Customer support teams run on two tracks simultaneously — resolving conversations in Intercom and tracking delivery commitments in Smartsheet. When those two systems stay separate, critical details fall through the cracks: a promised fix never gets logged, a follow-up row goes stale, or an escalated ticket sits unnoticed in a sheet no one updated. Neotask bridges Intercom and Smartsheet so your support inbox and your project sheets stay in sync without manual copy-paste. Describe what you need in plain language — "log every escalated Intercom conversation as a new Smartsheet row with the contact name, issue summary, and SLA deadline" — and Neotask builds and runs the automation. No code, no webhooks to configure, no integration middleware to maintain. Whether you manage a lean support team tracking bugs in Smartsheet or a large operation coordinating cross-team resolution workflows, Neotask adapts to how you already work. It reads from and writes to both platforms, handles conditional logic, and keeps your sheets accurate as conversations evolve in Intercom. The result is a single source of truth that your support, product, and operations teams can all rely on — updated automatically every time an Intercom conversation changes state, a contact is tagged, or a resolution is marked complete. Neotask works across your entire support stack. It can search across Smartsheet workspaces to find the right project sheet, create threaded discussions on rows to capture context, send Smartsheet update requests to the right teammates when an Intercom issue needs engineering input, and close the loop by updating conversation tags in Intercom once a Smartsheet row is marked resolved.
Create Smartsheet rows directly from Intercom support tickets.
Keep product and support teams working from the same data.
Reflect ticket progress in Smartsheet rows automatically.
Escalation Logging When an Intercom conversation is tagged as escalated or assigned to a senior tier, Neotask automatically creates a new Smartsheet row with the contact name, conversation ID, issue summary, assigned agent, and target resolution date — giving your operations team a live escalation register without any manual entry.
Cross-Team Update Requests When a support issue in Intercom requires input from engineering or product, Neotask sends a Smartsheet update request to the relevant team member directly on the tracking row. No forwarding emails, no separate Slack threads — the request is attached to the row that holds all the context.
Resolution Sync When a Smartsheet row is marked complete, Neotask updates the linked Intercom conversation — adding a note, applying a resolution tag, or closing the thread — so your inbox reflects the latest project status without anyone switching tabs.
Weekly Support Digest Neotask searches across Smartsheet workspaces for open support-related rows, cross-references them with active Intercom conversations, and compiles a structured weekly summary — surfacing overdue items, unresolved escalations, and conversations waiting on a Smartsheet update.
what you need
the automation
on autopilot
| Capability | Intercom | Smartsheet |
|---|---|---|
| Read conversations & contacts | ✓ | — |
| Manage inbox & support workflows | ✓ | — |
| Create and update rows | — | ✓ |
| Send update requests | — | ✓ |
| Create discussions on rows | — | ✓ |
| Cross-workspace search | — | ✓ |
| Apply tags & close conversations | ✓ | — |
tags like escalated, needs-engineering, or resolved give Neotask clear triggers to act on without ambiguous conditions.
Neotask can search across workspaces, but automation runs faster and more reliably when there is a single target sheet for new rows.
storing the Intercom conversation ID in a dedicated column makes it easy for Neotask to look up and update the right thread later.
when asking Neotask to send a Smartsheet update request, include a deadline so recipients have clear context on urgency without needing to check Intercom separately.**
Yes. As long as the row contains a reference field — such as an Intercom conversation ID or contact email — Neotask can find and update it rather than creating a duplicate.
Yes. Neotask can search across workspaces to locate the right sheet, even if your support tracking is spread across team or department workspaces.
Yes. Neotask reads changes in Smartsheet — such as a row moving to a new status — and can apply tags, add conversation notes, or close threads in Intercom based on those updates.
Neotask will report that the target record was not found and stop that step rather than creating an unintended duplicate. You can instruct it to create a new record instead if that is your preferred behavior.
Stop copying support tickets into project sheets by hand. Neotask automates the entire handoff between your Intercom inbox and Smartsheet workflows — no code required.
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