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Tech Support System 2.0

Our technology department just launched our new tech support request system and we built it all with Google free tools. We provided our users with two options to submit a tech support request. The first option is to leverage our Google Apps Edu infrastructure using Google Forms. We created a simple Google Form that asked for information and detailed messages about the tech support issue. It automatically retrieves their account information and populates a Google Spreadsheet shared with my technology team.

If the tech support issue is not being able to access the Internet, we provided our users with a Google Voice number to submit a request. We established a Google Voice local number that users can call to drop a message. Google Voice is feature rich and it allowed us to move away from a virtual PBX solution. Users call the number, leave a voicemail and Google Voice transcribes the message and sends an email to my technology team. It also keeps a voice record of all our submitted tech support requests.

Just another way to reduce the costs of information technology in K12. Drop a comment if you want more specifics. @franze98 has also another great alternative that integrates with Google Apps Edu called eStreamDesk.

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