Support tickets and SLA tracking in one governed system
An AI data and infrastructure company runs support ticketing, project intake, and SLA reporting through Airtable. Requesters submit forms that create tickets, records pull enriching data through API calls, and a business intelligence integration turns raw ticket data into SLA and maintenance reporting. Support and Operations replaced spreadsheet tracking they described as unmanageable with a system built for faster communication and less manual work.
The problem
Support and Operations tracked tickets, projects, and SLA commitments in Google Sheets that the team itself called a disaster. Updates depended on manual messaging, ticket status lived in inboxes rather than a shared system, and infrastructure maintenance schedules were scattered across whichever document someone happened to be editing that week.
As ticket volume grew across four teams, ownership became fragmented. Nobody could see which tickets were breaching SLA without opening several spreadsheets, and slow-loading sheets made even that manual check painful before the team optimized the underlying structure.
What they built
The team built a form-based intake system in Airtable: requesters submit a form that creates a ticket record and routes it to the right team automatically. Each ticket pulls enriching data through API calls, and a business intelligence integration feeds calculations back into the base for reporting.
SLA reporting and infrastructure maintenance tracking now live in the same system as the tickets they measure, with Slack automations replacing the manual messaging that used to keep requesters updated on status changes.
The outcome
Support, Operations, IT, and Legal now work from a single ticketing and SLA system instead of a spreadsheet every team dreaded opening. Communication is faster because status updates flow through automation instead of manual pings.
The builder who owns the base has become self-sufficient, extending automations and reporting without waiting on outside help, and ticket navigation improved enough that the team no longer treats the tool as a workaround.
Inside the solution
Support Ticketing, Project Intake, and SLA Reporting
Customer Success & Service Operations
- Form-based ticket submission and routing
- API data pulls to enrich ticket records
- Business intelligence integration for calculations and reporting
- SLA reporting and maintenance tracking
- Slack automations to reduce manual messaging
- Spreadsheet tracking the team called unmanageable
- Manual messaging and email-based ticket updates
- Slow-loading sheets before the base was optimized
- Fragmented ownership and poor visibility across teams
- Faster communication and reduced manual work
- Improved navigation and ticket routing
- Consolidated SLA and infrastructure tracking
- A self-sufficient builder extending automations independently
- Support
- Operations
- IT
- Legal
- Business intelligence reporting tool
- Slack
- API-based data pulls
Support ticketing, project intake, and SLA reporting
Route every support ticket, project intake request, and maintenance window through one governed system: submissions land pre-triaged with SLA targets, team queues, and breach status calculated automatically. Built-in automations enrich new tickets, notify requesters the moment work is resolved, and deliver a weekly SLA breach digest so nobody chases status updates by hand.
From spreadsheet chaos to a governed ticket system
Copy the templates
Wire the routing
Add reporting and alerts
FAQ
Frequently asked questions
A form-based Airtable system where every ticket is a record with routing, enrichment, and SLA fields, instead of a spreadsheet the team described as a disaster to maintain.
New tickets pull additional data through API calls at creation time, so the person handling the ticket sees context immediately instead of chasing it down manually.
A business intelligence integration reads ticket and timing data from the base and turns it into SLA and maintenance reporting, keeping the source data and the reporting layer connected.
Slack automations now post status changes automatically, so requesters and teams get updates without someone manually drafting a message for every ticket.
Not directly. The value here comes from structured intake, routing, and reporting; the same ticket and SLA data is exactly the kind of structured foundation AI-assisted triage would build on next.