Helpdesk spreadsheet template. Free, and ready to become an app.
One workbook for a small support desk: every ticket with its subject, customer, category, priority, status, agent and dates, the customers who raise them, the agents who work them, and a knowledge base of the articles that answer the common ones. Download it free. When customers should submit and follow their own tickets and agents need to see only their queue, describe the same structure to Tadabase AI and it builds the ticketing app, with each customer seeing only their own tickets.
Excel · Google Sheets · Numbers · 5 sheets
Rather have it as an app? Describe it — we’ll build it now.
Same structure as the spreadsheet, plus logins, roles and workflows. Free to start.
5 sheets, already linked by ID.
Each sheet is one kind of record. The ID columns are how the sheets point at each other, and they are the same links the app version turns into real relationships.
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Tickets
One row per ticket: the subject, the customer by Customer ID, a category such as Login Issues or Billing, a priority of High, Medium or Low, a status, the agent it is assigned to, and when it was submitted and last updated.
Ticket ID · Subject · Customer ID · Category · Priority · Status · Assigned To · Date Submitted · Last Updated
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Customers
Everyone who raises tickets, with their email, phone, company and a count of their tickets.
Customer ID · Name · Email · Phone · Company · Total Tickets
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Agents
The support team, with each agent's email, phone, role (Support Agent or Support Lead, for example) and whether they are available.
Agent ID · Name · Email · Phone · Role · Availability
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Knowledge Base
The help articles you point customers to, such as how to reset a password, with a category, author, publish date and view count.
Article ID · Title · Category · Author · Date Published · Views
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Reports
A log of the reports you produce, such as ticket resolution time and customer satisfaction.
Report ID · Type · Generated By · Generated On · Details
Fine for one person. Hard for a team.
Where the spreadsheet starts to cost you time once more people depend on it.
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A ticket never closes
The Status list offers Open and In Progress only, and there is no column for when a ticket was resolved. Resolution time, the first report on the Reports sheet, cannot be worked out from the data the sheet holds.
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The counts are typed, not counted
Total Tickets on the Customers sheet is a number someone enters, and Assigned To holds an agent's name rather than their Agent ID. Both drift the moment a ticket is added or an agent is renamed.
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Customers cannot raise or follow a ticket
Every ticket is typed in by your team, and a customer asking "where is my ticket?" gets an answer only by email. Sharing the file would show them every other customer's tickets too.
Same structure, with logins and automations.
Start from a real prompt, change anything that doesn’t fit, then build it.
Loads this prompt into the prompt box- Helpdesk ticketing app A helpdesk ticketing app with customers, agents, tickets, ticket comments and knowledge base articles. Customers log in, submit a ticket with a subject, category, priority and description, and see only their own tickets and the replies on them. Agents see the tickets assigned to them and can comment, reassign and change the status (Open, In Progress, Waiting on Customer, Resolved, Closed). When a ticket is resolved, record the date and time. Each customer shows a count of their open tickets. Support leads see every ticket and a dashboard of open tickets by priority and agent and the average time to resolve. Email the customer whenever the status changes.
- Ticket escalation workflow A ticket escalation workflow — every ticket has a priority and a due time based on it (High 4 hours, Medium 1 day, Low 3 days); each hour, tickets past their due time that are not Resolved are flagged as overdue and their agent and the support lead get an email; and each ticket shows when it was escalated and by whom.
- Internal IT request desk An internal IT request desk — employees log in and submit requests for access, hardware or software, with a category and a business reason; their manager approves or rejects each request; approved requests go to the IT queue and are assigned to an IT agent; employees see only their own requests and their status; and IT sees a dashboard of open requests by category.
Starting from Helpdesk ticketing app
Opens the builder with your prompt. Free for 14 days, no card needed.
Questions about this template.
Is the spreadsheet template really free?
Yes. It is a normal .xlsx file that opens in Excel, Google Sheets or Numbers. No sign-up is needed to download it.
Can customers submit and track their own tickets?
Not in the spreadsheet. In the app, yes: the AI sets up a customer role that can submit a ticket and see only their own tickets and the replies on them, an agent role that sees the tickets assigned to them and a lead role that sees everything. That rule is enforced on the server for every record, not by hiding rows.
Can the app track resolution time?
Yes. The app records when a ticket is resolved, so the time from submitted to resolved is calculated for every ticket rather than estimated afterwards, and a dashboard can average it by agent, category or priority.
Can I bring the data I already have in the spreadsheet?
Yes. Once the app is built, import each sheet into the matching table from a CSV or Excel file. The importer maps your columns to the fields and shows any row it could not bring in, and why.
When should I move from the spreadsheet to an app?
When more than one person edits it, when someone outside your team needs to see part of it, or when you start copying rows between tabs by hand. Those are the points where a spreadsheet starts losing data quietly.
Keep the structure. Lose the copy-paste.
Describe the app the spreadsheet was trying to be. Tadabase AI builds it with real logins, roles and workflows, and you can try it free for 14 days.
- 14-day free trial, no card
- Unlimited app users
- Live on your own domain