HelpDesk Services
Bitrix24 is equipped with a professional Helpdesk service. Organize technical support services to create a transparent and efficient method for service requests. The time and energy saved by accurate communications will be noticeable for both the service providers and the request writers.
Employees can make requests or ask questions, receive and evaluate replies, and continue the discussion if necessary. The site administration can control the support service in real time, appoint and define persons in charge, evaluate quality and efficiency, and more.
Ticket Creation Wizard
List of Tickets
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- a support ticket can be created by filling out a special form in the intranet, or by sending an email to an email address set up to handle the creation of support tickets
- different categories of support can be configured
- priority levels (high, medium, low, etc.)
- satisfaction level entered by user who created ticket (e.g. problem solved, answer incomplete, etc.)
- spam filter and deletion
- flexible number of ticket status levels (e.g. accepted, in process, completed)
- pull-down list for most commonly used responses
- assignment of question according to category of inquery
- ticket history
- service-level agreement
- hidden comments section for tech support team in each ticket
- clear labeling of time and author of each entry
- option to form workgroups with tech support clients for better communications and resolving of complex problems
- access permissions
- monitoring of helpdesk support and statistics
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