I’ve been exploring ways to set up a customer support system without the complexity and cost of a full‑blown help desk platform. I’m familiar with tools like Jira Service Management and Zendesk, but for a small team, they often feel like overkill.
I keep hearing about Airtable being used for project management and light CRM work, and I’m curious if anyone has specifically built a support stack with it. By “lightweight,” I mean handling customer inquiries from a few channels (like email and a web form), basic ticket routing, and keeping track of resolutions.
Could anyone share their experience or setup? I’m particularly interested in how it compares to something like Zendesk’s starter plans in terms of:
- Managing a shared inbox and assigning conversations.
- Building simple automation (like status updates or notifications).
- Creating useful reports on resolution time or request volume.
- The scalability challenges you hit as ticket volume or team size grows.
I want to understand the trade‑offs between a custom Airtable base and a dedicated, entry‑level support platform before committing to either path.
Thanks!