Work tickets are used across all industries, and both internally and externally, so you need to have the right processes in place across your business, especially if you plan to grow.
Having a well-run helpdesk is crucial to keeping your company running smoothly and your customers happy.
They should know what to expect, be informed about the progress of their case, and ultimately, get a more than satisfactory solution.
So here we’ll run through all the ways Bitrix24 lays the groundwork for you to provide a slick service, both inside and outside your company.
If you’ve ever worked in operations, you’ll know the requests can come in at a ferocious pace.
Get control of your incoming tasks by creating a ticket form. By having a form—and maybe a quick guide on how to use it—you cut out random requests coming through all channels and streamline your workflow.
Using automations, you can organize your tasks, send a confirmation email, and most importantly, concentrate on what you have to do.
Sort your requests by priority or by type, and add in subtasks if needed to keep a handle on your tickets.
Turn your forms around for a public-facing customer service form on your website.
This works great as free work ticket software as you can view your responses, but also analyze your form submissions, finding insights such as conversion rate, CRM fields filled in, and much more.
You can fully customize your form to your own service and add it to your website or send it directly to a client in a couple of clicks.
Embed the form on your website as a pop-up, a delayed pop-up, or by clicking the link, and tweak your technique when needed.
With Bitrix24’s CRM, you can integrate all your tools in one place and keep detailed records on your customers and their concerns.
When you get a complaint, automatically create a task in your task management software and don’t let anything fall through the cracks.
Your CRM is really the brain of your work order software. It is here where you categorize tickets and plan your replies.
If you have similar requests that repeat, make sure to set up an email template and save time every time you reply.
If you want to get a bit more personal with your users, supplement your free work ticket software with a free help desk chat bot.
Include your widget on your website to offer users a different way of joining the customer journey. You can use this as a lead capturing form and store everything in your CRM.
Set a default or customized welcome message and you’re ready to go. This works perfectly as an alternative to tickets, as it offers a more human touch.
And if you’re not available, set an automated message that you’ll be in touch ASAP.
Sometimes even an online chat bot just isn’t quite enough, so it’s good to support it with a phone service where necessary.
Bitrix24’s free help desk chat software expands the range of communication you have at your fingertips, while still recording everything in your CRM.
As every incoming call will create a new lead, you can record the customer’s request within their profile, or pass their details along to the next link in the chain.
Bitrix24’s CRM records all interactions with your customers and saves their contact information on the system for your whole team to see.
Now you’ve got your requests, you need work ticket software that lets you visualize your progress.
Set up automations to immediately put new requests into your to-do list on your Kanban board, and get a notification as each task comes in.
Having spent no time on the admin work, you can pick up the new task and get to work right away. Make your Kanban boards visible by your whole team.
This will mean that if a task is automatically assigned to someone who is off sick, the rest of your team members can pick it up without affecting your SLA.
Sometimes it’s hard to be at your desk 100% of the time, especially if you’re in operations.
However, Bitrix24’s CRM and communications tools, as well as everything else, are available on your mobile too.
With notifications and reminders, this saves you a lot of time and effort going back to your desktop non-stop.
Tweak your team management and give your customers updates all from the palm of your hand.
Bitrix24 has a vast range of options so you can pick the best work order ticket management method for your team. And the best thing is, you can get started for free!
Not only do you get software to organize your requests, you accompany it with a whole host of tools for project management, communication, document management, and more.
If you need more information on how Bitrix24’s tools work, check out our YouTube page for video walkthroughs.
* Please note that the information may have changed since the publication. For current prices and features please visit Bitrix24 pricing page.
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For more information about Bitrix24, head over to our training courses. We also have a great YouTube channel that covers every aspect of Bitrix24, from sales and planning to document management and company internal communication tools. To download the self-hosted edition of Bitrix24 that can be installed on your own server and give you access to open source code, please visit the Bitrix24 Self-Hosted page.