How to build a helpdesk app in Bubble

In the Data tab, create these Data Types: (1) Ticket — fields: subject (text), description (text), customer (User), assigned_agent (User), status (Option Set: TicketStatus — Open/InProgress/Resolved/Closed), priority (Option Set: Priority — Low/Medium/High/Urgent), category (Option Set: TicketCategory), created_date (date), resolved_date (date), sla_deadline (date). (2) TicketMessage — fields: ticket (Ticket), sender (User), message (text), is_internal_note (yes/no). (3) KnowledgeBase — fields: title (text), content (text), category (Option Set: TicketCategory), view_count (number). (4) SatisfactionRating — fields: ticket (Ticket), rating (number 1-5), comment (text). Create Option Sets for TicketStatus, Priority, and TicketCategory with relevant options.

Create a 'submit-ticket' page. Add a form group containing: a Text Input for subject, a Multiline Input for description, a Dropdown for category (data source: Option Set TicketCategory), and a File Uploader for attachments. Add a Submit button. The workflow on Submit: (1) Create a new Ticket with customer = Current User, status = Open, priority = Medium (default), created_date = Current date/time, and sla_deadline = Current date/time + 24 hours (for standard SLA). (2) Send a confirmation email to the customer. (3) Navigate to a 'ticket-detail' page showing the created ticket.

Create an 'agent-dashboard' page (visible only when Current User's role is Agent or Admin). Add a Repeating Group showing open tickets: Do a Search for Tickets with constraints: status is not Closed, sorted by priority (Urgent first) then created_date (oldest first). In each cell, display the ticket subject, customer name, priority (with color coding using Conditionals — red for Urgent, orange for High, yellow for Medium, green for Low), time since creation, and SLA status. Add filter dropdowns above the Repeating Group for status, priority, category, and assigned agent. Add a tab for 'My Tickets' filtered to assigned_agent = Current User.

When a new ticket is created, use a backend workflow to assign it automatically. The logic: Do a Search for Users where role = Agent, sorted by active_ticket_count ascending (a computed field), and pick the first item. This implements round-robin load balancing — the agent with the fewest open tickets gets the next one. Update the Ticket's assigned_agent field and increment the agent's active_ticket_count. Send a notification to the assigned agent. For manual reassignment, add a dropdown on the ticket detail page listing all agents, with a workflow that changes assigned_agent and sends a notification.

Each ticket has an sla_deadline field set at creation based on priority (Urgent: 4 hours, High: 8 hours, Medium: 24 hours, Low: 48 hours). Create a scheduled backend workflow that runs every 15 minutes, searching for Tickets where status is not Resolved, status is not Closed, and sla_deadline is less than Current date/time. For each overdue ticket, change the priority to the next level up (Medium → High, High → Urgent), send an alert email to the team lead, and add an internal note to the TicketMessage thread. On the agent dashboard, add a Conditional on each ticket cell: when sla_deadline is less than Current date/time + 1 hour, show a red warning icon.

When an agent changes a Ticket status to Resolved, trigger a workflow that sends an email to the customer with a link to a satisfaction survey page. The survey page (type = Ticket) displays: a rating selector (1-5 stars using clickable icons with a custom state for the selected rating), a comment textarea, and a Submit button. The Submit workflow creates a SatisfactionRating record linked to the ticket. On the agent dashboard, add a metrics section showing average satisfaction score (from a stored computed field updated after each rating) and recent feedback. This data helps identify top performers and areas for improvement.