No support request left behind
Turn every support email into a classified ticket, assign it to the right technician and chase deadlines with Google Sheets, Gmail and Slack.
These are examples. Connect the tool your company already uses for the same job, your own system, or any other app through MCP or API.
Needs
- SpreadsheetGoogle Sheets, Excel, Airtable or your own system (MCP or API)
- E-mailGmail, Outlook, your company e-mail or your own system (MCP or API)
- Team chatSlack, Microsoft Teams, Google Chat or your own system (MCP or API)
The problem and the goal
Support requests land in a shared mailbox (support@) and some get lost; the goal is for every email to become a tracked ticket with an owner and a deadline, so no request stays unanswered, measured by the number of requests unanswered for more than 24 hours (target to be set with you).
The team takes emails arriving in the shared support inbox and turns each one into a ticket classified by urgency, fault type and customer, already assigned to the right technician. Every morning it lists tickets with no reply or close to breaching their deadline and nudges the owner through Gmail or Slack. On Friday it closes the weekly report with volume, response times and overdue tickets using Google Sheets.
The team in this Circle
Turns each support@ email into a classified ticket (urgency, fault type, customer) and assigns it to the right technician
Needs: Jira Service Management, GLPI or Google Sheets, provided by the support lead
Every morning lists tickets with no reply or close to breaching their deadline and nudges the assigned technician
Needs: Jira Service Management, GLPI or Google Sheets, Gmail or Slack
Every Friday produces the weekly report: volume, response times, overdue tickets, recurring customers
Needs: Jira Service Management, GLPI or Google Sheets, Gmail or Slack
No support request left behind
How do I stop support emails from going unanswered?
By turning each email into a tracked ticket with an owner and a deadline, and reviewing the list of unanswered or near-deadline tickets every day.
Do I have to replace my current ticketing system?
Not necessarily. The team can work with Jira Service Management, GLPI or Google Sheets, depending on what your staff already uses.
Can I track response deadlines without manual spreadsheets?
Yes. Daily reminders and the weekly report are generated from the tickets, sent via Gmail or Slack and logged in Google Sheets.
