Log new support tickets to Google Sheets and auto-acknowledge them
Every new Fluent Support ticket is copied to a Google Sheets row, then the customer gets an email confirming you received it, with the ticket number and subject in the message.
Fluent Support
Google Sheets
Email3 steps Setup ~5 min Used on 1.8k sites Support Free to import
What this workflow does
A helpdesk keeps tickets inside WordPress, which is fine for agents but awkward for anyone who wants a running list to count, sort or share. Customers also like to know their message arrived. This workflow handles both the moment a ticket is opened.
The Fluent Support trigger fires when a new ticket is created. FlowMattic then adds a row to the Google Sheets spreadsheet you pick. The template does not come with column mappings, so you choose which ticket details go in which column after import.
The last step sends an email through your Email SMTP connection to the customer's address on the ticket. The subject reads "We got your ticket #" followed by the ticket ID, and the body greets the customer by name, repeats the ticket subject and says you will reply soon. You can rewrite both before you turn the workflow on.
Each run shows up in Task History, so you can see what reached the sheet and whether the email step returned an error.
Weekly ticket review in a spreadsheet
A support lead opens the sheet each Monday to count last week's tickets and sort them by subject, without logging in to the helpdesk.
Confirming receipt for a small team
A two-person shop can't answer every ticket within the hour. The acknowledgement email tells each customer their ticket number while they wait.
Sharing ticket volume with a client
An agency running support for a client shares the Google Sheet with them, so the client sees every ticket opened without access to WordPress.
How this workflow runs
What happens at each step once the workflow is on, and what you need before you import it.
Fluent Support Ticket CreatedFires each time someone opens a ticket in Fluent Support. The ticket ID, subject, content and the customer's name and email become available to the next two steps.
- Google Sheets Add New Row
Writes one new row per ticket to a Google Sheets spreadsheet. Connect your Google account, pick the sheet, then map the ticket details you want to keep to its columns.
Email Send EmailEmails the customer at the address on the ticket. The subject includes the ticket ID, and the body uses the customer's name and the ticket subject. Edit the wording to match your support voice.
What you need
- FlowMatticCore
- Fluent Support PluginPlugin
- Google Sheets AccountAccount
After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.
Make it yours
Changes worth making after you import it.
- Add a Filter between the Fluent Support trigger and the Google Sheets step if only some tickets should be logged, for example ones whose subject contains a product name. A Filter stops every later step, so the email would then go out only for those tickets too.
- If Fluent Support already sends its own confirmation email, turn one of them off so customers don't get two messages for the same ticket.
- Create one test ticket after import, then check Task History to see the ticket fields FlowMattic captured before you map the sheet columns.
Questions about this workflow
Which Fluent Support ticket details can go into Google Sheets?
Any field the Ticket Created trigger passes on. The email step in this template already uses the ticket ID, subject and customer name and email. Run a test ticket to see the full list before you map columns.
Who receives the acknowledgement email?
The customer who opened the ticket. The To field is mapped to the customer email from Fluent Support, so each ticket gets its own message.
Does a ticket an agent opens for a customer run this workflow too?
Yes. FlowMattic describes Ticket Created as firing when a new ticket is created by either a customer or an agent. Tickets an agent logs are added to the sheet, and the acknowledgement goes to the customer email on that ticket.
Are tickets opened before I import this added to the sheet?
No. The trigger reacts to tickets created after the workflow is turned on. Older tickets stay in Fluent Support only.
More Support & Tickets workflows
Other ready-to-import templates from the same category.
Import this workflow into your WordPress site
Download the JSON, import it from the Workflows screen and connect your accounts. Every run stays on your server, with no per-task fees.
30-day money-back guarantee Unlimited workflows and runs Self-hosted