How to create a new task for an incoming letter in Bitrix24?

Question

CRM

Initial conditions:
1. Cloud bitrix24 CRM
2. Gsuite for domain
3. Mail flow to [email protected]

I want to create a task for a support group/start a business process for each incoming email.
But I don’t see point-blank tools in CRM itself to implement this, it is possible to connect a mailbox, but incoming letters will create either leads if the sender’s address is new / it’s not in the clients, or absolutely nothing happens, just a contact will be created . This will not work for me due to the fact that tasks will be created only for new clients, the flow of letters from old ones will not be processed. At the same time, there are still restrictions on the frequency of updating the mailbox, this does not happen instantly.

From the possible I see only 2 ways:
1. Each employee has a mailbox like [email protected] If you send a letter to such a box, then you can automatically create either a task or a task in the activity stream. I can set up a technical account, forward mail from [email protected] to this abracadabra, create a task in this way, and add automation rules on top so that a random employee from the support department is assigned to this task.
This approach has a fatal flaw - after sending a letter to abracadabra, the task is not created immediately, but with a delay, tests showed me 20-40 minutes. And this is a furry animal, because. a lightning-fast reaction is expected at least during working hours.

2. Or go from the other side. Because the mail domain is served by gsuite, so I can use a google script, run it once a minute on the [email protected] mailbox, and for each new letter, pull a webhook that will start a task for me in bitrix24 via api (I read the documentation very diagonally, but it seems like can).

Question for bitrix24 connoisseurs - how to process the flow of incoming letters in a normal way?

Answer 1

Good evening! You can create rules or triggers in business processes (not even in the designer), which, when acted upon from the outside, will create a task. For example: If the letter is a new contact, it came to such and such an address, automatically create a task or fill in the fields or something else. It can be distributed through sources. In general, there are a lot of possibilities :)

Answer 2

If you can’t figure it out, I recommend that you turn to Alexey Okara, Pinol company for help. This is one of the best Bitrix24 experts. See here: https://pinall.ru/integrations/baza-activity-dlya-...
We met him when we decided to embed our chat bot constructor into Open Lines, and the knowledge that Alexey demonstrated on Bitrix24 and others CRM made an impression on us. I think he will help you in no time. I can introduce.

Answer 3

Regarding the organization of a support service based on Bitrix, this is a very bad idea. So bad (a little insider) that the 1c employees themselves do not use Bitrix for technical support. It is precisely because of the reasons you have voiced that it is both inconvenient and does not work as it should, and you cannot understand what and who wrote to whom and when. There will be no lightning speed here for sure.
But what can be done.
1) How did you connect mail - through oauth authorization or with a password? Oauth greatly accelerates the arrival of new letters. This is where you should start. The delay will be reduced to 5-10 minutes - and I was even reduced to 1-3 minutes - since we have a boxed version of Bitrix.
2) Consider abandoning Bitrix as a support platform. Check out Zendesk. It is on it that Bitrix employees work. There is some integration with Bitrix - it can be a completely working solution.
3) Gmail has tools for group mail processing - if you don't want to install zendesk.
4) Consider working through Leads - almost the same as a task.
PS I only used the box, not everything can be relevant.

Answer 4

I suggest you reconsider and rebuild the approach to your technical support (TS).
1. Install the Bitrix24 (B24) widget on your TP site, where there are chats, instant messengers and a crm form.
2. When contacting the TP through the widget, your employees will automatically receive a notification.
3. Based on the notification, you can continue the dialogue, clarify the request, set a task.
4. As a result, you will get an instant response and full control over requests.