Bitrix24 Self-hosted administration

You can configure Helpdesk module settings at the path: Settings > System settings > Module settings > Helpdesk:

Complete fields at the Settings tab. Please, pay close attention on the following parameters:

• Default responsible person for new tickets - set a default responsible tech support employee.
• Default ticket view mode - set a default mode for handling a client ticket.
• Default value for the field "Close inactive tickets after" - indicate the deadline after which the ticket must be closed automatically, if no response from client is received.
• Refresh "Online" indicator in Control Panel every - determine the period after which the list of message viewing users is automatically updated.
• SLA and categories - select method for configuring ticket categories according to techsupport levels.

Configure access for users working with this module at the Access tab.