TaskRobin Blog

Notion for Customer Support Management

Notion is one of the fastest growing project management tools in the last two years. Many business owners and professionals have switched to Notion to manage their businesses.

Why? Simply because Notion is really flexible. It offers a structured system that can be easily navigated to organise not just your professional work, but also personal thoughts, travel plans, shopping list etc.

Though Notion is a powerful tool, there is a rather steep learning curve. The reason for the learning curve is also what we love it for - it’s flexibility. Truly, Notion’s modular management system is a double-edged sword. If you want to create your Notion templates or systems from scratch, you must know how each elements work. But today, we will share with you a free template that we have built to help you manage your customer support tickets and perform root cause analysis to improve your business processes.

TaskRobin Customer Support Hub

You can get TaskRobin’s Customer Support Hub Notion template for free here. If you like our template, please consider giving it a good rating!

Now, let’s have a walk through on how to utilise this template to improve your customer response process.

This Notion template is for you if you handle a lot of customer support requests via email. The first step is to log your customer’s service requests to the Notion dashboard. This is where TaskRobin’s Notion email integration comes in handy. You can setup TaskRobin and you can automatically save your emails to the Notion database by forwarding them to your private TaskRobin inbox. You can even tag your emails in Notion as you forward them via TaskRobin. Otherwise, you can manually copy and paste your emails into the ‘Emails in Notion’ database.

Now we have our emails in Notion. We are going to use the Customer Support Dashboard in the template section. We have included a few sample priority tags in the first section.

Urgent and Todo Customer Requests

Here, you can freely customise to show the highest priority customer requests that came in as emails. It is by default showing emails tagged with #Urgent and #Todo, but you can easily change that by selecting which groups to show or hide in this view.

After that, you can find the latest support tickets received and the ones tagged with follow up required. You can only set the “To Follow Up” status manually in Notion so use this as a way to remind yourself to respond to or act on something later on.

Moving on to the Analytics Dashboard now, you will find all your support tickets in Notion appearing here to let you perform some analysis to find out the frequency of issues and which root cause you should tackle first.

Customer Requests Root Cause Analysis

First, you will need to assign a root cause category to each of the resolved support emails. By default, we have created 3 existing categories namely “Human Error”, “Irresponsive Website” and “Partner Issues”. Of course, you can easily create new ones with the “+” button in the drop down.

Customer Requests Root Cause Categories

For each of the root cause categories you created, you can assign a severity level to it and the template will automatically tally the number of incidents related to this category in the lower part of the Analytics Dashboard. If you open the root cause category page, you can also see the details of the related incidents tagged with this category should you need to refer back to them.

Customer Requests Root Cause Category Page Details

That’s it! You now have a pipeline to manage and respond to your customer support requests and or issues, and also perform a high level root cause analysis so you can continuously improve your systems and processes to delight your customers!