How to build a support ticket workflow for customer requests

Turn customer messages into organized, trackable tickets

In this guide, you’ll build a support ticket workflow that handles incoming customer requests from submission to resolution, automatically. You’ll collect requests through a form, assign them to agents based on rules, send automated updates, and track ticket statuses in a live dashboard.
📘 Learn more: Create your first form, app, or portal in a flash

Step 1 — Create your support request form

Start from your workspace and click + New → Form. You can start from scratch or choose the Ticketing App or Customer Support Form template from the Template gallery.

Or use Magic Create, type something like: “A support form that assigns tickets to agents automatically and tracks their status.”

Why this matters: every support interaction starts here. Collecting requests cleanly ensures faster, better responses.
📘 Learn more: How to create a form

Step 2 — Add essential ticket fields

Include all the details needed for your team to triage and resolve tickets efficiently:

• Name and email
  
  
• Issue category (dropdown: Billing, Technical, Account, Other)
  
  
• Priority level (Low, Medium, High)
  
  
• Issue description (long text)
  
  
• Attachment (file upload for screenshots or documents)
  
  
• Ticket status (Admin-only field: New, Assigned, In progress, Resolved)
  
  

📘 Learn more: Form editor and field types

Step 3 — Add logic for ticket routing

Go to Settings → Advanced logic and create rules that automatically assign tickets based on conditions.

Examples:

• If Category = Billing → Assign to Agent A
  
  
• If Category = Technical → Assign to Agent B
  
  
• If Priority = High → Notify Manager instantly
  
  

Why this matters: automation reduces manual sorting and ensures no ticket gets lost.
📘 Learn more: How to add advanced logic to your form

Step 4 — Set up status tracking and escalation

Use on-update logic so your ticket’s status changes automatically as agents handle it.

Examples:

• When assigned → Status = In progress
  
  
• When resolved → Send closing email + mark as Resolved
  
  
• If not updated after 48h → Escalate to supervisor
  
  

📘 Learn more: What is on-update logic and how it works

Step 5 — Automate notifications and replies

Open Settings → Advanced logic or notify tab to set up automated communication:

• Notify your support team when a new ticket arrives.
  
  
• Auto-reply to customers confirming receipt, including their ticket ID.
  
  
• Send resolution updates automatically when a ticket is marked “Resolved.”
  
  

💡 Pro tip: Personalize emails using field IDs like @name, @ticket_id, and @status.
📘 Learn more: How to send and receive conditional email notifications

Step 6 — Build your internal ticket management portal

From your project, create a Portal. Add pages for each ticket stage:

• All tickets (table view for overview)
  
  
• New / Unassigned
  
  
• In progress
  
  
• Resolved tickets
  
  

Restrict access by role:

• Agents can view and update their assigned tickets.
  
  
• Managers can see all tickets and metrics.
  📘 Learn more: How to create a portal and manage users’ access
  
  

Step 7 — Visualize tickets in your dashboard

Open Results → Responses to view and manage incoming tickets.
Add visual blocks like:

• Table view with filters for agent or status
  
  
• Kanban view grouped by Status for easy tracking
  
  
• Charts to see total tickets, resolution time, or satisfaction scores
  
  

📘 Learn more: How to create a Kanban board

Step 8 — Allow customers to check their ticket status

You can add a customer portal page where logged-in users can:

• View their submitted tickets
  
  
• See progress or updates
  
  
• Add comments or attachments
  📘 Learn more: How to let users view and edit their own data in your portal
  
  

Step 9 — Enhance support insights with AI

Activate Formaloo’s AI Analyze and AI Email Assistant to streamline your workflow:

• Summarize ticket trends automatically (e.g., “Most issues this month: billing access”)
  
  
• Generate polite, personalized responses for common inquiries
  
  
• Detect recurring pain points for proactive improvement
  📘 Learn more: Uncover insights and trends in your data with AI Analyze
  
  

Pro tips

• Use linked rows to connect tickets with customer profiles or product databases.
  
  
• Turn frequent requests into knowledge base articles and link them in emails.
  
  
• Add a satisfaction survey at the end of each resolved ticket.
  📘 Learn more: What are linked rows and how to use them
  
  

Example scenario

A customer submits a Technical Issue ticket. Formaloo auto-assigns it to Agent B, changes the status to In progress, and emails the customer with their ticket ID. Once resolved, an automated email with a satisfaction survey is sent, and the dashboard updates in real time.
📘 Learn more: How to create a ticketing app

FAQ

1. Can multiple agents collaborate on one ticket?
   Yes, use a multi-choice “Assigned to” field and enable role-based editing inside your portal.
2. Can customers update their requests?
   Yes, allow them to log in and edit their own records securely.
3. Can I measure response and resolution time?
   Absolutely, use table columns like created and updated by.
   
   

Your support workflow is live, now delight your customers

You’ve built a full ticketing system with automation, dashboards, and role-based collaboration, all without coding. Keep refining rules, tracking trends, and using AI to make support faster and more personal.
📘 Learn more: Build personalized and time-saving flows with logic, automations, and AI

Last updated October 2025