Solution / Helpdesk
Bitrix24 as a helpdesk: every request tracked, every SLA visible, every customer answered.
In short
Run a helpdesk in Bitrix24: tickets from email, chat, and WhatsApp, SLA timers, escalations, and CSAT — via Contact Center, Smart Processes, apps, or custom.
Support requests arrive everywhere — email, website chat, WhatsApp, phone, forms — and without a system they're answered from whoever's inbox they landed in. Nobody can say how many are open, which are late, or which customers are waiting longest.
Bitrix24 can run a real helpdesk next to your CRM, so support sees the customer's deals and history and sales sees open issues before calling. There are several ways to build it; the right one depends on volume, channels, and how formal your SLAs are.
Four ways to run a helpdesk in Bitrix24
- Contact Center + CRM — chats, email, WhatsApp, Telegram, and calls arrive in Bitrix24 with queues, working hours, and history on the client record. Good for conversational support with modest volume.
- Smart Process as a ticket — a dedicated 'Ticket' entity with its own pipeline (New → In progress → Waiting on customer → Resolved), fields for category and priority, and automation rules for assignment, reminders, and escalation. Our default for structured support.
- Marketplace helpdesk apps — the Bitrix24 Market lists helpdesk apps such as IQ.Desk, Helpdesk by Askarasoft, and MAKE's Helpdesk & support application, plus a Zendesk integration if you're keeping Zendesk.
- Custom helpdesk — a ticket model, SLA engine, and customer portal built on the Bitrix24 REST API when support is a core part of what you sell.
What a working helpdesk needs
- One intake for every channel, with tickets matched to the customer's CRM record
- Categories and priorities that decide who gets the ticket
- SLA timers for first response and resolution, respecting working hours and holidays
- Escalation when an SLA is about to breach — to a lead, then a manager
- Customer updates at each stage (email or WhatsApp), and a satisfaction survey on close
- Dashboards: open tickets, breaches, first-response time, resolution time, CSAT by agent
How we build it
We start from your request types and SLA promises, then model tickets (usually as a Smart Process), connect every intake channel, and build the automation: assignment by category, SLA timers with working-hours logic, breach escalations, customer notifications, and CSAT on close. BI dashboards give managers live breach and workload views. Where the standard tools stop — email-to-ticket parsing, a customer portal, contract-based SLAs per client — we develop it on the Bitrix24 REST API.
Helpdesk and sales in one system
The biggest benefit over a standalone helpdesk is context. A salesperson calling for a renewal sees the customer's open ticket before they dial; a support agent sees the customer's plan and deal value and prioritises accordingly. That shared record is why many teams move support into Bitrix24 instead of paying for a separate tool.
Related
Get a free helpdesk design.
Share where requests come in, roughly how many a week, and what you promise customers. We'll map the ticket flow, SLAs, and escalations for you.
Frequently asked questions
Does Bitrix24 have a helpdesk or ticketing system?
Bitrix24 supports helpdesk workflows through its Contact Center, CRM, and Smart Processes, and the Bitrix24 Market offers dedicated helpdesk apps (e.g. IQ.Desk, Helpdesk by Askarasoft). A Smart Process configured as a ticket with automation rules is the most flexible approach.
Can Bitrix24 track SLAs?
Yes, with configuration: automation rules on a ticket pipeline can start timers, respect working hours, notify owners before a breach, and escalate to managers. Marketplace helpdesk apps also include SLA features.
Can customers create tickets by email?
Yes. Email can be connected so incoming messages create or update records; for structured ticket creation from email (category, priority, threading) we build a parser on the REST API.
Can Bitrix24 replace Zendesk or Freshdesk?
For many teams, yes — especially when support and sales need shared customer context. If you'd rather keep Zendesk, the Bitrix24 Market has a Zendesk integration.
Can we send CSAT surveys from Bitrix24?
Yes. Closing a ticket can trigger a survey by email or WhatsApp, with the score stored on the ticket for reporting.
Turn scattered requests into a helpdesk.
Tell us your channels, volume, and SLA promises. We'll design the ticket flow and show you the dashboards before building.