Skip to main content

I am trying to create a call log for our company, but the issue is that I want to figure out how to display multiple back and forth or escalations relating to one call case without adding many rows.

I think this could be done with linked records. but here is the schema:

Last Name
First Name
ID
Date
Type
Relation
Reason
Description
Phone
Email
Link to Assigned Staff / Assigned Team for follow-up.

Status (for follow-up) with Resolved or Escalated.

I want to demonstrate if it is Escalated that it would move to another person, and allow them to do the next level of response.

Or to have multiple entries documenting communication attempts at various levels before Resolved

Does that make sense? Feels like I need a sophisticated Junction Table

I have a similar question as it relates to an IT service management base we are creating.  For communications via email, teams, calls, I was wondering what the best way is to handle this logging and bi-directional comms.

I already was considering using the teams and outlook plugins witth some automations (or handling on the PowerAutomate/M365 side via API), but functionally, is it best to have 1 main communications table that just stores related tickets and date/time stamp? 

I came to the junctional table conclusion as well.  

I would assume this is a common practice and “solved problem” for building ticket/CRM type systems.

Hmm, in my head you’d have a Tickets table and a Communications table, where each Ticket could be linked to multiple Communications records; not too sure what your business logic is and whether this’d work for you though

Tricky bit would be linking the Communications to the Ticket too for the ones you’re creating programmatically.  For the emails I guess that’d easy enough to do as the Subject would have the ticket ID, but not sure how you’d keep track of that with Teams messages

Terms & ConditionsAccessibility statement