Ticketing system
Definition and Purpose of a Ticketing System
A ticketing system is a software solution used to record, manage, and track requests, tasks, or issues (known as “tickets”). Originally deployed in the IT industry for handling service requests, ticketing systems are now utilized in many other organizational structures. In a law firm environment, ticketing systems are primarily used to optimize internal and external communication, service, and work processes. The main goal is to ensure structured and transparent handling of matters.
Role in Law Firm Work Organization
Typical Areas of Application
In law firms, ticketing systems are frequently used in the following areas:
- Service requests: Management and assignment of internal and client inquiries.
- IT support and technology: Handling technical faults or requirements.
- Administrative tasks: Assignment, handling, and scheduling of recurring activities (e.g., deadline monitoring, file management).
- Project management: Structuring and tracking internal firm projects or working groups.
Functions and Methods
A ticketing system offers various functions:
- Ticket creation: Each process is recorded as a ticket (e.g., inquiry, problem).
- Assignment and prioritization: Tickets are assigned to specific individuals or teams and categorized by their urgency.
- Status tracking: The current processing status (e.g., open, in progress, completed) is always traceable.
- Communication: Follow-up questions or clarifications can be documented within the ticket.
- Documentation: All work steps and results are centrally stored.
- Analysis: Reporting features allow analysis of ticket processing and help identify optimization potential.
Framework Conditions and Standards
Technical Prerequisites
The following technical aspects are relevant for using a ticketing system in a law firm:
- Access options: The software is either installed locally or provided as a web-based solution (cloud solution).
- Data protection: Storing and processing sensitive information require compliance with data protection regulations.
- Interfaces: Integration with other law firm software or email systems can increase efficiency.
- User management: Allocation of access rights according to task distribution within the team.
Organizational Processes
Orderly work with a ticketing system requires standardized processes, including:
- Ticket creation and categorization: Guidelines for recording and classifying new matters.
- Processing guidelines: Definition of responsibilities, response times, and escalation procedures.
- Quality assurance: Regular review and monitoring of open tickets.
Impacts on Collaboration, Efficiency, and Communication
The use of a ticketing system has a positive effect on collaboration in a law firm in several ways:
- Transparency: Statuses of work are accessible to all parties at any time.
- Accountability: Clear task assignments promote reliability.
- Traceability: Documentation makes it easier to later track individual work steps.
- Time savings: Automated notifications and structured processes reduce processing times.
- Error minimization: Centralized information reduces the risk of misunderstandings or duplication.
Opportunities and Challenges in Practical Application
Ticketing systems offer numerous advantages but also entail challenges:
Opportunities
- Scalability: Even increasing volumes of work can be handled in a structured way.
- Continuity: Substitutions and handovers are made easier, as the processing status can always be tracked.
- Optimization: Use of analysis functions for continuous process improvement.
Challenges
- Acceptance: Implementing a new system requires all parties to be willing to change.
- Training requirements: Familiarization with the system’s functions is necessary.
- Adaptation to law firm processes: The system must be tailored as closely as possible to the workflows to maximize benefits.
Practical Examples of Use in Everyday Firm Life
- Client inquiries: Complex inquiries are logged as tickets, prioritized, and assigned to the responsible team members. Progress and communications remain centrally documented.
- IT incident: Technical issues such as access difficulties or printer failures are reported in the system. IT managers immediately see the open tickets and handle them according to urgency.
- Deadline management: Tasks with deadlines are created as tickets with automated reminders. After completion, documentation is done directly in the system.
- HR management: Leave requests or changes to personal data are submitted digitally and processed according to established workflows.
Frequently Asked Questions (FAQ)
What is the difference between a ticketing system and email communication? A ticketing system structures requests and work processes, whereas email communication can make individual cases difficult to oversee. Tickets also offer the ability to track status and assign responsibilities.Who has access to the tickets? Access rights are assigned individually. This way, sensitive information can be protected and responsibilities clearly defined.How long does it take to get familiar with a ticketing system? The familiarization period depends on the system and existing IT knowledge. Many solutions are intuitive to use; a brief training is usually sufficient for getting started.Is a ticketing system also suitable for small law firms? Smaller law firms also benefit from the structured filing, transparency, and process security of a ticketing system, especially in growing or changing teams.What happens if a ticket is accidentally assigned incorrectly? Ticketing systems generally allow quick correction of assignments. The ticket can be forwarded to the correct person or group without any loss of information.
This article provides a concise overview of ticketing systems and serves as a guide for anyone wanting to learn more about modern organizational methods in everyday firm life.
Frequently Asked Questions
When is the use of a ticketing system legally permissible in a company?
The introduction and use of a ticketing system in companies is generally legally permissible, but is subject to various requirements. In particular, data protection requirements under the General Data Protection Regulation (GDPR) must be observed. It is necessary to define a legal basis for processing personal data within the framework of the ticketing system; this can be done, for example, through the fulfillment of a contract (Art. 6(1)(b) GDPR), to comply with legal obligations (Art. 6(1)(c) GDPR), or based on legitimate interests (Art. 6(1)(f) GDPR). In addition, careful documentation is required, specifying which processes are recorded in the system and which data categories are affected. Operationally, a works agreement with the works council should also be concluded, if available, since performance and conduct monitoring are regularly possible.
What data protection obligations must a company observe when operating a ticketing system?
When operating a ticketing system, companies must observe numerous data protection obligations. This includes, in particular, the fulfillment of information obligations under Art. 13 and 14 GDPR. Data subjects, such as employees or customers, must be transparently informed about the scope, purpose, and duration of data processing. Furthermore, the system must be designed both technically and organizationally to ensure data security and prevent unauthorized access (Art. 32 GDPR). It must also be ensured that only those persons required for the specific task have access to the respective tickets and data (principle of purpose limitation and data minimization). When engaging external service providers as processors, a corresponding contract must be concluded pursuant to Art. 28 GDPR.
What co-determination rights does the works council have when a ticketing system is introduced?
The introduction of a ticketing system is generally subject to the co-determination rights of the works council under § 87 (1) No. 6 Works Constitution Act (BetrVG). The reason is that the ticketing system is regularly used to monitor or trace the behavior or performance of employees, for example, in support requests, processing times, or task management. On this basis, negotiations with the works council must commence in good time and a works agreement concluded, specifying, among other things, the rules regarding data collection, analysis, inspection, retention periods, and deletion, as well as the rights of employees. Implementation without the works council’s consent is regularly not permitted.
What are the main retention and deletion periods for data stored in the ticketing system?
Retention and deletion periods depend on the respective type of tickets stored and the data they contain. As a general rule, according to Art. 5(1)(e) GDPR, data minimization and storage limitation principles apply: personal data may be stored only as long as necessary for the purpose. After the expiry of statutory retention periods (e.g., commercial and tax law requirements, usually 6 to 10 years), the data must be deleted. For purely internal communications data not subject to legal retention requirements, regular review and deletion are recommended as soon as the processing purpose is fulfilled. Companies should maintain documented deletion concepts to withstand audits.
What legal risks exist when using a ticketing system provided by external service providers (cloud, SaaS)?
When using external ticketing systems, particularly cloud or SaaS solutions, specific legal risks arise, especially with regard to data protection. If the provider acts as a processor, a contract must be concluded under Art. 28 GDPR, and it must be ensured that data is processed exclusively within the EU or EEA, or – in the case of transfers to third countries – that appropriate safeguards under Chapter V GDPR exist, such as an adequacy decision or standard contractual clauses. In the event of a data protection breach, the company as the controller is primarily liable. Similar risks exist if the ticketing system is not sufficiently protected against unauthorized access or the provider is based in an insecure third country.
Do data subjects need to be informed about the use of a ticketing system, and if so, how?
Yes, the information obligation towards data subjects – which includes both internal users and external clients – results from Art. 13 and 14 GDPR. Information must be provided transparently, comprehensibly, and in an easily accessible manner. Specifically to be provided are: the name and contact details of the controller, purpose(s) and legal basis for data processing, recipients of the data, any transfers to third countries, duration of storage, rights of the data subjects (e.g., access, rectification, deletion, objection), as well as the existence of automated decision-making, if applicable. Ideally, this information should be provided when the data is collected, but at the latest upon initial use of the system, for example via a privacy statement on the support page or an appropriate information sheet.