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Helpdesk Request Form Template

Streamline your support process with a tailored helpdesk template

Managing support requests can feel overwhelming, but a well-designed helpdesk request form can simplify the process. This template is perfect for customer support teams looking to capture bug reports, feature requests, and general inquiries efficiently. With a user-friendly interface, customizable fields, and WCAG-aligned labels for accessibility, you can enhance response rates and improve client satisfaction, streamline team workflows, and gain valuable insights into customer needs. Explore how this helpdesk request form can elevate your support system.

Use this Template (FREE) Live Preview
Full name
Work email
Phone number
What type of request is this?
Incident (something is broken)
Service request (something new or change)
Access request (permissions or account)
Question or how-to
Other
Please Specify:
Short summary or subject
Describe the request or issue
Who is impacted?
Single user (just me)
Multiple users
Department or team
Organization-wide
External customers
Not applicable
Link to screenshots or files (URL)
How urgent is this?
Low - Not urgent
Normal - Soon (2-4 business days)
High - Today if possible
Critical - Service is down
Application or system affected
Device type
Desktop
Laptop
Mobile phone
Tablet
Virtual machine
Server
Printer/Peripheral
Not applicable
Other
Please Specify:
Operating system
Windows
macOS
Linux
Android
iOS/iPadOS
ChromeOS
Not sure
Other
Please Specify:
When did the issue start?
Error message text (if any)
Work location
Office
Home/remote
Client site
In transit
Other
Please Specify:
Manager or approver email (if approval is required)
Needed by date (if applicable)
Preferred contact method
Email
Phone
Chat/IM
No preference
Best time to reach you
Morning
Afternoon
Evening
Any time
May we contact you about this request?
Yes
No
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Paper art illustration depicting a helpdesk request form for FormCreatorAI article.

When to use this form

Use this template when teammates need fast support with tools, access, hardware, or account issues. It helps your support team capture the right details, route work, and set expectations. Common cases: cannot sign in to VPN, broken laptop charger, app permission blocked, page not loading, or a software install. For requests that belong to IT workflows, funnel them to the IT Service request form to ensure the right queue handles them. For marketing or design deliverables (briefs, assets, timelines), send those to the Creative project request form instead, so your help desk stays focused on support. The result: fewer back-and-forths and quicker resolutions.

Must Ask Helpdesk Request Questions

  1. What do you need help with today?

    A clear summary lets agents triage and assign the request without guesswork. It reduces follow-up and speeds the first response.

  2. How is this issue affecting your work right now?

    Impact and urgency help set priority and SLA. Knowing who is blocked and how many users are affected guides routing and escalation.

  3. Where and when does the problem occur (app, URL, device, OS, browser, network)?

    Environment details help reproduce the issue and rule out local causes. They also point to the right specialist, such as network, app, or device support.

  4. What have you tried so far, and can you attach screenshots or error messages?

    Prior steps prevent repeated troubleshooting and show what has already been ruled out. Screenshots or error text improve accuracy and shorten resolution time.

  5. Is this a new request or related to an existing ticket?

    If this relates to an open case, include the ticket ID so work stays in one thread. You can also reference the IT Service ticket form to link updates and avoid duplicates.

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