Support request form

A support form answers one question before anything else: how urgently does this person need help? This form asks urgency and category upfront so you can route and prioritize without reading the description first. A customer who is completely blocked can be answered before one requesting a feature, because the urgency is already on the request. Responses appear in your dashboard, can be exported to CSV, or sent to Slack or a webhook as they arrive.

The form beside this text is live. Fill it in and submit it — it validates exactly as it would for a real respondent, and saves nothing.

Urgency is what the customer says, not what you infer

Let customers choose urgency themselves — they know whether it is blocking them or not. If they overstate urgency, the false positives are worth it because the understate cases — someone who is actually blocked but did not want to bother you — are more costly.

Category and urgency upfront means you never have to read the description twice

Your team sees category and urgency before the description, so you can triage in the moment — billing issues to accounting, feature requests to product, technical to engineering. No reading a ticket twice to route it.

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Support Request Form

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How to build this form

5 steps in the editor. Nothing here needs a paid plan.

Add text and email fields for name and email so you can reach them. Do not ask for account ID here; they might not know it.
Add a required dropdown for issue category: Billing, Technical, Feature request, Other. Use categories that match your own team's routing.
Add a required dropdown for urgency: Low (no rush), Medium (blocking some work), High (blocking all work). Honest categories, not "standard" vs "premium" — the customer decides.
Add a required textarea for the description. Use a placeholder like "What happened, and what did you expect instead?" to guide a useful description.
In Settings, add a Slack or webhook destination so every request is sent to your team's channel or ticketing system as it is submitted.

Fields in this form

5 fields, using 4 of the 19 field types available.

Question	Field type	Required
Full name	Short text	Yes
Email	Email	Yes
What is this about?	Select	Yes
Urgency	Select	Yes
Describe the issue	Long text	Yes

What goes wrong with this form

Specific to a support request form, not general advice about forms.

Using your company's internal priorities instead of customer impact

A feature request takes longer to resolve than a billing problem, but the customer chooses urgency. Let them tell you if they are blocked. Your team can validate on callback and adjust priority if needed.

Asking for too much detail in category dropdowns

Keep categories to 4–5 clear buckets. A dropdown with 12 options makes customers hesitate and guess wrong. You can always add detail in the description or the callback.

Making the description field optional

Require a description. A support request with no description (just category and urgency) is useless to your team. A placeholder like "What happened, and what did you expect instead?" teaches them what to write.

Questions about this form

Should I ask for account ID or order number?

You can add it as an optional field, but do not require it. Many customers do not know their ID. Get the ID in your callback — they can give you a username or email and you look it up.

Can I route to different email addresses by category?

Not by the form itself. Every destination receives every response; it cannot send only one category to one channel. Send everything to one channel or webhook and route from there using the category field, or sort the CSV export by category.

What if someone chooses the wrong category?

It is easy to mis-categorize a problem. Your team should quickly review category before routing. If requests frequently land in the wrong bucket, change the category labels to be more specific.

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