Internal ticket system in the CRM
apps
03/26/2026
Complexity
Extensions+10–25
Development and implementation12–18 hours
Costfrom €550 (one-time)
Problem
Bitrix24 includes an integrated support module that allows the creation of tickets, but it has not been developed further for a long time:
- Outdated interface and components.
- Missing modern features (priority, categories, SLA, notifications, custom fields).
- Compatibility problems with new Bitrix24 versions.
- No flexible permission management.
- No adaptation to individual business processes possible. As a result, companies use external systems or workarounds, which leads to higher costs and less control.
Solution
We offer an updated support ticketing module that extends the existing functionality. Main features:
- Separate "Support" / "Tickets" page.
- Creation of tickets with categories, priorities, description and attachments.
- Use of smart processes or tasks with status logic.
- Interface for support staff with filters, search and comments.
- Automatic notifications (email, SMS, chat).
- Permission management for users, support and administrators.
- Customization through fields, automations and integrations.
- Compatible with current Bitrix24 versions.
Output
- Unified internal ticket system.
- 40–70% faster processing.
- Full transparency of all requests.
- Flexible adaptation to processes.
- Higher user satisfaction.
