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.
Does this work with Smartsheet sheets shared across multiple workspaces? Yes. Neotask can search across workspaces to locate the right sheet, even if your support tracking is spread across team or department workspaces.
Can Neotask trigger actions in Intercom based on Smartsheet changes? 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.
What happens if a Smartsheet row or Intercom conversation is deleted? 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.