Guides › Customer Support
Turn support requests into an organised to-do list
A simple online help form that drops every request into a spreadsheet with a status column, plus email alerts when a new one arrives.
When to use it
Runs every time someone submits the form
Step by step
Design the form with AI
Ask your AI assistant to suggest the questions so you get what you need first time.
Prompt to copyI'm making a customer support request form for [business type]. Suggest 5 to 7 questions that would let me solve most problems without emailing back. For each: the exact question wording, the best answer type (short answer, paragraph, dropdown, multiple choice, file upload) and dropdown options where relevant. Include a question on urgency. Keep it quick to fill in on a phone, and only ask for personal details I truly need.Build it in Google Forms
Create a new form, add the questions, and add one line at the top saying how you'll use their details and how fast you reply.
Link it to a sheet and turn on alerts
In the form's Responses tab, link it to a new Google Sheet. In the same tab's menu, turn on email notifications for new responses.
Add tracking columns
In the sheet, add columns for Status (New, In progress, Done) and Owner, using a dropdown. Use Format, then Conditional formatting, to colour urgent requests red.
Share the link
Put the form link in your email signature, website contact page and WhatsApp away message.
What you get
Row 23: 14/05 10:12 | Order issue | Urgency: High | 'Parcel says delivered but not here' | Status: New | Owner: Tom. Row 24: 14/05 11:40 | Product question | Low | 'Is the large bag waterproof?' | Status: Done | Owner: Ana.
Tips
- Microsoft Forms and Excel can do the same if your business uses Microsoft 365.
- Only share the sheet with people who need it, because it holds customers' contact details.