IT Support Ticket template

An IT support ticket form with triage built in: category, impact level, a description prompt that coaches useful bug reports, and a screenshot upload. Its best trick is a logic rule — the asset-tag question appears only for hardware issues, so software and access tickets stay one question shorter.

Use this template Start free — no card

8 questions · works on the free plan (500 responses/month) · fully customizable

1 built-in logic rule
File upload question

What’s inside

The questions this template ships with — rename, reorder, or delete any of them in the builder.

01Your work emailEmail

02What do you need help with?Dropdown

03Asset tag on the deviceShort text

04How badly is this blocking you?Multiple choice

05What's happening?Long text

06Attach a screenshot or error messageFile upload

When to use this template

A one-person IT team at a growing company, replacing DM-based support with a queue that captures impact and detail up front
An MSP giving each client site a branded ticket form instead of a shared support inbox
A school district where staff report laptop and projector issues against asset tags the district actually tracks
Any helpdesk where 'it's broken' currently arrives with no screenshot, no error message, and no urgency signal

Tips to get more from it

The asset-tag branch is wired to the category dropdown: only 'Hardware — laptop, monitor, peripherals' reveals it. If you rename that option, update the rule in the logic panel to match the new text.
The impact question ('I can't work at all' / 'I can work around it' / 'Minor annoyance') is phrased from the reporter's seat, which is why it gets honest answers — keep the phrasing even if you relabel categories.
The description field's prompt — what you expected, what happened, when it started — is a bug-report template in one sentence. It does more for ticket quality than any required checkbox.
The ending screen commits to picking up blocking issues within the hour during business hours. Match it to your real coverage before publishing.

Questions people ask

Why does the asset tag question only show up sometimes?

A logic rule skips it unless the category is hardware — no point asking for a sticker number on a VPN problem. The rule is editable in the builder.

Can users attach screenshots or error messages?

Yes, up to three images per ticket at 10 MB each. Screenshots routinely cut a diagnostic round-trip out of every ticket.

Does this replace a helpdesk tool?

For small teams, often yes: submissions collect in one responses view, notify you by email, and export as CSV. There's no ticket-state workflow, so once you need assignment and status tracking, you've outgrown a form — but this gets you surprisingly far.