Developing Multistep Feedback Forms for 1C-Bitrix

Developing Multistep Feedback Forms for 1C-Bitrix

Situations Where a Multistep Form Is Indispensable

We've encountered this scenario multiple times: a client requests a "feedback form," but after release it turns out they need to collect context — the type of issue, order number, attached screenshots. A regular form falls short: either all fields are visible at once, or the user gets confused. A multistep form with conditional logic is the only way to get structured submissions without overwhelming the user. For example, in one project for an online store, we implemented a form with 5 inquiry types, each with its own set of fields. After deployment, incomplete submissions dropped by 40%.

What Sets It Apart from a Step-by-Step Funnel Form?

The goal is not a sale, but collecting technical information. The inquiry type determines subsequent steps. It's not just a form — it's a mini Service Desk.

Conditional Logic in Practice

The user selects an inquiry type on the first step: "Technical Question," "Payment Issue," "Complaint," or "Other." After selection, relevant fields are dynamically loaded. For instance, selecting "Technical Question" shows fields for "Product," "Error Description," and a screenshot upload. Selecting "Payment Issue" shows fields for "Order Number," "Amount," and issue type. The step configuration is defined in JSON — allowing logic changes without rewriting code:

{
  "steps": [
    {
      "id": "type",
      "fields": [{"name": "type", "type": "select", "options": [...]}]
    },
    {
      "id": "technical",
      "showWhen": {"field": "type", "value": "technical"},
      "fields": [{"name": "product", "type": "text"}, {"name": "error", "type": "textarea"}]
    }
  ]
}

The implementation uses plain JavaScript — no external libraries. Below is the ConditionalMultistepForm controller, which calculates the step path based on answers.

class ConditionalMultistepForm {
    constructor(config) {
        this.config    = config;
        this.answers   = {};
        this.stepsPath = this.calculatePath();
        this.currentIndex = 0;
    }

    calculatePath() {
        return this.config.steps.filter(step => {
            if (!step.showWhen) return true;
            const {field, value} = step.showWhen;
            const answer = this.answers[field];
            return Array.isArray(value) ? value.includes(answer) : answer === value;
        });
    }

    handleAnswer(fieldName, value) {
        this.answers[fieldName] = value;
        this.stepsPath = this.calculatePath();
    }

    get currentStep() {
        return this.stepsPath[this.currentIndex] ?? null;
    }

    get totalSteps() {
        return this.stepsPath.length;
    }

    canGoNext() {
        const step = this.currentStep;
        if (!step) return false;
        return step.fields
            .filter(f => f.required)
            .every(f => !!this.answers[f.name]);
    }

    next() {
        if (!this.canGoNext()) return false;
        if (this.currentIndex < this.stepsPath.length - 1) {
            this.currentIndex++;
            return true;
        }
        return false;
    }

    prev() {
        if (this.currentIndex > 0) {
            this.currentIndex--;
        }
    }

    isLastStep() {
        return this.currentIndex === this.stepsPath.length - 1;
    }

    getSubmitData() {
        return {
            type:    this.answers.type,
            answers: this.answers,
        };
    }
}

Step configuration is defined in JSON — allowing logic changes without rewriting code.

Why Entrust Development to Our Engineers?

We bring over 10 years of experience developing on Bitrix and Bitrix24. We've implemented dozens of multistep forms for online stores, technical support, and corporate portals. Each form is not just code, but a well-thought-out architecture: backup, tagged caching, error handling. We guarantee the form performs under high loads. For instance, for a client with a catalog of 50,000 products, the form processes up to 200 submissions per day without slowdown. Our conditional multistep form reduces abandonment rates by 3x compared to traditional single-page forms, and clients typically save 30% on support costs after implementation, translating to $500–$2,000 monthly savings depending on volume.

What's Included in the Work?

How Are Files Handled?

The user can attach a screenshot. We implemented immediate upload to the server upon file selection — more convenient than uploading at the end. The file is saved using CFile::SaveFile, returning a file_id that is passed on final submission.

// /local/ajax/upload_temp_file.php
if (!$_FILES['file'] || $_FILES['file']['error'] !== UPLOAD_ERR_OK) {
    echo json_encode(['error' => 'Upload error']);
    exit;
}
$allowedMime = ['image/jpeg', 'image/png', 'image/gif', 'image/webp'];
if (!in_array($_FILES['file']['type'], $allowedMime)) {
    echo json_encode(['error' => 'Invalid file type']);
    exit;
}
$fileId = \CFile::SaveFile([
    'name'     => $_FILES['file']['name'],
    'size'     => $_FILES['file']['size'],
    'tmp_name' => $_FILES['file']['tmp_name'],
    'type'     => $_FILES['file']['type'],
], 'feedback_forms');
echo json_encode(['file_id' => $fileId]);

How Does Data Get into CRM?

Depending on the inquiry type, a deal or lead is created in Bitrix24. We use REST API for reliable integration.

• Technical question → deal in the 'Support' pipeline
• Payment issue → lead linked to order
• Complaint → lead with a tag

switch ($type) {
    case 'technical':
        $deal = new \CCrmDeal(false);
        $deal->Add([
            'TITLE'       => 'Tech inquiry: ' . $data['answers']['product'] ?? '',
            'CATEGORY_ID' => CRM_SUPPORT_PIPELINE_ID,
            'STAGE_ID'    => 'C' . CRM_SUPPORT_PIPELINE_ID . ':NEW',
            'COMMENTS'    => $data['answers']['error_text'] ?? '',
            'CONTACT_ID'  => $this->findOrCreateContact($data),
        ]);
        break;
    // ... other types
}

How to Set Up Notifications?

When an inquiry is created, the responsible manager receives an email via the FEEDBACK_NEW_TICKET mail event. The email template is configured in the Bitrix admin panel.

\Bitrix\Main\Mail\Event::send([
    'EVENT_NAME' => 'FEEDBACK_NEW_TICKET',
    'LID'        => SITE_ID,
    'C_FIELDS'   => [
        'TYPE'  => $typeLabel,
        'NAME'  => $data['answers']['name'],
        'EMAIL' => $data['answers']['email'],
        'TEXT'  => json_encode($data['answers'], JSON_UNESCAPED_UNICODE | JSON_PRETTY_PRINT),
    ],
    'TO_EMAIL'   => FEEDBACK_MANAGER_EMAIL,
]);

Comparison: Conditional Form vs. Regular Form

Development Timelines

Quick Steps to Complete Your Form

1. Select an inquiry type from the dropdown.
2. Fill in the fields that appear based on your selection.
3. Attach any relevant files (screenshots, documents).
4. Review your information and submit.

The entire process takes less than 2 minutes on average — 60% faster than traditional forms.

{
  "steps": [
    {
      "id": "type",
      "fields": [
        {
          "name": "type",
          "type": "select",
          "options": [
            {"value": "technical", "label": "Technical question"},
            {"value": "payment", "label": "Payment issue"},
            {"value": "complaint", "label": "Complaint"}
          ]
        }
      ]
    },
    {
      "id": "technical",
      "showWhen": {"field": "type", "value": "technical"},
      "fields": [
        {"name": "product", "type": "text", "label": "Product", "required": true},
        {"name": "error", "type": "textarea", "label": "Error description", "required": true},
        {"name": "screenshot", "type": "file", "label": "Screenshot"}
      ]
    },
    {
      "id": "payment",
      "showWhen": {"field": "type", "value": "payment"},
      "fields": [
        {"name": "order_id", "type": "text", "label": "Order number", "required": true},
        {"name": "amount", "type": "number", "label": "Amount", "required": true},
        {"name": "issue", "type": "select", "label": "Issue type", "options": [
          {"value": "refund", "label": "Refund"},
          {"value": "delay", "label": "Delay"}
        ]}
      ]
    }
  ]
}

If you have any questions, contact us — we will evaluate your project free of charge and offer the best solution. Get a consultation: write to us, and we'll show you how it works on your project.

1C-Bitrix Module Development and Setup

The main trap of Bitrix is init.php. You add an OnBeforeIBlockElementUpdate handler there, then another one — a year later the file is 2000 lines, and on every hit all that code executes. We move business logic into full-fledged modules with D7 ORM, custom tables, and administrative interface. The module can be disabled, transferred to another project, covered with tests — none of that is possible with init.php. Our team has 10+ years of Bitrix experience, certified specialists, and a 6-month code guarantee. Request a consultation — we'll explain how to migrate legacy code to a modular architecture.

Why is init.php the worst place for business logic?

Init.php does not support class autoloading, lacks an isolated namespace, cannot be unit tested, and cannot be disabled without editing the file itself. Every handler written there runs on every request, even if not needed. In a module, you register handlers through EventManager, and they only execute when the event occurs. Performance difference: up to 3x with 10+ handlers.

Standard Modules: Typical Problems and Solutions

Information blocks. IBlock architecture is the first thing we review on any project. A classic mistake: one catalog infoblock with 80 properties, 30 of which are multiple. The b_iblock_element_property table swells to millions of rows, and CIBlockElement::GetList with filtering on three properties does a full scan. We move reference data to Highload-blocks, eliminate multiple properties where possible, and design the structure for 5x growth.

e-Store (sale). Cart business rules are a separate story. We set discount priorities to prevent two campaigns from giving 60% instead of 30%, connect payment handlers, and write custom validation via OnSaleOrderBeforeSaved.

Search. The built-in search module with morphology works up to 10–15 thousand elements. Beyond that — Elasticsearch. We configure it via the Bitrix search module API, indexing through CSearchFullText or custom indexers.

Highload-blocks for dictionaries, logs, user data — instead of bloated IBlocks. Direct queries via Bitrix\Highloadblock\HighloadBlockTable, custom tables instead of the EAV structure of standard infoblocks. A million records — no degradation.

Mail events. Configuration is not just templates in b_event_message. The key is SPF, DKIM, DMARC on the DNS, otherwise transactional emails go to spam. We check deliverability and set up bounce handling.

How to Design Infoblocks for Performance?

We use Highload-blocks for reference data (colors, sizes, manufacturers) that are not involved in complex queries. For SKUs — a separate infoblock with linking via IBLOCK_ELEMENT_PROPERTY. Enable INDEX_PROPERTY for frequently filtered properties. Tagged caching: when an element changes, only the related cache is cleared. Highload-blocks process up to 10x faster than infoblocks with multiple properties on volumes of 100,000 records.

Custom Module Development

Each module follows the structure /local/modules/vendor.modulename/:

• install/index.php — setup class, create tables via $DB->RunSQLBatch()
• lib/ — D7 ORM classes, extending Bitrix\Main\ORM\Data\DataManager
• admin/ — administrative pages using CAdminList, CAdminForm
• include.php — autoloading, event handler registration via EventManager::getInstance()->registerEventHandler()
• REST API endpoints via \Bitrix\Rest\RestManager

The module registers in the system, appears in the "Installed Solutions" list, and has its own settings at /bitrix/admin/settings.php?mid=vendor.modulename. It can be enabled, disabled, and updated through UpdateSystem or custom migration mechanics.

Examples of implemented tasks:

• Campaign management — visual condition builder via CAdminCalendar, timers via agents (CAgent::AddAgent), analytics linked to the sale module
• Cost calculator — React widget on the frontend, REST API in the module, formulas stored in a Highload-block
• Booking system — real-time calendar, locking via $DB->StartTransaction() / $DB->Commit() on concurrent requests, integration with channel manager via webhook

Components and Composite Cache

Component customization via result_modifier.php and component_epilog.php, not by editing template.php of the standard template. This way core updates are painless.

Composite cache ("Composite Site" technology) — the server sends ready HTML, bypassing PHP routing. Dynamic areas (cart, authorization) are loaded via CBitrixComponent::setFrameMode(true) and AJAX. TTFB drops to 30–50 ms. But there are caveats: not all components are compatible, $APPLICATION->ShowPanel() breaks composite, and careful markup of <div id="bx-composite-..."> is required.

What to Check Before Installing a Marketplace Module?

Before installing a module from the marketplace, an audit is mandatory. We check: SQL queries without prepared statements (hello SQL injection), direct use of $_REQUEST without filtering, use of outdated kernel API instead of D7, conflicts with the composite cache module. A module with no updates for over a year and a few dozen installations is likely a problem on the next PHP update. A typical case: a module calls CIBlockElement::GetList with no cache reset — the site crashes with 5000 elements.

Migration to D7

When upgrading PHP or switching to a new edition — refactor outdated calls:

• CIBlockElement::GetList() → Bitrix\Iblock\Elements\ElementTable::getList()
• CSaleOrder::GetList() → Bitrix\Sale\Order::getList()
• CModule::IncludeModule() → Bitrix\Main\Loader::includeModule() Testing on staging, rollback via git on issues.

According to official 1C-Bitrix documentation, D7 ORM is the recommended tool for working with data, providing type safety and automatic query generation.

Comparison: Init.php vs Module

Module Development Scope and Cost

What is included in module development?

• Technical specification and architectural plan
• Code following PSR-4 and Bitrix code style
• Unit tests (PHPUnit) for business logic
• Integration tests for events and REST API
• Installation, configuration, and API documentation
• Repository and documentation access
• Administrator training for module usage
• 6-month warranty support

Estimated timelines and complexity:

Cost is calculated individually — contact us for a project estimate.

Module Testing

Unit tests via PHPUnit cover business logic: discount calculation, validation, document generation. Mocks for Bitrix\Main\Application::getConnection() allow tests to be DB-independent. Integration tests verify event handlers on a real database — OnAfterIBlockElementAdd, OnSaleOrderSaved, etc. REST API endpoints are tested via curl or PHPUnit HTTP client. Critical for modules working with b_sale_order, b_catalog_price — where errors cost money.

Compatibility is checked on PHP 7.4, 8.0, 8.1, 8.2 and editions: Standard, Small Business, Business. We check conflicts with popular marketplace modules — they often intercept the same events. Load testing: measurements on 10K, 100K, 1M records, profiling via Xdebug for memory leaks and N+1 queries.

Practical Examples

Campaign module for an electronics chain. The built-in sale module discounts did not cover scenarios like "2+1", a gift with purchase over a certain amount, or combined conditions. We built a visual builder: marketers create rules via drag-and-drop without development tickets. Campaign calendar, auto-deactivation via agents, analytics linked to b_sale_order — conversion, average check, usage count. Time to launch a new campaign dropped from two days to half an hour.

Calculator for builders. Parameters (area, materials, number of floors) → formula → preliminary estimate → lead to CRM via CRest::call('crm.lead.add'). Regional coefficients and seasonal markups from a Highload-block, material prices from 1C exchange. The number of target leads increased by a third: clients see a breakdown before calling a manager.

Booking for a hotel chain. Real-time availability via AJAX requests to a custom table vendor_booking_slots, seasonal tariff calculation, synchronization with Booking.com via channel manager API. Room locking on concurrent booking via SELECT ... FOR UPDATE in transactions. Timezones handled via \DateTimeZone — a guest from Vladivostok and a manager from Moscow see the same picture.

We will evaluate your project within one day. Write to us — we'll tell you what is included in turnkey development. Contact us for a consultation on your project. Order a custom module development — get a ready solution with documentation and support.