Contact
Support request
Collects the thing every support reply asks for anyway: what happened, what you expected, and a screenshot. Urgency is on the form so triage doesn't depend on tone.
- Questions
- 5
- Takes about
- 2.5 min
- Style
- One page
- Scoring
- None
Free, no card. It lands in your workspace as an editable draft.
Worth knowing
- The welcome screen and the intro text above the first question carry example turnaround times, policies and promises. Rewrite them as yours before you publish — they are the part respondents take literally.
What's in it
Report a problem
Welcome screen
Before you start, it helps to have: The email address on your account · The page address w…
Rich text
- 1
The email on your account*
Email
- 2
How urgent is this?*
I can't work at all · It's broken but I have a workaround · A question, no rush
Multiple choice
- 3
What happened?*
Long text
- 4
Where did it happen?
Short text
- 5
A screenshot, if you have one
File upload
Logged
Ending
How to use this template
Open it as a draft
Press "Use this template" and it lands in your workspace as an editable form with all 5 questions already in it. No card, and nothing is published until you say so.
Cut what you do not need
Every question you remove is one fewer reason to abandon the form. It takes about 2.5 minutes to fill in as it stands, and that is the number worth protecting.
Add from the question bank
Pick what you are missing from the questions below. Drag any of them in, change the wording, and use conditional logic so people only see the ones that apply to them.
Share it, or put it on your own site
Publish to get a link, or embed it in a page you already have. Answers arrive in your dashboard, and you can send them on to anywhere else with a webhook or an integration.
32 support request form questions to choose from
The difference between a support queue that moves and one that does not is almost never the size of the team. It is whether the first message contains enough to act on, or whether every ticket starts with three days of back and forth establishing what happened.
These are the questions that collect that context up front, without turning a bug report into a form nobody finishes.
Identifying the account
- What email address is your account under?
- What is your name?
- Which plan are you on?
- Is this for you, or for someone else on your team?
- What is your company name?
- Do you have a previous ticket number about this?
- Which product or area is this about?
- Are you an admin on the account?
What went wrong
- What were you trying to do?
- What happened instead?
- What did you expect to happen?
- When did you first notice it?
- Does it happen every time, or only sometimes?
- Has it ever worked before?
- Did anything change around the time it started?
- What is the exact error message, if there is one?
Reproducing it
- Walk us through the steps that cause it.
- What is the URL where it happens?
- Which browser and version are you using?
- Which operating system?
- Is it a phone, a tablet or a computer?
- Does it happen in a different browser?
- Does it happen for other people on your team?
- Attach a screenshot or a screen recording.
Priority and contact
- How badly is this affecting you? (Blocked, slowed down, minor annoyance)
- How many people does it affect?
- Is there a workaround you are using meanwhile?
- Is there a deadline this is putting at risk?
- What is the best way to reach you?
- What hours are you usually available?
- Which time zone are you in?
- Is it alright if we reply with follow-up questions?
Support Request form questions, answered
- What should a support request form include?
- Enough to reproduce the problem without asking: what they were doing, what happened, what they expected, and where. Browser and device matter more than people think, and asking for them once saves a day per ticket.
- Should a support form ask for a screenshot?
- Yes, and make it optional. A screenshot answers in two seconds what a paragraph often fails to, but making it required means somebody with a problem on their phone gives up on the form.
- How do I route support requests to the right team?
- Ask one category question near the top, then use conditional logic so the rest of the form changes to suit. Billing questions and bug reports need almost nothing in common, and one form that adapts beats three forms nobody can choose between.
- Can I connect a support form to my helpdesk?
- Yes. Send each submission on with a webhook or a connected integration, so a ticket is created where your team already works rather than in a second inbox they have to remember to check.
- Is this support request form template free?
- Yes. Use it, publish it and collect answers on the free plan with no card. Paid plans add things like payments, scheduling, removing our badge and your own domain, but none of them are needed to run this form.
- Do I need an account to use it?
- You need one to edit and publish, because the form has to live somewhere and the answers have to come back to you. Signing up takes about a minute and does not ask for a card. The people filling your form in never need an account.
- Can I change the questions?
- All of them. The template is a starting point, not a fixed form: add, remove, reword and reorder anything, change the look, and use logic so people only see the questions that apply to them.
- Can I put it on my own website?
- Yes. Embed it in a page you already have, or share the link. On a paid plan you can serve it from your own domain so the address says your name rather than ours.
- Where do the answers go?
- Into your dashboard, where you can read, search and export them as CSV. You can also have each response emailed to you, pushed to another tool with a webhook, or sent to a connected integration.
- How long does this form take to fill in?
- About 2.5 minutes as it stands, across 5 questions. Every question you cut brings that down, and shorter forms get finished more often.
Worth reading next
- Contact Form Best Practices: 14 Things That Actually MatterWhat to ask, what to leave out, how to handle spam without a captcha nobody can read, and what to put on the page after submit.
- How to Create an Online Form That People FinishA practical walkthrough: deciding what to ask, building it, testing it properly, and the mistakes that cost the most completions.
- How to Embed a Form on Your WebsiteInline, popup or full page, what each does to conversion, and the embedding problems that are genuinely hard to debug.