ABOUT THE CLIENT
The Russian Economic School (NES) is a non-state university aimed at education, corporate training, and the development of economic education in Russia and the CIS countries.
WHAT PROBLEMS DID THE CLIENT COME WITH?
At the time of contact, the client had cloud Bitrix24.
It was necessary to develop a Service Desk - a solution for submitting requests for different types of services (technical, administrative, etc.) to the relevant departments. And integrate with the Lake system to organize the collection of donations and record these payments within Bitrix24.
IMPLEMENTATION PROCESS, PROJECT FEATURES
We analyzed existing Service Desk solutions, including those in the Marketplace, but since the requirements were specific, we developed our custom solution in the form of a local application using the Bitrix24 Rest API. It is written in Node.js using docker and can run on the cloud and on the box.
Service Desk is implemented as a dynamic application form on the website. The range of services depends on the applicant’s role and the selected category. The form allows you to write a comment and attach a file. Supports Russian and English languages.
https://www.nes.ru/service-request?lang=ru
After sending, it is assigned a number. Under it, it ends up in Bitrix24 in the form of a task for a group that is responsible for specific services, and on email. a letter arrives in the mail with an application number
Two-way communication is configured via mail. After writing a letter, it ends up in the comment section of the task, and the response in the comments is sent by email.
Tasks can be set not only from the site, but also inside the portal.
Next, we made the transition from the cloud to the box for flexible configuration of further developments. And we started integrating with Leika to account for payments within Bitrix24. This integration uploads data about donors, creates contacts and donations themselves in the form of elements of a universal list.
During the support process, we set up a business process to connect the list of donations with contacts in the CRM. We also carried out development on interdependent fields. We described it in detail on our YouTube channel
WORKING WITH THE SOLUTION. RESULTS ACHIEVED
For Service Desk, we have created an admin panel in which you can easily configure available categories, roles and services themselves, and arrange their dependencies.
Integration with Leika allows you to view, sort, and analyze donations.
Development by interdependent fields significantly improves the functionality of processes in the CRM feed.
ADVANTAGES
Employees work every day in Bitrix24. Now they spend less time processing and recording donations, working with requests from the website, and using the corporate portal for communication between departments.
