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IT consulting and services companies get huge amounts of calls and emails on a daily basis about all sorts of issues. A solution for organising al these questions, is consolidating CRM and helpdesk. Bitrix24 makes this easy to organise.

We have access to many studies that have been done on collaboration between CRM and helpdesk. In response to the results of this research we have optimalised our system. We would like to take some of your time to show you this improved version where CRM and helpdesk work together in harmony.

The right tool

The most important wish for users is that the existing functionalities of the CRM system and the help desk don’t get lost. It’s very important that the help desk can (keep) using the right tools to help clients to the best of their abilities.

All tickets in this system are initiated by email. The standard Technical Support menu point in the Bitrix24 intranet is visible only to support staff. The most noticeable modification in this case is the extra tab in the Contact detail page that displays that Contact’s tickets.

Contacts tickets overview

There is also a customized Documents tab. This was made with storage for contracts in mind.

Customized documents tab

Registration

When a ticket is created (by email or other means), it is automatically associated with the CRM Contact which corresponds to that user. Because the system created in this case represents a helpdesk for clients who have subscribed to services, there is no handling of email from unknown users – but very minor changes would allow CRM Contacts to be created on the basis of incoming tickets from as-yet unknown users.

Personalisation

In the Technical Support section, the individual ticket discussion view has several customizations, including the option to create tasks, link to such tasks when the status is changed, as well as custom fields associating the ticket with a CRM object (point 2). These tasks include several subtasks, are assigned to the person responsible for the ticket, and likewise are associated with the corresponding workgroup and Ticket. Naturally, reporting on tasks completed, time spent on tasks, current statuses of tasks, etc. is yet another output of the project.

Result

The resulting tool benefits all types of employees. Support agents can find any client issue rapidly, determine the status and responsible person(s) who are working on the issue in the event that it is not a client for whom they are responsible, and make any changes in tickets – the main ‘work space’ of the system. All changes are easily noted by anyone opening the CRM item or ticket. Furthermore, there are Ticket reminders that go to the Activity Stream with a link back to the ticket

High-level agents (troubleshooters) can get a clear view of all tickets’ histories, easily find the contact persons from the client via the CRM, and provide guidance right with the ticket. Management benefits from task and CRM reporting, and from knowing that all support issues are handled smoothly and transparently.