Connect to IntercomAudit trail for support refunds and credits.
Finance just asked who approved last month's $3,200 in credits. Do you have an answer?
Supportman keeps every refund and credit decision on record — who requested, who approved, why, and when. Searchable in Slack. Exportable to CSV.
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An audit trail is a record you can actually query.
Every request, approver, decision, and reason — timestamped and searchable. Six fields, consistently captured, is an audit trail. The format matters less than the consistency.
More on building one in how to create an audit trail for support decisions.
Who requested
The agent — named, not anonymous.
Decision type
Refund, credit, comp, or exception — categorised.
Customer context
Conversation, customer, situation — enough to reconstruct.
The decision
Approved or denied.
The reason
Required comment on every outcome.
Timestamps
When the request was made and when the decision came back.
Pull the log. Answer finance.
Every approval creates a structured record in #intercom-approvals. Export the full log to CSV — date, agent, type, context, reviewer, decision, comment — ready for monthly credit reconciliations or compliance reviews.
Who approved what — reconciliation and compliance
CSV export
Pull the full log into a spreadsheet — date, agent, type, context, reviewer, decision, comment. Hand finance a monthly export instead of reconstructing from memory.
Channel history
Every request, decision, and comment in #intercom-approvals. Scroll or search when someone asks who approved the credit.
Required comment
Every approve and deny needs a reason. The decision is documented before the agent moves on — finance gets context, not just a yes or no.
Every refund and credit on record.
Refunds, credits, comps, policy exceptions, escalations — agents pick the type when they submit. Every decision lands in the same searchable, exportable log.
Questions about the record.
How do you create an audit trail for support approvals?
Route every out-of-policy request through a structured approval workflow — not DMs or ad-hoc Slack messages. Each request captures who asked, what type, customer context, the decision, a required reason, and timestamps. Supportman creates this record automatically as a byproduct of the Intercom-to-Slack approval flow.
What does Supportman record for each approval?
Every approval in #intercom-approvals captures the agent who submitted, request type, customer context, reviewer, approve/deny decision, required comment, and timestamps. The thread is the record — searchable in Slack and exportable to CSV.
Can I export support approval records to a spreadsheet?
Yes. Supportman CSV export pulls date, agent, type, context, reviewer, decision, and comment into a spreadsheet — ready for finance reviews, monthly credit reconciliations, or compliance checks.
Every refund and credit on record.
Connect Intercom and Slack. Enable Approvals. When finance asks who approved the credit, you export the CSV — not reconstruct from memory.
Supportman is an independent product — not made by or affiliated with Intercom or Slack.