Setting up an SLA for 1C-Bitrix customer inquiries

SLA Setup for Customer Inquiries in 1C-Bitrix

SLA (Service Level Agreement) for inquiries — set of rules defining deadline for first response to customer request and deadline for closing inquiry. In Bitrix implemented via "Technical Support" module (support) or in e-commerce with CRM via Bitrix24 CRM with funnel setup.

SLA in Technical Support Module

Module support — standard Bitrix tool for ticket systems. SLA settings in admin: Services → Technical Support → Service Level Agreements.

SLA Structure:

• Response Time — deadline first answer from ticket creation
• Resolution Time — deadline complete closure
• Business Hours — schedule within which SLA counted (table b_support_sla_calendar)
• Holidays — excluded dates

Each ticket on creation assigned SLA based on:

• Inquiry category
• Source (web form, email, phone)
• Priority
• User group (VIP client, regular)

SLA Assignment via Events

On ticket creation Bitrix calls OnSupportTicketAdd. You can override auto-assigned SLA in handler:

\AddEventHandler('support', 'OnSupportTicketAdd', function(&$arFields) {
    // If "Defect/Return" category — set SLA with 2-hour response
    if ($arFields['CATEGORY_ID'] == RETURN_CATEGORY_ID) {
        $arFields['SLA_ID'] = 3; // Required SLA ID
    }
});

Database tables:

• b_support_ticket — tickets, fields SLA_ID, DEADLINE, FIRST_RESPONSE_DEADLINE
• b_support_sla — SLA description (name, response time, resolution time)
• b_support_sla_day — work days and hours per SLA

SLA Violation Control

Bitrix has no built-in alert approaching deadline — implement via agent or scheduler:

// Agent: find tickets with deadline expiring in 1 hour
$deadline = new \Bitrix\Main\Type\DateTime();
$deadline->add('1 hours');

$tickets = \Bitrix\Support\TicketTable::getList([
    'filter' => [
        '=STATUS'   => 'opened',
        '<=DEADLINE' => $deadline,
        '>DEADLINE'  => new \Bitrix\Main\Type\DateTime(),
        '=SLA_NOTIFIED' => 'N',
    ],
    'select' => ['ID', 'TITLE', 'RESPONSIBLE_ID', 'DEADLINE'],
]);

After retrieval — send notifications to responsible via \CEvent::Send() and set SLA_NOTIFIED = Y flag (requires custom field in ticket table or HL-infoblock for notification state storage).

SLA in Bitrix24 CRM (for e-commerce with CRM)

If customer inquiries managed in Bitrix24 CRM as Deals or via Open Lines module, SLA configured in CRM → Settings → Stages and Funnels. At each stage, set maximum time in deal — on exceed, deal highlighted red.

For automation use CRM Robots (module crm): robot "Notify responsible" conditional on deal idle time. No additional code — only admin interface.