Gmail to Bitrix24 CRM: Integration Solution & Ticketing System

Detailed Description of Gmail operation 1 email box receiving all requests from clients Over 30 users (account managers) internally answer requests daily Works 24-hours in 2 shifts, so it is monitored all the time Over 200 clients, each with at least 5-10 ongoing email threads daily which later turn into projects Every client has a dedicated responsible person (account manager) who takes care of all projects incoming from this client Currently email is automated via a series of filters and labels, so each account manager works with their dedicated clients Detailed Description of Bitrix24 CRM operation We’ve adopted Bitrix24 On-Premise version and are currently integrating it into our workflow We work with multiple Kanban views based on out custom approach for all clients and departments Ideally we would like to turn every request which turned into a real project and was received into the email box above into a DEAL card in the CRM and have these conversations linked automatically only to the DEAL card created for the purpose The DEAL cards have to stay open until project goes through all its stages and is delivered finally back to client All the communication with client on this particular project should be in the deal card and visible for everyone Main goal: Each new request from different clients have to directly go into Bitrix24 as Deals, their email communication only for this particular project has to be attached to the Deal created the Deal has to stay open and move to the various stages which are designed according to our workflow and stages Each new request for a new project from the same client has to be in a separate Deal card and with their own relevant email chain attached to the Deal card Deals have to be automatically attached to the relevant Company card, which are already in Bitrix24 Deals have to be automatically assigned to the responsible account manager already assigned to this particular company Current issue: Bitrix24 can have multiple DEALs open with one and the same client’s email BUT every new email from the same company will automatically go into the last open Deal card in the CRM The issue comes from the above feature as our current workflow requires many deals to be opened at the same time and with ongoing external and internal communication going on. External communication is by email, while internal communication we lead via the Deal card chats Potential Solutions we will consider: Solution 1: Automated solution for adding tags/labels to each new project request/email chain started Then it will be added into Bitrix24 CRM particular Kanban for the purpose as a Deal card Deal card will have the whole email chain linked only for this particular request in it Solution 2: Custom Ticketing system, which will create tickets for each new incoming request Each new ticket will be added in Bitrix CRM to the relevant Kanban for the purpose as a Deal card Deal card will have the whole email chain linked only for this particular ticket