Ticketing system for customer service

Bitrix24 is an online collaboration and communication platform that comes with a helpdesk ticketing system.

Ticketing system for customer service

Not only is it free, but it’s also a unique combination of a customer relationship management solution and a modern open-source help desk software. Multichannel contact center in Bitrix24 supports inbound and outbound calls, emails, website forms, messengers (WhatsApp, Facebook, Viber, Telegram, WeChat, etc), and social networks (FB and Instagram).

Bots and canned replies are available, which is really important if you have to deal with a large number of incoming inquiries or your support staff is limited. Another unique feature is the ability to create multiple support channels in the Bitrix24 customer service ticketing system. Each channel can have specific routing rules, workhour settings, automated actions, response time, etc. 

Another great feature is the built-in telephony (not available on the free plan, however). If you have got a phone number people can use to call your business, you can make it really work for you with Bitrix24 online ticketing system. 

Using Bitrix24 Telephony, you can receive and make calls from any place using just your laptop and a headset, have your incoming calls automatically registered and turned into deals in your CRM, use Interactive Voice Response and smart call routing to never put your clients on hold.

Ready to get started? Create a free account now and see what Bitrix24 ticketing system software can do for your business.


* Please note that the information may have changed since the publication. For current prices and features please visit Bitrix24 pricing page

Basic features

  • Unlimited users on the free plan
  • Omni-channel contact center
  • Live chat for websites
  • Inbound and outbound call center
  • Email and shared inboxes
  • Social media support
  • Messenger support
  • Classic helpdesk with ticketing
  • Built-in CRM
  • Web-based ticketing system free
  • Cloud, mobile and on-premise (open source code access)

Routing and reports

  • Support groups
  • Routing and transfer rules
  • Canned responses
  • Chat bots
  • Business hour settings
  • Custom greetings
  • Satisfaction ratings
  • Automation

Live Chat

  • Works with any website (embed code)
  • Fully customisable (own styles and CSS)
  • Entire website or specific pages
  • Display rules
  • Save to CRM
  • Personal data collection consent
  • Multiple languages

Contact Center

  • Facebook
  • Facebook Messenger
  • Instagram Business
  • Viber
  • Telegram
  • WhatsApp (third-party integration)
  • Free online ticketing system
  • Skype, Slack, Twilio, more (Microsoft Bot framework)

Call Center

  • Inbound and outbound
  • Call recording and quality control
  • IVR
  • Set phone hours
  • Greeting, on hold, voice mail
  • Phone number rental, including toll free
  • PBX integration (Asterisk, 3CX, RingCentral, etc.)
  • SMS and bulk texting
For more information about Bitrix24, head over to our training courses.
We also have a great YouTube channel that covers every aspect of Bitrix24, from sales and planning to document management and company internal communication tools.
To download the self-hosted edition of Bitrix24 that can be installed on your own server and give you access to open source code, please visit the Bitrix24 Self-Hosted page.
Be sure to check out other Bitrix24 tools:
10,000,000+ organizations have chosen Bitrix24