Business sector
Cross functional solution
Business goal
To set up communication between employees from various departments of the company and tech specialists
Problem
Requests to tech support are not organized and often get lost.
Tags: tasks get lost, manual work, helpdesk, tech support, workflows
Solution
First of all, create the "Helpdesk" group and invite there all specialists who provide relevant services.
Then, build kanban for the group's tasks with the following stages: Created, In Progress, On Clarification, Done.
Next, create a workflow that can be launched from the Activity Stream. The logic is as follows: when starting the workflow, the user selects a type of request, details task description, and sets a desirable due date. Next, an employee from the Helpdesk group sees the request in the Activity Stream and can either take or decline it. When the request gets taken, Bitrix24 creates a task in the Helpdesk group.
If the tech specialist comments on the task, the status of the task gets changed to On Clarification. When it's done, the specialist clicks on the Finish button, and the task gets transferred to the Done column. The workflow is completed. The leader of the Helpdesk group can monitor all tasks in the kanban.
To launch the process from the mobile app, one needs to create a service account for the Helpdesk employee. Any user can send him a message that launches the workflow. The text of the inquiry becomes the task's description, and the due date is set according to the setting made beforehand (for instance, +5 working days to the date of the task creation).
Execution of the workflow in Bitrix24:
Launching the workflow
Take / Decline the request
The request is taken and assigned with the In Progress status
Kanban with tasks in the Helpdesk group
The task card
The task is done