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Free template

Free customer request tracker for Excel and CSV

One row per customer request, with one owner, one next action and one due date, so nothing waits without someone knowing.

Updated October 23, 2026

Download the Excel templateDownload the CSV

XLSX with filters, a status dropdown and overdue rows in red. 12 columns, 5 fictional example rows. The CSV has the same columns without formatting. No sign-up or email required.

One example request

A fictional row from the template. The files have 5; delete them before you add your own.

  1. R-001 · Email · 2026-11-02

    Northfield Bakery

    Asks to move Thursday's oven maintenance visit to next week

    Owner

    Claire

    Next action

    Propose two new time slots

    Due date 2026-11-03

    Status

    In progress
Show all 12 columns and 5 example rows
Request IDReceived onChannelCustomerRequest summaryOwnerNext actionDue dateStatusLast updateClosed onNotes
R-0012026-11-02EmailNorthfield BakeryAsks to move Thursday's oven maintenance visit to next weekClairePropose two new time slots2026-11-03In progress2026-11-02Customer prefers mornings
R-0022026-11-02PhoneMaya ThompsonQuote request for a bathroom renovationDanielBook a site visit2026-11-05Assigned2026-11-02Callback number in the contact record
R-0032026-11-03Website chatHarbor Street CafeInvoice shows the wrong billing addressClaireSend corrected invoice2026-11-04Waiting for customer2026-11-03Asked for the new address
R-0042026-11-03EmailOwen PriceQuestion about warranty on a past repairSamReply with warranty terms2026-11-03Done2026-11-032026-11-03Answered the same day
R-0052026-11-04FormLakeside StudioWants a second team member added to their accountDanielConfirm who approves the change2026-11-06New2026-11-04

Scroll horizontally to see every column.

What to put in each column
Request ID
A short unique reference, such as R-001, so the team can name the request in a note or message.
Received on
The date the request arrived, written as YYYY-MM-DD so every spreadsheet sorts it the same way.
Channel
Where it came from: email, phone, website chat, form, in person.
Customer
The person or company asking. Use the name your team searches for.
Request summary
One sentence in your own words. Keep personal or sensitive details out of the sheet.
Owner
One named person responsible for the next step. Not a team, not two names.
Next action
The concrete step that moves the request forward, starting with a verb.
Due date
When the next action should be done, as YYYY-MM-DD.
Status
One value from the status list below.
Last update
The date someone last changed the row.
Closed on
The date the request was done. Leave empty while it is open.
Notes
Short context for the next person, such as what was already promised.
What each status means
New
Received, nobody owns it yet.
Assigned
An owner is named and the next action is written.
In progress
The owner is working on the next action.
Waiting for customer
The team needs an answer or document before it can continue.
Done
The request is complete and the closing date is filled in.
How to use the template
  1. 1

    Add the request

    The day it arrives, fill in the ID, date, channel, customer and a one-line summary. Status: New.

  2. 2

    Name one owner

    Write one name, the next action and its due date. Status: Assigned.

  3. 3

    Work on it

    The owner moves the row to In progress and changes Last update whenever the row changes.

  4. 4

    Close it

    When the next action ends the request, set Done and fill in Closed on. Otherwise, write the following action and its date.

Once a week, sort by due date and review the open rows together: late, unassigned, waiting for the customer.

Open it in Google Sheets, Excel or LibreOffice

In Excel or LibreOffice Calc, open the XLSX file. In Google Sheets, use File, then Import, and upload it. Then save it where the team can edit it. A row turns red when its due date has passed and it is not Done.

In the CSV, dates use the YYYY-MM-DD format so they sort correctly. If every value appears in one column, use your spreadsheet’s import option and choose comma as the separator.

Keep the sheet to what the team needs to act. Leave out health, payment and other sensitive details, and share it only with the people who handle requests.

When a spreadsheet stops being enough
  • Requests are copied by hand from email, calls and chat, and some never reach the sheet.
  • The row says what to do but not what the customer said.
  • Nobody updates the status after the reply.

At that point, compare the options in our guide, or see how a shared inbox keeps the conversation, the owner and the next step together.

The same follow-up in Bonmoniq

A customer conversation and its follow-up task in the Bonmoniq app, in a demo workspace with example data. 27 seconds, no sound, captions available.
Transcript and screenshots
  1. 1

    Open the conversation

    From the Email inbox, open Emily Carter’s conversation: her request, the team’s internal notes, the reply and her go-ahead.

    Bonmoniq conversation with Emily Carter: internal notes between Claire Martin and Daniel Okafor, Daniel’s reply and Emily’s go-ahead.
  2. 2

    Find the related task

    Her contact’s Tasks tab lists the task that follows the conversation: Order the oak top, Todo.

    Emily Carter’s contact panel, Tasks tab, with the task Order the oak top under Todo.
  3. 3

    Check owner, due date and status

    The task shows status Todo, priority High, owner Daniel Okafor and due date October 13, 2026.

    Task properties: Todo, High, Daniel Okafor, October 13, 2026.
  4. 4

    Back to the conversation

    Close the task to return to the conversation. Nothing was changed or sent.

Related guides: Shared inbox best practices, Shared mailbox vs shared inbox