Making legal service delivery streamlined not only ensures adherence to service level agreements but avoids legal conflicts. Legal teams are involved in a plethora of time-sensitive tasks like mergers and acquisitions, general corporate commercial advisory, compliance, employment laws, litigation, data privacy, trademarks, patents, open-source licenses, vendor agreements, terms of service, takedown requests, contracts review and negotiation and administering corporate governance policies. 

In order to oversee a 360-degree view of the operations, Freshservice steps in as a game-changer. 

  1. Service request management with a unified catalog: 

If there’s one team that hates long email chains, it’s legal. With a pre-configured service catalog, legal queries to reviews that involve NDA, partnership, or vendor agreements, the service requests can be raised to track SLAs and oversee complete resolution. You can create custom fields and dynamic sections within each service item to ensure information prerequisites are met before an agent works on the ticket. 

  1. Automate the approval process with a workflow automator: 

Given the nature of the deliverables, legal teams not only operate on time-sensitive tasks but also require multiple approvals in place to fulfill the service request. Create custom workflows basis the event and set up conditions to automate an action for every service ticket with simple drag and drop. You can also manage complex approvals depending on the criticality of the ticket, by creating custom objects that can fetch relevant information to create crisp workflows. 

  1. Manage FAQs with a centralized information vault:

Constantly moving between your mailbox, cloud storage, and recalling past conversations is an unreasonable ask. A central portal with templates/instructions for updates and agents being able to use standard knowledge articles for responses makes it simpler. Create an extensive knowledge base to promote self-help as well as create standard templates and FAQs to minimize the volume of tickets. 

  1. Restrict confidential information to just your team: 

Define agents groups like legal review, sales support, PR support, etc, and automate ticket allocation basis the nature of the tickets to only the specified stakeholders using workflow automator. You can also create custom roles and ensure role-based access. 

To add an additional level of security, turn on restricted groups to prevent other agents groups as well as admins from viewing your sensitive information.

With the audit log, keep track of all the changes that are made in the admin section and view for a specific period of time where the changes have been made.


  1. Integration with Document management system: 

No team deals with attestations and signatures more than legal which makes it primary to integrate your service desk with a document management system. Freshservice’s out-of-the-box integration with DocuSign has helped customers bring down the number of steps to complete legal documents in alignment with the defined processes. Alternatively, you can also perform repetitive tasks using DocuSign orchestration app as a part of the workflow automator. 

  1. Improving legal service delivery efficiency: 

Auto-allocate tickets using workflow automators, set up custom SLAs, analyze agent workload within Freshservice. While assigning the right tickets to the right agent is one, ticket fulfillment can be done faster with canned responses and AI-powered service management. 

An agent often performs a series of tasks to resolve a ticket. With scenario automation, you can create automation for frequently occurring scenarios and define what the automation does when executed. The agent can also use email commands, canned responses, and team huddles within Freshservice to deliver quick and fast service. Click here for more help desk productivity tips that can come in handy. 

  1. Create legal-specific ticket properties using Business Rules: 

Customize the ticket fields for legal-specific tickets and ensure the display of only those fields to the agent. By adding fields that are specific to your group (Admin>Form Fields>Ticket Fields) and making them visible only when tickets or service requests meant for legal teams are created, with Business Rules for Forms, you can design a ticket details page view that is relevant to your team and declutters the form. 

  1. Custom dashboards and analytics: 

Every team has its own dynamics when it comes to viewing tickets and tracking results. Custom Dashboard will de-clutter the dashboard and only show data relevant to their role. The consolidated view of the data would help uncover critical insights and metrics that lead to better decision-making, improved productivity, and enhanced performance.

Leverage the capabilities of Freshservice to give your legal team a fresh breath of air. Read more and we are just a call away to help set up your instances!