Google Drive adds enhanced support for workspace

Photo Source: Wired UK

Google Drive has brought in a new feature through which Microsoft Office files will directly open in the editing mode on the web. Earlier, it opens a preview of the document by double-clicking and then users are given options to open the document in editing mode or download file. But, now users will be able to edit, comment and collaborate on office files directly using the interface of Google Docs, Sheets and Slides. An Enhanced Support Service is also introduced by Google Workspace for enterprise users in which accelerated response time, advanced product knowledge and third-party technology support is offered.

Office editing support has begun to roll out and from November end it will be available to all users.  As per a blog posted by Google, this will make opening and editing of documents easier. Changes will get saved to the file automatically in its existing Office format.

This change will be applicable to all suitable Office file types which consist of .docx, .doc, .ppt, .pptx, .xls, .xlsx and .xlsm files. However, password secured files will not open in the Office editing mode directly.

This will be a by default feature, but users can still choose to preview the files by simply right clicking the file and then clicking Preview or by just pressing the P button on the keyboard while double clicking the file. If users have a Chrome extension already for office editing for Docs, Sheets and Slides installed then Google will redirect to the extension rather than redirecting to Docs, Sheets or Slides.

According to Google, Enhanced Support is designed for the users who need quick, advanced and complete support. Enhanced Support level stands between Standard and Premium Support. It comprises Enterprise Essentials, Enterprise Standard and Enterprise Plus editions. It can also be purchased by Business Standard and Business Plus users as an upgrade.

This new level will also give a 24/7 accessible support experience. Priority 1 cases, customers will receive a first relevant response within one hour while Priority 2 cases will receive a response in 4 hours. Enhanced Support will have an intelligent triaging and explained Google which will ensure that cases are routed directly to those technical experts who have advanced product knowledge and training. It will also incorporate additional tools to give full support. Customers can also utilize the third-party integrations which are available on Google Workspace which will include assistance with application set-up, configuration and troubleshooting.


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