Support trends report
By Toolspoke
Reads the week's Intercom conversations every Friday and writes a Notion page of recurring themes with counts and changes.
Needs a Toolspoke account. You choose which project it installs into.
- Intercom + Notion
- Required integrations
- Runs on a schedule
- Fridays at 4pm by default
- Write one page
- What its last step does
- Some actions can delete
- 2 of 30 actions in its tools
On this page
The short version
- What it is
- A ready-made Toolspoke agent that turns a week of Intercom conversations into a short report of what customers keep asking about.
- What it reads
- Conversations created in the last seven days, their tags, and last week's report for comparison.
- Where it writes
- One new page a week in the Notion database or page you choose.
- What it reports
- Recurring themes with counts, the change on last week, new themes, and two anonymised quotes each.
- How often
- Fridays at 4pm once you switch it on.
- What it never does
- Reply to, close, assign or note a conversation, or put a customer's name or email into Notion.
- What you need
- A Toolspoke account, an Intercom workspace and a Notion database or page to write into.
What Support trends report does
Support trends report is an AI agent that reads every Intercom conversation from the past week, groups them into the themes that keep coming back, and writes one Notion page with the counts and how they changed.
Support teams answer the same question twenty times a week, and nobody counts it. The product team hears "customers are confused about exports" without a number, and the support lead has no time to read three hundred conversations and tally them.
Intercom's own reports count conversations by tag, which is only as good as the tagging. A tag says what an agent clicked, not what the customer asked.
Support trends report reads what customers actually wrote, groups it by problem whatever words were used, and compares the counts with the week before. Each theme gets two short quotes with names and emails removed, and the conversation ids so you can read more.
In practice, every Friday afternoon there is one new page in Notion:
- The week's themes, largest first, each with a count
- The change on last week, and which themes are new
- Two anonymised quotes per theme, and example conversation ids
- A line on how many conversations were read in full
How it works
Support trends report works in four steps every Friday: it finds the week's conversations, reads them, groups them into themes and writes one Notion page. All of it comes from the agent's written instructions, which you can read and edit after you install it.
Step 1: Find the conversations
It searches for conversations created in the last seven days, and reads your tags.
Step 2: Read them
It opens each conversation for the customer's own words.
Step 3: Group and count
It groups by problem, counts each theme and compares with last week.
Step 4: Write one page
It creates one page with the themes, counts, changes and quotes.
It reads what customers wrote
It finds conversations with search_conversations and opens them with get_conversation. In a very busy week it reads every first message and opens at least 200 in full, chosen across tags, and the page says how many.
It groups by problem, not by tag
"Can't export to CSV" and "the export button does nothing" are one theme. Your Intercom tags, read with list_tags, are a starting point, not the answer. A theme needs three or more conversations; the rest are counted under Other.
It compares with last week
It reads last week's report from the same Notion database. If there is none, as on the first run, it counts last week from the search results alone and says so.
It anonymises every quote
Quotes are shortened, never reworded, with names, emails, phone numbers, order numbers and company names removed. The conversation id is how a person finds out who said it. The limits are listed under what it will never do.
What a weekly page looks like
A report from Support trends report is one Notion page. It opens with the week's total and the change, then lists themes by count, each with its change and quotes.
Support trends, week ending 23 October
312 conversations, up 6% on 294. All 312 read in full. Window: 16 to 23 October, against 9 to 16 October.
New or rising (2)
- CSV export failing, 41, new this week. "I click export and nothing downloads..." Examples: 8812, 8840, 8867.
- Adding seats, 28, up from 19. "Where do I add another person to our plan?"
Steady (3)
- Password reset emails late, 22, down from 25.
- Invoice VAT details, 17, about the same.
- Slack integration setup, 12, down from 18.
Other
48 conversations in themes with fewer than three each.
- New or rising
Themes that are new this week or grew by a quarter or more. These are what product and support should look at first.
- Steady
Themes that come up every week at about the same rate. Useful for the help centre and for planning.
- Other
Everything that did not reach three conversations, counted in one line so the total adds up.
What happens in a quiet week
If there were fewer than ten conversations, it writes a short page that lists them by theme and says the week was too quiet to show trends, rather than inventing a pattern.
A failed run is different. If Intercom cannot be read, it creates no page at all, because an empty report would look like a quiet week.
Who uses Support trends report
Support trends report suits any team that answers customers in Intercom and plans in Notion. The examples use made-up names.
A support lead reporting upwards
Clara Jansen used to spend Friday afternoon reading and tallying. Now the page is waiting when she opens Notion, and she adds her own comments on top.
A product manager looking for bugs
Owen Price checks the new themes first. A theme that appears from nothing with forty conversations is usually a bug that shipped that week.
A help centre writer
Aisha Rahman picks her next article from the steady themes. If people ask the same thing every week, the answer belongs in the docs.
A founder who wants the pattern
Marco Bellini does not read support conversations any more. One page on Friday tells him what customers struggled with and whether it is getting better.
What Support trends report connects to
Support trends report connects to two tools: it reads Intercom and writes to Notion. You connect each one yourself, and Toolspoke stores the connection encrypted, so the agent never sees the credential.
Intercom
RequiredSearch conversations, reply, assign, and manage contacts in Intercom.
Authentication: Access token
Notion
RequiredRead and update pages, databases, and team knowledge.
Authentication: Notion OAuth
| Tool | What Support trends report does | What it cannot do |
|---|---|---|
| Intercom | Finds and reads conversations and lists tags (search_conversations, get_conversation, list_tags). | Delete a conversation: the connector has no delete action. It can reply to a customer, close, assign and add notes to conversations and change contacts, and the agent's instructions forbid all of them. |
| Notion | Reads last week's report and creates one new page (notion-search, notion-query-data-sources, notion-fetch, notion-create-pages). | Reach pages you have not shared with the connection. It can update and move pages it can reach, and the agent is told only to create one new page. |
That the agent only reads Intercom is an instruction, not a lock. Replying and closing are actions a customer sees, so if you want a lock, switch off Intercom's reply, close, assign, note and contact actions in your project, and Notion's update, move and duplicate actions. The access control guide explains how.
Quotes go into Notion, where more people can read them than can read Intercom. The agent is told to remove names, emails, phone numbers, order numbers and company names, and to refer to people as a customer.
What Support trends report will never do
Support trends report is told never to reply to, close, assign or note a conversation, and never to copy a customer's details into Notion. It reports the pattern, and the support team decides what to do.
- Reply to, close, snooze, assign, tag or add a note to a conversation.
- Change a contact in Intercom.
- Copy a customer's name, email, phone number or company into Notion.
- Edit, move or delete an existing Notion page, including last week's report.
- Rank a theme by who the customer is.
Why it does not touch conversations
A reply or a closed conversation is something a customer sees. An agent writing a report has no business doing either, and an internal note would clutter the team's work.
What it keeps out of Notion
A Notion workspace is often read by the whole company. A quote needs the customer's words, not who they are.
Why you may still want a lock
The Intercom connection can reply and close, and the Notion connection can edit pages. The agent is told not to, but switching those actions off in your project makes it a lock.
If something goes wrong
If Intercom cannot be read, create nothing and stop: an empty report looks like a quiet week. If Notion cannot be written, say so in the run's result with the themes in it, so the work is not lost. If there were fewer than ten conversations in the window, write a short page that lists them by theme and says the week was too quiet to show trends.
These are written into Support trends report's instructions. They guide the agent, but they are not a permission. What it is allowed to touch is set by the access you grant.
Support trends report reads Intercom and writes one Notion page. Every reply, every closed conversation and every decision about the product stays with a person.
When Support trends report runs
Support trends report runs on Fridays at 4pm, but only after you switch its schedule on. It arrives switched off, so nothing runs and nothing is charged until you decide.
- Each run reads the seven days ending at the start of the run.
- It writes one new page and changes no other.
- A quiet week gets a short page that says so.
- If Intercom cannot be read, it writes nothing.
Each run uses model credit from your workspace balance, so it makes one run a week. A busy week costs more, because there are more conversations to read. The Intercom and Notion calls themselves are free.
Your copy is an ordinary agent in your project. You can pause its schedule there, run it once on demand, change the day and time and edit its instructions. The agent's page lists recent runs and their cost.
How to set up Support trends report
To get a weekly picture of support, add Support trends report to a Toolspoke project, connect Intercom and Notion, choose where the page goes and switch on the schedule. It takes a few minutes, and nothing runs until the last step.
Step 1: Create a Toolspoke account or sign in
Choose Use this agent. If you are new, you will be asked to sign up first, and you come straight back to this agent afterwards.
Step 2: Add it to a project
Pick the project it should live in. You get your own editable copy, and you can see the two tools it brings before anything connects.
Step 3: Connect Intercom
Sign in to Intercom and approve the connection. It is stored encrypted and the agent never sees it.
Step 4: Connect Notion and share the destination
Sign in to Notion and share the database or parent page the reports should go in with the connection.
Step 5: Name the destination
Name the Notion database or page in the instructions, and any Intercom tags or teams to leave out, such as a sales inbox.
Step 6: Switch on the schedule
The schedule arrives switched off. Run it once to see a page, then switch it on.
Make Support trends report fit your team
Support trends report's instructions are plain English and you can edit them after you install it. Installing copies the agent, so your edits stay with your copy. Open the agent in Toolspoke and tell the builder what to change, and it rewrites the instructions.
Paste any sentence below into the builder chat, or say the same thing in your own words.
Leave out conversations assigned to the Sales team.
Run on Mondays at 8am and cover the week before.
This changes when the agent wakes up, so the builder edits its schedule, not only the instructions.
Use our Intercom tag names as theme names wherever one fits.
Give three quotes per theme instead of two.
Leave out conversations started by leads who have no account.
None of these edits needs more access or touches the Never rules. They change what Support trends report is told, not what the connections allow.
How it compares to other options
Support trends report beats the alternatives when you want themes from what customers actually wrote, counted and compared each week, and loses to them when you need live dashboards.
| Compared on | Support trends report | Intercom reports | Tagging and a spreadsheet | Reading a sample by hand |
|---|---|---|---|---|
| Groups by what customers wrote | Yes | By tag and topic | By tag | Yes |
| Counts every conversation | Yes, or says how many | Yes | If tagged | No, a sample |
| Change on last week | Yes | Yes | If you build it | No |
| Quotes with details removed | Yes | No | By hand | By hand |
| Written up in Notion | Yes, one page a week | No | By hand | By hand |
| Live, any time | No, weekly | Yes | Yes | No |
| Effort each week | None | None | Tagging every conversation | An afternoon |
Intercom's own reports are the better choice for volume, response times and satisfaction over time. They group by tags and topics you define, not by reading each conversation.
Careful tagging is better when you need a long, consistent history. It only works when every agent tags every conversation the same way.
Frequently asked questions
Can Support trends report reply to a customer?
It is told never to. The Intercom connection can reply to and close conversations, so if you want a lock, switch those actions off in your project (how access works).
Does it put customer names or emails into Notion?
No. It is told to remove names, emails, phone numbers, order numbers and company names from quotes and refer to "a customer". The conversation id is how you find out who it was.
Does it change last week's page?
No. It reads last week's page for the comparison and creates one new page each run.
What if we get thousands of conversations a week?
It reads every first message from the search results and opens at least 200 in full, chosen across tags, and says on the page how many it read in full.
Does it rank themes by customer value?
No. Intercom and Notion do not tell it a customer's plan or revenue, so themes are ranked by count.
Can it post to Slack as well?
Not as shipped. You can add the Slack toolkit to your copy and ask the builder to post a short summary with a link to the page.
Is Support trends report free?
It has no price of its own, and every Toolspoke plan includes agents. Tool calls cost nothing, but each run draws on your usage balance. Pricing has the details.
Know what customers asked about this week
Connect Intercom and Notion, choose where the page goes and switch on the schedule. Your first report lands on Friday at 4pm.