Form templates / Software & IT
IT Support Request Form
An IT support request form should collect what a technician needs to avoid the first reply being a question. Device, exact error, what was happening, and who else is affected.
For software teams, IT departments and managed service providers.
"It's not working" costs a technician an hour of guessing
The gap between a good ticket and a bad one is about twenty minutes of technician time. A bad one starts a conversation; a good one can often be diagnosed before anyone touches the machine.
So this template asks for the exact error text, what the user was doing, whether it happens every time, and whether anyone else has it. That last question is the one that turns fifteen separate tickets into one incident - which is a completely different response.
A record with a timestamp
Every submission is stored with the moment it was made, and exports as a spreadsheet. If a report ever has to be produced - for an insurer, a regulator, a review - it exists, dated, unedited.
A bug report that doesn't need three follow-ups
"It's broken" costs a developer an hour of guessing. Steps to reproduce, expected versus actual, browser and version turn a report into something that can be triaged without a conversation.
Fields make people answer the questions they'd otherwise skip - and being able to filter a month of reports by area or severity tells you where to spend the next sprint.
Route it to the right person
Send every report to whoever needs to act on it by email the moment it arrives, so nothing sits in a queue waiting to be noticed.
Yours to change, immediately
Nothing here is fixed. Rewrite a question, reorder them by dragging, add your brand colour, delete half of it. Save and the live form updates - there's no separate publish step and no deploy to wait for.
What this template asks
- Your name
- Work email
- Department
- Where are you?
- Best number to reach you
- What's it about?
- Which application?
- What's happening?
- The exact error message, if there is one
- How often does it happen?
- When did it start?
- Did anything change beforehand?
- What have you tried?
- A link to a screenshot
- Who's affected?
- How urgent?
- Is anything time-critical?
- Device make and model
- Operating system
- May we connect remotely to your device?
More Software & IT forms
Questions
Should I ask for a screenshot?
Ask for the exact error text as well - screenshots get pasted into documents and lose detail, and error text is searchable. Ask for a link if they have an image.
How do I stop everything being marked critical?
Define the levels in terms of business impact next to the options, and ask how many people are affected. Users self-select accurately when the definitions are visible.
Can reports be submitted anonymously?
Yes, if you make the name optional. Nothing about the submitter is recorded otherwise - no IP address, no account, no tracking.
Can this go to more than one person?
Yes. Notification recipients are a list, so a report can reach a manager and a safety lead at the same time.
Can I export everything for an audit?
Yes - one click gives you a CSV of every response with its timestamp, which is usually exactly what an auditor or insurer asks for.
Can this feed into our issue tracker?
Point a webhook at your tracker and every submission is posted to it as JSON as it arrives, or pull responses from the REST API. There's also a CSV export for bulk import.
Publish your it support request form today
Start from this template and change anything you like. Free to begin.