Skip to content
Growform Multi Step Form Builder
Free trial

IT support request form template

This six-step IT support request form asks the device, the kind of issue, the operating system, how urgent it is and any details, followed by the contact details. Clone it into your Growform account and add your service levels.

Clone this template Or, view template in new tab

What the form asks, step by step

A technician can triage most tickets from the device, the operating system and the type of fault. The urgency step sets the priority before anyone reads the details.

  1. Step 1: “What type of device are you having trouble with?”

    Desktop, laptop, tablet or smartphone tells you which technician picks up the ticket.

  2. Step 2: “What kind of issue are you experiencing?”

    Hardware, software and network problems follow different troubleshooting paths.

  3. Step 3: “What operating system is your device using?”

    Windows, macOS, Linux, Android or iOS narrows the fix before the call.

  4. Step 4: “How urgent is your issue?”

    Critical requests can be routed to the on-call technician straight away.

  5. Step 5: Details

    Users can paste error messages or describe what happened just before.

  6. Step 6: “How shall we contact you?”

    Name, email and phone come last.

  7. After submitting

    Users see the default thank-you, which a help desk can rewrite to state its response time for each urgency level.

Who it’s for

IT support companies, computer repair services and internal help desks use this template as their IT service request form. Each request arrives with the device, the operating system, the fault type and the urgency, which is enough to assign the right technician. It suits businesses whose staff would otherwise email vague messages that need several replies before work can start.

Why this structure converts

  • Users who are not technical can still answer, because “Not sure” is offered for the issue type.
  • Urgency is chosen by the user, which sets expectations about how fast you will respond.
  • The details step comes last, when the user has already described the problem in structured terms.
Use this template

14-day free trial, no credit card

Make it yours

  • Create tickets automatically

    Connect the form to Zendesk, Freshdesk or Jira Service Management so each request opens a ticket with the answers attached.

  • Add a screenshot upload

    A file upload on the details step lets users attach screenshots of error messages.

  • Correct the macOS spelling

    The operating system options read “MacOS”. Change it to “macOS” to match Apple’s own spelling.

Send every lead where your team works

See all integrations

Frequently asked questions

What makes a good IT support form?

It collects the device, operating system, type of issue and urgency, then lets the user add details. That lets the help desk triage without a call.

Can urgent requests be escalated?

Yes. Use the urgency answer to post critical requests to a Slack channel or to assign them in your ticketing tool.

Which help desk tools does it connect to?

Growform sends requests to Zendesk, Freshdesk, Jira Service Management, Zoho Desk and Syncro.

What happens next?

  1. Step 1: Clone this form template

    Clone this template into your Growform account (create one first if you don’t already have one).

  2. Step 2: Edit your form

    Get creative and adjust your form's theme options, questions or layout in the Growform form builder.

  3. Step 3: Share or embed your form

    Share a link to your form, or embed it in your existing website. Receive new submissions by email or send them to 7,000+ apps via Zapier.

Start your free trial

Build multi-step forms just like this one. 14-day free trial, no credit card required.

Start free trial