Technical Support Form Template
Accelerate technical support with a detailed intake form that captures error information, troubleshooting already attempted, and system context.
Let Users Fill This Form via Conversation
Unlike traditional form builders, Formbot supports conversational chat mode. Instead of filling rigid fields, users can chat naturally with your form — just like texting a friend. Our AI understands natural language and fills in the fields automatically.
Natural Language
AI parses responses
Higher Completion
Feels like texting
No Rigid Fields
Flexible responses
What is a Technical Support Form?
A technical support form collects detailed information about technical issues before they reach support agents. Complete context enables faster diagnosis and resolution.
This form captures error messages, reproduction steps, system information, and troubleshooting already attempted. It prevents back-and-forth and reduces time-to-resolution.
Business impact and priority fields help triage effectively, ensuring critical issues get immediate attention while lower-priority requests are queued appropriately.
Key Features
Issue Categorization
Route to right support team by issue type
Error Documentation
Capture exact error messages and codes
Troubleshooting History
What has already been tried?
System Information
OS, browser, version for environment context
Business Impact
Urgency and scope of the problem
Evidence Upload
Screenshots and logs for diagnosis
Why Use This Template?
Faster Resolution
Complete context reduces diagnosis time
Reduced Back-and-Forth
Upfront details eliminate clarifying questions
Better Triage
Priority and impact enable smart queuing
Knowledge Building
Issue patterns inform documentation and fixes
What's Included in This Template
Product/Service
selectRoute to appropriate support team
Issue Category
selectLogin, performance, feature, billing, etc.
Problem Description
textareaDetailed explanation of the issue
Error Message
textareaExact error text or codes displayed
Steps Already Tried
textareaTroubleshooting attempted
System Information
textOS, browser, app version
Priority
radioUrgency for queue management
Screenshots
fileVisual evidence of the issue
Perfect For
SaaS Support
Customer issues with cloud software products
IT Help Desk
Internal employee technical support
Hardware Support
Device and equipment troubleshooting
Integration Issues
API and third-party connection problems
Frequently Asked Questions
How do I get system information from users?
Provide help text with instructions (Settings > About, or type "about:version" in browser). Consider auto-detection via widget. Accept "I don't know" option with follow-up.
Should I require screenshots?
Make optional but encouraged. Some issues are hard to screenshot (intermittent, mobile). Accept screen recordings too. Provide instructions for capturing.
How do I integrate with ticketing systems?
Webhook to Zendesk, Freshdesk, Intercom, etc. Map form fields to ticket fields. Include all details in ticket body. Return ticket number in confirmation.
What SLAs should I promise?
Depends on customer tier and issue priority. Example: Critical (2 hours), High (4 hours), Normal (1 business day), Low (3 business days). Be realistic and measure.
How do I handle common questions?
Show relevant help articles before form submission. Deflect common issues to self-service. Use chatbot for simple questions. Reserve form for complex issues.
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