Bitrix24 Flows Setup: Auto-Distribution of Tasks
A tech support lead can waste up to 2 hours daily manually assigning tasks. Each request must be read, complexity assessed, and an executor chosen. As volume grows, error rates rise and load balancing suffers. One of our clients—a support team of 10 operators—initially had a 15-minute response time. After configuring Bitrix24 Flows with round-robin, response time dropped to 3 minutes, and the number of processed tickets increased by 75%. The automation paid for itself in two weeks. We set up Bitrix24 Flows turnkey: automatic task distribution, templates, metrics, and training. Over 5 years, we have completed more than 50 automation projects in tech support, design, accounting, and development. Get a free consultation—we will assess your process and propose a solution.
What are Flows and why are they needed?
Flows is a Bitrix24 module for automatic task routing. Instead of assigning to a specific person, the task setter sends the task to a flow. The flow determines the executor based on rules: queue, workload, competencies. Key elements:
- Flow — a channel for tasks of a certain type (e.g., "Tech Support" or "Design").
- Flow participants — employees who can receive tasks from this flow.
- Distribution rule — algorithm for selecting the executor.
- Flow supervisor — employee managing settings and reassignment.
According to the official Bitrix24 documentation, flows are especially effective for recurring tasks with multiple executors.
How to set up a flow: step-by-step
- Create a new flow — go to "Tasks → Flows" and click "Create flow".
- Set a name and description — specify the purpose (e.g., "Tech support requests").
- Add participants — select employees who will execute tasks from this flow.
- Choose a distribution method — round-robin, load-based, or manual. Define the flow supervisor.
- Configure the task template — fill default fields: deadlines, priority, checklist. The template speeds up task creation.
- Publish the flow — once created, the flow is available to task setters. They can send tasks via "Add task → To flow".
After setup, start a test period. Ask participants to complete a few tasks and check the metrics.
How to choose a distribution method?
| Method | Description | When to use |
|---|---|---|
| Round-robin | Tasks assigned to participants in a circle. | Homogeneous tasks with equal effort. |
| Load-based | Number of active tasks per participant considered. | Tasks with varying duration. |
| Manual distribution | Flow supervisor manually assigns the executor. | Tasks requiring skill assessment. |
The choice depends on team specifics. We help determine the optimal option during the audit phase. For example, for tech support with short tasks, round-robin is better; for development, load-based.
Why flows reduce task completion time?
One of our clients—a tech support department with 10 operators. Before flows, the lead manually assigned requests. Average response time was 15 minutes. After setting up round-robin, response time dropped to 3 minutes—5 times faster. Operators no longer waited for assignment, and the queue was evenly distributed. Daily tasks increased from 20 to 35. Operator workload balanced to 85%. Average completion time dropped from 4 hours to 2.5 hours. The customer saved 1,200,000 rubles per year on overtime.
Which metrics help evaluate flow effectiveness?
| Metric | Description | How to use |
|---|---|---|
| Average response time | Time from task entry to assignment | Assess distribution speed |
| Average completion time | From assignment to closure | Identify process bottlenecks |
| Tasks in queue | Current flow backlog | Plan resources |
| Participant workload | Tasks per participant | Balance load |
These metrics are available in Bitrix24 reports. We configure a monitoring dashboard to show key indicators at a glance.
When flows are especially useful: use cases
- Tech support: requests distributed among free operators — response time reduced by 30–50%.
- Design department: mockup requests go to the flow instead of personal messages to a designer.
- Accounting: document processing requests distributed among accountants.
- Development: bug reports enter a flow and are assigned to developers based on workload.
In each case, flows eliminate manual routing and make the process transparent.
What is included in our work
- Creating flows tailored to the company's business processes
- Selecting and configuring the distribution method for each flow
- Adding participants and assigning flow supervisors
- Developing task templates for typical requests
- Training task setters: how to send a task to a flow
- Training flow supervisors: monitoring the queue and metrics
- Technical documentation of the setup
We guarantee stable operation after setup. Our engineers have over 5 years of Bitrix24 experience and are certified specialists. Contact us for a consultation—we will discuss your project.
Timelines and pricing
Setup timelines range from 2 to 5 business days depending on complexity. Pricing is calculated individually after analyzing your processes. Get a free consultation—reach out to discuss your project.
For in-depth study, refer to the official Bitrix24 documentation on Flows.