What is Legal Ticketing / Legal Help Desk?

When companies grow, this brings with it many challenges. Resources need to be used optimally, there needs to be better networking between employees and departments, and processes require optimization and automation. This applies to all departments: from accounting to the legal department.

The larger companies become, the more difficult it is to manage internal and external requests. Ticketing systems, for example for IT or customer support, offer themselves as a solution here. Once a task has been recorded by ticketing software, it can no longer be forgotten.

Due to the Corona pandemic, an additional requirement has been added: both inquirers from within the company as well as employees from the legal department and external law firms work from their home offices for at least part of their working hours.

A ticketing system is always useful when the company receives many requests or when new sub-projects constantly need to be distributed to employees. These can be collected within a helpdesk system and processed and controlled from here.

With ShakeSpeare Legal, we primarily support legal departments from the healthcare, technology, food, finance, insurance, and banking industries to ensure the best service quality, security, and work efficiency.

In most companies, the legal department is contacted via email, phone, or chat. Often data is not recorded correctly or not at all and efficient work is not possible. The legal question is usually answered in an e-mail, phone call or document without being documented in an audit-proof manner. If the employee leaves the company, his or her work results have also disappeared. In the event of a legal dispute, no valid evidence can be produced.

With legal ticketing from a Workflow software, inquiries receive structure, are categorized, recorded and forwarded and processed along a digital workflow. No request falls by the wayside, is stored centrally and kept in an audit-proof manner.

The main functionalities of the software, such as editing a request, adding information and documents, distributing the ticket to the right person and tracking the ticket flow allow to keep an overview of the ticketing processes.

By capturing data, it is possible to create a data foundation to further develop the legal department and better position it digitally.

You would like to introduce a ticketing system that suits your company? Then contact us! We will be happy to advise you.

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handsome lawyer in eyeglasses using laptop at workplace

Requestors submit their requests via a structured form that is distributed via link or can be found on the firm’s intranet. These digital requests can receive messages and documents. A smart data query in the form guides the user to the correct data entry and can provide relevant info and answer questions in advance. Mandatory fields can avoid incomplete requests.

The queries thus have a much higher quality and structure, saving a lot of time in assignment and queries.

The inquiries now end up categorized and sorted in the legal department’s inboxes. The allocation is adjusted according to the structure of the legal department. From a division according to legal areas to group mail baskets and representative arrangements, everything has been thought through.

The inquiries can then be answered semi-automatically via the system. Here, for example, the ShakeSpeare email service and text configurator can help with processing.

If legal departments work with external law firms, they can also receive requests and download them through the system. Their work product can be saved by the external law firms directly to the request, without the need for a carryover.

The legal department takes a forwarding and reviewing role for such requests that go to external law firms and can easily review the work result itself and forward it to the requestor.

To summarize: ShakeSpeare Legal Ticketing is a secure system that enables the exchange of relevant documents as well as outsourcing by assigning them to external legal advisors or law firms. Software solutions, such as Legal Ticketing, are also used in government organizations and private companies where legal departments must provide legal reviews and advice to operational departments.

The use of Legal Ticketing in legal departments brings benefits in many ways. ShakeSpeare software is flexibly adaptable to business needs and therefore a strong solution for your organization. 

Here is an overview of how using ShakeSpeare Legal Ticketing will benefit you:

  • All requests and responses are audit-proof and centrally stored for liability cases.
  • This minimizes risks and, by the way, also applies to employees who leave the company. Regulations are complied with and, in addition, internal and external audit processes are facilitated.
  • Data on inquiries can be evaluated. How many inquiries were there in the last three months in labor law?
  • Resources can be better planned, and bottlenecks better identified.
  • Recurring inquiries can be answered semi-automatically (see last paragraph).
  • Requests can be automatically distributed to employees according to legal fields. Workflows become more structured and efficient.
  • Requests and responses do not get lost in e-mail inboxes.
  • Access is possible from anywhere. Employees are given maximum flexibility and can easily work in their home office or on the road.
  • The department head maintains a central overview of legal department KPIs with the help of the dashboard.
  • Save time internally in communication, task distribution and completion of tasks through the Legal Ticketing System.
Young confident lawyer with paper consulting her client or discussing document with colleague at meeting

One step further: The evolution to Digital Assistant / Self-Service /Smart FAQ

Once you have been using legal ticketing for a few months, you can start thinking about further development. You have advanced the digitalization of the legal department with its introduction and can now turn your attention to automation. Which parts you automate depends on the structure of the requests.

Possible further developments are digital assistants, self-services, or a Smart FAQ. All of these can be created with the ShakeSpeare configurator.

Here is an example for each of the advancements:

If, for example, you find that a large part of the requests to the legal department is the creation / review of an NDA or an employment contract, you can provide the requesters with a “Legal Self-Service”, where the user can create a previously legally reviewed NDA / employment contract themselves via data entry. The legal department has a one-time creation effort here, but in return users can later create as many NDA / employment contracts as they wish.

Smart FAQ

The same applies to recurring queries such as “Have I committed a data protection breach?” or “Does the service fall under bogus self-employment?”. For this, a Smart FAQ can be created, where the inquirer digitally answers questions that lead him to a partial result or give an indication of his legal problem without having to contact the legal department.

Digital assistant

A digital assistant is used where a process is always similar and repetitive. Do your company regularly open new locations, regularly check the registration of new trademarks or regularly negotiate with new distribution partners? All these processes can be digitized and automated.

Conclusion: with the use of a legal ticketing system, you drive digitization in the legal department. Due to the central audit-proof recording, no processes are lost, risks are minimized, and a data basis is created. Based on the data basis, you can make decisions about further development, improvement, and automation in the legal department.

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