Description
Track requests, severity, ownership, response targets, resolution, root causes and service-recovery actions.
Built for small businesses that need a structured support process without a full help-desk platform. A shared inbox shows messages, not promises. Log each customer request with a severity, one named owner and written response, update and resolution targets, then keep the resolution, root cause and any service-recovery decision on the same record until the case is genuinely complete.
This is a complete system to track support requests and keep the work under control: a
33-page guide that walks through the method, and a
13-sheet tracker that does the counting for you.
Who this is for
Small businesses that need a structured support process without a full help-desk platform.
The guide
A guide to the method: who it is for and who it is not, setup, every sheet and column defined, a complete worked example built on the demo data that ships in the file, the weekly routine, decision rules, common mistakes and troubleshooting.
The tracker
Sheets for Settings, Customer & Case Log, Severity, Service Targets, Ownership, Communication Log, Resolution, Root Cause, Service Recovery, Recurrence and Email Scripts, with a Start Here page and a Dashboard that checks input health, names the single most urgent case and its next step, and shows overdue replies, due updates, at-risk resolutions, pending recovery decisions, target met rates and repeat-problem signals. 5741 formulas calculate as you fill it in, so
you are reading results rather than building a spreadsheet.
What you get
- 33-page PDF guide (11,475 words)
- 13-sheet Excel tracker with 5741 formulas,
Excel-format .xlsx, recalculated and mutation-tested in LibreOffice Calc. Microsoft Excel desktop and Google Sheets import were not verified; all formulas are visible and unlocked, with no macros or external connections - Read-me-first guide so you know where to start
- Instant download, 227 KB, yours to keep
What this is not
Internal support operations only, not legal, consumer-law, tax or accounting advice. Consult qualified professionals about refund obligations, customer rights and complaint rules. Targets are your own, measured in calendar hours in one time zone; no business-hours calendar. Only logged outbound messages count as responses or updates. The workbook never changes a case status, never decides what a customer is owed and reports no satisfaction, sentiment or revenue figures. Recovery values are records, not accounting entries. No email sending, ticket import, reminders, user accounts or audit trail. Fixed input ranges do not auto-expand. Demonstration data is fictional.
