Helpdesk ticketing system

Systematization and organization of your helpdesk is crucial for customer service. And it should be a universal platform, that will keep everything together. Bitrix24 is a stable foundation for the company’s excellent performance.

Answering to your clients’ queries fast is important, but another important thing is to successfully solve their issues. However, the bigger your company gets, the harder this goes. If there are too many people come with problems. If support team with constantly changing members doesn’t know what they’ve done before or what to do next. All these problems are faced when helpdesk develops without a system.

Bitrix24 offers helpdesk tools integrated with the CRM, contact center, task management and internal communication instruments. And the best thing here is that you do not need to pay any extra to get it. It is included in a unified all-in-one platform. Are you intrigued? There are two types of helpdesk systems available in Bitrix24 – a neat traditional helpdesk ticketing system and a modern live chat customer support.

Live chat, by the way, is free and can be integrated into a website of yours or become a supplement for a public page. It is a 24/7 way to interact with customers unlimited by time or number of sessions. The only restriction here is that free Bitrix24 account has a limitation of 12 users. In the rest, you can stay in touch as long as you want.

A classic helpdesk ticketing system allows you to:

  • implement the ticket submission to create tickets, set priorities, ticket statuses and notifications;
  • manage service level agreement preferences (SLA);
  • analyze replies of technical specialists;
  • set email to ticket automation;
  • register ticket response time and efficiency.
The helpdesk ticketing system is available only in the on-premise version hosted on your server or in a private cloud. Just as the cloud one it comes with modules of CRM, communications, collaboration, project and time management, sites and some others.

Unlike cloud plans with subscription, you pay for self-hosted version only once. There are options starting from 50 to unlimited users with no per-user pricing.

Try a 100% free cloud version of our helpdesk system trusted by over 7 million businesses since 2012. Register free for the cloud version already today and take your time to explore capabilities of the on-premise version.

* 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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Basic features

  • 12 agents free
  • Omni-channel contact center
  • Live chat for websites
  • Inbound and outbound call center
  • Email and shared inboxes
  • Social media support
  • Messenger support
  • Classic helpdesk with ticketing
  • Built-in CRM
  • Cloud, mobile and on-premise (open source code access)

Routing and reports

  • Support groups
  • Routing and transfer rules
  • Canned responses
  • Chat bots
  • Business hour settings
  • Custom greetings
  • Satisfaction ratings
  • Automation

Live chat

  • Works with any website (embed code)
  • Fully customizable (own styles and CSS)
  • Entire website or specific pages 
  • Display rules
  • Save to CRM
  • Personal data collection consent
  • Multiple languages
  • Learn more

Social media messangers

  • Facebook
  • Facebook Messenger
  • Instagram Business
  • Viber
  • Telegram
  • WhatsApp (third-party integration)
  • Skype, Slack, Twilio, more (Microsoft Bot framework)
  • Learn more

Email and team inboxes

  • Individual and team inboxes
  • Access rules
  • Two-way synchronization
  • Gmail, Yahoo, iCloud, Microsoft, etc.
  • IMAP
  • Integration with CRM, tasks and chat

Call center

  • Inbound and outbound
  • Call recording and quality control
  • IVR
  • Set phone hours
  • Greeting, on hold, voice mail
  • Phone number rental, including toll free (1-888)
  • PBX integration (Asterisk, 3CX, RingCentral, etc.)
  • SMS and bulk texting
  • Learn more

Classic Helpdesk

  • Ticket creation
  • Priority
  • SLA
  • Ticket status
  • Notifications
  • Email to ticket automation
  • Learn more

Bitrix24 manuals are available at training.bitrix24.com. We also have a great YouTube channel that covers every aspect of Bitrix24 apps, from sales to planning to communications to document management. To download self hosted editions of Bitrix24 that can be installed on your own server and come with open source code access, please visit Bitrix24 Self Hosted page.

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