Terms of Use — Support Tickets
1. Service
Support Tickets, by Dohko Technology, is a Bitrix24 application that turns a CRM deal pipeline into a ticket desk: a queue with service deadlines (SLA), assignee routing, the WhatsApp conversation (when WhatSafe Hub is installed), email, internal notes and a metrics dashboard. The CRM remains where data lives; the application writes to it on behalf of whoever makes each change.
2. Activation and license
Use depends on activation by Dohko. The license term is defined in the contract. Expired or paused licenses stop use until renewal; CRM deals are not affected.
3. Access
The helpdesk is used by Bitrix24 administrators and by the people they register as agents (supervisors or operators). The "Ticket" tab in deals is available to whoever can open the deal in Bitrix24. Settings are restricted to administrators.
4. Writes to the CRM
Changes made in the helpdesk (stage, assignee, fields, notes, emails) are written to Bitrix24 with the access of the person who made them. If Bitrix24 refuses for lack of permission, the application follows the administrator's choice: write anyway and record on the deal who changed it, or do not write.
5. Responsibilities
The customer is responsible for the information recorded and the messages sent to its customers through the helpdesk, and for configuring deadlines, routing rules and message templates.
6. Support
Dohko Technology: (11) 4293-0188.