Support ticket form template: product area, urgency, screenshots

A support ticket form gets you the details to fix a problem on the first reply: who is asking, what area it is in, how urgent it is and what happened. Qwenvo has two free templates: Support Ticket for customers and IT Support Request for staff. Pick one, adapt the options, and let AI triage sort the queue.

Customer version: Support Ticket

• Email: where you reply.
• Product area: a dropdown of Billing, Editor, Integrations, Submissions and Account. Replace these with your own areas. This lets you send the ticket to the right person.
• Urgency: a choice between Question, Something is not working and I cannot work at all. Describing the situation beats asking people to pick "High".
• Subject: a short answer.
• Describe the issue, including steps to reproduce: a long answer. The wording asks for steps, which is the thing support teams most often have to chase.
• Screenshots (optional): a File upload block, up to 1 GB per file.

Internal version: IT Support Request

• Your name and Work email.
• Category: Hardware, Software, Access / accounts, Network or Other.
• Urgency: Low, Normal, High or Blocking my work.
• Describe the issue: a long answer.
• Attach a screenshot (optional).

Wording you can copy

• "What can we help with?" for the subject.
• "What did you expect to happen, and what happened instead?"
• "Which steps lead to the problem? A numbered list is perfect."
• "How is this affecting your work?" for urgency.
• Thank-you page: "Ticket received. We reply within [your real number] business days. Urgent issues are looked at first."

Let AI triage sort the queue

This is where a form beats an email inbox. With AI triage turned on in the form Settings, every ticket gets a category, a priority (low, normal, high or urgent), a sentiment, a one-to-two-sentence summary and a suggested reply, for up to 10,000 submissions a month. A routing rule can then send high and urgent tickets to up to five email addresses or into a Slack incoming webhook for your support channel, while low-priority questions wait.

The suggested reply is a draft for a person to check. Do not send replies without reading them. AI form triage shows how to set up the rules.

A practical setup: route urgent tickets and anything with a negative sentiment to a Slack channel the whole team watches, send billing tickets to whoever handles money, and let normal and low priorities collect in the Submissions table for a daily pass. Check the first week of summaries against what you would have decided yourself, then adjust the rules. If the sort is wrong, the fix is usually a clearer category list in the form, not more rules.

Logic ideas

1. If the product area is Billing, show an Order or invoice number question.
2. If the urgency is I cannot work at all, ask for a phone number so you can call.
3. If the category is Access / accounts, ask which system, and tell the person never to put a password in the form.
4. Hidden fields such as account_id or plan can arrive in the link from your app, so the customer does not type them. See hidden fields.

Where tickets should go

Slack and Discord for the team to see them, Linear when a ticket becomes a task, and Google Sheets, Notion or Airtable if you log them somewhere. Zapier, Make and webhooks connect other tools. Qwenvo also has a REST API for your own systems. Embed the form on your help page from the Share tab.

Mistakes to avoid

• Asking customers to choose a priority from Low to Critical. Everyone picks Critical.
• Skipping a confirmation email. People resubmit when they hear nothing.
• Not asking for steps or a screenshot, then spending three emails getting them.
• A "Product area" list that matches your org chart, not your customers' vocabulary.
• Letting the ticket form become the only door. Keep a way to reach you for outages.

A fair line on scope

A form takes in requests. It is not a full help desk: there are no ticket threads, assignment queues or status pages. If you need a back-and-forth conversation with each customer, send the submissions into a help desk tool through an integration, or keep your replies in email.

Questions people ask

What should a support ticket form include?

An email, a category, an urgency, a subject, a description with steps and an optional screenshot.

Can I let customers upload screenshots or videos?

Yes. File uploads go up to 1 GB per file, where Tally's free plan allows 10 MB.

Is there a free IT support request form?

Yes. The IT Support Request template is free, like every template. See all templates.