Logging Actions in Google Sheets

Overview

Once the support AI has generated a response, the system needs to log any actions taken — including ticket creation, order updates, refund statuses, or client notes. This logging ensures visibility, accountability, and follow-up — even if the conversation was handled entirely by the agent.

We’ll break down how this works step by step, and provide the actual AI prompt used to instruct GPT-4o to format updates for Sheet-based ticketing.

Step-by-Step Setup

Step 1: Prepare Your Google Sheet

Create a Google Sheet with the following tabs:

Tab Name Use Case
Support_Tickets Logs of escalated or unresolved messages
Client_Notes AI-generated summaries + notes
Orders (Optional) Used for lookups or updates
Feedback Customer comments or survey summaries

Important Fields for Support_Tickets:

Field Type
Ticket ID Auto-generated or UUID
Customer Email Pulled from Gmail or Telegram profile
Category From classification model
Message Summary AI-generated
Resolution Status “Open”, “Pending”, “Closed”
Created At Timestamp

Step 2: AI Response Includes Action Data

In the AI prompt (below), we’ll instruct GPT-4o to:

📥 GPT-4o System Prompt for Logging & Ticket Output