Tips for technical support

On this page

• Set up a system for support requests
• Create support sites
• Provide support & training
• Use generative AI at work

               

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 Set up a system for support requests

Let coworkers submit requests using Forms

Create a form the people can fill out to request support. Include questions such as a description of the problem, who reported the issue, and the priority level. You can automatically send all responses to a spreadsheet, so you can track support cases and filter by priority.

Learn how

• Get started with Forms
• Manage responses in a spreadsheet

 

 

Collect & reply to requests using Gmail

In Gmail, add support staff as delegates to an account so they can monitor and reply to incoming questions. Replies can come from a support alias, such as it‑[e-mail], instead of an individual email address.

Learn how: Delegate & collaborate on email

 

Search & summarize with Gemini

To facilitate case sharing and ensure seamless handoffs, use Gemini for Google Workspace to search for and summarize relevant messages in Gmail.

Learn how: Collaborate with Gemini in Gmail

 

 

Filter urgent email requests

Label important email requests in Gmail, so they don’t get lost in your inbox. For example, you can set up a filter to add the label Urgent if the request has the word “urgent” in it. Or, for customers whose requests are top priority, you can label their emails as Important.

Learn how: Label and sort messages in Gmail

 

 

Track requests & assignments

To keep up with who’s doing what, track your team’s support requests in Sheets. Create a tracking spreadsheet and share it with your team. Everyone can update their support requests and see the latest information. You can assign importance levels to filter and prioritize support cases, too.

Learn how: Set up a project in Sheets

 

 

Create a support site

Create an internal site for coworkers

Create a support site for your organization using Sites. Add an FAQ, help videos, contact information, support forms, and more.

Learn how: Create a site

 

 

Create a public site for customers

If you need a more powerful or advanced website, you can use Google Cloud and App Engine. You can create a staging site to test your website before it goes live. App Engine keeps an archive of all published versions, so you can activate different versions. You can also split traffic between versions. Roll out features slowly over a period of time or compare different versions of your website.

Learn how: App Engine overview

 

 

Put FAQs & instructions in a shared drive

Keep all your manuals, notes, instructions, and help videos in a shared drive. Files in a shared drive belong to the team instead of an individual. If team members leave, the files stay put so your team can continue to share information and get work done.

Learn how: Get started with shared drives

 

 

Provide support & training

Create an appointment schedule

Important: Appointment schedules replace appointment slots. Learn more about the changes to appointment slots.

You can better manage your availability in Google Calendar with appointment scheduling.

With appointment schedules, you can:

• Create and share booking pages so people can book time with you.
• View booked appointments alongside your schedule in Calendar.

Learn how

• Create an appointment schedule in Calendar
• Start or schedule Google Meet video meetings

 

 

Train users remotely

If a new process or software rolls out to tech support, get people up to speed using presentations in Slides. You can present to a remote audience using Google Meet and run Q&A sessions to make sure issues are answered.

Learn how: Present during a video meeting

 

 

Work while you're on the go

When you’re away from your desk, you can still check email, access chat, and work on files from your phone or tablet. Just download the corresponding Google app. Any changes you make automatically sync to the web and to all your other devices, so you’re always up to date, everywhere.

Learn how: Get Google Workspace apps on your mobile device

 

 

Use generative AI at work

If your organization supports it, you can use the artificial intelligence add-on, Gemini for Google Workspace. Use Gemini directly in Google Workspace apps like Docs, Sheets, Slides, Meet, Vids, and Gmail, to help you write, visualize, organize, and connect. You can also use Gemini as a standalone experience at gemini.google.com. 

Learn how

• Get started with Gemini
• Get tips for writing prompts

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