Example to enable generate unique ticket number and send notification for google form helpdesk

google_script_helpdesk.js

// Read more at: https://medium.com/@imantung/simple-helpdesk-using-google-forms-and-apps-script-ee3c755bb2b7

const TOAST_TIMEOUT = 3; // toast show for 3 sec
const FORM_SUBMIT_SHEETNAME = "Form Responses 1"

const TICKET_NO_LENGTH = 5;
const TICKET_NO_CHARSET = '0123456789abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ';

const SUPPORT_EMAIL = "support@example.com"
const SUPPORT_NAME = "Your Humble Support"

function onFormSubmit(e)
{
  let ticketNo = generateTicketNo();
  let email = e.namedValues["Email Address"].toString();
  
  sendNofication({
    ticketNo: ticketNo,
    recipient: email,
    subject: "You have create incident report #" + ticketNo,
    message: "Thank you for reporting the incident. Our support team will take a look at this soon and come back to you soon.", 
    incident: {
      email:  email,
      name: e.namedValues["Name"].toString(),
      summary: e.namedValues["Summary"].toString(),
      description: e.namedValues["Description"].toString(), 
      bookingCode: e.namedValues["Booking Code"].toString(),
      custCode: e.namedValues["Customer Code"].toString()
    },
  })

  // set ticketNo to column 2 (column B)
  let sh = e.range.getSheet();
  sh.getRange(sh.getLastRow(),2,1).setValues([[ticketNo]]);
}

function onEdit(e)
{
  let activeSheet = e.source.getActiveSheet();

  if (activeSheet.getName() === FORM_SUBMIT_SHEETNAME){
    
    let col = e.range.columnStart;
    let row = e.range.rowStart;

    // get raw data from column A to K (11 column)
    let data = activeSheet.getRange(row,1,1,11).getValues()

    let curr = data[0][col-1].toString();
    let ticketNo = data[0][1].toString();        // column B
    let custEmail = data[0][2].toString();       // column C
    let incident = {
      email:  custEmail, 
      name: data[0][3],         // column D
      summary: data[0][4],      // column E
      description: data[0][5],  // column F
      bookingCode: data[0][6],  // column G
      custCode: data[0][7]      // column H
    }

    switch(col){
      case 9:  // edit triggered on column I: Assignee
        sendNofication({
          ticketNo: ticketNo,
          recipient: curr,
          subject: "You have assign to Incident #" + ticketNo,
          message: "You have assign to Incident #" + ticketNo, 
          incident: incident,
        })

        info("Incident #" + ticketNo + ": Notify assignee " + curr)
        break;   
      case 10: // edit triggered on column J: Status
        let status = curr;
        let remarkToCust = data[0][10];

        let message = "Your Incident Report (#" + ticketNo + ") have been update to " + status + ".";
        if (remarkToCust !==  ""){
          message = message + " Remark: " + remarkToCust;
        }

        sendNofication({
          ticketNo: ticketNo,
          recipient: custEmail,
          subject: "Status Update on Incident #" + ticketNo + ": " + status,
          message: message, 
          incident: incident,
        })

        info("Incident #" + ticketNo + ": Notify reporter  " + custEmail)
        break;   
    }

  }
}

function sendNofication(p){
  // Learn more: https://spreadsheet.dev/send-email-from-google-sheets
  MailApp.sendEmail({
    to: p.recipient,
    subject: p.subject,
    htmlBody: getHTMLBody(p),
    replyTo: SUPPORT_EMAIL, // set reply to support email instead dev email
    name: SUPPORT_NAME // set sender name to support name
  })
}

function getHTMLBody(p){
  // Consider to use html template for better style
  // Learn more: https://spreadsheet.dev/send-html-email-from-google-sheets
  return p.message + "<br \><br \>"
    + "Incident Details<br \>"
    + "<table border=1>"
    + "<tr>" + "<td>Customer Email</td><td>" + p.incident.email +"</td></tr>"
    + "<tr>" + "<td>Customer Name</td><td>" + p.incident.name +"</td></tr>"
    + "<tr>" + "<td>Incident Summary</td><td>" + p.incident.summary +"</td></tr>"
    + "<tr>" + "<td>Incident Description</td><td>" + p.incident.description +"</td></tr>"
    + "<tr>" + "<td>Booking Code</td><td>" + p.incident.bookingCode +"</td></tr>"
    + "<tr>" + "<td>Customer Code</td><td>" + p.incident.custCode +"</td></tr>"
    + "</table>"
    + "<br \><br \>"
    + "Regards,<br \>"
    + SUPPORT_NAME; 
}



function generateTicketNo () {
  // OG: https://gist.github.com/clayperez/0d689b02693b2e94a7d1ddea98a0571c
  var rtn = '';
  for (var i = 0; i < TICKET_NO_LENGTH; i++) {
    rtn += TICKET_NO_CHARSET.charAt(Math.floor(Math.random() * TICKET_NO_CHARSET.length));
  }
  return rtn;
}


function info(msg){
  // Learn more: https://spreadsheet.dev/toast-notifications-in-google-sheets
  SpreadsheetApp.getActiveSpreadsheet().toast(msg, "ℹ️ Infomation",TOAST_TIMEOUT);
}

function warn(msg){
  SpreadsheetApp.getActiveSpreadsheet().toast(msg, "⚠️ Warning",TOAST_TIMEOUT);
}