A help desk on a Bitrix24 smart process: a service catalog and SLA based on old desk data

The previous OSTicket help desk gave no way to manage the service: 60% of 21,412 records over 6 years were automatic monitoring emails, everything was sorted into 5 categories, 92% of real requests sat at Low priority, and the baseline 4-hour SLA was stretched by hand to match the actual closing time.

The live flow is about 95 requests a month, so the catalog was built on actual request frequency rather than "the usual way". An administrator must be able to edit the catalog without a developer, and the SLA deadline must not be quietly stretched.

• Analyzed the OSTicket export: separated out monitoring, counted frequencies by topic — and built a two-level catalog of 11 areas and 32 services from them, most frequent first
• A service's clarifying questions are described by a JSON schema with dependent fields; the same validation rules on the server and in the browser are checked against shared test fixtures
• Effective priority "service × urgency", response and resolution targets in working minutes; the original deadline is fixed at submission and cannot be stretched
• Auto-assignment to the least-loaded assignee in the service group and an SLA control agent with notifications
• One catalog-and-wizard engine serves 4 catalogs: help desk, HR processes, document workflow and development requests