The Bitrix24 HelpDesk module was designed to meet the needs of Customer Service departments.
HelpDesk module can be used by Telecom, IT, and any other industry that is experiencing a large number of requests and should solve problems as soon as possible.
Our HelpDesk module has the next features:
- Make a new ticket creation in one screen (instead of 3 step wizard);
- A ticket can be assigned to a single user, multiple users or to a whole Department (email will be sent to all dep users);
- A ticket can be edited or deleted prior to being assigned only;
- An assigned ticket can be reassigned to a next user/department;
- Unsolved ticket hourly reminders during working hours;
- Change ticket status to "Solved" by Responsible and an email notification is sent to an Author to close the ticket;
- Dedicated "Customer Care" group has the ability to see and close the tickets;
- Date Overdue can be set by the Author of the ticket;
- Several ticket templates can be adapted for your needs;
- Dashboard with ticket statistics is available (Total, Overdue, High priority tickets);
- Ticket table with a filter;
- Email templates for the New, Reminder and Solved tickets;
- Export filtered tickets to Excel;
- Detailed Log entries;
- Active Directory user/department sync;
* Your website with the embedded form can be a source of tickets.
** Ticket status check webform can be added to your website.
*** SMS notifications can be added to inform client/staff on the ticket status.
Ticket table with a Filter
Bitrix24 HelpDesk Flowchart
Please contact our firstname.lastname@example.org
to book a demo and get an installation quote. The module can be installed on any self-hosted edition.