Customer Support

IT Support Request Form Template

An IT support request form is a form that collects an employee's details, the type of problem, the affected device or asset tag, the urgency and any error message so an IT helpdesk can triage and fix issues in order. This template keeps the employee side short while capturing the details technicians usually have to chase, like the asset tag and whether other people are affected.

Use this template — freeTry it first
11 questions
One page
~3 min
To fill in
Direct layout
Mobile-ready
Free
No credit card
IT Support Request form beside a photo of a technician repairing a laptop

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Photo by IT services EU on Pexels

Who it's for

In-house IT teams, managed service providers (MSPs), school and university IT offices, and office managers who handle IT for a small company.

  • The 'Get IT help' link on your intranet or Teams/Slack channel
  • MSPs taking tickets from several client companies through one form
  • School staff reporting classroom projector and laptop issues
  • Logging walk-up requests at the IT desk so nothing is lost

What this template asks

Every question can be changed, removed or reordered once it's yours.

  1. Full name*

    Short text

  2. Work email*

    Email

  3. Department*

    Dropdown

    • Finance
    • HR
    • Sales
    • Marketing
    • Operations
    • Engineering
    • Customer support
    • Management
    • Other

  4. Office, floor or desk

    Short text

    Optional

  5. What kind of issue is it?*

    Dropdown

    • Computer or laptop hardware
    • Printer or scanner
    • Software or app error
    • Email or calendar
    • Wi-Fi, VPN or network
    • Password or account locked
    • Phone or video calls
    • New equipment request
    • Other

  6. Device or asset tag number

    Short text

    Optional. Usually on a sticker on the device

  7. How urgent is it?*

    Multiple choice

    • Low - when you get a chance
    • Medium - slowing me down
    • High - I cannot do my job
    • Critical - many people are affected

  8. Who is affected?*

    Multiple choice

    • Just me
    • My team
    • The whole office
    • Not sure

  9. Describe the problem*

    Long text

  10. What have you already tried?

    Long text

    Optional

  11. Screenshot of the error

    File upload

    Optional

Tips for more responses

  1. 1

    Print a QR code on asset tag stickers or meeting room walls so people can report a fault from their phone when their laptop is the problem.

  2. 2

    Send each request to your ticket queue with a webhook, or log it in Google Sheets or Microsoft Sheets for a simple tracker.

  3. 3

    Require sign-in so you know exactly who raised each request without asking for their name and email.

Questions

What should an IT support request form include?

The employee's name, email, department and location, the issue type (hardware, software, network, account or access), the device or asset tag, how urgent it is and how many people are affected, the error message, what they already tried and an optional screenshot.

How do IT teams prioritize support requests?

Most use impact and urgency: how many people are affected and whether they can still work. An outage for a whole team ranks above a single user's slow laptop. Asking both questions on the form lets you sort tickets before reading them.

What is an asset tag and why ask for it?

An asset tag is the label or ID number IT puts on a company device. Asking for it lets a technician look up the device's model, warranty and history straight away instead of guessing which laptop is broken.

Is this it support request template free?

Yes. Copy it into a free Dculus Forms account, change anything you like and start collecting responses. No credit card is needed.

Can I change the questions?

Yes. Your copy opens in the form builder, where you can add, remove and reorder questions, change the layout and add your own branding.

Where do the responses go?

Responses arrive in your Dculus Forms workspace. You can export them to Excel or CSV, send them to Google Sheets or a webhook, and get email notifications.

Can I host it myself?

Yes. Dculus Forms is open source (GPLv3), so you can run it on your own servers and keep every response in your own database.

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