Want a ticketing system without spending months or thousands of dollars? With Adalo, you can create a fully functional ticketing system in just three days - no coding required. This guide shows how to centralize customer support, streamline workflows, and deploy your system across web and mobile platforms efficiently.
Key Takeaways:
- Day 1: Set up a database to store tickets, users, and roles.
- Day 2: Design screens for ticket lists, submission forms, and details.
- Day 3: Add functionality like notifications, user roles, and publish your app.
Adalo simplifies the process with drag-and-drop tools, built-in databases, and integrations like Zapier for automation. By the end of the third day, you’ll have a live system ready to manage customer support requests effectively.
Why Adalo?
- Build once, deploy across web, iOS, and Android.
- Save up to 48% on costs compared to traditional development.
- Handles over 20 million daily data requests with 99% uptime.
This approach cuts development time by up to 90%, making it accessible even for non-technical users. Ready to get started? Let’s dive in.
3-Day No-Code Ticketing System Build Process with Adalo
How to build a no-code ticketing support system like Intercom or Zendesk
Day 1: Set Up Your Database Collections
Your database serves as the backbone of your ticketing system. It holds all the essential information - support requests, customer details, and agent assignments. With Adalo's built-in database, setting up collections (similar to spreadsheet tabs) and defining properties (columns) is straightforward. A well-thought-out database structure saves you from tedious reconfigurations down the road. Spend at least 50% of your project time designing the database before building screens, as reconfiguring tables later can take 15–30 minutes per table. Let’s start by creating your core collections.
Create the Tickets Collection
The "Tickets" collection is the heart of your system, where every support request will be stored. Here’s how to structure it:
| Property Name | Property Type | Description |
|---|---|---|
| Subject | Text | A brief summary of the customer’s issue |
| Description | Text | A detailed explanation of the problem |
| Status | Text | Current state (e.g., New, In Progress, Resolved) |
| Priority | Text | Urgency level (e.g., Low, Medium, High) |
| Created Date | Date/Time | Automatically tracks when the ticket was submitted |
The Subject field acts as the record identifier. Ensure at least one sample ticket is fully populated; otherwise, Adalo may not recognize empty columns during later configurations .
Create the Users Collection
Adalo automatically includes a Users collection to handle authentication. You’ll need to add custom properties to it:
- Full Name (Text): Stores the user’s name.
- Email (Text): Stores the user’s email address.
- Role (Text): Defines whether the user is a "Customer" or "Support Agent."
The Role field is critical for controlling user permissions - customers and agents will have different levels of access. User records are automatically linked to their submitted tickets and assigned roles, making it easier to manage the system.
Link Relationships Between Collections
To ensure your data stays consistent, you’ll need to link your collections. Relationships in Adalo are reciprocal, meaning a link between two collections automatically creates corresponding properties in both.
-
Link Customers to Tickets:
Add a Relationship property to the Tickets collection called "Customer" and link it to the Users collection. Select the option where "A user can have multiple tickets, but a ticket belongs to only one user". This creates a one-to-many relationship - customers can submit multiple tickets, but each ticket is tied to a specific customer. -
Link Agents to Tickets:
Add another relationship property to the Tickets collection called "Assignee" and link it to the Users collection again. Use the same one-to-many setup. This ensures support agents can handle multiple tickets, while each ticket is assigned to only one agent for accountability.
Finally, rename the reciprocal properties that Adalo creates in the Users collection. Change them to something clear, like "Submitted Tickets" and "Assigned Tickets." This helps you filter and display data correctly - customers will only see tickets they’ve submitted, and agents will only see tickets assigned to them. These small adjustments simplify development and make the system more intuitive.
Day 2: Design Screens and User Flows
Now that your database is set up, it’s time to focus on creating the user interface. This is where users will interact with your app. Adalo’s drag-and-drop builder simplifies this process, enabling you to design three essential screens: Ticket List, New Ticket Form, and Ticket Details. Here’s how to build each one step by step.
Build the Ticket List Screen
Start by opening the Add Panel (click the plus button) and dragging a List component onto the canvas. Link this list to your "Tickets" collection to display live data. Configure each list item to show key details like Subject, Status, Priority, and Date Created. For better organization, sort the tickets by Date Created, showing the newest entries at the top.
To make the interface more user-friendly, use conditional visibility to color-code ticket statuses. For example, you could assign different colors to statuses such as Open, In Progress, and Resolved, making it easy for users to scan the list at a glance. Finally, add an action to each list item so that tapping it navigates users to the Ticket Details screen.
Once the list screen is ready, move on to designing the ticket submission form.
Design the New Ticket Form
On a new screen, drag a Form component and connect it to your "Tickets" collection. Add input fields for Title, Description, and Priority Level, mapping each field to the corresponding property in your database. To ensure tickets are linked to the correct user, configure the "Created By" field to automatically pull data from the Logged-in User.
Set up the Submit button to create a new ticket and redirect users to either the Ticket List screen or a confirmation page. Systems like this have been shown to significantly improve efficiency - one example saw client approval times drop from an average of 5 days to just 1.5 days after implementing a similar portal.
Create the Ticket Details Screen
This screen is designed to give support agents the tools they need to manage tickets effectively. Start by displaying individual ticket details using Text components for fields like Subject and Description. Add a Dropdown component for updating the ticket’s status, with options like Open, In Progress, and Resolved.
To assign tickets to support agents, include another dropdown linked to your "Users" collection. Filter this dropdown to show only users with the Support Agent role. Use conditional visibility to ensure this dropdown is visible only to agents, keeping it hidden from customers.
Finally, configure the Submit button to save any changes and return users to the previous screen. Adalo’s infrastructure, which handles over 20 million daily requests with 99% uptime, ensures your ticketing system will remain reliable even as your user base grows.
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Day 3: Add Functionality and Publish
On Day 3, you’ll bring your prototype to life by adding key features like notifications, user roles, and publishing your app. These steps turn your design into a fully functional system capable of managing real customer support requests.
Set Up Actions and Notifications
To keep users informed, start by enabling push notifications. Add a "Request Notification Permission" action that prompts users when they launch the app. Then, link a "Trigger Notification" action to the Submit button on the ticket form. Use Magic Text to personalize notifications with dynamic details, such as: "New Ticket: [Ticket Subject]". You can also include other details like Priority or Status to help agents prioritize tasks.
For email notifications, integrate your app with Zapier. Create a Zap that triggers when a new record is added to the Tickets collection in Adalo. This allows you to automate email alerts to both customers and agents whenever a ticket is created or updated. Make sure your database includes an "Email" field to specify the recipient.
Set Up User Authentication and Roles
To differentiate between customers and agents, add a "Role" property to your Users collection. Assign default roles, like "Customer", during the sign-up process.
Use conditional visibility to tailor the app experience based on user roles. For instance:
- Show the ticket assignment dropdown only to users with the "Agent" role.
- Filter the ticket list so customers see only their own tickets, while agents can view all or only their assigned tickets. Use a filter like:
Tickets > User > Email is equal to > Logged In User > Email.
For sensitive fields, such as "Internal Notes" or "Ticket Status", mark them as "Administrative" so they’re hidden from customers but visible to agents. To simplify onboarding, consider enabling social login options like "Sign in with Google" or "Sign in with Apple" using Adalo’s built-in tools.
Once these features are in place, your app is ready for deployment.
Publish Your Ticketing System
With the functionality and access controls finalized, it’s time to publish your app. Use Adalo’s Preview mode to test your app with at least 50 sample tickets. Simulate workflows on different devices, such as an iPhone 13 Pro or Samsung Galaxy S20, to ensure smooth performance. Test everything - from ticket creation to status updates and notification triggers.
Adalo’s single-build system makes publishing straightforward. A single deployment works across web, iOS, and Android. Here’s what you’ll need for each platform:
- Web: Free plans use an Adalo subdomain (e.g., subdomain.adalo.com). Paid plans, starting at $45/month, allow custom domains like app.yourcompany.com.
- iOS: Requires an Apple Developer Account, which costs $99/year. Apple’s review process typically takes 24–48 hours.
- Android: Requires a Google Play Developer Account, available for a one-time fee of $25. Google reviews apps within 2–3 hours.
| Platform | Requirement | Review Timeline |
|---|---|---|
| Web | Custom Domain (Paid) | Instant |
| iOS | Apple Developer Account ($99/yr) | 24–48 Hours |
| Android | Google Play Developer Account ($25 one-time) | 2–3 Hours |
Once published, your ticketing system is live and ready to manage real customer requests. No-code platforms like Adalo can cut development time by up to 90% and reduce costs by 48% compared to traditional methods. With Adalo’s 99% uptime, your app will be reliable from day one, ensuring a smooth experience for both customers and agents.
Next Steps
With your ticketing system now live, you've built a robust platform that covers everything from database configuration to user authentication and deployment. This no-code journey has laid a solid foundation for further improvements.
Consider expanding its functionality by introducing real-time user chat to facilitate instant communication between customers and support agents. You can also integrate tools like Zapier to automate follow-ups in Slack or Microsoft Teams whenever high-priority tickets come in. These additions can streamline your workflow and enhance user satisfaction.
For teams experiencing growth, connecting to external databases can help handle higher ticket volumes and more complex queries efficiently. Additionally, the Design Versions tool allows you to experiment with new features - such as dark mode or advanced filtering - without disrupting your current system.
To ensure your platform scales effectively, focus on monitoring performance and strengthening security. Use tools like Google Analytics to track metrics such as active users, screen visits, and ticket trends. This data can guide you in scaling and improving the user experience. On the security front, enable two-factor authentication (2FA) for all admin accounts and schedule regular security audits to safeguard sensitive customer information.
This is just the beginning. With Adalo's component marketplace, API integrations, and automation options, you have the flexibility to add features as your support requirements grow - all without needing to write any code.
FAQs
How can I make sure my ticketing system is secure and reliable?
To keep your ticketing system secure, take advantage of Adalo’s authentication and permission controls. Start by setting up a User Collection so that every user must sign in before accessing the system. Use Collection Permissions to define who can view, edit, or delete tickets. For example, customers should only see their own submissions, while agents can have access to all tickets. By linking each ticket to the logged-in user, you can maintain ownership and block unauthorized access.
For dependable performance, you can use Adalo’s built-in database or connect to an external solution like Airtable if your app needs to handle larger data volumes. Airtable provides scalability and real-time syncing with your app, making it a great option for growing systems. To safeguard your records, export your data regularly as a CSV file. Additionally, test workflows such as ticket creation and updates in Adalo’s preview mode to ensure everything runs smoothly, even under heavy use.
What costs should I expect when publishing my ticketing system on iOS, Android, or the web?
Publishing your ticketing system on iOS, Android, or web platforms comes with costs, but the article doesn’t dive into the specifics. To get an accurate idea of these expenses, check the app store policies for iOS and Android or consult the guidelines for web platforms. Each platform has its own set of fees and requirements, so reviewing them directly is the best way to plan your budget.
Can I add live chat and automation features to my ticketing system?
Integrating live chat and automation features into your ticketing system built with Adalo is straightforward. You can set up real-time updates, create automated workflows, and implement other tools to make customer support more efficient.
Adalo's no-code platform gives you the freedom to tailor your system exactly how you need it - whether you're looking to simplify communication or take care of repetitive tasks automatically.
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