https://github.com/hetrox8/it-helpdesk-ticketing-system
This project demonstrates how to wire together Google Workspace components (Form, Sheet, Apps Script) into a lightweight ticketing workflow. It’s ideal for small teams or as a stepping stone toward a more robust help-desk solution.
https://github.com/hetrox8/it-helpdesk-ticketing-system
Last synced: 11 months ago
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This project demonstrates how to wire together Google Workspace components (Form, Sheet, Apps Script) into a lightweight ticketing workflow. It’s ideal for small teams or as a stepping stone toward a more robust help-desk solution.
- Host: GitHub
- URL: https://github.com/hetrox8/it-helpdesk-ticketing-system
- Owner: hetrox8
- Created: 2025-06-05T18:48:34.000Z (about 1 year ago)
- Default Branch: main
- Last Pushed: 2025-06-06T06:11:27.000Z (about 1 year ago)
- Last Synced: 2025-07-03T07:51:52.908Z (12 months ago)
- Language: JavaScript
- Homepage:
- Size: 377 KB
- Stars: 0
- Watchers: 0
- Forks: 0
- Open Issues: 0
-
Metadata Files:
- Readme: README.md
Awesome Lists containing this project
README
# IT Help Desk Ticketing System
**A lightweight ticketing workflow built with Google Forms, Google Sheets, and Apps Script.**
Whenever a user submits a ticket via the Google Form, a unique Ticket ID is generated, an “Open” status is set, and an email notification is sent to IT support automatically.
---
# IT Help Desk Ticketing System
[](https://developers.google.com/apps-script)
[](https://www.google.com/sheets/about/)
[](https://docs.google.com/forms/)
[](LICENSE)
[]()
**A lightweight ticketing workflow built with Google Forms, Google Sheets, and Apps Script.**
Whenever a user submits a ticket via the Google Form, a unique Ticket ID is generated, an “Open” status is set, and an email notification is sent to IT support automatically.
## 📌 Table of Contents
1. [Project Overview](#project-overview)
2. [Tools & Technologies](#tools--technologies)
3. [Setup Guide](#setup-guide)
1. [1. Create the Google Form](#1-create-the-google-form)
2. [2. Create & Structure the Google Sheet](#2-create--structure-the-google-sheet)
3. [3. Apps Script (Code + Trigger)](#3-apps-script-code--trigger)
4. [Screenshots](#screenshots)
5. [Testing & Validation](#testing--validation)
6. [What I Learned](#what-i-learned)
7. [Future Enhancements](#future-enhancements)
8. [Repository Structure](#repository-structure)
---
## Project Overview
**Objective:** Build a simple, web-accessible ticketing system that:
- Allows users to submit IT support requests via Google Form.
- Automatically generates a unique Ticket ID (e.g., `TKT-2025-001`).
- Records ticket details in a Google Sheet, including fields like Status, Priority, and Assigned To.
- Sends an email notification to the IT support inbox whenever a new ticket is submitted.
This project demonstrates how to wire together Google Workspace components (Form, Sheet, Apps Script) into a lightweight ticketing workflow. It’s ideal for small teams or as a stepping stone toward a more robust help-desk solution.
---
## Tools & Technologies
- **Google Forms** (Front-end for ticket submission)
- **Google Sheets** (Backend database for tickets)
- **Google Apps Script** (Server-side scripting to generate IDs and send emails)
- **Gmail** (Used by Apps Script to send notification emails)
- (Optional) Any modern browser to create and test the Form/Sheet
---
## Setup Guide
Below are the detailed steps to build and configure each component.
### 1. Create the Google Form
1. In Google Drive, click **New → Google Forms → Blank Form**.
2. Rename the form to:
3. (Optional) Under the form description, add a short instruction, e.g.:
> Fill out this form to submit an IT support ticket. A confirmation email will be sent to you automatically.
4. Add the following questions (all **Required** unless noted):
1. **Full Name**
- Type: Short answer
2. **Email Address**
- Type: Short answer
- Enable “Response validation” → “Text” → “Email address”
3. **Issue Category**
- Type: Dropdown
- Options:
- Software
- Hardware
- Network
- Access / Permissions
- Other
4. **Priority**
- Type: Dropdown
- Options: Low, Medium, High
5. **Issue Description**
- Type: Paragraph
6. **Attach Screenshot (optional)**
- Type: File upload
- Allowed file types: Images, Documents
7. **(Hidden)** We will add “Ticket ID” – *not visible on the Form itself* (handled in the Sheet/Apps Script).
> **Form Settings:**
> - Under ⚙️ Settings → **General**, you may turn on “Collect email addresses” so that Google automatically captures the user’s email. If you do this, you can skip the “Email Address” question.
> - Under ⚙️ Settings → **Presentation**, you can uncheck “Show link to submit another response.”
> - Click **Send** to get the Form’s URL (if you want to test manually from another device).
---
### 2. Create & Structure the Google Sheet
1. In Google Drive, click **New → Google Sheets → Blank sheet**.
2. Rename the sheet (file name) to:
3. Link the Form to this Sheet:
1. Open your Form → go to the **Responses** tab → click the green Sheets icon.
2. Select **“Select existing spreadsheet”** → choose **Ticket Tracker**.
3. Google will populate Row 1 with default headers (e.g., `Timestamp`, `Full Name`, `Email Address`, etc.) as soon as you submit a test response.
4. Insert the following **new columns** (after “Timestamp”):
- **B: Ticket ID**
- **C: Status** (default value = “Open”)
- **D: Assigned To** (leave blank by default)
- **E: Last Updated** (timestamp of last update)
5. Shift the original Form-generated columns one position to the right, so your header row (Row 1) looks like this:
| A: Timestamp | B: Ticket ID | C: Status | D: Assigned To | E: Last Updated | F: Full Name | G: Email Address | H: Issue Category | I: Priority | J: Issue Description | K: File Upload |
| ------------ | ------------ | --------- | -------------- | ---------------- | ------------ | ---------------- | ----------------- | ----------- | -------------------- | --------------- |
6. (Optional) Add **Data Validation** to the Status column (C):
- Select column C (click the “C” header).
- Go to **Data → Data validation**.
- Under “Criteria,” choose “List of items” and enter:
```
Open, In Progress, Resolved, Closed
```
- Check “Show dropdown list in cell.” Click **Save**.
7. (Optional) Apply **Conditional Formatting** to highlight “High” priority:
- Select column I (Priority).
- Go to **Format → Conditional formatting**.
- Under “Format cells if…,” select “Text is exactly” and type `High`.
- Choose a light red fill. Click **Done**.
8. Freeze the header row:
- View → Freeze → 1 row.
At this point, if you submit a dummy ticket via the Form, you should see one row of data appear. But columns B–E will be blank until we add Apps Script to populate them.
---
### 3. Apps Script (Code + Trigger)
#### 3.1. Apps Script Code
1. In your **Ticket Tracker** Sheet, navigate to:
2. In the Code Editor that opens, replace any default code in `Code.gs` with the following **entire** script:
```javascript
/**
* Apps Script for IT Help Desk Ticketing System
* ---------------------------------------------
* This script auto-generates a unique Ticket ID, sets default status,
* timestamps the "Last Updated" column, and sends an email notification
* to IT support whenever a new form submission arrives.
*
* To install:
* 1. In your Google Sheet, go to Extensions → Apps Script.
* 2. Replace any existing code in Code.gs with this entire script.
* 3. Save the project.
* 4. In Apps Script, click the clock icon (Triggers) → Add Trigger.
* • Choose function: onFormSubmit
* • Deployment: Head
* • Event source: From spreadsheet
* • Event type: On form submit
* 5. Authorize when prompted.
*/
// Main function triggered on each form submission
function onFormSubmit(e) {
// Get reference to the active spreadsheet and the "Ticket Tracker" sheet
const ss = SpreadsheetApp.getActiveSpreadsheet();
const sheet = ss.getSheetByName("Ticket Tracker");
if (!sheet) {
// If the sheet doesn't exist, exit early
Logger.log("Sheet 'Ticket Tracker' not found. Aborting script.");
return;
}
// Determine the last row (where the new form response landed)
const lastRow = sheet.getLastRow();
if (lastRow < 2) {
// If for some reason there is no data row, exit early
Logger.log("No data rows found. Aborting script.");
return;
}
// Column indices (1-based)
const COL_TIMESTAMP = 1; // Column A: Timestamp (auto-populated by Form)
const COL_TICKET_ID = 2; // Column B: Ticket ID (to be generated)
const COL_STATUS = 3; // Column C: Status (to be set to "Open")
const COL_ASSIGNED_TO = 4; // Column D: Assigned To (left blank)
const COL_LAST_UPDT = 5; // Column E: Last Updated (timestamp)
const COL_NAME = 6; // Column F: Full Name (from Form)
const COL_EMAIL = 7; // Column G: Email Address (from Form)
const COL_CATEGORY = 8; // Column H: Issue Category (from Form)
const COL_PRIORITY = 9; // Column I: Priority (from Form)
const COL_DESCRIPTION = 10; // Column J: Issue Description (from Form)
// (Column K is File Upload if enabled)
// 1. Generate a unique Ticket ID
// Format: TKT--<3-digit sequence>
const now = new Date();
const yearStr = now.getFullYear().toString();
// Fetch all existing Ticket IDs in column B (from row 2 down)
const idRange = sheet.getRange(2, COL_TICKET_ID, lastRow - 1, 1);
const idValues = idRange.getValues();
let countThisYear = 0;
idValues.forEach(row => {
const existingId = row[0];
if (existingId && existingId.toString().startsWith("TKT-" + yearStr)) {
countThisYear++;
}
});
// Next sequence number for this year, zero-padded to 3 digits
const seqNum = (countThisYear + 1).toString().padStart(3, "0");
const ticketId = `TKT-${yearStr}-${seqNum}`;
// Write the Ticket ID into column B of the new row
sheet.getRange(lastRow, COL_TICKET_ID).setValue(ticketId);
// 2. Set default Status = "Open"
sheet.getRange(lastRow, COL_STATUS).setValue("Open");
// 3. Update "Last Updated" with the current timestamp
sheet.getRange(lastRow, COL_LAST_UPDT).setValue(now);
// 4. Send a notification email to IT support
try {
const requesterName = sheet.getRange(lastRow, COL_NAME).getValue();
const requesterEmail = sheet.getRange(lastRow, COL_EMAIL).getValue();
const priority = sheet.getRange(lastRow, COL_PRIORITY).getValue();
const category = sheet.getRange(lastRow, COL_CATEGORY).getValue();
// Compose email subject and body
const mailSubject = `New IT Ticket: ${ticketId} (${priority})`;
const mailBody = `
Hello IT Team,
A new IT support ticket has been submitted:
• Ticket ID: ${ticketId}
• Submitted by: ${requesterName} <${requesterEmail}>
• Category: ${category}
• Priority: ${priority}
• Timestamp: ${formatDateTime(now)}
Issue Description:
${sheet.getRange(lastRow, COL_DESCRIPTION).getValue()}
Please review and assign this ticket as needed.
--
This is an automated notification from the IT Help Desk ticketing system.
`;
// TODO: Replace with your actual IT support email (or a group alias)
const IT_SUPPORT_EMAIL = "dretrevor8@gmail.com";
MailApp.sendEmail({
to: IT_SUPPORT_EMAIL,
subject: mailSubject,
body: mailBody
});
} catch (err) {
Logger.log("Error sending notification email: " + err);
}
}
/**
* Helper function to format a Date object as "YYYY-MM-DD HH:MM:SS"
* (You can adjust to any preferred format.)
*/
function formatDateTime(date) {
const pad = (n) => n < 10 ? "0" + n : n;
const year = date.getFullYear();
const month = pad(date.getMonth() + 1);
const day = pad(date.getDate());
const hours = pad(date.getHours());
const minutes = pad(date.getMinutes());
const seconds = pad(date.getSeconds());
return `${year}-${month}-${day} ${hours}:${minutes}:${seconds}`;
}