Customer support template
A customer support app for service teams. Create tickets, assign priorities and owners, log conversations, and resolve or reopen requests with their history intact.
What is this support resolution template?
Relay connects customer records to a ticket queue and a dedicated workspace for each request. Coordinators set the owner, queue, priority, and calendar-date response target. Staff log internal notes, customer responses, and manual agent replies before resolving the ticket with a summary. Reopening preserves earlier conversations and resolution history. The built pilot uses ToolJet Database and fictional records; deployment and download await package and clean-install validation.
- Screens
- 4 connected pages
- Data source
- ToolJet Database
- Language
- English
- Appearance
- Light + dark
Built for Customer operations teams coordinating support requests and manually recording conversations from other channels.
Support resolution from start to finish.
A customer support app for service teams. Create tickets, assign priorities and owners, log conversations, and resolve or reopen requests with their history intact.
- Overview
See the next requests to move forward
Review open workload, overdue target dates, and queue balance, then open the ticket queue.
- Tickets
Capture and assign a request
Create a ticket with customer, subject, details, priority, queue, owner, and a response target date.
- Ticket workspace
Keep the response and resolution in context
Log conversations, change routing or working status, and resolve with a summary after recording an agent reply. Reopen when more work is needed.
- Customers
Maintain support contact details
Add customers with contact information and support tier. Edit contact details as relationships change.
What does the template cover?
A queue with clear response targets
Review unresolved requests, those past their target date, the next four tickets by target, and workload by General, Technical, or Billing queue.
Ticket intake and practical triage
Create a unique ticket reference linked to a customer, then manage owner, priority, queue, response target, and working status.
Conversation context that stays with the request
Record internal notes, customer responses, and manual agent replies with author and timestamp. These are records of conversations held elsewhere, not sent messages.
Resolution and reopening with history
Resolve only after a manual agent reply has been recorded, with a required resolution summary. Reopen when needed without losing the prior conversation and decisions.
ToolJet Database with sample data
The pilot uses 2 tables with fictional records. No external database is needed to explore the source app.
| Table | Sample data | What it stores |
|---|---|---|
| Customers | 4 sample customers | Customer name, contact person, email, and support tier. |
| Tickets | 8 sample tickets | Request details, queue, priority, owner, target date, conversation records, and resolution history. |
The app does not send email, provide a customer portal, import conversations, or integrate with messaging systems. Response targets are manually chosen calendar dates, not an automated business-hours SLA. Support tiers are descriptive and do not enforce service policies. Reopen a detail record from Tickets after reloading. This English desktop pilot reads up to 1,000 rows per table; larger datasets need pagination. Access policies, package export, and clean installation remain unverified.
Make it yours with AI.
This design is a starting point. Describe the look you want, add your logo and brand colors, or ask for new features in a prompt. Use the starter prompt to build your own version in the ToolJet AI builder, or use a suggested prompt to modify an app you already have. Review and test the result.
Suggested prompts describe changes you can request. Additional features and translations still need to be built and tested.
How to use this template.
Add it to your workspace
Choose ToolJet Cloud, or download the application package to import into your self-hosted instance once the template is released.
Start with the included database
Explore the sample records in ToolJet Database, then add your records and configure the workflow for your team.
Make it work your way
Describe your preferred design, branding, and new features in the AI builder. Test your workflow, then share your app with the people who need it.
Template FAQs
What does the customer support template include?
Relay includes ticket intake, routing, ownership, manual conversation records, resolution, reopening, and a customer directory across four pages.
Does logging an agent reply send a message?
No. It records a reply sent through another channel. The pilot has no email delivery, chat integration, or customer-facing portal.
How are response targets calculated?
The coordinator enters a calendar date. The overview highlights unresolved tickets whose date has passed. Business-hour calendars, automatic SLA rules, and tier-based enforcement are not included.
Can a resolved ticket be reopened?
Yes. Reopen with a reason to resume work. The earlier conversation and resolution decisions stay in history.
Can I change the design, branding, or features with AI?
Yes. Use the starter prompt or ask the ToolJet AI builder to adapt Relay with your logo, colors, preferred layout, fields, and workflow. Suggested prompts describe extensions to build and test.
Which database and languages are included?
The pilot uses ToolJet Database and fictional sample data. It is in English with light and dark appearances. Other languages and right-to-left layouts need implementation and testing.
Can I deploy or download Relay?
Public deployment and download remain disabled until the importable package and clean installation have been validated.
Expense reimbursement
Receive individual expense claims, review receipt references against saved per-expense limits, and record approval or reimbursement.
Security exception management
Track time-limited security exceptions with a risk owner, compensating controls, recorded assessment and remediation evidence.
Employee probation reviews
Coordinate employee probation reviews using role-specific periods, manager feedback, competency scores and documented confirmation or extension decisions.