Dear Zapier community, Thanks for this amazing forum and opportunity to test the automation :) I’m Looking to build an automated support case tracker using Zapier + Gmail + Google Sheets.When a support email come (with [Tech case] in the subject or similar trigger) is BCC'd to a tracker Gmail account, I want Zapier to: Trigger on that email conversation Use AI to summarize the case Log key details (date, sender, subject, AI summary, last status) into a Google Sheet on Drive (or similar) Eventually want to add: Reminders if no updates come in Color-coded statuses Build a searchable knowledge base Anyone done something similar or have tips on best practices? Or any other references. Thank you!

Question

Automating support case tracking from Gmail to Google Sheets

Forum|Forum|3 months ago
July 24, 2025
3 replies
17 views

Seadog90
New

Dear Zapier community,

Thanks for this amazing forum and opportunity to test the automation :)

I’m Looking to build an automated support case tracker using Zapier + Gmail + Google Sheets.
When a support email come (with [Tech case] in the subject or similar trigger) is BCC'd to a tracker Gmail account, I want Zapier to:

Trigger on that email conversation
Use AI to summarize the case
Log key details (date, sender, subject, AI summary, last status) into a Google Sheet on Drive (or similar)

Eventually want to add:

Reminders if no updates come in
Color-coded statuses
Build a searchable knowledge base

Anyone done something similar or have tips on best practices? Or any other references. Thank you!

This post has been closed for comments. Please create a new post if you need help or have a question about this topic.

+6

DavidLGS
Zapier Solution Partner
208 replies
Forum|Forum|3 months ago
July 24, 2025

It looks like you have a really good grasp on the project, and each of those steps are quite readily available in Zapier.

My suggestion is to just start building, and let us know if you run into any problems along the way.

I can’t think of any “best practices” as it all depends on your exact workflow and data structure. Two things that pop into my head right now is that there’s no need to send it to a second BCC’d email. You can trigger directly off the first email. And two, definitely make use of the ‘AI by Zapier’ step to help build your prompt.

After that, it’s all just testing and adapting to how the data comes in and moves through the zaps.

Zapier's my jam