Notion for Customer Support: Save and Manage Support Emails

If you're a small team handling customer support through email, you don't necessarily need a full helpdesk tool. Notion can work as a lightweight ticketing system — especially when you connect it to your support inbox.

Why Use Notion for Support?

• You already use it — No new tool to learn
• It's flexible — Design your ticket system exactly how you want
• It's collaborative — Assign tickets to team members, add internal notes
• It's visual — Board views, timeline views, and filters
• It's free (or cheap) — Notion's free plan handles basic support needs

Setting Up a Support Database

Create a Notion database for support tickets:

Connecting Your Support Email

Auto-Forward Everything

The simplest setup: forward all emails to your support address into Notion.

1. Create a Quicktion destination pointing to your Support database
2. In your email provider, set up auto-forwarding for your support address (e.g., support@yourcompany.com) to your Quicktion address
3. Every incoming support email becomes a new ticket in Notion

Selective Forwarding

If your support address gets a lot of noise (spam, auto-replies, newsletters), use Gmail filters to only forward real customer emails:

• Filter out auto-replies: -subject:"out of office" -subject:"automatic reply"
• Filter by customer domain: from:*@customerdomain.com

Working the Queue

Triage View (Board)

Create a board view grouped by Status:

• New — Unassigned incoming tickets
• In Progress — Someone's working on it
• Waiting on Customer — Ball's in their court
• Resolved — Done

My Tickets View

Filter: Assignee = Me, Status != "Resolved" Sort: Priority (Urgent first), then Date (oldest first)

Urgent View

Filter: Priority = "Urgent", Status != "Resolved" Sort: Date (oldest first)

Daily Support Workflow

1. Start of day — Check the "New" column in your board view
2. Triage — Set Priority and Category for new tickets, assign to team members
3. Work — Process tickets in order of priority
4. Resolve — Add resolution notes, change status to "Resolved"
5. End of day — Review "Waiting on Customer" tickets for any that need follow-up

Tips

1. Respond outside Notion — Notion is for tracking, not sending replies. Reply to customers from your email client, then update the ticket status in Notion.
2. Use templates — Create Notion templates for common ticket types (bug report, feature request) with pre-filled checklists.
3. Track metrics — Use Notion's database properties to track resolution time, ticket volume, and category distribution.
4. Automate status updates — Use Notion automations to notify team members when tickets are assigned to them.
5. Archive resolved tickets — Don't delete resolved tickets. They become a searchable knowledge base for recurring issues.

Limitations

Notion isn't a full helpdesk. It doesn't have:

• Auto-responses to customers
• SLA tracking
• Customer-facing ticket portals
• Built-in email replies

If you need these features, consider a dedicated tool. But for small teams handling a manageable volume of support emails, Notion + Quicktion is a practical, free solution. You can also turn support emails into tasks with assignees and deadlines.

Get Started

Sign up for Quicktion and set up auto-forwarding from your support inbox to a Notion database. Your first support ticket will appear in Notion within seconds.