One place to ask for help
Your team opens a ticket by email or through a simple web portal — no chasing, no wondering if it was seen.
IT Helpdesk · Richmond Hill & GTA
A real IT helpdesk for your team — with a ticket, not a lost email.
When something breaks, your staff open a ticket and get a tracked, accountable response. No more IT requests disappearing into someone’s inbox.
In short
MainIT provides an IT helpdesk with a proper ticketing system for small businesses. Staff submit issues by email or a web portal, every request becomes a tracked ticket with an owner and response time, and you get one place to see what’s open, what’s done, and how long it took.
Last updated July 2026
What you get
Support that’s tracked, not guessed
Tracked response times
Every ticket has an owner and a target response time, so nothing slips and you always know where things stand.
A record you can see
History, status, and effort in one dashboard — plus clear invoicing tied to the work that was actually done.
How the helpdesk works
- Open — a staff member emails support or opens a ticket in the portal.
- Triage — it’s logged, prioritized, and assigned to a real person.
- Resolve — we fix it remotely or on-site, with updates on the ticket the whole way.
- Review — you get monthly visibility into what came in, how fast it was handled, and where recurring issues are.
Because we run our own ticketing platform, the workflow is tuned to small businesses — no enterprise complexity, no per-agent licence fees passed to you.
Pairs with managed IT
The helpdesk works on its own, or alongside our Microsoft 365 management so the same team that runs your environment also answers the tickets — faster fixes, one accountable partner.
Common questions
Frequently asked questions
How do our staff submit a ticket?
Two easy ways: send an email to your support address, or open a ticket in the web portal. Both create a tracked ticket with a reference number.
Do you offer guaranteed response times?
Yes. Each plan has target response times by priority, and every ticket is timestamped so you can see we’re meeting them.
Can you support both remote and on-site issues?
Yes. Most issues are solved remotely for speed; for anything hands-on, we come to you across the GTA.
Is there a long contract?
No. Helpdesk plans are month-to-month. You can also use us for occasional as-needed support instead of a plan.
What does it cost?
A simple flat monthly rate based on how many people you support, quoted up front after a free consultation.
Let’s talk
Give your team a real helpdesk.
Stop losing IT requests in email. We’ll set up tracked, accountable support your staff will actually use.