Project description

Using only Google Spreadsheets, Google Forms, and a few lines of code in Google Apps Scrips, I was able to put together a ticket request system I which a user is able to submit a request with a form, then a manager is able to administrate such tickets assigning them to available agents and finally, the agents are able to submit the resolution for the request.

All this with every party involved receiving notifications via email every step of the way.

However the whole process lacked value if an administrator is not able keep track of all the activity happening in the system. That's why I build a dashboard in Looker Studio to visualise the end-to-end process.

System's flow

First the user makes the request

In the same form, if the user selects the top priority, the form displays a conditional section.

After every mandatory field is filled, the user is able to send the form

Upon receiving notification, the manager can access the assignment form, select a request by ID and select the agent that would handle the request

Finally, upon receiving notification, the agent can select the request and submit a response to the requester

Visualisation

The whole process can be tacked from the dashboard in Looker Studio, where the administrator can make filters and see the flow of requests moving in real time.