Bitrix24 Self-hosted administration

Before starting the work, you must setup the required reference books. This will allow to:

• automate process for assigning users responsible for reviewing submitted tickets depending on their parameters;
• arrange grouping for incoming tickets;
• track levels of issue difficulty and their resolution efficiency.

Main types of reference books used in the system:

• Category
• Priority
• Status
• Answer rates
• Frequently asked answers
• Source
• Difficulty

Category setup is executed at the Categories page (Services > Helpdesk > Reference book > Category):

When creating a helpdesk ticket, user can select a suitable category (from available ones) to which the described issue pertains to.

List of categories available to users is defined by the SLA. SLA contains description of company liabilities for providing specific level of service (in this case, technical support) to users. Levels of service are used for managing user priorities in getting support.

Reference book is managed at the Priority page (Services > Helpdesk > Reference book > Priority):

Level of priority is assigned by user when creating a ticket and is for informational purposes only.

List of priority levels available to the user is determined by SLA. SLA contains description of company liabilities for providing specific level of service (in this case, technical support) to users. Levels of service are used for managing user priorities in getting support.

When under detailed review, tech support (helpdesk) employee can edit the message priority.

Status reference book is created at the Status page ( Services > Helpdesk > Reference book > Status):

Ticket status is assigned when under review by a technical support (helpdesk) employee.

Reference book can be managed at the Answer rates page ( Services > Helpdesk > Reference book > Answer rates):

List of ratings available to the user is determined by the SLA. SLA contains description of company liabilities for providing specific level of service (in this case, technical support) to users. Levels of service are used for managing user priorities in getting support.

Response ratings are used for maintaining the quality of technical support (helpdesk) service.

Most frequently used answers can be saved in the Frequently used answers page ( Services > Helpdesk > Reference book > Frequently used answers).

Frequently used answers can be used when creating for ticket answers.

This allows reducing time expenditures for processing frequently asked answers.

You can manage this reference book at the Sources page ( Services > Helpdesk > Reference book > Source):

Ticket source is indicated by a technical support (helpdesk) when reviewing it.

You can manage this reference book at the Difficulty page ( Services > Helpdesk > Reference book > Difficulty):

Ticket's difficulty is rated by a technical support (helpdesk) employee when reviewing it.