IT support request form: tickets with the details IT needs

IT gets requests by chat, by email and by a tap on the shoulder. Each one arrives without the device, the error or the urgency. I want every request to carry those three facts, so the first reply can be an answer, not a question.

Before the form is open

I pick one place for requests and tell everyone. The link goes into the chat topic, the intranet and the email signature. I also decide what counts as an emergency and give a phone number for it. A form is not a phone call.

While it is open

Staff describe the problem, name the device and say how much it stops them. The exact error box matters most, because the words of an error often lead straight to a fix.

A person's AI can ask: "What is the problem?" Then "Which device is it?" Then "Can you still work?" It shows the answers and sends them only after a yes. See agent-fillable forms.

After the request

I sort the CSV by work impact first and category second. I reply from my own email, and notify_email can send me a notice for each new request. This works as an IT request form for small teams. It does not number tickets or track status.

Broken things in the building belong in a work order request. Outside IT firms can fill in a vendor onboarding form first. More tools are in IT and operations forms.

Questions

Can people see the status of their request?

No. The form only collects requests. It does not number tickets or show status. Reply by email, or pass each request to a ticket tool with a signed webhook.

Why ask for the exact error message?

Search and AI chat tools work best on the real words. The first fix often appears when the message is pasted in, and the box saves IT a round trip.

Can an AI agent send requests for staff?

Yes. A person can hand the form to their own AI. It asks for the missing details, shows the answers and sends only after a yes.

Or paste the JSON

Give this to your AI. It needs the AI Form API MCP server or an API key. It makes the form and sends you the link.

text

Create this form with the AI Form API create_form tool (or POST https://aiformapi.com/v1/forms with my API key). Then reply with the public_url.

{
  "title": "Ask IT for help",
  "description": "Describe the problem as well as you can. IT replies to the email you give.",
  "fields": [
    {
      "id": "requester_name",
      "label": "Your name",
      "type": "short_text",
      "required": true,
      "max_length": 150
    },
    {
      "id": "requester_email",
      "label": "Your email",
      "type": "email",
      "required": true
    },
    {
      "id": "device_kind",
      "label": "Which device is it?",
      "type": "single_choice",
      "options": [
        "Windows laptop",
        "Mac",
        "Phone or tablet",
        "Desktop",
        "Printer",
        "Not a device"
      ]
    },
    {
      "id": "issue_category",
      "label": "What kind of problem is it?",
      "type": "single_choice",
      "required": true,
      "options": [
        "Cannot sign in",
        "Slow or frozen",
        "Email problem",
        "Wi-Fi or network",
        "Printer",
        "Software install",
        "New equipment",
        "Something else"
      ]
    },
    {
      "id": "problem_summary",
      "label": "The problem in one line",
      "type": "short_text",
      "required": true,
      "max_length": 150
    },
    {
      "id": "problem_details",
      "label": "What happened, step by step?",
      "type": "long_text",
      "max_length": 1500
    },
    {
      "id": "error_text",
      "label": "Exact error message",
      "type": "long_text",
      "help": "Copy and paste it if you can.",
      "max_length": 800
    },
    {
      "id": "first_seen",
      "label": "When did it start?",
      "type": "date"
    },
    {
      "id": "work_impact",
      "label": "How much does it stop your work?",
      "type": "single_choice",
      "required": true,
      "options": [
        "I cannot work at all",
        "I can work, but slowly",
        "It is a small annoyance"
      ]
    },
    {
      "id": "remote_access_ok",
      "label": "IT may connect to my computer remotely",
      "type": "checkbox"
    },
    {
      "id": "reach_me_when",
      "label": "When can IT reach you?",
      "type": "short_text",
      "max_length": 150
    },
    {
      "id": "desk_location",
      "label": "Where do you sit?",
      "type": "short_text",
      "max_length": 150
    }
  ]
}

Or call the API

bash

curl -X POST https://aiformapi.com/v1/forms \
  -H "Authorization: Bearer $AIFORMAPI_KEY" \
  -H "Content-Type: application/json" \
  -d '{"title":"Ask IT for help","description":"Describe the problem as well as you can. IT replies to the email you give.","fields":[{"id":"requester_name","label":"Your name","type":"short_text","required":true,"max_length":150},{"id":"requester_email","label":"Your email","type":"email","required":true},{"id":"device_kind","label":"Which device is it?","type":"single_choice","options":["Windows laptop","Mac","Phone or tablet","Desktop","Printer","Not a device"]},{"id":"issue_category","label":"What kind of problem is it?","type":"single_choice","required":true,"options":["Cannot sign in","Slow or frozen","Email problem","Wi-Fi or network","Printer","Software install","New equipment","Something else"]},{"id":"problem_summary","label":"The problem in one line","type":"short_text","required":true,"max_length":150},{"id":"problem_details","label":"What happened, step by step?","type":"long_text","max_length":1500},{"id":"error_text","label":"Exact error message","type":"long_text","help":"Copy and paste it if you can.","max_length":800},{"id":"first_seen","label":"When did it start?","type":"date"},{"id":"work_impact","label":"How much does it stop your work?","type":"single_choice","required":true,"options":["I cannot work at all","I can work, but slowly","It is a small annoyance"]},{"id":"remote_access_ok","label":"IT may connect to my computer remotely","type":"checkbox"},{"id":"reach_me_when","label":"When can IT reach you?","type":"short_text","max_length":150},{"id":"desk_location","label":"Where do you sit?","type":"short_text","max_length":150}]}'

JSON definition

json

{
  "title": "Ask IT for help",
  "description": "Describe the problem as well as you can. IT replies to the email you give.",
  "fields": [
    {
      "id": "requester_name",
      "label": "Your name",
      "type": "short_text",
      "required": true,
      "max_length": 150
    },
    {
      "id": "requester_email",
      "label": "Your email",
      "type": "email",
      "required": true
    },
    {
      "id": "device_kind",
      "label": "Which device is it?",
      "type": "single_choice",
      "options": [
        "Windows laptop",
        "Mac",
        "Phone or tablet",
        "Desktop",
        "Printer",
        "Not a device"
      ]
    },
    {
      "id": "issue_category",
      "label": "What kind of problem is it?",
      "type": "single_choice",
      "required": true,
      "options": [
        "Cannot sign in",
        "Slow or frozen",
        "Email problem",
        "Wi-Fi or network",
        "Printer",
        "Software install",
        "New equipment",
        "Something else"
      ]
    },
    {
      "id": "problem_summary",
      "label": "The problem in one line",
      "type": "short_text",
      "required": true,
      "max_length": 150
    },
    {
      "id": "problem_details",
      "label": "What happened, step by step?",
      "type": "long_text",
      "max_length": 1500
    },
    {
      "id": "error_text",
      "label": "Exact error message",
      "type": "long_text",
      "help": "Copy and paste it if you can.",
      "max_length": 800
    },
    {
      "id": "first_seen",
      "label": "When did it start?",
      "type": "date"
    },
    {
      "id": "work_impact",
      "label": "How much does it stop your work?",
      "type": "single_choice",
      "required": true,
      "options": [
        "I cannot work at all",
        "I can work, but slowly",
        "It is a small annoyance"
      ]
    },
    {
      "id": "remote_access_ok",
      "label": "IT may connect to my computer remotely",
      "type": "checkbox"
    },
    {
      "id": "reach_me_when",
      "label": "When can IT reach you?",
      "type": "short_text",
      "max_length": 150
    },
    {
      "id": "desk_location",
      "label": "Where do you sit?",
      "type": "short_text",
      "max_length": 150
    }
  ]
}

An IT support request form for small teams