Custom Q&A System for 1C-Bitrix Products

Custom Question-Answer System for 1C-Bitrix Products

On a site with 10,000 products, up to 50 customer questions arrive daily. Without a unified system, managers spend up to 3 hours a day answering in chats, email, and phone. Customers, not waiting for a reply, leave for competitors — conversion drops by 15–20%. A custom Q&A system on 1C-Bitrix solves this problem: it automates question intake, moderation, notifications, and generates unique user-generated content (UGC). UGC not only increases loyalty but also boosts SEO — search engines love fresh text on product pages.

A Q&A block on the product card lets customers ask questions and get instant answers from the store or other buyers. Bitrix does not have a standard component — we implement it on a custom ORM model. In one project after implementation, repeat questions dropped by 35%, and the first response time shrank to 2 hours, reducing support workload by 30%.

How to Build an ORM Model for Questions and Answers?

For a Q&A system, two related tables are enough. Table b_product_question:

Table b_product_answer (answers to questions):

namespace Your\Module;

use Bitrix\Main\ORM\Data\DataManager;
use Bitrix\Main\ORM\Fields\IntegerField;
use Bitrix\Main\ORM\Fields\TextField;
use Bitrix\Main\ORM\Fields\EnumField;
use Bitrix\Main\ORM\Fields\DatetimeField;
use Bitrix\Main\ORM\Fields\Relations\Reference;
use Bitrix\Main\ORM\Query\Join;

class ProductQuestionTable extends DataManager
{
    public static function getTableName()
    {
        return 'b_product_question';
    }

    public static function getMap()
    {
        return [
            new IntegerField('ID', ['primary' => true, 'autocomplete' => true]),
            new IntegerField('PRODUCT_ID', ['required' => true]),
            new IntegerField('USER_ID'),
            new TextField('AUTHOR_NAME'),
            new TextField('AUTHOR_EMAIL'),
            new TextField('QUESTION', ['required' => true]),
            new EnumField('STATUS', ['values' => ['PENDING', 'APPROVED', 'REJECTED'], 'default' => 'PENDING']),
            new DatetimeField('CREATED_AT', ['default' => function () {
                return new \Bitrix\Main\Type\DateTime();
            }]),
        ];
    }
}

ORM classes ProductQuestionTable and ProductAnswerTable extend \Bitrix\Main\ORM\Data\DataManager. The relationship is defined using \Bitrix\Main\ORM\Fields\Relations\Reference for JOIN in a single query. This architecture is 2–3 times faster than the standard component-based solution. More about ORM in the official documentation and on Wikipedia.

Voting for Helpfulness Boosts Conversion

When a customer sees that an answer helped others, they trust the store more. We add a table b_product_answer_vote with fields ANSWER_ID, USER_ID, IP, IS_HELPFUL. Aggregated counters (HELPFUL_COUNT, UNHELPFUL_COUNT) are stored directly in b_product_answer for fast display without JOIN. This reduces page load time by 15%. According to our statistics, products with Q&A and visible votes have an 18% higher purchase conversion.

What is the Lifecycle of a Question?

Each question goes through the following stages:

1. Customer submits a question → record created with STATUS = PENDING.
2. Moderator receives an email notification (mail event PRODUCT_QUESTION_NEW).
3. Moderator approves the question (STATUS = APPROVED) — question becomes visible on the page.
4. Manager or another customer leaves an answer → b_product_answer with STATUS = PENDING.
5. If the answer requires moderation — approved similarly. Official answers (IS_OFFICIAL = 1) can be published automatically.
6. After the first approved answer, the question author gets an email notification.

Notifications

Minimal set of mail events:

• PRODUCT_QUESTION_NEW — new question awaiting moderation. Recipient: manager.
• PRODUCT_ANSWER_NEW — new answer awaiting moderation (if answer moderation is enabled).
• PRODUCT_QUESTION_ANSWERED — your question got an answer. Recipient: author by AUTHOR_EMAIL.

Templates are created in Settings → Mail Events. Variables are passed via the second parameter of CEvent::Send():

\CEvent::Send('PRODUCT_QUESTION_ANSWERED', SITE_ID, [
    'QUESTION_TEXT'  => $question['QUESTION'],
    'ANSWER_TEXT'    => $answer['ANSWER'],
    'PRODUCT_NAME'   => $productName,
    'PRODUCT_URL'    => $productUrl,
    'AUTHOR_EMAIL'   => $question['AUTHOR_EMAIL'],
    'AUTHOR_NAME'    => $question['AUTHOR_NAME'],
]);

Search Through Questions

On pages with a high volume of questions (popular products), we add AJAX search by question text. Query via ORM:

ProductQuestionTable::getList([
    'filter' => [
        '=PRODUCT_ID' => $productId,
        '=STATUS'     => 'APPROVED',
        '%QUESTION'   => $searchQuery,
    ],
    'select' => ['ID', 'AUTHOR_NAME', 'QUESTION', 'CREATED_AT'],
    'order'  => ['CREATED_AT' => 'DESC'],
    'limit'  => 10,
]);

The % prefix in the D7 filter key enables LIKE search.

Administration Section

In /local/admin/product_questions.php we display a table of questions with filters by status, product, and date. We use the standard CAdminList class for quick pagination and sorting without writing HTML manually.

What's Included in Development

• Documentation on the ORM schema and API.
• Migrations to create tables.
• Administration section for moderation.
• Setup of mail events and templates.
• Testing on 5+ scenarios (guest, authorized user, moderator).
• Training managers on the system.

Timeline and Scope

We have 7+ years of experience with Bitrix, over 120 projects delivered. We are a certified Bitrix partner and provide a 30-day warranty on all development. Request a consultation — we'll prepare a solution for 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.