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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:

  1. Trigger on that email conversation

  2. Use AI to summarize the case

  3. 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!

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.

Hi ​@Seadog90 

Try this Zap action: AI by Zapier - Analyze and Return Data

https://zapier.com/apps/ai/integrations#triggers-and-actions

Hi ​@Seadog90, thanks for joining the Community! 🎉

Have you had a chance to test out the AI by Zapier app that DavidLGS and Troy suggested yet?

Keep us posted on how it goes, want to make sure this gets sorted 🙂

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