How to Build a AI Helpdesk Ticketing System with Google Sheets & Apps Script | E33

A support desk in a Google Sheet, with Gemini drafting the reply. Tickets are raised, assigned to an agent, answered against an SLA clock and closed with the whole conversation kept — the pieces that separate a helpdesk from a shared inbox.

The ticket

Users register themselves and raise tickets with file attachments. Each ticket goes to a department, is assigned to an agent, and carries public comments the customer sees plus internal notes only staff see — which is where the honest discussion about a ticket actually happens. Every change is kept in the ticket history.

Where the AI helps

Gemini drafts responses from the ticket content, so an agent starts from a written reply and edits it rather than facing an empty box. On repetitive tickets that is most of the handling time removed; the agent still decides what is sent.

SLA and the queue

Each category carries its own SLA, so a password reset and a system outage are not judged by the same clock. Filters cut the queue by status and date range, and CSV, PDF or print export takes it out for a report.

Roles and the record

Three roles — admin, agent and user — decide what each login opens: users see their own tickets, agents see their queue, the admin manages users and departments. Activity logging and the audit trail record who did what. Dark and light themes, and a responsive layout so an agent can pick up a ticket on a phone.