Managing customer support tickets efficiently is crucial for improving service quality. Creating a separate admin portal for tracking and organizing support tickets enhances productivity and ensures smooth communication between the admin team and customers.
This separate panel allows admins to manage tickets using Kanban boards and table views, making it easier to prioritize, assign, and track progress.
Meanwhile, customers interact with a dedicated portal to submit and follow up on their tickets, keeping the admin workspace uncluttered and focused.
Benefits of having a separate admin portal
By having a separate portal for ticket management, admins can:
Organize and prioritize tickets without overwhelming the customer-facing portal.
Track ticket progress in real-time using Kanban boards.
Collaborate with team members by assigning tickets or tagging relevant team members. This separation ensures that customers only see their own ticket data, while admins have a complete overview of all tickets, leading to faster resolutions and improved service.
📝 Additional insights:
Here’s a step-by-step guide on how to create an admin portal linked to a support ticket portal.
Step 1: Create a new app
To create the admin portal from scratch, follow these steps:
Open the dashboard and click + New Formaloo to start a new app.
On the opened page, delete unused pages and add new ones or rename existing pages to fit your needs.
Step 2: Set up pages for ticket management
In our template linked to the support ticket portal, we have two main pages:
All tickets: This page shows a table view of the support ticket form, displaying all tickets submitted by users.
Ticket status: This page presents a Kanban view of the tickets, helping admins manage the status of each ticket.
To set this up manually:
Create a Table view and Kanban view for your pages.
Connect these views to the related support ticket form data by selecting the base (the name of the form that collects ticket information).
Step 3: Customize your ticket management views
To further enhance ticket management:
Use filters to display only specific types of tickets in the table view or Kanban board from the settings of each one.
Add tags to tickets to assign them to team members or to categorize them. For example, create a tag for different team members or departments to ensure that tickets are handled by the appropriate person.
⭐ Note:
Make sure both portals are connected by ensuring they use the same base for ticket data. This way, any updates or changes made by the admin will reflect on the customer portal, and vice versa.
Customers will be able to log in to their support portal to track their ticket status, while admins manage everything on their separate admin panel.
Pro Tip 💡
To assign tickets to team members and manage access:
Add team members to your workspace and set their permissions (e.g., full access to edit or update tickets).
To assign tickets to the team members, there are 2 ways; This allows you to assign multiple people to a single ticket and keep everything organized:
In the support ticket form, add a multi-choice field (e.g., "Assignee") and make it admin-only. Populate it with the names of team members to easily assign them to tickets.
Use the Kanban or table view to assign tickets by selecting team members via by adding their names as tags.
📝 Additional insights:
When you invite your team members to the workspace, they will only access any folder or formaloo if you share access with them.