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We are giving them their time back.","Compass",{"id":105,"label":106,"url":107,"description":108,"icon":109,"columnHeading":10,"isExternal":47},103,"Partner Program","\u002Fpartner-program","Offer supersupport.ai under your own brand.","Handshake",{"id":111,"label":112,"url":113,"description":114,"icon":115,"columnHeading":10,"isExternal":47},104,"Press","\u002Fpress","Press contact, facts and imagery.","Newspaper",{"id":75,"label":117,"url":30,"isExternal":47,"openInNewTab":47,"highlighted":47,"children":118},"Pricing",[],{"id":120,"documentId":121,"tagline":122,"productLinksHeading":123,"legalLinksHeading":124,"copyright":125,"madeInLabel":126,"companyLabel":127,"companyUrl":128,"createdAt":129,"updatedAt":130,"publishedAt":131,"locale":14,"links":132,"legalLinks":148,"socialLinks":157,"linkGroups":179},15,"twj232a901rjcvfab69lel64","AI-powered IT support: automated, secure, fast.","Product","Legal","© {year} supersupport.ai · All rights reserved","🇦🇹 Engineered in Austria","A 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Practices","best-practices","Practical guides for IT teams: which tier-1 tickets can be automated, how clean escalation works and where automation projects usually fail.",0,[219],{"id":220,"documentId":213,"locale":221,"slug":215},1,"de",{"id":24,"documentId":223,"name":224,"slug":225,"description":226,"sortOrder":217,"seo":10,"localizations":227},"daeexfxy2hlc2jz184jt5f1h","Insights & Trends","insights-and-trends","Numbers and analysis on IT support: what a ticket really costs, how level-1 work is changing and what AI in the helpdesk delivers today.",[228],{"id":229,"documentId":223,"locale":221,"slug":230},5,"insights-und-trends",{"id":232,"documentId":233,"name":234,"slug":235,"description":236,"sortOrder":217,"seo":10,"localizations":237},3,"tqo7twk191qknrs7tt4z4r9h","Product Updates","product-updates","What is new in supersupport.ai: agent, dashboard, integrations and security features, straight from the closed beta.",[238],{"id":4,"documentId":233,"locale":221,"slug":235},{"id":240,"documentId":241,"title":242,"slug":243,"excerpt":244,"content":245,"publishedDate":664,"readingTime":4,"featured":47,"aiDisclosure":21,"createdAt":665,"updatedAt":666,"publishedAt":667,"locale":14,"coverImage":668,"category":703,"tags":704,"localizations":705,"author":708,"seo":734},1201,"i8xp7tupvf4cx7ujz79er8yh","IT Support for Law Firms: What Really Comes Up Day to Day","it-support-law-firm","Law firm software unreachable, scan folder missing, certificate expired: what IT support for law firms really has to deliver – from real tickets.",[246,252,256,261,267,298,308,360,364,383,387,399,405,409,435,439,443,475,479,491,495,514,557,561,579,621,625,629,633,637,641,644,648,652,656,660],{"type":247,"children":248},"paragraph",[249],{"type":250,"text":251,"bold":21},"text","In a law firm, an unreachable server is not an IT problem. It is a deadline problem.",{"type":247,"children":253},[254],{"type":250,"text":255},"\"I can't get into the law firm software anymore. Neither at the firm nor via VPN. Please fix this quickly.\" That is how a real ticket reached an MSP – from a partner at a law firm. Law firms have the same IT problems as other offices, just with two differences: it often depends on deadlines, and everything is subject to confidentiality. Here is what really comes up day to day – from real tickets.",{"type":257,"level":25,"children":258},"heading",[259],{"type":250,"text":260},"Case 1: The law firm software is unreachable",{"type":247,"children":262},[263,265],{"type":250,"text":264,"bold":21},"The classic – and the most urgent.",{"type":250,"text":266}," In the real case, the partner could not get into the software either in the office or over VPN. That already narrows down the cause:",{"type":268,"format":269,"children":270},"list","unordered",[271,278,292],{"type":272,"children":273},"list-item",[274,276],{"type":250,"text":275,"bold":21},"If it does not work in the office or over VPN,",{"type":250,"text":277}," the VPN is rarely at fault; it is the server or the sign-in itself.",{"type":272,"children":279},[280,282,284,290],{"type":250,"text":281,"bold":21},"If it does not work only over VPN,",{"type":250,"text":283}," it is the VPN connection – see ",{"type":285,"url":286,"children":287},"link","\u002Fen\u002Fblog\u002Fvpn-authentication-failed",[288],{"type":250,"text":289},"VPN authentication failed",{"type":250,"text":291},".",{"type":272,"children":293},[294,296],{"type":250,"text":295,"bold":21},"If it does not work for one employee only,",{"type":250,"text":297}," it is their computer or account.",{"type":247,"children":299},[300,302,307],{"type":250,"text":301},"Whoever has the finding from the device – is the connection to the server up, is the service running, does an error message appear – saves the first round of follow-up questions. See ",{"type":285,"url":303,"children":304},"\u002Fen\u002Fblog\u002Fit-support-escalation-handover",[305],{"type":250,"text":306},"Escalation in IT support: what belongs in the handover ticket",{"type":250,"text":291},{"type":309,"image":310,"children":357},"image",{"id":311,"documentId":312,"name":313,"alternativeText":314,"caption":10,"width":315,"height":316,"formats":317,"hash":352,"ext":321,"mime":322,"size":353,"url":354,"previewUrl":10,"provider":355,"createdAt":356,"updatedAt":356},1815,"wukfanwdfbse55atkmbee5ez","it-support-kanzlei-glance-en.webp","IT Support for Law Firms: What Really Comes Up Day to Day – at a glance",1200,831,{"thumbnail":318,"large":328,"medium":336,"small":344},{"name":319,"hash":320,"ext":321,"mime":322,"path":10,"width":323,"height":324,"size":325,"sizeInBytes":326,"url":327},"thumbnail_it-support-kanzlei-glance-en.webp","thumbnail_it_support_kanzlei_glance_en_be5d3e000b",".webp","image\u002Fwebp",225,156,2.91,2906,"\u002Fuploads\u002Fthumbnail_it_support_kanzlei_glance_en_be5d3e000b.webp",{"name":329,"hash":330,"ext":321,"mime":322,"path":10,"width":331,"height":332,"size":333,"sizeInBytes":334,"url":335},"large_it-support-kanzlei-glance-en.webp","large_it_support_kanzlei_glance_en_be5d3e000b",1000,692,28.32,28320,"\u002Fuploads\u002Flarge_it_support_kanzlei_glance_en_be5d3e000b.webp",{"name":337,"hash":338,"ext":321,"mime":322,"path":10,"width":339,"height":340,"size":341,"sizeInBytes":342,"url":343},"medium_it-support-kanzlei-glance-en.webp","medium_it_support_kanzlei_glance_en_be5d3e000b",750,519,18.81,18814,"\u002Fuploads\u002Fmedium_it_support_kanzlei_glance_en_be5d3e000b.webp",{"name":345,"hash":346,"ext":321,"mime":322,"path":10,"width":347,"height":348,"size":349,"sizeInBytes":350,"url":351},"small_it-support-kanzlei-glance-en.webp","small_it_support_kanzlei_glance_en_be5d3e000b",500,346,10.46,10462,"\u002Fuploads\u002Fsmall_it_support_kanzlei_glance_en_be5d3e000b.webp","it_support_kanzlei_glance_en_be5d3e000b",36.99,"\u002Fuploads\u002Fit_support_kanzlei_glance_en_be5d3e000b.webp","local","2026-10-11T06:44:24.505Z",[358],{"type":250,"text":359},"",{"type":257,"level":25,"children":361},[362],{"type":250,"text":363},"Case 2: The scan folder is missing",{"type":247,"children":365},[366,368,370,375,377,382],{"type":250,"text":367,"bold":21},"\"Everyone in the firm should have access to the scan folder.\"",{"type":250,"text":369}," Also a real ticket. According to the technician, the permission had been set – if the folder still does not show up in File Explorer, often only the shortcut to OneDrive is missing. See ",{"type":285,"url":371,"children":372},"\u002Fen\u002Fblog\u002Fshow-sharepoint-folder-in-file-explorer",[373],{"type":250,"text":374},"Show SharePoint folders in File Explorer",{"type":250,"text":376},". How scanners send directly to email or folders is described in ",{"type":285,"url":378,"children":379},"\u002Fen\u002Fblog\u002Fscan-to-email-microsoft-365",[380],{"type":250,"text":381},"Scan to email with Microsoft 365",{"type":250,"text":291},{"type":257,"level":25,"children":384},[385],{"type":250,"text":386},"Case 3: The certificate is not trusted",{"type":247,"children":388},[389,391,393,398],{"type":250,"text":390,"bold":21},"Signature, electronic legal communication, law firm software – everything depends on certificates.",{"type":250,"text":392}," If one expires or an intermediate certificate is missing, the software reports \"not trusted\". That happens exactly when a court filing has to go out. See ",{"type":285,"url":394,"children":395},"\u002Fen\u002Fblog\u002Fsignature-certificate-not-trusted",[396],{"type":250,"text":397},"Signature certificate not trusted",{"type":250,"text":291},{"type":247,"children":400},[401,403],{"type":250,"text":402,"bold":21},"Tip:",{"type":250,"text":404}," Put the expiry dates of all certificates in a list with a reminder four weeks ahead.",{"type":257,"level":25,"children":406},[407],{"type":250,"text":408},"Case 4: Emails that do not arrive – or arrive too well",{"type":268,"format":269,"children":410},[411,423],{"type":272,"children":412},[413,415,417,422],{"type":250,"text":414,"bold":21},"Emails end up in quarantine",{"type":250,"text":416}," and have to be released – see ",{"type":285,"url":418,"children":419},"\u002Fen\u002Fblog\u002Fmicrosoft-365-quarantine-release-email",[420],{"type":250,"text":421},"Microsoft 365: release a quarantined email",{"type":250,"text":291},{"type":272,"children":424},[425,427,429,434],{"type":250,"text":426,"bold":21},"Fake invoices and account changes",{"type":250,"text":428}," target law firms too, especially where client funds are involved – see ",{"type":285,"url":430,"children":431},"\u002Fen\u002Fblog\u002Finvoice-fraud-ceo-fraud",[432],{"type":250,"text":433},"Invoice fraud and CEO fraud",{"type":250,"text":291},{"type":257,"level":25,"children":436},[437],{"type":250,"text":438},"What is different in law firms?",{"type":247,"children":440},[441],{"type":250,"text":442,"bold":21},"Confidentiality and deadlines.",{"type":268,"format":269,"children":444},[445,451,457,463,469],{"type":272,"children":446},[447,449],{"type":250,"text":448,"bold":21},"Confidentiality",{"type":250,"text":450}," – Support must not look into case files, court filings or client mail unless that has been regulated",{"type":272,"children":452},[453,455],{"type":250,"text":454,"bold":21},"Deadlines",{"type":250,"text":456}," – An outage the day before a deadline is an emergency – mark urgency clearly in the ticket",{"type":272,"children":458},[459,461],{"type":250,"text":460,"bold":21},"Law firm software",{"type":250,"text":462}," – Industry software that general support often does not know",{"type":272,"children":464},[465,467],{"type":250,"text":466,"bold":21},"Certificates",{"type":250,"text":468}," – Signature and electronic legal communication depend on valid certificates",{"type":272,"children":470},[471,473],{"type":250,"text":472,"bold":21},"Home office",{"type":250,"text":474}," – VPN and access to the law firm software from outside",{"type":257,"level":25,"children":476},[477],{"type":250,"text":478},"How do you support law firm software that nobody knows?",{"type":247,"children":480},[481,483,485,490],{"type":250,"text":482,"bold":21},"With a defined process.",{"type":250,"text":484}," Which services does the software need, where is the database, which ports, which known errors, and what helps? You write that down once – as a runbook that technicians or an agent work through step by step on the device. See ",{"type":285,"url":486,"children":487},"\u002Fen\u002Fblog\u002Frunbook-it-support-line-of-business-software",[488],{"type":250,"text":489},"Runbooks in IT support",{"type":250,"text":291},{"type":257,"level":25,"children":492},[493],{"type":250,"text":494},"May an AI agent be used in a law firm?",{"type":247,"children":496},[497,499,501,506,508,513],{"type":250,"text":498,"bold":21},"That depends on what it sees.",{"type":250,"text":500}," An agent that checks technical data on the device – services, connections, storage, printers – and whose access IT limits through a permission profile has to be assessed differently from a chatbot that is shown court filings. The legal review comes before introduction – see ",{"type":285,"url":502,"children":503},"\u002Fen\u002Fblog\u002Fgdpr-ai-support",[504],{"type":250,"text":505},"GDPR and AI in support",{"type":250,"text":507},". 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