Technical Support for Litigation Systems and Internal Tools
Your Engineering team (e.g., litigation support, internal development) delivers crucial technical assistance. Technical roadblocks cost billable hours. OneDesk helps you log, prioritize, and resolve all internal and client support requests quickly.
Trusted by Law Firm teams around the world
Stop Losing Litigation Support Requests
Consultants or paralegals need fast answers to e-discovery tool issues or internal system problems. These often arrive via call, text, or a random email. OneDesk centralizes all support channels—email, chat, and portal. It automatically organizes tickets based on case or severity. This lets your team focus on resolution, not searching for the request.
Prove Response Times for Critical Case Deadlines
Case deadlines are tight, and delays from support can risk the entire case. OneDesk lets you set up Service Level Agreements (SLAs) for critical litigation support. Ensure every urgent e-discovery or technical issue is handled promptly. Quick resolution keeps cases on track and client costs controlled.
Case-Linked Technical Ticketing
Manage all reported technical issues with a powerful ticketing system. Connect a support email to auto-create tickets for on-site issues. Set up SLAs to ensure rapid response for a critical case deadline. Use custom views to filter tickets by case, like "Client X Litigation Support" or "Internal Tool Bug Fix."
Automated Triage by Case and Severity
Automation handles the initial triage, saving lead engineers time. Automatically route any ticket mentioning a specific "Case File Number" to that Partner's support team. Instantly assign severity (Critical, High, Medium) based on keywords in the ticket. Use automation to notify the Lead Engineer if a critical issue remains unassigned for over 15 minutes.
Simple RFI and Issue Submission for Staff
Internal case teams need a simple way to report issues and check status. Offer a dedicated portal for staff to log technical problems or software issues. Use the knowledge base to host technical standards and common troubleshooting guides. This empowers users to solve basic problems themselves, reducing ticket volume.
AI Summarizes Field Reports and Issue Logs
Complex system issues require fast analysis of detailed reports. OneDesk's AI can summarize long system logs or detailed reports pasted into tickets. The AI can help suggest potential causes based on common technical failures. This acts as a technical assistant, saving your engineering time on initial diagnosis.
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FAQ
OneDesk has affordable pricing based on your product, plan, and number of user licenses.
See our pricing page for full details.
OneDesk is available both in the cloud and on-premise. Pricing for OneDesk On-Premise is the same as for our Cloud Enterprise plan, but is only available for annual or longer-term subscriptions. To evaluate OneDesk, please sign up for a 14-day free trial of our cloud software. If after evaluation of the software, you would like to purchase on-premise licenses, please Submit a Request we will send you an invoice for the number of users you require.
Of course! You can visit our feature index page for a full list of features. To compare product or plan features see our feature comparison page.
You can ask our AI agent questions via the live chat or knowledgebase in our widget. A human agent is also available to chat during business hours.
We also offer other support options including booking a live demo or submitting an email or ticket.
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See for yourself how OneDesk can help your team.
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