Merging The CRM & Support Ticket System In On Premise Bitrix24

3 min read
Vlad Kovalskiy
June 16, 2015
Last updated: December 16, 2020
Merging The CRM & Support Ticket System In On Premise Bitrix24
MAKE Interactive, Bitrix Gold Partner, Netherlands.
For more information please contact

This customization is ONLY available in the on premise version of Bitrix24.

MAKE Interactive has updated the CRM-Helpdesk integration significantly. The solutions draws on several features of Bitrix24, and merges them into a smooth ticket experience with a much improved interface for both client and support staff. Bitrix24 features that are utilized in the solution are: CRM, ticket system, workgroups, tasks (especially Kanban statuses), email handling, activity stream, notifications and reporting.

The flow of ticket handling is simple. An incoming email that creates a ticket automatically results in a stream message in a designated Support workgroup as well as a task in that group. The message contains links to both the ticket and the task.

The task is assigned to the person responsible for the ticket, but all group members can see the task and, if appropriate, claim the ticket. After answering the ticket, the Kanban status of the task is se t to indicate that it has been answered. When the user sends an email to that ticket, the Kanban status will change (automatically) to indicate that the ticket is awaiting a response.


If a new ticket is from an existing CRM Contact, the ticket itself becomes visible in in the Ticket tab of that Contact. This tab provides search and sorting of tickets; tickets can be opened from here and answered.

Tasks reports can now be used to supplement the reporting included in the ticketing system.
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