How do open lines in Bitrix24 collect leads from all sources?

Question

Bitrix24

The manager set me the task: to add the functionality used in open lines to the Bitrix24 technical support module.
Namely: in tickets, applications from unregistered leads (without a responsible one) distribute them among free employees in turn.
integrate technical support with other services.
Is there any solution to integrate technical support with open lines?

Answer 1

Let's start with a few facts:
1) The module exists and it works, but there is no extensive documentation
2) It has not been developed for more than a year
3) Even 1C-Bitrix does not use this module
As far as I know, there is no solution for TP integration with OL (2 independent module) and considering item 2 - you should not wait for it (IMHO).
As for the distribution of tickets among employees - for this you can use a subscription to the event: OnBeforeTicketAdd and already there change the responsible person based on your needs.
The most adequate option is to write your own layer for email and OL, since modern bitrix in the box allows many customizations (thanks to rest api bitrix24). So, if you want to build technical support based on Bitrix, you will have to write everything from 0.