Google Forms is no-charge online software that enables users to generate quizzes and surveys. It comes with Google’s web-oriented applications suite:: Google Sheets, Docs, and Slides. The software is versatile and can be utilized for different applications. Read on to understand how to leverage the Google Forms ticket system and Spreadsheets to facilitate issue tracking.
Elements of the Google Forms Ticket System
Google Forms comprises 12 field modules: nine-question components complete with photo, text, and video sections. Every field consists of a copy knob to replicate the field and create an easy technique to incorporate identical questions on your form. The system also features a delete knob, a menu with additional options, and extra options to create your preferred field.
You can change question types at will, but such an action will reset your field questions and settings once you switch from multiple checkboxes, choices, or menus to different question types. To incorporate questions in the fields, press the enter button. DO so to continue adding more questions.
Leveraging Google Form and Spreadsheet for Issue Tracking System Tracking
This guide will help you build a Google forms ticket system with ease. An issue tracking system is easy to implement, and users can incorporate additional functions and use them on the go. For example, this system allows you to:
- Launch a ticket
- Fill in details of the issue
- Allocate tic complete with the ticket details to staff and the customer
- Check the Google Site or Sheet for open tickets
- Conclude the ticket
- Provide a solution
- Send an email complete with details of the solution to the customer
- Analyze the Google Site or Sheets to identify the closed tickets
- Maintain a list of staff email lists
Some Google Sites give you centralized access to the assessed data and the form.
How the Issue Ticketing System Works
This solution relies on Google Spreadsheet for ticket collection and analysis and enters data through Google Forms. Further, a Google Script comes in handy to include new data from open tickets in the Form and distribute emails to staff and customers.
Understanding Google Form
Google Form comprises the appropriate questions collected to launch and close tickets. However, they are classified into three categories. The first category includes a multichoice question with the launch and close ticket options depending on the ability to redirect to the ideal section. This component is also known as a switchboard. The subsequent two sections are Close Ticket and New Ticket.
Understanding Google Spreadsheet
This section is where responses from the Google Form accumulate. You can use multiple sheets to evaluate the answers and a single sheet to store a list of staff complete with their email address details. Here, identifying each ticket is critical, and you can opt to utilize a formula to include auto-number value automatically to each response received from Google Form.
Utilize the filter option in the Tickets sheet to filter open tickets, active tickets, and closed tickets. Leverage data from the Tickets sheet to create the Choose the Ticket ID multichoice quiz complete with all the active tickets. In the subsequent two sheets, the Closed Tickets and Active Tickets, you can utilize data from the Tickets and Form responses sheets to enlist the Closed and Active tickets.
Google Script
The Script is activated with every form submitted to incorporate questions in the form and distribute emails to staff members and customers. Once you insert a new ticket, the script will update the Choose Ticket ID multichoice question before sending an email with ticket details to the allocated staff and the customer. Once you terminate a ticket, the script sends an alert email to a customer complete with details of the solution.
Google Site
To apply the entire solution in a centralized place, you can build a Google Site complete with the integrated Sheets and Form.
The Implementation Process
Here is how you can implement the issue ticketing system.
- In your Google Drive, create a replica of the form
- Click the Form responses section to accumulate the responses
- Generate the sheets and add the formulas to help you separate the active, closed, and opened tickets.
- Add the script, customize, and configure an activation on Form Submit
- Now generate a Google Site and insert the Sheets and Form there.
Finally
At this point, the form will be in your drive. You will not need to make any changes. Remember, the Form is classified into three parts. The first part is the switchboard, and depending on your choices, it will direct you to the ideal section. For example, when you want to launch a ticket, the switchboard will refer you to the Open Ticket section. Take time to study your system and understand how it functions for ease of operations.
