I am the volunteer webmaster for a co-op preschool and receive many similar support requests, such as parents being unable to see the calendar for their child's class. I created detailed guides that I can't get people to read. Instead, everyone just emails me without giving me any of the details I need to solve the problem.

I would like to create a troubleshooting tree in which users get directed to different nodes with further suggestions and questions depending on their answers to earlier questions, similar to (but hopefully more useful than) the Microsoft Windows troubleshooter. If they are unable to resolve the problem themselves, I would like to receive an email or for a ticket or spreadsheet row to be created with the answers they provided.

I tried doing this as a Google Form, but I am unable to embed pictures or links.

I looked at previous posts http://webapps.stackexchange.com/questions/1213/what-web-apps-can-help-us-to-build-support-section-in-our-company-website and http://webapps.stackexchange.com/questions/1914/what-is-a-good-small-business-online-support-application but am looking for a lighter-weight solution.