Top 11 tips for technical support

1

Let coworkers submit support requests

Let coworkers submit support requests with Forms. Include questions, such as a description of the problem, who reported the issue, who’s handling 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.

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Forms

2

Create bookable appointment slots

Let your coworkers know when you’re free using Calendar. Add open, bookable slots to your schedule. When people need to meet with you to discuss support cases, they can book an appointment with you.

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Calendar

3

Track support 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.

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Sheets

4

Share an inbox with your support staff

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‑support@your-company.com, instead of an individual email address.

5

Create an internal technical-support site

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

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Sites

6

Host a public website for your 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.

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App Engine

7

Provide support over video meetings

Provide remote support with a Google Meet video meeting. You can use the built-in chat to help figure out what the problem is and if you need to dig further, start an impromptu video meeting. Meet works on computers and mobile devices, so you can use it in the office or when you’re on the go.

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Google Meet

8

Share support answers and info 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.

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Shared drives

9

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.

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Mobile

10

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.

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• Slides
• Google Meet

11

Filter urgent email requests

Label important emails 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.

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Gmail