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if you could clarify, what is the difference between "handling questions" and "answering incidents"?

sorry, my English is not quite perfect. In detail, it is about truck drivers having problems (is not unloaded / is late) and report them to the dispatchers. At the moment, this is done mainly by email and is very chaotic (because several hundred truck drivers). We are in the process of managing parts of the company with Airtable and Stacker and would like to integrate this part into it. Driver sends problem - dispatcher answers or sends a query in response - driver answers again - dispatcher clarifies and closes case. I hope this is a bit more understandable. Thanks a lot!

sounds like a standard ticketing system to me. perhaps a bit more chat-like, in order to make it faster. that said, i'm curious myself how would others suggest to build this. i'd say stacker is not really optimal for such thing, though (since it provides user-friendly options to manupulate text fields embedded in a record), it could technically be possible.

Hi Kevin, One option could be to have a table of Deliveries and on each Record (or truck delivery) use a Status update using an action button that Truck drivers could press saying: “Delivered” or “Late” that the Dispatch can then see and using the Activity Tab would be able to reach out to truck drivers to ask questions if needed. You can also use an intercom integration to have live chat with your users.

Are there any screenshots to see how the integration of Intercom looks like on the Stacker interface ?

Hi Kevin, It should look like the Intercom widget we use on Stacker for customers (such as yourself) to reach out to our support team!

thank you

Hi there! Sorry if this is too late ... I just happened to see your question. We actually set up a support ticket system using Airtable + Stacker. We needed something custom that we could link to existing resources and directories housed in Airtable. Basically, we can have a table with "incidents" and a form that gets filled out (type - request/troubleshooting/incident, details, staff member reporting the incident - staff populate from a linked table and you could set this up to auto-populate using Stacker's "created by" setting). When the form is submitted, the record (or incident) goes to "processing" where another staff member reviews the ticket and assigns it to the right person (also pulled from our staff directory that has names, emails, etc.). The assignee gets a notification via automation. They can update the status to "needs attention" then use Stacker's activity feature to tag the original staff member about the ticket and ask follow up questions. When the issue is finally resolved, the assignee writes up the response (in a field for recording purposes) and marks the ticket "done." The staff member who submitted the ticket gets an auto-email that the ticket has been resolved and a copy of the response. We have a couple other features set up - like notifications when the ticket hasn't been resolved after 3 days, the ability to rate responses, etc. It's really handy for pulling reports and grouping data! If you need more info, please let me know ...