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04 Sep Bitrix24 Helpdesk Module: Tickets in CRM
What is Bitrix24?
It’s a collaboration suite of over 35 different tools, ranging from communication tools like internal chats or voice calls to a fully functioning CRM that comes with automation rules and business processes. Bitrix24 is an ever-growing software with over 12 million customers worldwide.
Bitrix24 Helpdesk Module:
With the Bitrix24 Helpdesk module, you can easily create tickets in a number of ways: email submission, web form submission and manual entry by your support team. Ticketing system makes it incredibly easy for you to get started with the Helpdesk module and start managing your support requests in no time. Once a ticket is created, you can manage it through a customizable support workflow. This means that you can create the workflow to suit your specific business needs.
Another great feature of the Bitrix24 Helpdesk module is that it allows you to automate support communications to your clients. This saves significant amounts of time for your support team and ensures that your clients are always kept up-to-date with the status of their requests.
In addition, the two-way integration between the helpdesk module and the Bitrix24 CRM allows you to view all of the helpdesk tickets on the client’s page, making it easy to keep track of all your clients’ requests in one place.
How create a ticket in Bitrix24?
- First of all, we can create tickets via email submission to a particular mailbox.
So we can integrate your mailboxes and then have those emails automatically create a new ticket inside the Helpdesk module. When your client sends an email to specific support email address, CRM will create the ticket inside the helpdesk system. It’s brought through all of the information from the email subject, and the body of the email, and it has automatically connected the client from the CRM system. Your support team will then be able to work on those new tickets automatically.
- The second way to create a ticket is via a web form submission.
We can build forms inside Bitrix, and those forms could be embedded onto a web page, for example. Here we have a web form where we can fill in the information about the issue. With web forms, we can set up conditional fields. For instance, if I choose “technical issue,” I then need to input the technical problem. You can customize this form to your specific requirements. After filling in the information and submitting it, we can see the ticket has now come in the CRM. The details about that request have come into the system too.
Ticket Management in Bitrix24:
If we open up the ticket page, we can see it’s brought through all the information from the form, brought through the client details, and now we’ve had some automations take place to thank the client for their ticket. We can now start working on that ticket inside and see all of that data inside the ticket. So you have all of your activity history saved inside the ticket.
You can view all helpdesk tickets directly on the client’s CRM page. If you go into one of our contacts inside the CRM, inside the contact’s page, you can see here our helpdesk tickets area. And what you can do is you can automatically go into any of those tickets directly through the customer’s page.