In this tutorial, you will learn how to setup a customer support flow for a multi-person support team.
What you'll need
Estimated time to complete
- 45 mins
In Airtable, create a new base and table. The first table will be called 'Support Tickets.' Create two more tables: Makerpad Support Team & Issues, respectively. Create the following columns:
- Ticket Number (autonumber)
- From Name (single line text)
- From Email Address (email)
- Subject (single line text)
- Message (long text)
- Submitted on (created on)
- Category (single select: Bug Report, Tutorial Support, Feature Request, Membership)
- Status (single select: Open, Engaged, Completed)
- Priority (single select: Low, Normal, High, Critical)
- Makerpad Support Team (Link to Makerpad support team)
- Notes (long text)
- Attachments (attachment)
- Issues (link to Issues)
In the second table insert team member names in the first column. In the third table (Issues) add:
- Priority (single select)
- Status (single select)
- Category (single select)
Add a Form view from the Support Tickets view called Contact Us.
Add Name, Email, Category, Subject, and Message.
Embed the form on your site by clicking 'Share form' and selecting '< > embed this form on your site.' (Copy the embed code and paste it on your site).
Create one more view (Gallery) under the Support Tickets table. Click 'Customize Cards' to edit how support tickets appear.
Log into Zapier and create a zap between Airtable and Email by Zapier. The trigger event in Airtable will be 'New Record in View.'
The action event for Email by Zapier will be 'Send Outbound Email.'
To should be mapped to whatever email address you are receiving support inquiries.
Subject should be linked to the Subject column in your Airtable. You can modify the Body to your preferences but in this case we have included From Name, Message, Category, and Ticket Number. From Name should be linked to the Airtable From Name column. Reply To should be linked to the From Email Address column. You're now ready to turn your zap on.
I hope you enjoy this tutorial preview, if you have any questions please reach out on Twitter @amiedelisa or @makerpad.
For access to this full tutorial please head over to https://www.makerpad.co