Ticket24 is a fully integrated ticketing system to Bitrix24 platfrom. It is the important step to building a great customer experience. It's a central hub for all your customer questions, requests, and concerns. Above all, it gives you a complete picture of each customer, so you can offer the right support.
a) Click on Market to open the market window.
b) In the Market window, search for the Ticket24 application in the search bar and click on the application.
c) Click install, check all of the boxes in the pop up window, and click install again.
After clicking on the install button, the application will open and ask you to enter your contact details.
d) Enter your name, phone number and email, then click next.
After clicking next, you will see the settings window of the application. These settings include: Main settings, Group settings and Tag settings. First, let's set up the main settings.
a) Click on the dropdown arrow of the Main settings tab.
b) Fill in the required information: Your company name, Logo and Password field in contacts. Note: logo dimensions should be 444 x 110.
The Password field will be automatically generated as a CRM contact field and named Ticket24 password.
The Ticket24 password is the password your contacts will use to log in to their Ticket24 portal to view and generate tickets. The username will be the email associated with their contact card.
a) go to your CRM and select Contacts from the Customers drop down menu.
b) Click Create, enter the required fields and save.
a) open their contact card and Select the Ticket24 password field.
b) Once you have selected the field, you can view and modify the password directly on the contact card:
copy the password from their contact card and send it to them.
You can also log in as the client to see what their portal looks like.
a) To do this, go to the settings page of the application and click on the link to the Ticket24 portal.
b) Then, copy and paste your client's email and password and click Login.
This is what your client's portal will look like (keep in mind we have not created any tickets yet):
a) To do this «go to your CRM Settings in the CRM section of your Bitrix Portal.
b) Select the Form and report settings tab, and then click on custom fields.
c) Open the Fields section for the Contacts and look for the Ticket24 password field from the fields list.
Once you open it, «edit the Name and click save».
The next step is setting up the Group Settings.
a) Create a Workgroup in your Bitrix24 portal.
Go to Workgroups and click Create.
b) Select project type as Workgroup and click next.
c) Write a name for your workgroup, you can also customize the theme, choose an icon and write a description.
d) Open the Extended parameters, make sure to check the Tasks box and click next.
You can also check other boxes depending on the features you'd like in your Workgroup.
e) Choose the Privacy level as private and click next.
f) Assign a Workgroup owner and add employees to your workgroup team.
Important note! When you add employees to the group, they will be the ones, who can see the tickets in your workgroup.
g) Go back to the Ticket24 settings.
Click on the Group settings downwards arrow.
h) Select the Workgroup where the tasks from the Tickets will be created and select a the person who will be responsible for them, as well as a creator for the tasks.
To add another Workgroup, click on the orange button at the bottom.
Enter tags for ticket processing rules. These tags should be created to fit your company's needs. They can be changed anytime.
When creating tags in each section: enter the text and press Enter after each tag.
It is not necessary to enter all tags. If you don't enter tags, they simply won't be available when creating a ticket.
Setting up tags is necessary for the operation of Robots in tasks in Bitrix24. But you can use robots only in the Professional tariff plan, since robots are not available in smaller tariff plans.
a) Section Type of message:
In the example shown above, the tags bugs and development are assigned. These tags determine the responsible person who will handle the ticket.
b) Section Priority:
In this example, the tags high, low and medium are assigned. These tags assign different deadlines for ticket completion.
c) Section Sector:
In this example, the tags USA and Europe are assigned. The sector may refer to the region. For example, if the activity is in the USA, Europe, etc., the client selects USA in the ticket if they are from the USA.
Important note! After setting all the configurations, remember to save all changes.
Write automation rules depending on the message type selected by the client using the tags using robots.
a) Open the workgroup you created for Ticket24 and click on the robot icon.
b) The Task automation window will open, «click Create».
a) Select the New stage.
b) Choose the group For employee, and add the Change assignee robot.
b) Click the Add condition button in the Condition section and then click on an empty line with a condition.
When clicking this line, you will see a small white menu with 2 fields that have a dropdown list.
c) Click on the dropdown list with the value ID, search through the search bar for Tags and click on it.
d) Click on the dropdown list with the value not empty and select the value includes.
e) Enter the value bugs in the field and click the OK button.
f) Click the Select button in the New assignee section and select the assignee from the list of employees.
g) The bugs tag robot setup should look like this:
Make sure to click Save.
a) Repeat the steps in the previous section (2.6.1- Robots for Type of message section: bugs tag), before saving, make sure your robot looks like this:
Now that you have setup the robot, when a ticket is received from the client, the responsible person for handling the ticket is automatically assigned to the users you chose:
a) Follow steps a and b of the 2.6 TAG SETTINGS AND ROBOTS section viewed above.
b) Select the New stage.
c) Choose the group For employee, and add the Modify task robot.
d) Delete the field with the name.
g) Click the Add condition button in the Condition section.
h) Click on an empty line with a condition, then on the dropdown list with the value ID, search through the search bar for Tags, and click on it.
i) Click on the dropdown list with the value not empty and select the value includes.
j) Enter the value High in the field and click the OK button.
k) Click Select field and choose the Deadline option.
l) Select the value 1 day and click the OK button.
m) Choose the Change on behalf of option in the Administrator column to indicate that the deadline change occurred automatically.
repeat steps a to m from the previous section (2.6.3- Robots for Priority section: High tag).
In step l, instead of customizing the robot for 1 day, customize it to 3 days.
repeat steps a to m from the section: 2.6.3- Robots for Priority section: High tag.
In step l, instead of customizing the robot for 1 day, customize it to 5 days.
a) To change the name of the robot, click on the pencil icon and enter the new name.
b) Now that you have setup the robot, when a ticket is received from the client, the deadline for completing the ticket is automatically determined:
Important note! The deadline for completing the ticket currently varies depending on the tag selected by the client when creating the ticket.
In the task window for the tickets, there is a built-in mechanism called High Priority that can be activated by clicking on the fire icon:
Thus, in the task list, this task with high priority will be highlighted using an icon:
a) To configure automatic highlighting of tasks with high priority,
create a new automation and select the New stage, then choose the group For employee, and add the Modify task robot.
b) Delete the name field.
c) Click the Add condition button in the Condition section and then click on an empty line with a condition, open the dropdown list with the value ID, search through the search bar for Tags option, and click on it.
d) Click on the dropdown list with the Not empty field and select the Includes option.
e) Enter the value High in the last field and click the OK button.
f) Click Select field and choose High priority.
g) Select Yes in the High priority field and click Save.
h) Now you can test the robot you have just created:
open a contact card (CRM -> Customers -> Contacts), open the Ticket24 tab (if you don't see it on the top menu bar, click on More and select it from the dropdown menu) and fill out the required fields for the ticket.
Make sure to set it as High priority.
i) Once you create the ticket, you will see it appears with the High priority icon in the Workgroup tasks:
a) To set up push notifications for the manager when creating a new ticket,
create a new robot, choose the stage New and the For employee group, choose the Add notification robot.
b) Enter the notification text and choose the message sender.
c) In the Execution section,
change the value to Wait (so the robot performs the action after the previous robot has completed it's action) and click the Save button.
Now the manager will receive a notification about the new ticket:
To set up notifications for the manager via email when creating a new ticket,
a) create a new robot, choose the New stage, then choose the For employee group and choose the Send email robot.
b) In the Exucution section,
change the value to Wait (so the robot performs the action after the previous robot has completed its action) and choose the message sender.
c) Enter the subject and message text (you can use variables in the message text) and click the Save button.
Now when a new ticket is created, the responsible employee receives a notification via email:
For the responsible employee to receive this email, they should upload their email address to their profile:
To set up automatic status changes for the ticket tasks upon completion,
a) create a new robot, choose the Completed stage, choose the Triggers group and select the Track task status change.
b) Select the Completed task status and click save.
c) Create a robot to change the task status, select the New stage, choose the For employee group and choose the Change stage robot.
d) Enter the following condition: Status, equals to, Completed and select the Completed stage.
Now when a ticket task is completed:
it will automatically move from the New stage to the Completed stage:
e) To create a robot for transitioning from the stages In progress and Checking to the Completed stage,
click on the Actions tab, then click the Copy button on the robot created previously for the New stage and repeat this action twice.
f) Transfer the created robots to the stages In progress and Checking.
g) Test the execution of the task robots: test4 and test7 (which are the robots you copied in the previous step) by opening the tasks and hitting the finished button.
When the tasks are completed, they should move to the Completed stage:
In the client's view of the ticketing account, completed tasks will be displayed with the Completed status:
h) To display tasks with the Completed status in the workgroup,
select the Completed status in the filter.
When the client logs in to their ticketing portal, they will see a list of their requests.
Employees or managers can also log in as the client to view the client's portal display and raise tickets (see section 2.2.3 in: 2.2 USERNAME AND PASSWORD FOR CLIENTS above).
This is what the client's portal will look like:
To raise a ticket,
a) click the Create a ticket button.
b) Select the department to which the ticket will be submitted.
c) Select the ticket priority.
Remember, using tags such as high, low and medium, different deadlines for completing the ticket are assigned.
d) Choose the message type.
Remember, using tags such as bugs and development, the responsible person who will handle the ticket's work is determined.
e) To send a copy of the email notification for the creation of the ticket to other users besides the client, type the other recipients' emails and separate them with commas:
f) Enter a Subject and Text for of the ticket.
g) Select the client's corresponding country.
Remember, using the USA and Europe tags, the client's region of residence is determined.
h) If necessary, files explaining the issue can be attached to the ticket.
After entering all the data into the ticket, click the Send button.
After sending, the ticket should appear in the list of tickets.
At the moment, the ticket is in the New status:
The ticket status will change to the In Progress stage as soon as the manager starts working on it:
a) Click on the ID number to open the ticket.
Inside the ticket, the client will see who is responsible for handing it:
You and the client can communicate through the Ticket24 portal and the Bitrix24 Workgroup tasks.
a) To communicate with the client,
open the Ticket task in the Workgroup you assigned for the Ticket tasks, write the message you want the customer to see, and click send.
The client will receive an email notification of the message:
The client can respond through their Ticket24 portal.
To do this, the client must open the ticket by clicking on its ID number:
Once the ticket is open, the client will see the employee's message and reply:
The client's reply will be visible in the comment section of the ticket task:
When the ticket has been closed, the client will see their ticket has changed to the Finished status:
When the ticket is closed, it disappears from the client's personal account.
The ticket can be viewed by enabling the Show closed task feature in the filters:
CONGRATULATIONS! You're now a knowledgeable Ticket24 user!
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