IT departments today are not just “tech support” but full-fledged business units responsible for the smooth operation of the entire digital infrastructure of the company. However, the automation of internal processes often requires the implementation of expensive solutions and complex systems. Fortunately, there is an alternative — using the standard functionality of Bitrix24.

In this article, we will tell you how to use CRM tools in Bitrix24 to automate incident and problem management, similar to ITIL, a methodology aimed at ensuring the quality of IT services.

IT requests and employee inquiries can be processed according to the logic of a sales funnel. This is not a joke — each incident is essentially similar to a lead: it enters the system, goes through certain stages, and either gets resolved or requires deeper analysis. This structure allows you to:

• Analyse the effectiveness of support by stages
• Track how many tickets are resolved successfully
• See where bottlenecks occur in the processing of incidents

To begin with, it is enough to configure the standard "Leads" section in the CRM:

• Rename the stages of lead processing so that they match your incident management regulations (for example: "New ticket", "In progress", "Closed").
• Set up final statuses — “Incident resolved” or “Could not resolve” — so that the reports correctly display the results.
• Add classifiers, such as SLA level or service type — through custom fields in the CRM.
• Include incidents in the menu — add a link to “Leads Kanban” in the left menu, renaming the section to “Incidents”.

Incidents can automatically enter the CRM in several ways:

• Through telephony — if the integration is configured, the operator simply records the request, and the lead is created automatically.
• By email — you can configure an email tracker so that requests sent to a special address are automatically converted into incidents.
• From a web form on the website — use a CRM form or a widget from Bitrix24. A new request immediately becomes a lead.

Additionally, you can connect:

• business processes to check the completeness of data;
• control mechanisms to ensure that requests are processed without delays;
• automation with robots: for example, if an incident becomes a problem, a deal is created to solve it.

When incidents repeat or indicate a hidden cause, a "problem" arises, a term from ITIL. It is convenient to use the deal funnel to solve them:

• Create separate directions - for example, "Software" and "Equipment".
• Set up individual stages and finals: device replacement, closing a problem, rejection.
• Connect robots that will control the transitions between stages.
• Implement business processes, such as automatic approval of new equipment by the IT manager.

You can import a ready-made business process directly in the visual deal editor by loading a template that you have prepared in advance.

By using only the basic tools of Bitrix24, you can build a flexible and visual system for managing IT requests and issues. This approach:

• reduces the workload on the team;
• increases transparency and control;
• minimises the human factor;
• does not require the purchase of third-party software.

If your company is already working in Bitrix24, you are literally a few steps away from full-fledged automation of the IT service.

We understand that you do not always have the resources or desire to dive into technical settings. If you want to quickly and effectively adapt Bitrix24 to the needs of your IT service, you can entrust this to the company “ROOT CODE”.

Our team of experienced integrators and developers will configure Bitrix24 for business tasks of any complexity. From support automation to building an end-to-end IT and business process management system, we take on the entire work cycle, from analytics to support.

Contact us and we will help you implement not only the solutions mentioned in the article, but also build a more comprehensive and flexible automation system for your company.