How to run customer support in Bubble

To run customer support inside Bubble, the simplest working setup is: create a Support Ticket data type, build one page where users submit tickets, another page where your team replies, and use backend workflows + email actions to notify both sides when new messages are created. This gives you a real help‑desk system fully inside Bubble without plugins or hacks.

Data Structure

You only need two data types:

• Support Ticket: fields: Title (text), Status (text), User (User), Messages (list of Message).
• Message: fields: Text (text), Author (User), Ticket (Support Ticket).

This structure mirrors how real support tools work and lets you have unlimited messages per ticket.

Submitting Tickets (User Side)

Create a page like "submit\_ticket". Add inputs for title + message. On button click:

• Workflow action: Create a new Support Ticket.
• Then Create a new Message linked to that ticket.

// Backend workflow example: send email to staff
Send email:
To: [email protected]
Subject: New Ticket Created
Body: Ticket ID: <ticket's unique id> // includes dynamic data

Handling Tickets (Admin Side)

Create a page "admin\_tickets". Add a repeating group showing all Support Tickets. When an admin clicks a ticket, show the list of Messages and an input to post a reply.

• Workflow: Create a Message with Author = Current User (admin).
• Update Ticket's Status (Ex: "Open", "In progress", "Resolved").

Notifications

• Email: Trigger backend workflow when a Message is created. If Author is admin → email the end user. If Author is user → email staff.
• Optional SMS using Twilio: call via API Connector.

// Twilio SMS example payload (API Connector)
To=+15551234567
From=+15559876543
Body=Your support ticket was updated!

Privacy Rules

• Support Ticket: When Current User is Ticket's User → allow view.
• Messages: same rule; prevent users from seeing other users’ tickets.
• Admins: create a field “is\_admin” on User and allow full access if yes.

This is crucial; without these rules, users can see others’ tickets.

Optional: Internal Notes

Add a field to Message: Is Internal (yes/no). Hide internal messages on the user page, show only to admins on the admin page.