Contact us on WhatsApp - the world's leading messaging platform
Why Use WhatsApp for Business IT Support?
Traditional IT support channels like phone and email remain important, but WhatsApp adds an extra layer of speed and convenience. For many businesses, it has become the preferred way to request technical assistance because it fits naturally into everyday communication. Messages can be sent in seconds, tracked easily in your conversation history, and revisited later without having to search through emails.
Secure and Reliable Communication
Security is often a concern when choosing how to engage with IT support. With WhatsApp’s end-to-end encryption, your messages, images, and documents are kept private between you and our support team. This means you can share sensitive screenshots or error details with confidence that your information is protected.
Every WhatsApp enquiry you send is linked directly into our support system, ensuring it is logged, tracked, and assigned just like any other ticket. This guarantees accountability while giving you the flexibility of a modern messaging app.
1. I am accessing this website on my computer or smartphone and want use the WhatsApp app on this device.
CONNECT APP
This option will automatically connect you to us on the app on your device.
2. I am accessing this website on my personal computer and want to use the WhatsApp Web App on this device.
CONNECT WEB APP
This option will open your web browser at the WhatApp page and require you to connect with your smartphone.
3. I am accessing this website on a computer but want to contact you on the WhatsApp app on my smartphone.
SCAN ON PHONE
4. I don't use WhatsApp currently but I have a smartphone and am interested in using it to access IT support
WhatsApp is a widely-used messaging platform that allows users to send text messages, make voice and video calls, and share various media files, including photos, videos, and documents. Acquired by Facebook in 2014, WhatsApp has become one of the primary means of communication for billions of people globally, offering a user-friendly interface and end-to-end encryption for secure conversations.
Fast and Convenient IT Support via WhatsApp
WhatsApp – the world’s most widely used messaging app. With over two billion users worldwide, WhatsApp has become the go-to platform for quick and secure communication, making it the ideal channel for IT support.
Quick Responses When You Need Them
Whether you’re at your desk or on the move, sending a WhatsApp message to ITbuilder gives you direct access to our support team. Unlike traditional phone calls or email tickets, messaging allows you to get straight to the point and often receive a faster response. For urgent issues, this means less downtime and quicker resolutions.
Share Images and Screenshots Effortlessly
share photos, screenshots, or even short videos of the problem you’re experiencing. Instead of trying to explain a complex technical issue, simply snap a picture of the error message or take a screenshot of your screen. This gives our engineers the exact details they need to diagnose and resolve your issue more efficiently.
Always Within Reach
Because WhatsApp works seamlessly across smartphones, tablets, and desktops, you can contact us from whichever device is most convenient for you. Whether you’re working remotely, travelling, or at the office, our team is just a message away.
Frequently Asked Questions about WhatsApp IT Support
Is WhatsApp support available outside business hours?
Yes. Our WhatsApp channel is actively monitored Monday to Friday between 8am and 6pm, and for customers who have extended service level agreements (SLAs), this coverage can continue beyond those hours. If you contact us outside of your contracted service hours, you can still send us a message at any time of day or night. Your enquiry will automatically be logged in our support system, ensuring it is queued for action as soon as the next available engineer picks it up. This provides peace of mind that even if you raise an issue late in the evening or over the weekend, it will not be lost or overlooked. Many customers find this especially useful for non-critical issues they notice while working out of hours, as they can send a quick message and know it’s already in our system ready for the following morning.
Can I share files as well as images?
Absolutely. WhatsApp is not limited to text or photos — you can send videos, PDFs, Word documents, spreadsheets, and even voice notes directly through the app. This flexibility makes it particularly effective for IT support because sometimes a written description isn’t enough. For example, if you’re experiencing an error in Microsoft 365, you might share a screenshot of the error message, or if a printer is malfunctioning, a short video clip can help our engineers understand exactly what is happening. Voice notes can also save you time if you’re on the go — simply record a quick message explaining the issue and send it instantly.
Is WhatsApp support secure?
Yes. All WhatsApp conversations are protected by end-to-end encryption, which means that your messages cannot be read by anyone other than you and ITbuilder. This ensures that sensitive information such as screenshots of internal systems or client data remains private. We also use WhatsApp as a secure method for sending credentials, such as temporary passwords, because the messages are linked to your verified mobile number on file with us and are independent from your company’s email systems. In fact, WhatsApp is often considered more secure than SMS for password delivery because it cannot be intercepted in the same way. For clients who handle regulated data, such as financial or legal services, this added security layer offers reassurance that their communication with our support team remains confidential.
Will my WhatsApp request be treated the same as a phone or email ticket?
Yes. Every enquiry you send via WhatsApp is automatically pulled into our professional service desk platform, just like phone calls and email requests. This means you will still receive a unique ticket reference number, and your request will follow the same structured workflow as any other support ticket. Our system ensures accountability by tracking status updates, escalation levels, and resolution times. The benefit of WhatsApp is simply the added speed and convenience — you get the immediacy of a conversation with the security and traceability of a logged support ticket.
Can I use WhatsApp for urgent issues?
Yes, WhatsApp is a great channel for urgent support needs because it gives you a direct line to our engineers without the delays sometimes associated with email. Many customers find it helpful for alerting us to sudden system errors, login lockouts, or connectivity issues. However, in the event of a business-critical emergency — for example, if your entire office network is down or you have a suspected cyber security incident — we still recommend calling our service desk directly. A phone call ensures your case is escalated instantly and assigned the highest priority response under your SLA. WhatsApp is fast and convenient, but the phone remains the most immediate channel for absolute emergencies.
Do I need to install anything special to use WhatsApp support?
No, nothing extra is required beyond the WhatsApp app itself, which is free to download. If you already have WhatsApp installed on your smartphone, you can start chatting with our team right away. For users who prefer to work on a laptop or desktop computer, WhatsApp Web and the WhatsApp desktop app provide the same functionality, synchronised with your mobile device. This means you can easily drag and drop screenshots or files from your PC straight into the chat. If you don’t yet have WhatsApp, it’s simple to set up — download it from the Apple App Store or Google Play Store, register with your mobile number, and you’re ready to connect with us in minutes.
What kinds of IT issues can be solved over WhatsApp?
Many day-to-day IT queries can be raised and often resolved via WhatsApp without the need for a phone call. This includes tasks such as password resets, troubleshooting software issues, providing quick “how-to” guidance, and sharing updates on existing support cases. For more complex problems, WhatsApp is still a valuable first step because you can provide screenshots or error details that allow our engineers to quickly understand the scope of the problem before arranging a remote session or site visit. By starting the conversation on WhatsApp, you save time and reduce back-and-forth communication.