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Google Ticketing System: how to set it up

By 1st July 2022No Comments
Google ticketing system: how to set it up

Every successful company demands the correct tools to help you increase output and improve customer service. And while there are several technologies you can use in your business, collaborative inboxes are always a safe bet. If you’re looking for a way to collaborate with your coworkers on a project, here is the place to be. Keep reading to find out more!

Is there a Google ticketing system?

Google Workspace does not provide a ticketing system. There are no Google applications support ticket systems for firms that use Gmail to manage customer support inquiries from their customers. Indeed, the Google helpdesk provides customer service via other Google apps.

Can I set up a Google ticketing system?

There is no built-in ticketing system in Google Workspace. Nonetheless, you may make your own with Google Forms and Google Sheets. Instead of relying on Google, several firms have decided to develop their ticketing system. There are several ways to set up a ticketing system for customer service, such as using Google Forms, Spreadsheets, Drag, and Script.

How does a ticketing system operate?

Technical support staff often use google ticketing systems to track and resolve their customers’ equipment or software issues. A ticketing system is a database designed to simplify answering and resolving customer support requests. In a ticketing system, each record is a ticket.

A ticketing system allows the customer support staff to focus on the issue at hand. This way you don’t have to  wade through tons of email messages and other information. Just find out who the customer is, their contact details, what is it’s problem  and if it has been resolved, etc. The ticket contains all the necessary information in one place.

Why Do You Need a Ticketing System for Your Google Workspace?

If your Gmail inbox is always full of customer service requests, then a ticketing system is best to handle them. Here are compelling reasons why you need a ticketing system.

More Responsive Customer Service

A google ticketing system ensures that every incoming request is immediately assigned to a staff member. Thus ensuring that your customers are promptly served. Failure to use a ticketing system may result in varying response times. Unanswered requests often sit in your mailbox for days before anyone notices.

Enhances the Customer’s Overall Satisfaction

An individual customer may necessitate a series of emails from you to settle their issue. If you’re utilizing a Google ticketing system, you can designate a certain staff member to receive emails from this customer. A customer won’t have to re-explain the issue to each new person in the email chain. Instead, they will save time and effort. As a result, the customer has a better overall experience.

Organizes Customer Service Requests

Incoming requests will be easy to track if you use a workplace ticketing system. This will prevent requests from being lost in the shuffle and getting ignored. It makes customer service a collaborative effort. It makes it easy to include other organization members in problem-solving. If you want to ensure everyone is doing their fair part of the work, you can delegate assignments to your team members.

Prevents the Needless Duplication of Effort

There is no way to know what your team is working on if you don’t use a ticketing system. A possible effect is that you may find yourself working on a support request that another user has previously resolved. Instead of saving time, this practice could lead to client confusion when they receive repeated responses from your staff. Using a ticketing system helps you avoid this problem by allowing you to see what your team is working on at any given time.

The best ticketing system for Google

Drag turns Gmail into your Team’s Workspace – One single place to support customers, manage tasks and close deals, from the place teams love: Gmail. We are a Techstars-backed Company, trusted by 30,000 users around the World.

Try Drag for Free

How Can I Set up a Ticketing System Using Google Forms?

Google Forms comprises twelve field modules and nine question components, including a photo, text, and video portions. Each field has a copy knob, which allows you to duplicate the field easily and include identical questions on your form. In addition, you’ll find a delete button, a menu with more options, and more possibilities for creating your chosen field in the system.

When you transition from numerous checkboxes or menus to different question kinds, your fields and settings will be reset. Press the enter key to include questions in the form fields. Add new questions to the list by following these instructions.

This issue ticketing system is designed to be simple. While there are many things you can do to improve your Google Form, here’s what you can do:

  1. First, make the questions required. This ensures you get all the information you need to process each ticket. For example, in this form, you can ask for a name and email address. So I can follow up on any tickets that you have not answered.
  2. Second, add a timestamp question. This will help you prioritize which tickets are answered first.
  3. Third, turn on email notifications for new responses. Each time a customer submits a new ticket, you’ll get an email letting you know about it.
  4. Finally, customize the confirmation page shown after someone submits the form (for example, by adding a link back to your website).

To answer tickets submitted through your form, open the Google Sheet created when you set up your form (it should show up in My Drive). As people submit tickets through your form, they’ll automatically appear in your sheet as data rows.

How Can I Set up a Ticketing System Sharing a Gmail Account?

Email communications may be automatically converted to tickets by importing them from multiple Gmail inboxes. These tickets are only generated for brand new, unopened email messages in the inbox.

All ticket notifications will be delivered directly from your Gmail account. Gmail’s Sent folder will hold all alerts. The Gmail ticketing link to as many Gmail accounts as you like. All of your Gmail addresses are added to the list of support contacts as soon as you accomplish this. When setting up the connection, you can import the latest 50 emails or not import any pre-existing emails.

Why Is It a Bad Idea?

Put Your Safety in Jeopardy

If a team member is hacked or loses their device, all of the team’s data may be vulnerable to leaks and invasions. The person who finds your employee’s computer may access your client’s emails which is a complete risk.

Platform Restrictions

Many email services restrict the number of devices that you may log in at once without raising concerns. In other words, you won’t be able to concurrently access the inbox without triggering a restriction from your provider. If you restrict who has access to the communications, you will revert to the previous state of information deficiency.

Access to Other Applications

Logging into other services with the same email account introduces other risks. If, for example, the marketing department requires access to the CRM software. However, because it’s tied to a shared email account, you compromise other platforms’ security. More sources of entry increase the risk of someone hacking into your system and causing problems.

How Can I Set Up a Ticketing System Sharing a Collaborative Inbox?

A collaborative inbox allows all support agents to view the same email from the same dashboard on the same platform. When it comes to email communication, a shared email inbox is a radical departure from the usual model. In which a single user owns and manages an email account. You start by having all your customer-facing inboxes on the same page so you can monitor them from a simple interface.

With a shared email inbox, you can close tickets more quickly. Organize and prioritize tickets by labeling and highlighting those that require prompt attention. Assigning a single ticket to the appropriate teams. This allows agents to access the ticket and provide notes and comments to resolve it quickly. Team email management software makes it simple to track and measure its time to resolve a problem.

Why is it a bad idea?

Inconsistent Email Synchronization

A significant drawback of Google Collaborative Inbox is that it does not allow smooth email synchronization. Customers or project managers that utilize collaborative inboxes need to make sure that they synchronize all emails.

It Lacks Automation Capabilities

When it comes to getting the most out of your collaborative shared email, efficiency is one of the primary advantages. There are no automation tools available for the Collaborative mailbox on Google. As a result, you should expect a slew of additional emails to pile up. The only option for team members to interact with one another is through additional emails.

It Operates through Google Groups Rather Than Gmail

Google’s collaborative inbox will be a challenge for your team to work with. It is more frustrating since they have to switch tabs to react to emails, making things even more cumbersome. The possibilities of some emails getting lost in the shuffle are also rather high, though.

How Can I Set Up a Ticketing System Using Drag?

There are various ways in which customer service teams handle incoming tickets. These tickets or emails may be handled immediately from Gmail with Drag’s help. Email and ticket conversions will no longer be necessary.

Most small businesses are always on the lookout. Searching for a platform that can support the company’s 100+ brands while ensuring a consistent consumer experience. The best part is that Drag is always a safe bet! For instance, Boosted Commerce is establishing a platform for 100+ brands that utilize Drag for frictionless customer service. The Boosted team has developed an exceptional worldwide customer support team. Which would not have been possible without Drag’s guidance.

Creating a Helpdesk board is the first step. Incoming inquiries will be shown on the board in real-time. Your Helpdesk emails may be added to your Drag boards, regardless of whether they are genuine email accounts (with password), Google Groups, or simply an alias. All you have to do is this:

  • Set up a new board.
  • Invite members of your team to join the board.
  • Add incoming emails to the list 
  • Organize and classify enquiries

Your work becomes easier when you know what’s going on without asking around or seeking information. You may use Drag to sort client enquiries into four different categories:

Create Helpdesk-specific Columns and Listings

The columns (if you use Kanban view) or lists (if you use list view) may be customized to fit your Helpdesk process. Simply click on the names of the columns or lists to rename them. This is possible on the top left. To alter the title, type it in the input form and click outside the input field to save your changes. It enables auto-saving of the names.

Consider Utilizing Shared Tags for Important Data

To classify queries based on important details regarding each client or ticket, use Drag’s shared tags. This might include customer plan, organization size, inquiry, etc. When a board has a variety of queries, the ability to filter boards based on tags is a valuable tool.

To Aid in Visual Segmentation, Use Color-Coded Labels

In addition to arranging your cards alphabetically, you may also use color-coding. Each color can reflect a ticket’s urgency, current state, the timezone where the client is located, or something else.

Determine the Source of Your Responses

Drag allows you to reply to emails using your user@ email address or a shared email address, such as support@.

Additionally, you can choose a “Reply Default” for your emails. If you use support@ as your default reply email address, all answers will originate from support@ regardless of whether you have signed in to your account.

Why Is It the Best Option?

Combine Email Cards to Minimize Clutter

Drag allows you to arrange and classify emails that include similar requests. You may then merge those email cards for simpler organizing. With this function, you can search and answer in the quickest time possible for your team members.

Integrates with Calendar

Using Drag, you can plan milestones and create reminders by integrating your Google Calendar. With this concept, users will receive notifications of upcoming deadlines. Furthermore, the likelihood of late response is relatively minimal.

Features Kanban Boards

Drag’s goal is to make working with Kanban boards in Gmail error-free and straightforward. This feature makes it easier for team members to examine emails at different stages. This allows them to identify which concerns they have addressed and remain unresolved easily.

It is Mobile-Friendly

As one of Drag’s most notable features, its mobile app provides a convenient way for you to keep track of your boards. You don’t have to be at your desk at work to receive incoming emails and keep tabs on how they’re progressing. With a smartphone and an internet connection, you may work on queries from home, road, or anywhere else.

Final Thoughts

Inevitably, a well-thought-out collaborative mailbox feature will increase team output and please customers alike. Just sign up with Drag if you wish to benefit from the incredible tools! Check out how Drag helps Boosted Ecommerce improve its customer service. If you join Drag, you’ll be part of the next success story, guaranteed!

Try the best ticketing system for Gmail

Drag turns Gmail into your Team’s Workspace – One single place to support customers, manage tasks and close deals, from the place teams love: Gmail. We are a Techstars-backed Company, trusted by 30,000 users around the World.

Try Drag for Free
J Olof Stefenson

Author J Olof Stefenson

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