Version : on-premise
A technical support — is always a pain for every business and it gets harder, when it’s you who should provide the technical support. But with custom extension HelpDesk for the self-hosted version of Bitrix24 from the Avivi Company you will solve a problem with the organization of the technical support for your clients and will receive the effective algorithm of work for your collaborators.
Our extension will help you to organize the processing of requests from customers thanks to the functionality of extranet groups Bitrix24. For customers and employees, it looks extremely convenient and efficient. The administrator of the portal only needs to create a new extranet of the support service group and invite all the necessary participants to it and, in fact, create a mailbox for requests.How does it work? When a client writes to your technical support email address, HelpDesk automatically create a task using the materials of this letter. The task is as follows:
Address of a sender and the subjects of a letter — name of the task in Bitrix24;
Body of the letter is a description of a task;
Files, attached to the letter — files, attached to the task;
Person in charge is an owner of the work group of the support service;
Deadline is determined in accordance with the administrator settings.
In addition to efficiency for customers, the technical support should be convenient for your employees and our expansion fully corresponds to this need. HelpDesk is an extension for an extranet group, so it uses the basic Bitrix24 functionality and does not require additional third-party programs.
For various reasons, the person in charge of the extranet group may not respond to the creation of a new task. In this case, HelpDesk will automatically change the person in charge to the moderator of this group; the time of this operation is configured individually for each customer.
Employees can conduct a dialogue with the client in the comments to the task. In this case, all participants in the task, including the extranet user, will see the conversation. But HelpDesk allows employees to communicate with each other without publicity for the client! To do this, select the "Internal message" before sending it. Then the information will remain visible only to employees.
Our extension is fully ready for use in all self-hosted versions of Bitrix24. We have repeatedly integrated it with the portals of other clients, so we have worked out possible difficulties. Installing and debugging the extension does not take much time, but it must be configured directly for your business.
For extended advice on HelpDesk and the conditions for acquiring an extension, contact Aviti Company’s Gold Partner Bitrix24 employees firstname.lastname@example.org
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