Bitrix24: Forum

Andy Raybould User Posts: 5 Joined: 02/19/2014	#1 02/24/2014 15:20:00 Is it possible to add the helpdesk module to the free edition of bitrix24?

Yana Prokopets Administrator Posts: 4247 Joined: 09/20/2013	#2 02/24/2014 15:52:48 Hi Andy, Help desk is available only in self-hosted version of Bitrix24, if you're interested you can download a 30-days trial. Regards, Yana.

Andy Raybould User Posts: 5 Joined: 02/19/2014	#3 02/24/2014 16:12:34 OK....thanks for your reply. Unfortunately the self-hosted edition is too expensive for me to consider given my limited needs.

B24_637833 User Posts: 7 Joined: 06/23/2014	#4 06/23/2014 01:27:48 Any changes since question asked?

Ann Slyshkina Administrator Posts: 201 Joined: 04/27/2012	#5 06/23/2014 14:29:42 No changes. The Helpdesk functionality is still available only in the Self-hosted version of Bitrix24. There is no option for adding the Helpdesk tool to Bitrix24 Cloud.

Dimas V User Posts: 1 Joined: 01/15/2015	#6 01/16/2015 00:10:07 Our company will try helpdesk from Bitrix24 before go for the self-host, but if you don't have a big budget, you may want to try available freeware This message has been moderated. Please no promotion for other services at this forum.

Dave Strickler

User

Posts: 1 Joined: 05/16/2015

05/16/2015 04:03:13

Quote
Yana Prokopets wrote: Hi Andy, Help desk is available only in self-hosted version of Bitrix24 , if you're interested you can download a 30-days trial. Regards, Yana.

Any updates to this? The self-hoster version is too expensive for us too, but I'd be willing to bump up from free to $99/mo if it had a HelpDesk module.

Yana Prokopets Administrator Posts: 4247 Joined: 09/20/2013	#8 05/18/2015 10:29:42 Hi Dave! Can't advise now, our next release will be this fall - I'll have some more information later. Best, Yana.

Luiz Ferreira User Posts: 1 Joined: 06/22/2015	#9 06/22/2015 19:47:21 I'd love a help desk module! Any updates? Thanks

Yana Prokopets Administrator Posts: 4247 Joined: 09/20/2013	#10 06/23/2015 11:02:10 Hi Luiz, No news so far. Best, Yana.

Kevin Hill User Posts: 12 Joined: 09/09/2015	#11 10/07/2015 17:05:32 any update on this? I'm a Pro user ($200/month) and really desperately want this feature

Yana Prokopets

Administrator

Posts: 4247 Joined: 09/20/2013

#12

10/07/2015 17:18:21

Hi Kevin,

No, have to be honest - we don't have short-term plans for this module to be added to the cloud. The reason is - in the self-hosted version the module is mainly replaced in the control panel (back-end) & we can't simply transfer this module to the cloud - it will require considerable module revision. BTW can Activity Stream workflows = general requests type be an alternative to this module in your case? Thanks.

Best,

Yana.

Niladri Bhattacharya User Posts: 4 Joined: 07/07/2015	#13 11/18/2015 08:52:42 Hi, One of our prospective customer is looking to implement the Help Desk module. Please confirm if this has a complete SLA management and reporting which can track SLA performance based on working hours, weekends and holidays. Regards Niladri

Yana Prokopets

Administrator

Posts: 4247 Joined: 09/20/2013

#14

11/18/2015 14:13:54

Hi Niladri!

The Helpdesk module was designed to:

implement the ticket submission system enabling visitors to contact the technical support specialists;
manage service level agreement preferences (SLA);
register ticket response time and efficiency;
analyse user replies.

Please read more about the module in our Training Course Please note that the Helpdesk module is available in the self-hosted version only.

Best,

Yana.

Carlos Hiralal User Posts: 1 Joined: 08/05/2015	#15 02/03/2016 22:52:59 Please add the Helpdesk feature to the cloud-version of Bitrix. I am sure this would attract a lot of (new) customers and we're are willing to pay for this feature. Kindly tell us if this is possible. If not, what the is the reason for this, since it is available in the self-hosted version. Kind regards, Carlos Hiralal

Yana Prokopets Administrator Posts: 4247 Joined: 09/20/2013	#16 02/05/2016 15:22:05 Hi Carlos! Thanks for the suggestion, we'll take it into account. Best, Yana.

Jeanilyn Bautista User Posts: 1 Joined: 04/21/2016	#17 04/21/2016 06:42:46 how to fix microphone in my smartphone when im having a video call/

Yana Prokopets Administrator Posts: 4247 Joined: 09/20/2013	#18 04/21/2016 15:30:54 Hi Jeanilyn, Please contact our Helpdesk with your problem details. Best, Yana.

test test User Posts: 1 Joined: 05/24/2016	#19 06/10/2016 09:34:55 Hii Yana, Any updattes on "Helpdesk on cloud" can it be possible now

Yana Prokopets Administrator Posts: 4247 Joined: 09/20/2013	#20 06/10/2016 16:07:13 We don't have plans for the Helpdesk for cloud at this very moment (taking into account this summer & fall releases). Thanks for the suggestion. Best, Yana.

Szász József User Posts: 1 Joined: 10/21/2016	#21 10/21/2016 22:55:58 Summer and Fall has left. Any news regarding the Helpdesk feature? Thx, Jo

Yana Prokopets Administrator Posts: 4247 Joined: 09/20/2013	#22 11/02/2016 12:05:06 Hi Szász, Unfortunately no updates yet. We don't have short term plans for Helpdesk module for the cloud. Thanks for the suggestion. Best, Yana.

Pavel Brilliant User Posts: 2 Joined: 03/14/2017	#23 04/30/2017 03:20:47 Any updates on adding helpdesk to the cloud version?

Pavel Brilliant User Posts: 2 Joined: 03/14/2017	#24 04/30/2017 03:21:10 . Edited: Pavel Brilliant - 04/30/2017 03:23:21 (delete the message)

Yana Prokopets Administrator Posts: 4247 Joined: 09/20/2013	#25 05/02/2017 15:55:27 Hi Pavel! We are considering case management as an option for cloud but the concept hasn't been approved yet. Thanks for your interest in Bitrix24. Best, Yana.

Otto Acuña-Naranjo User Posts: 2 Joined: 06/10/2017	#26 06/10/2017 04:08:59 Hi Yana, I got to this thread and I have the same issue as indicated by other Bitrix24 raving fans above. I come from using Kayako for helpdesk, no big operation, perhaps 300-400 tickets per day. Most of the tickets are from Clients, the company I am trying to help is a manufacturer of lightning products that sells through distributors, so most of what comes into the Helpdesk are personnel from the different Distributors (Clients) that are either requesting a quote, the dispatch of a Technician for installation support or requesting the initiation of a 'lead' for a construction project of someone who came into their shop. The end consumer rarely contacts them, mostly the distributors who are companies like hardware stores, Home Depot type of companies or lightning products resellers. That being said, and instead of asking for the module, I would like to ask how could I manage that with Bitrix24 Professional on Cloud? Considering I have over 25 agents in 3 departments that attend different geographies, but under the same model, Could this be managed through the CRM? Or is there a small external helpdesk / case management software that could integrate in the https://xxxxx.bitrix24.es/marketplace/app/4/ so that the users (the agents) never leave the Bitrix24 environment. I am thinking in an embedded site within Bitrix. It's the best solution I can think of. Any suggestions? Best Regards from Latin America. Otto Acuña Edited: Otto Acuña-Naranjo - 06/10/2017 04:09:39 (Forgot one phrase)

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