IT Support Request Form Template
An internal helpdesk intake that sorts tickets by impact on work, not by who shouts loudest — with error screenshots and asset tags arriving on the first pass.
Something in your toolkit misbehaving? File it here — requests are worked by impact, and a good screenshot usually halves the fix time.
The full window, error text visible — worth a thousand words of description.
Internal IT queues fail in a predictable way: tickets arrive as "computer broken, please help", triage happens by seniority of the sender or volume of the follow-ups, and the technician's first hour is spent asking questions the form should have asked. This template encodes the helpdesk discipline that fixes all three — impact-based sorting, error evidence up front, and the asset tag captured exactly when it matters.
Why these fields. Directory name and company email identify the requester the way your systems know them, which matters when the fix involves pushing a policy or resetting an account. The problem-kind selector routes between fundamentally different workflows — a password reset, a hardware swap, and a VPN diagnosis are handled by different runbooks and sometimes different people. The impact question is the queue's sort key, and its options are phrased as work outcomes rather than severity jargon: "I can't work at all" is a claim a colleague makes honestly and a technician can act on immediately, where "P1" is a negotiation. The description field coaches for the exact error text, because verbatim messages are searchable against known issues while paraphrases are not. The screenshot upload takes up to two images at 10MB each — the full window, not a crop, since context around the error is usually the diagnosis. And the asset tag field appears only when hardware is selected, via a logic rule: software tickets never see it, hardware tickets never skip it, and inventory stays reconciled without a separate audit.
What we left out. Department cost codes and manager approvals — support is not procurement, and gating a VPN fix behind sign-off punishes the person already blocked. Also fifteen-option category trees: five lanes cover a real office, and "not sure" traffic lands in software anyway.
Who uses this. One-and-two-person IT teams inside growing companies, managed service providers standardizing intake across clients, school and district tech offices, and ops managers who became IT by being good at it.
Make it yours. Rename the problem lanes to your actual stack, and extend the logic the same way the hardware rule works — an account-issues lane could reveal a "which system?" dropdown. Add password protection in Settings so the form stays internal even if the link leaks beyond staff. Wire a webhook into your ticketing tool or IT channel with the impact answer in the payload, so blocked-user tickets page someone while annoyances queue politely. Export the CSV quarterly: recurring error patterns by category are your case for replacing that one printer, in a format a budget owner respects.
Triage is the product. A helpdesk earns trust when the blocked person gets helped first, every time, regardless of rank. This intake makes that ordering automatic — the queue is sorted before anyone reads it.
Frequently asked questions
Why does the asset tag question only appear sometimes?
A logic rule shows it only when the hardware lane is chosen — software and account tickets stay shorter, and hardware tickets always arrive with the tag your inventory needs.
How do we keep this form internal to staff?
Set a password in the form Settings so only people you share it with can open it, and keep the link on your intranet rather than a public page.
Can tickets land directly in our IT channel or ticketing tool?
Yes — add a webhook and each ticket POSTs in real time, signed for verification, with the impact answer included so your tooling can page on "can't work at all".
What if someone can't attach a screenshot?
The upload is optional by design — account and network problems often have nothing to screenshot. The description field asks for exact error text as the fallback evidence.