
Help the support team prioritise accurately by telling us whether the request is affecting one user, a team, a critical business process, or a security/compliance concern.
Raise a support request through the service desk or contact the team if you are unsure where your issue should go.
Quick answers before you raise a request
Use the service desk link at the top of this page to raise, track and update tickets for existing issues or service requests.