Collect structured support requests with issue details, priority level, and contact information. Create it as a Google Form in one click.
15 fields included
Works for
Help desk intake
IT support tickets
Product bug reports
Billing disputes
Returns processing
SaaS support queues
Yes. Add an 'Assignee' column to the linked Google Sheet and assign tickets to team members manually. Use conditional formatting to colour-code by status (Open, In Progress, Resolved). For automation, use AppScript to route high-priority tickets via email.
In Google Forms settings, enable response notifications sent to your team's shared inbox. For routing to specific people or Slack channels based on issue type, use Zapier or Make to build a conditional notification workflow.
Not natively, but you can use AppScript or Zapier to trigger an automated acknowledgement email when a new response is submitted. Include a reference number (you can generate one in Sheets using the row number) so customers can quote it in follow-ups.
In the linked Google Sheet, add a 'First Response At' column that your team fills in when they first reply. Use a formula like =IF(B2<>"", B2-A2, "") to calculate response time from submission. Flag anything over your SLA threshold with conditional formatting.
Yes. In Google Forms, add a 'File upload' question. Respondents need a Google account to upload files. Files are stored in a Drive folder linked to the form.
Use AppScript or Zapier to monitor the 'Priority' column. When 'Critical' appears, immediately trigger an alert email or Slack message to the on-call engineer or senior support lead, bypassing the standard queue.