Ticketing
Unmatched Transparency and Speed
Our commitment to your success through a powerful ticketing system designed for maximum transparency, speed, and efficiency.
At L-IT, we believe support should be a seamless extension of our service—not a bottleneck. That's why we've built our support process around a powerful ticketing system designed for maximum transparency, speed, and efficiency. We don't just solve problems—we provide a clear, direct, and proactive partnership dedicated to your ongoing success.
A Direct Line to Solutions—Not Long Queues
Forget the frustration of long email chains and endless waiting for replies. Our support philosophy is simple: resolve issues clearly and promptly. We've left behind the slow, bureaucratic processes of traditional helpdesks, offering you an agile and effective approach.
Our system is built on the proven JIRA platform. Through your personal portal, you have access at any time to the current status of every request. From opening a ticket to final resolution, you stay in the loop every step of the way.
Key Features of Our Support System:
Every customer can create their own tickets and track their status. You always know who is handling your request and what the current progress is.
If a request is complex or requires further clarification, we don't hide behind emails. We proactively set up a call to discuss the matter directly—often sharing screens to analyze the issue together. This direct approach eliminates misunderstandings and speeds up resolution.
Our goal is to truly fix issues—not just "manage" tickets. We are committed to clear timelines, often down to the specific calendar week. Our success is measured by how quickly we deliver a working solution, not by the number of emails exchanged.
How We Ensure Quality and Speed
Our daily workflow is structured to prioritize your concerns and deliver reliable results.
New tickets are immediately reviewed by our team of experts. We don't rely on offshore teams or first-level support without in-depth product knowledge. You have direct access to the specialists who can truly resolve your issue.
We are convinced that a five-minute call is more effective than five days of emailing. If we see that a question can't be answered simply, we pick up the phone. This personal approach is the foundation of our high success rate and customer satisfaction.
A significant portion of our tickets is marked as "Waiting for Customer." This highlights our speed—we often deliver the solution before you even have a chance to review it. Our team is driven to deliver results, ensuring your operations are never stalled by unresolved requests.
Your Partner for Progress
Our ticketing system is more than just a support tool—it's a reflection of our commitment to you. We see ourselves as an extension of your team: a reliable partner who clears obstacles so you can focus on what matters most. With us, you get support defined by clarity, expertise, and a genuine dedication to your success. We don't just promise results—we deliver the transparency that proves it, every single day.
- Built on proven JIRA platform
- Direct access to expert specialists
- Proactive communication approach
- Clear timelines and commitments
- Focus on actual problem resolution
- Personal portal for complete transparency
