The moment it happens

Log support requests and flag the urgent ones

Every request is added to your sheet with a priority and topic, and urgent ones reach #support right away.

Runs: The moment it happens
Apps: Google Sheets, Slack
AI: Yes, uses the built-in AI allowance
Access: Sheets read+write; Slack chat:write

Send this to your assistant

Create a ClickRuntime automation: give me a link my support form can send requests to. Mark each one as urgent, normal or low with a topic, add it to my Tickets sheet, and post urgent ones to #support.

Paste it into your assistant. It tells you what it will send or change before it runs live.

Add to ChatGPT Add to Claude

First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

A software company's support inbox gets sixty requests a day from a form, a chat widget and email forwards. An outage report sits between a password reset and a feature suggestion, and agents work in arrival order, so a customer who cannot take payments waits behind someone asking about invoice formats. Nobody has a clear record of volumes by category either, which makes staffing and product decisions guesswork.

When a request arrives, ClickRuntime's built-in AI reads it and assigns a priority, a category such as billing, bug or how-to, and a one-line summary. The request is added as a row in your Google Sheet with those fields, and high-priority ones are posted to Slack right away so an agent picks them up first.

Support leads, IT help desks and small teams without a ticketing tool use it as a lightweight triage layer.

What you get out of it

Outages are handled first
A message saying customers cannot check out is flagged high priority and appears in Slack in moments. The most damaging problems get an agent's attention while routine questions wait their turn.
Agents read summaries first
A one-line summary beside each row lets someone decide what to pick up in seconds. Long, rambling messages stop slowing the whole queue down. Customers with simple needs still get answered, only a little later.
Data on what customers need
With a category on every request, the sheet shows how many were about billing and how many were bugs this month. That helps justify a hire or a fix in the product.
Consistent triage regardless of who is on
Priority rules written down once are applied to every request, including at midnight and on weekends. Quality no longer depends on which agent happens to open the inbox first. Night and weekend shifts follow the same rules as the day team does.
Works without a full ticketing system
Small teams get logging, categories and urgent alerts in tools they already use. That is enough to run support reasonably until the volume justifies a dedicated helpdesk. Moving to a full helpdesk later is easier with a clean log.

How it works

What happens, step by step

When a support request comes in through your form or email forwarder, it reaches ClickRuntime straight away.
AI reads the request, gives it a priority of urgent, normal or low, names the topic and writes a one-line summary.
The request is added as a row in your Google Sheet with those details.
Urgent requests are also posted to your #support Slack channel with the sender, topic and summary.

Before it runs live

Connect your Google Sheets account and pick the spreadsheets it may use
Connect Slack, then invite the app to the channel (type /invite @ClickRuntime there)
Paste your automation's link into the other app's webhook settings

What you get

RunsThe moment it happens

Log support requests and flag the urgent onesjust nowSucceeded

Slack · #support🚨 Urgent (billing) from ops@northwind.example: Charged twice for October, needs refund today

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.

Your own rules
Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.
Any number of apps
One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.
AI where it helps
Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.
On a schedule or on each event
Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

Act only on the items that match your own rules, and skip the rest
Change what the AI looks for, or how it writes the result
Add another app, for example also send it to Gmail
Combine it with other Google Sheets and Slack steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.

support_requests_logged_and_triaged_to_slack.pyexample

from datetime import datetime, timezone
from google.oauth2.credentials import Credentials
from googleapiclient.discovery import build
from clickruntime import on_event, credentials, ai, notify

SHEET_ID = "your-spreadsheet-id"

@on_event
def handle(event):
    req = event.json or {}
    triage = ai.generate(f"{req.get('subject', '')}\n{req.get('message', '')[:2000]}", max_output_tokens=80,
                         system="Triage this support request.",
                         json_schema={"type": "object", "properties": {"priority": {"enum": ["urgent", "normal", "low"]},
                                      "topic": {"type": "string"}, "summary": {"type": "string"}}}).json
    sheets = build("sheets", "v4", credentials=Credentials(credentials.connection("google", "work")), cache_discovery=False)
    sheets.spreadsheets().values().append(spreadsheetId=SHEET_ID, range="Tickets!A:F", valueInputOption="USER_ENTERED",
                                          body={"values": [[datetime.now(timezone.utc).isoformat(timespec="minutes"),
                                                            req.get("email", ""), triage["priority"], triage["topic"],
                                                            triage["summary"], req.get("message", "")]]}).execute()
    if triage["priority"] == "urgent":
        notify.slack(f"🚨 Urgent ({triage['topic']}) from {req.get('email')}: {triage['summary']}", channel="#support")
    return triage

FAQ

Common questions

How does the AI decide what is high priority?

You write the rules in plain words, such as anything mentioning outage, data loss, payment failure or a named enterprise customer is high. The AI applies them to each request. Reviewing a week of results is a good way to adjust the wording.

Will customers see an automatic reply?

Not by default. The automation logs and alerts the team. If you want an acknowledgment sent to the customer, it can be added as a separate step, written in your own wording, so people know their request was received.

What if the AI gets a priority wrong?

Agents can correct the priority in the sheet, and the Slack message links to the row. Frequent errors usually come from unclear rules, so add examples of borderline cases to the instructions and they will be handled better next time.

What permissions does it need?

Sheets read+write; Slack chat:write. Nothing else in your accounts is used.

Does it need AI?

Yes. It uses ClickRuntime's built-in AI, so you don't need an OpenAI or Anthropic key. Every plan includes a monthly AI allowance.

How many runs does it use?

One run for each event the app sends.

Can I change how it works?

Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

The moment it happensAI