How to build a customer support system with Airtable

Tools included

Experience: Beginner

For those who want to:

  • Allow customers to submit support tickets
  • Track bug reports
  • Prioritize product roadmaps

Time to complete:

Inspired by Boxy Suite's setup of a customer support system with $0 and no code, our Creator in Residence Sara has built a tool-path to show you how you can do exactly the same.

With the videos in this tool-path, you'll learn how to use Airtable and Zapier to;

  • Customize a powerful Airtable template to use as the base of your support system
  • Link certain Airtable fields to assign and track support tickets
  • Set up multiple views across your Airtable base to sort and prioritize data
  • Set up forms and connect them to your system
  • Set up automated emails to notify your team and customers

Read more about Boxy Suite and how they built their customer support system here.

What will you learn?

Set up a customer support template in AirtableStart now ⭢

Thanks to Airtable's robust template gallery, you don't have to reinvent the wheel. There is likely a template that has already been created to match your use case. In this tutorial, we show you how to get out of the blocks fast using the Bug Tracker template.

To complete the steps in this video, you'll need an Airtable account. Under the Templates tab, search for Bug Tracker template (or click the link above) and click 'Use template'.

How to create linked fields in AirtableStart now ⭢

For a customer support system, you can use Airtable's linked fields to;

  • Link incoming customer support tickets to certain product features
  • Assign tickets to team members
  • Attach tickets to a bug report to keep track of which bugs your customers seem to be running into the most

No matter which table you are in within your base, this feature allows you to have a single source of truth. In this tutorial, we'll walk you through the steps to get this set up.

How to set up multiple views in AirtableStart now ⭢

This tutorial shows you how to easily customize the Bug Tracker template pre-populated 'views' to give your customer support system more power.

By creating multiple views, your team can look at specific data without being overwhelmed. Individuals can view their assigned support tickets, your team can focus on open tickets, or tickets around a certain problem.

Creating, customizing and pre-filling forms in AirtableStart now ⭢

Forms are the first step for your customers or users in getting the support they need. In this tutorial, we guide you through customizing Airtable's Bug Tracker form, and pre-filling form fields. These steps allow you to send confirmation and follow-up emails to people who submit tickets.

How to send automated emails for customer support tickets with ZapierStart now ⭢

Setting up an automated email system allows your entire team to get notified in real time when a customer is submitting an issue.

With this tutorial, you'll learn how to set up the email and copy in the requesting customer to let them know you're working on their issue.

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