Helpdesk request intake (log to a Sheet, notify Chat, acknowledge by email)

On each helpdesk form submission: the request is logged, posted to Chat, and the requester receives an acknowledgement email.

Starter: When a form response comes in (your helpdesk request Google Form)

1. Log the request to a SheetSheetsUse the Sheets 'Add a row' step to record the request, requester, and category into your helpdesk queue spreadsheet.
2. Post to the helpdesk Chat spaceChatUse the Chat 'Post in a space' step to notify the team in your existing helpdesk space so someone can pick it up.
3. Acknowledge the requesterGmailUse the Gmail 'Send an email' step to send the requester a short acknowledgement confirming receipt and the expected response time.

• Requester name — From the request form response. (e.g. Dana Li)
• Requester email — From the request form response. (e.g. dana@example.com)
• Request summary — From the request form response. (e.g. Laptop won't join Wi-Fi)
• Category — From the request form response. (e.g. Hardware)

Paste this draft into Google Workspace Studio's Describe it with AI box, then review and adjust the flow it builds. This is Google's Gemini feature — CertPilot does not run any AI.

• An eligible Google Workspace edition with Workspace Studio and Gemini enabled by your admin.
• Access to Sheets, Chat, and Gmail (subject to your admin's Studio step controls).
• A helpdesk request Google Form, a queue spreadsheet, and an existing helpdesk Chat space.

Security notes

• The queue may contain personal data — restrict spreadsheet and space access.
• Post to an existing Chat space; subject to your admin's Studio controls and DLP policy.

What it does not do

• Not a full ticketing system — no SLAs, assignment, or status tracking beyond the spreadsheet.
• Chat cannot create a space — post to an existing one.
• Does not deduplicate or route by skill.

• Workspace Studio test runs take real actions — a test really adds a row, posts to Chat, and sends an email.
• Test with your own address against a test Sheet and a test Chat space before going live.

Primary source

Last verified 26 August 2026

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