Is there a way to set up formatted responses where a team member can select one to close a ticket?

How are ticket closures communicated from the support team to the requester currently?

There are a bunch of different methods I could think of, but they’re mostly related to utilizing email automations. It also depends a bit on how many folks you have on the support team and how customized you want each response to be. 

At the least customized side, you could set up your completed ticket email automation conditionally to send slightly different emails for each support team member (so mine would address the requester with y’all since I have a delightful southern affectation 🤣). If your support team has access to the data side on your base they could customize them themselves or you might have to manage it otherwise.

On the more customized size, include a Notes or response field in your ticket record (that isn’t viewable by the requester) and then the support team can write whatever they’d like, and feed that in at the top of the email generated by automation (at that point why not just let the team send the requester an email directly, but the answer is probably metric tracking and such). 

All support members have access to the database. The ticket has a note field that is NOT viewable by the requester and is only sent through an automation to the requester when the ticket is marked closed.

Each support person handles a Varity of systems, marketing, billing, configuration changes ect. So building out automations depending on scenario and then managing that as team members move around is more then I want to do. I was hoping there was away that there could be a picklist...of responses that would populate the Notes field, and once the field is populated, they could tweak the note, leaving the required portion of the response.

Right now it is set up for the users to type what they want…. This has caused some pain points as not all of the support team is experienced and not all support teams are as detailed or friendly as we would like.. right now I have them cutting and pasting the response template and filling out the areas for specifics to that ticket… but they have to go out of airable to get them. For ease of use.. I would like the responses in Airtable. but I don’t know if that is even a thing or can be a thing. 

What? I’ve never had an IT support team ever be short with me 🤣

So moving back a step from the email automation, you could populate a notes field through a single select field using automations. Something along the lines of “When Record Matches Conditions; Status= Complete” then use Conditional logic to update record so when your single select= “Marketing”, the notes field is populated with one text chunk, when single select= “Billing” a different text chunk etc. This would be onerous if your picklist has like 40 options, but if it’s less than 10 I’d think it doable. 

If you’ve got way more optionality, you could try and do something with chained SWITCH formula fields but complexity grows…

Oh, and of course you could also have another table in your base, making that picklist a linked record field to a table that contains the relevant word doc with response

We are not IT support.. we are everything support but IT. LOL okay, I’ll try the few scenarios you’ve given  research the Switch formula and see if I can get them to function as we need them to… otherwise it’s a cut and paste future ahead. 😁

Thank you for your help and time! I’ll let you know how it pans out!!!!