Grid IT chose Deepser to support the company’s growth and overcome a way of managing requests still too dependent on personal email. With the platform, client reports arrive in a shared space. The team gets involved more quickly and every activity leaves a consultable trace.
The challenge
Grid IT grew from a very lean setup to a larger team, with a higher volume of requests. Reports came in through several channels and, over time, email had become the main collection point.
This approach began to show its limits when many requests started arriving directly in the team’s personal inboxes. The risk was that a client would be left waiting even when a technician on the team was already available to step in.
Managing everything by email made it harder to distribute tasks, track the status of requests, and give the team a clear view of the work to be done. At the same time, the company’s growth called for a more organized way to set priorities and reduce the dependence on individual people.
Before choosing Deepser, Grid IT tried a free system installed in-house for a while. That experience helped the company better understand its own needs, but it also revealed significant limits. There was no support, and it was difficult to handle maintenance or adapt the platform to operational needs.
The solution
Grid IT was looking for a partner close to its way of working, able to support a growing company even in defining its internal workflows. That is why it chose Deepser.
The platform was initially introduced to manage support requests through ticketing. Operational communications were moved from the personal inbox to a shared environment, so the team began receiving reports more directly and working with a clearer view of open activities.
Ticketing made it possible to involve technicians more quickly and to reduce the burden of handling everything manually by email. Each request can be followed from intake to closure, with a history that is useful for reconstructing the work done and checking how each report was handled.
As usage evolved, Grid IT extended Deepser to other areas as well. The platform is used for CRM and CMDB. The internal chat supports quick communication between colleagues, while the Knowledge Base helps technicians consult general procedures and specific information about individual clients.
The client portal has also taken on an increasingly important role. As new clients came on board, Grid IT chose to steer them toward the portal from the very start, creating more orderly working habits from the beginning of the collaboration.
After a short time we said to ourselves: ‘never again without Deepser’. With the platform, requests arrive in a shared environment, the team immediately knows what to do, and client management is more organized and traceable.
Davide Garau, Manager Grid IT
Results and impact
Introducing Deepser produced a visible change within the first months of use. Personal inboxes emptied of operational communications and requests began arriving in a space accessible to the whole team.
This improved how work was distributed and made technicians more autonomous. When a team member opens Deepser, they can immediately see which activities to follow and get started without waiting for constant instructions.
One of the most significant benefits concerns traceability. Every ticket keeps the history of the request, the responses, and the work carried out. This lets Grid IT reconstruct precisely how a problem was handled and respond with greater clarity in case of doubts or disputes from clients.
The relationship with clients has also benefited. Through tickets, Grid IT can capture both urgent issues and those reports that risk being left pending when they are mentioned verbally during on-site visits. This way, every request enters a visible path and can be handled in a more orderly manner.
For the technical team, Deepser has also helped better manage the informal requests received directly at client sites. Inviting users to open a ticket makes it possible to clarify priorities, involve the right people, and reduce the interruptions that make work harder during interventions.
The platform also supports Grid IT’s growth from an organizational standpoint. Licenses have increased along with the team, and more people use Deepser regularly to follow requests, activities, and operational information.
About Grid IT
Grid IT supports companies in the day-to-day management of their technologies, offering IT assistance and operational support services. As its team and client base grew, the company chose Deepser to bring more order to request management and give technicians a single space in which to follow their work.
