Template Tutorial & Tips: Help Desk Ticket Tracker
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Help Desk Ticket Tracker

Log, track, and resolve help requests with this tracking sheet. Publish a form to your web site or intranet, then share and work through the sheet with your help desk staff to ensure each item is handled quickly and thoroughly.

You can add to or modify templates as you see fit — a template is simply a starting point for your work.

Set Up the Web Form

Help desk staff can enter issues directly into the sheet, or click the Forms tab to create a form for customers to log their own help issues from your web site or intranet.
Only show columns labeled “Form Info” in your web form for users. Help staff will use “Response” columns to process issues.
You can set up the web form to allow your customers to attach screen captures, photos, or other files that help explain the issue.
You can edit the confirmation message, change the next action after submission is complete, and change the form colors and logo.

Handling New Requests

New form submissions appear in the queue at the bottom of the sheet, in the Unassigned Requests section.
  1. Review the issue and any incoming attachments.
  2. Assign the recommended ticket number to the issue. The recommended number is one larger than the largest ticket number in the above assigned issues.
  3. Drag the issue row to the appropriate priority section: Urgent, Inconvenienced, or Can Wait.
  4. Add a technician name.
  1. When a response is made, enter a status. Add further details in the row discussion. Optionally, add a new column to show recent comments in cells.
  2. When an issue is solved, enter the date closed.
  3. Check the Resolved checkbox. Issues checked as Resolved will appear in gray strikethrough text.
  4. Drag the row to the Closed queue.
To see a history of cell revisions, right mouse over the cell and click View History.

Setup Tips

Add, modify, and delete columns as you see fit.
When you share your project, give your support team Editor permissions – then you own the layout and your team can update details on issues. Locked parent rows prevent Editors from making changes to the layout.
If customer marked an issue as Urgent, it will automatically appear in bold red text. To change formatting rules, click the Conditional Formatting button.
You can set up the sheet to notify you, your entire team, or anyone else when a new request is added to the queue.