# Intercom to Google Sheets Support Tracker

> Log every Intercom conversation to a structured spreadsheet for reporting, standups, and trend analysis.

Source: https://cotera.co/solutions/support/intercom-google-sheets-support-tracker

---

- **Team:** Support
- **Tools:** Intercom, Google Sheets
- **Difficulty:** easy
- **Setup time:** 5 min
- **Time saved:** 2 hrs/week

## How it works
1. **Deduplicate Entries** — Search the sheet first to avoid logging the same conversation twice
2. **Structured Logging** — Categorize, assign severity, and summarize in one scannable row
3. **Cross-Reference** — Add a note in Intercom confirming the conversation was tracked
4. **Spot Trends** — Surface patterns across categories and resolution times

## Example requests
- Log conversation 9876543 to the support tracker — login bug resolved by resetting 2FA.
- Add these 5 resolved conversations to the Support Log sheet and check for duplicates first.
- Log this billing question to the tracker. Customer asked about plan upgrade pricing, no action needed.

## Prompt

```markdown
## Task

After resolving or triaging an Intercom conversation, log the interaction to a Google Sheets tracking spreadsheet using @Google Sheets/Append Row, check for duplicate entries using @Google Sheets/Search Values, and add a note to the Intercom conversation confirming the log using @Intercom/Add Note.

**Example:** After closing a conversation about a login bug, log the ticket details, category, resolution, and time-to-resolve to the support tracker sheet.

## Input

The user will provide:
1. The Intercom conversation ID and admin ID
2. A summary of the conversation (or transcript)
3. The Google Sheets spreadsheet ID and sheet name for the tracker
4. Optional: resolution status, category, or any custom fields

**Example:** "Log conversation 9876543 (admin 12345) to spreadsheet 1BxiMVs0XRA5nFMdKvBdBZjgmUUqptlbs74OgvE2upms, sheet 'Support Log'. Customer had a login issue — resolved by resetting 2FA."

## Context

### Tracker Columns

The spreadsheet should have these columns (or the agent will adapt to your existing headers):

| Date | Conversation ID | Customer | Category | Severity | Summary | Resolution | Status | Time to Resolve | Agent |
|------|----------------|----------|----------|----------|---------|------------|--------|-----------------|-------|

### Logging Strategy

1. First, search the spreadsheet for the conversation ID to avoid duplicate entries
2. If the conversation already exists, skip or update the existing row
3. Extract key details from the conversation summary
4. Categorize the issue (billing, technical, onboarding, feature request, bug, account)
5. Estimate severity (P0-P3) based on customer impact
6. Append a new row with all structured fields
7. Add a note in Intercom confirming the conversation was logged to the tracker

### What Makes a Good Log Entry

- Keep summaries to one sentence — scannable during standups
- Use consistent category names so you can filter and pivot later
- Include the resolution, not just the problem
- Note the customer plan or segment if relevant
- Track time-to-resolve for SLA reporting

## Output

**Duplicate Check:**

**Spreadsheet:** [ID]
**Search for Conversation ID:** [ID]
**Result:** Not found (proceeding with new entry) / Found in row [X] (skipping)

---

**Row Appended to Google Sheets:**

| Column | Value |
|--------|-------|
| Date | [today's date] |
| Conversation ID | [ID] |
| Customer | [name or email] |
| Category | [billing / technical / onboarding / bug / feature request / account] |
| Severity | [P0 / P1 / P2 / P3] |
| Summary | [one-sentence summary] |
| Resolution | [what was done to resolve it] |
| Status | [resolved / open / escalated] |
| Time to Resolve | [duration if available] |
| Agent | [agent name or admin ID] |

---

**Intercom Note Added:**

**Conversation:** [ID]
**Note:** Logged to support tracker (row [X]). Category: [category]. Status: [status].

---

**Weekly Patterns** (if multiple entries logged in session):

- Most common category: [category] ([count] tickets)
- Average resolution time: [duration]
- Open issues remaining: [count]
```

## Related reading
- [AI Customer Support Shopify](https://cotera.co/articles/ai-customer-support-shopify.md)
- [Best AI Customer Support Tools](https://cotera.co/articles/best-ai-customer-support-tools.md)
- [Slack Bot Customer Support Guide](https://cotera.co/articles/slack-bot-customer-support-guide.md)