Log customer suggestions as files the team can browse
Every suggestion becomes a file in a shared Drive folder, grouped by type so the whole team can browse the archive.
New feedback or support form submitted in formformform
Create a new file in a shared Google Drive folder containing the feedback text
One-directional. A submission triggers the action — nothing is written back into your form.
Feedback that only support reads is feedback the rest of the company argues about second-hand. This flow files every suggestion as its own document in a shared Drive folder, grouped by the type the person picked, so product and leadership can read the raw wording without asking anyone to export it.
Support leads set it up when the same idea starts arriving weekly. Because Drive indexes document contents, searching the folder for a feature name pulls up every submission that mentioned it, in the customer's language rather than a summary of it.
Setting it up
- 1
Publish the Suggestions & Feedback Form template and leave the name and email fields optional, so people are willing to say the blunt thing.
- 2
Create a Feedback folder on a shared drive and give the whole company at least commenter access, so nobody has to request the archive before reading it.
- 3
In Zapier, choose formformform as the trigger app with New Submission, select the feedback form, and pull a test submission through.
- 4
Add the Google Drive Create File from Text action, set Folder to Feedback, and turn Convert to Document on so the contents are indexed and colleagues can comment inline.
- 5
Start the File Name with What Type of Suggestion Is This? followed by the submission date, so sorting the folder by name groups bugs, ideas and complaints together.
- 6
Write Your Suggestion or Idea into the body first, then How Would This Help?, then the contact details, so the point is visible in the Drive preview without opening the file.
- 7
Map May We Follow Up With You? onto its own line, since that answer decides whether support replies or the file is left as a data point.
- 8
Send a test, search Drive for a phrase from inside the test file to confirm indexing works, then turn the Zap on.
What maps where
Using the Suggestions & Feedback Form as the starting point. These are its real fields — swap in your own and the mapping works the same way.
| Form field | Google Drive |
|---|---|
| What Type of Suggestion Is This? | First part of the file name |
| Your Suggestion or Idea | Opening body of the file |
| How Would This Help? | Rationale section of the file |
| Your Name (optional) | Attribution line at the foot of the file |
| Email Address (optional) | Contact line at the foot of the file |
| May We Follow Up With You? | Follow-up flag in the file body |
Variations worth knowing
Swap the Drive action for the Google Docs Append Text to Document action pointed at a single feedback log. A folder of separate files is easier to comment on individually, while one long document is easier to read in a sitting before a roadmap meeting. Pick whichever the team actually opens.
Add Zapier paths on What Type of Suggestion Is This? so complaints, ideas and bug reports each get their own folder. Product can then subscribe to the ideas folder and support to the complaints folder, instead of everyone watching one folder and filtering it in their head.
If something isn't arriving
Optional questions arrive as blank values and Zapier writes the blank. Add a Formatter step with a default of something like not given for both contact fields, or label the lines so an empty one reads as a deliberate choice rather than a broken mapping.
Plain text files are indexed, but only after Drive has processed them, and a file created seconds ago will not match yet. Turn Convert to Document on so each submission becomes a Google Doc, and allow a few minutes before judging whether search is working.
Frequently asked questions
Can we collect feedback anonymously and still file it in Drive?
Yes. The name and email questions on this template are optional, so a submission with both blank still creates its file. Only the contact lines come through empty, and the suggestion itself is stored and searchable exactly like any other.
Does commenting on the file reach the person who sent the feedback?
No. Comments stay inside Drive, and the connection only ever sends outward, so nothing you write reaches the submitter. Reply from your own email tool using the address they left, if they left one and said follow-up was welcome.
How do we stop the folder becoming unusable after a year?
Sort by name so the type prefix groups related submissions, and move anything acted on into a Shipped subfolder each quarter. The archive is meant to be browsed, so pruning it is part of the routine rather than a sign the flow is wrong.
Related automations
- Archive every submission as a dated text file
Each submission becomes a dated text file in one shared Drive folder, readable by anyone with access to it.
- Collect speaker details into a per-session folder
Every speaker submission opens a folder for that session in Drive, with the bio, topic and AV needs already filed.
- Create a project folder for every new client
A folder named after the client appears in Drive the moment intake is submitted, with the brief already inside it.
- Save every candidate registration to a hiring folder
Every registration becomes a candidate file in one shared hiring folder, named so a recruiter can scan the roster.
- Turn a quote request into a draft agreement
Each quote request copies your master agreement in Drive and fills in the client, the service and the scope.
- Append every support request to a running log
Every help desk submission appends a line to one shared Dropbox text file, so the team reads the day's requests in order.
Build the form first
The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow.
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