Bitrix24 Community

Case management in the future?, Bitrix evolution...

Migra S.E. srl User Posts: 5 Joined: 09/11/2013	#1 10/14/2013 18:26:33 Hi. Is any "case management" ( or ticketing system) module planned for the future?

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#2 10/15/2013 09:52:05 Hi Migra, Ticketing system is available in ourBitrix self-hosted version. For news update and feedback on Bitrix24 we also invite you to follow our Facebook page and Twitter. Regards, Yana.

Migra S.E. srl

User

Posts: 5 Joined: 09/11/2013

10/15/2013 11:34:15

So no ticketing system is planned for Cloud version, neither soon, neither later.... Is it?

I think it's the only missing module in Bitrix Cloud, and this "vacance" could force to opt for other Cloud applications, even if they are not so good as Bitrix in other modules. We also need it and we've to understand if, for our needs, it's better to have an integrated CRM+Ticket/Support system or keep a CRM (like Bitrix....) and register another dedicated Cloud Saas Ticketing Service....

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#4 10/15/2013 13:22:44 Dear Migra, Thank you for the positive feedback on Bitrix24 major options. We do pay attention to our clients needs and wishes. Our Developent department has already received this feature suggestion. If we see enough demand, ticketing system will be added to the cloud version of Bitrix24 next Spring Kind regards, Yana.

Tamara Trammell User Posts: 2 Joined: 02/09/2014	#5 02/09/2014 23:31:36 Hi, I also think a ticketing system would be a very useful feture or some type of form submission.

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#6 02/10/2014 11:19:26 Hi Tamara, Thanks for the suggestion, I've upvoted this feature with your request. Kind Regards, Yana.

B24_699155 User Posts: 1 Joined: 07/08/2014	#7 07/08/2014 21:18:33 Hi All, I think ticket support system is very useful, please add in. Best regards,

Lize de Wet User Posts: 2 Joined: 04/23/2015	#8 04/23/2015 14:43:19 Hi There, Any news yet on the ticketing system for the Cloud version? We would very much like to see that option soon. Thank you

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#9 04/23/2015 17:44:32 Hi Lize! We don't plan to add Helpdesk module to the Cloud version in this release, not sure about the next ones. Best, Yana.

Rory Parkinson

User

Posts: 3 Joined: 04/27/2015

#10

04/29/2015 09:32:21

Hi Yana,

I just wanted to add another vote to a ticketing system. I agree with the others, it's the only missing feature but will result in some customers having to choose another option. XXX have just included it in their project management software along with a chat app that runs along similar lines to Slack. Again two great features. However, appreciate there are already many useful modules built into Bitrix24. Thanks for all the hard work!

Rory

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#11 04/29/2015 12:17:22 Thanks for your vote Rory! Best, Yana.

Selim Besimzade User Posts: 1 Joined: 04/30/2015	#12 04/30/2015 14:10:40 A customer engagement system without a case management functionality is not CRM for shure !

Arthur Falconer User Posts: 9 Joined: 04/27/2015	#13 05/04/2015 12:15:03 Can I add my vote for a support ticket system, I misread the info and thought the ticket system was in all versions

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#14 05/05/2015 16:16:18 Hi Arthur! Sure, thanks. Best, Yana.

Barry Higgott User Posts: 1 Joined: 05/07/2015	#15 05/07/2015 23:33:12 Hi, I have been looking for an intranet solution with Tech Support that is cloud based. Any ideas if this will be added soon? Thanks Barry

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#16 05/08/2015 16:46:38 Hi Barry! Not in our short0term plans as for today. Best, Yana.

Mitchell Brown

User

Posts: 1 Joined: 05/22/2015

#17

05/22/2015 22:47:39

This has almost everything I need except for...

"Bitrix24 comes with over 35 tools, including

If you could actually add those functionalities to the cloud base version your market share would increase greatly. I set up an account hoping i could use that, but without that functionality I'll need to look elsewhere for a lesser CRM, and I think the comments above show that people like your product and would use it if it was more full featured.

Yana Prokopets

Administrator

Posts: 4246 Joined: 09/20/2013

#18

05/25/2015 12:02:46

Hi Mitchell!

Ticketing and helpdesk - available in Bitrix24 self-hosted version

Chau Ba User Posts: 5 Joined: 07/28/2015	#19 08/03/2015 06:21:20 Really need ticket system on cloud version and more enterprise will come over need for that

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#20 08/03/2015 14:12:28 Hi Chau! Thanks for your comment, we'll take it into account! Best, Yana.

Chau Ba User Posts: 5 Joined: 07/28/2015	#21 08/03/2015 17:56:00 Sound great im really waiting for that coming

Thomas Davis User Posts: 1 Joined: 09/17/2015	#22 09/17/2015 18:00:13 I'd also like to cast a vote for a help desk feature. It is the only element that we are currently missing and we don't have the resources to manage a self hosted version. Thank you!

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#23 09/17/2015 18:24:48 Hi Thomas! Thanks for your vote! We don't have short term plans to add this option to the cloud as it demands considerable amount of dev work, but there is still a chance we may come back to this later. Best, Yana.

ANDRÉ PEDRO BOM

User

Posts: 1 Joined: 11/25/2015

#24

11/25/2015 13:19:58

Hi Yana,

I'd like to add my vote for a support ticket system to the cloud version.

I've found that you have a feature comparison sheet against your competitor "Using Bitrix24 as free Zoho alternative". Well, Zoho has a strong support ticket system, even for the free version, and, once it is an important feature for a client of mine (I'm a business consultant), I am now struggling to decide what to recommend, Bitrix vs Zoho or any composition of both.

Anyway, the lack of a support ticket system are pushing me to look for alternatives. I think that this situation may happens more than you can figure out from the requests of the actual and potential clients. Many potential clients will not ask you for clarification or wait for a solution and will simply continue to look for an adequate solution.

After having such a good and complete solution, Betrix24 as it already is, I think it is not a good move do not add the support ticket system to the cloud version. You are saying to potential clients to continue to look for alternatives, and having it in the self-hosted version is not enough because who is looking for a cloud solution will not change to a self-hosted just for that.

Best,

André.

Yana Prokopets

Administrator

Posts: 4246 Joined: 09/20/2013

#25

11/25/2015 13:49:21

Hi ANDRÉ!

Thanks for your feedback & argumentation. Sure, we understand that the cloud oriented clients may not change their minds for the self-hosted solution just because this module is not provided in the cloud. I can't say we have this module development planned for the cloud yet, but we defenitely may be looking forward it's implementation in future. I will be able to advise more on this topic in the Q2 2016.

Thank you.

Best,

Yana.

Sergio Sardo User Posts: 25 Joined: 09/22/2013	#26 11/25/2015 14:27:25 +1

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#27 11/25/2015 15:10:15 Thanks for your vote Sergio! Best, Yana.

Predrag Stajic User Posts: 1 Joined: 08/18/2015	#28 12/16/2015 10:52:43 Dear Yana, Give my vote for ticketing system in cloud version. We are system integrator company and we are dealing with Call centers. Ticketing system in cloud version will give us possibility to consider Bitrix as solution for our clients.

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#29 12/16/2015 13:24:09 Hi Predrag, Thank you for the vote, we'll take it into account. Best, Yana.

Alan Pham User Posts: 1 Joined: 01/06/2016	#30 01/06/2016 12:24:16 It's been a year since this thread was started. Are you able to tell us if you're planning to implement a case management/ticketing system or is this just not possible? Thanks. Regards, Alan

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#31 01/11/2016 11:52:30 Hi Alan, We didn't plan to develop the Helpdesk module for the cloud, but we may consider it for future updates in case we see enough demand. Thank you. Best, Yana.

Sam Garcia User Posts: 1 Joined: 01/22/2016	#32 01/22/2016 11:40:29 This is really important to a lot of people, this is the only item I would really need in a CRM that is currently not in Bitrix. I look forward to having this released.

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#33 01/22/2016 16:04:14 Hi Sam! Thanks for your vote on the Helpdesk in the Cloud. Best, Yana.

Sales Amit Sales Raghu User Posts: 2 Joined: 12/01/2015	#34 02/14/2016 21:34:33 Yana, Add my vote to include help desk in the cloud version. This is a very critical functionality for customer facing business. Edited: Sales Amit Sales Raghu - 02/14/2016 21:38:08

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#35 02/17/2016 17:25:23 Thanks for your vote Sales Amit Sales Raghu. Just to bring some light - we are not considering this option implementation at this very moment, but the topic is still open for votes, as we may come back to this suggestion in future. Thank you. Best, Yana.

Paul Fowkes User Posts: 1 Joined: 04/01/2016	#36 04/01/2016 14:29:32 Another vote from me too, this would be a really useful feature for us and the only thing I really see missing at the moment Paul

Horacio L. Mille User Posts: 1 Joined: 07/13/2015	#37 04/01/2016 18:24:50 Dear Yana, I also give my vote for ticketing system in the cloud version. We are a business consultancy partner company and we are dealing with some client projects that may be benefited of this ticketing feature, this will give us more elements in order to greatly recommend your system to be considered as a solution for them. Any updates for this 2016 Q2? Best,

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#38 04/04/2016 15:31:51 Hi Paul & Horacio! Thanks for your votes! No plans at this moment. Best, Yana.

B24_4691285 User Posts: 2 Joined: 01/24/2016	#39 06/16/2016 10:50:55 +1 here, it is the only feature I am waiting for so taht we will migrate to a paid plan

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#40 06/16/2016 17:07:39 Thanks for your vote! Best, Yana.

Jacques Henning User Posts: 1 Joined: 06/20/2016	#41 06/20/2016 14:10:11 And another vote We require "internal" ticketing and help-desk for our cloud instance. Kind Regards

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#42 06/20/2016 15:01:02 Hi Jacques, Thanks for your vote. Best, Yana.

Mahmoud Elsaid User Posts: 6 Joined: 01/12/2015	#43 08/09/2016 15:03:36 Add our vote to this. We desperately need it on Cloud Standard

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#44 08/12/2016 14:25:55 Hi Mahmoud, Helpdesk is not scheduled for the cloud yet, but thanks for your vote! Best, Yana.

Hazem Amer User Posts: 1 Joined: 08/29/2016	#45 08/29/2016 17:35:40 We have recently launched a cloud based case management/ticketing system . We are interested to explore the opportunity to partner with Bitrix24 to have our solution available to Bitrix24 accounts. Please have a responsible person from Bitrix24 to contact us to discuss more. Thank you.

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#46 08/31/2016 16:06:11 Hi Hazem! Please refer to our partner page here, you can submit your partner application there. We also have REST API available. Best, Yana.

Alvin Sim User Posts: 9 Joined: 02/15/2017	#47 04/17/2017 07:40:12 +1 for this!

Yana Prokopets Administrator Posts: 4246 Joined: 09/20/2013	#48 04/17/2017 09:18:48 Thanks for the vote, Alvin! Best, Yana.

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