Creating & Maintaining an Automated Online Help Desk w/ GAFE
In this workshop session, I will teach you how Google Forms, Google Spreadsheets, Google Scripts, and a Google Site can help you automate a school wide Tech Request Help Desk. By utilizing this combination of Google Apps, you can create an online help desk for your faculty, staff, and even students that will automatically email them with technical request confirmations and updates, organize requests based on urgency and type, and push resolutions to a publicly accessible knowledge base.
I'll provide you with step-by-step directions, give you complete access to the scripts, and tips and tricks to tweak them to your liking!
The setup is tedious and requires some advanced Google skills, but the benefits of automating your help desk workflow is well worth it in the end!
The idea for a help desk and the scripts from this session are based on a Google Developers Tutorial by Jan Kleinert. The script used in this session has been edited and tweaked to serve the participants of this session.
For this session, I will assume that you have either intermediate or advanced level experience with creating forms, spreadsheets, and sites. You will better understand the process of creating a help desk if you have some experience with Google Scripts, but it is not necessary.
Original Source - Tutorial: Automating a Help Desk Workflow, by Jan Kleinert
Try out the the Automated Help Desk for yourself!
Visit the sample Help Desk website and fill out the form!
Check out the database spreadsheet!
Explore the Knowledge Base!