Streamline Customer Support with Structured Issue Reporting

What You Get

This support ticket template structures customer support requests for efficient triage and resolution. Eight pre-configured fields capture contact information, issue categorization, priority level, detailed description, supporting attachments, and order context. Priority dropdown enables SLA-based response routing.

Template Structure

Full Name (Required)

Text input for customer's name. Character limit 2-100 characters. Required for personalized support and ticket tracking.

Email Address (Required)

Email field with validation. Required for ticket updates, resolution confirmation, and follow-up questions. Validated format ensures communication delivery.

Issue Type (Required)

Dropdown menu for support categorization. Default options:

• Account/Billing
• Technical Issue
• Feature Request
• General Question
• Other

Required for routing to appropriate support team and SLA assignment. Customize with your common support categories.

Priority (Required)

Dropdown menu for urgency level. Options with clear labels:

• Low - General question
• Medium - Issue affecting work
• High - Blocking critical work
• Urgent - System down

Required field helps support team prioritize queue. Critical issues get immediate attention; low-priority questions handled during normal queue processing.

Subject (Required)

Text input for issue summary. Character limit 5-150 characters. Required minimum 5 characters prevents vague subjects like "help." Maximum 150 keeps summaries scannable. Shows in ticket list for quick identification.

Description (Required)

Text area for detailed issue explanation. Character limit 20-2000 characters. Required minimum 20 characters ensures customers describe problem thoroughly. Help text prompts: "Include steps to reproduce, error messages, etc."

Attachments (Optional)

File upload field for supporting materials. Accepted types: images, PDFs, text/log files. Maximum size 10GB on Pro plans. Optional since not all issues need visual evidence. Help text: "Screenshots, logs, or related files (max 10MB)."

Order/Account Number (Optional)

Text input for order or account reference. Character limit maximum 50 characters. Optional since many support issues aren't order-related. Useful for billing inquiries, order status questions, refund requests.

How to Use This Template

1. Load Template

Click "Use This Template" and sign up for FormFlux (free, no credit card). Support ticket form loads in the builder with all fields pre-configured.

2. Customize Issue Types

Update with your common support categories:

For SaaS Products

• Login/Authentication Issues
• Feature Not Working
• Billing/Subscription
• Integration Problems
• Data Export/Import
• Feature Request

For E-Commerce

• Order Status
• Shipping Issue
• Product Defect/Damage
• Return/Refund Request
• Payment Problem
• Account Access

For Service Businesses

• Appointment Scheduling
• Service Quality Complaint
• Billing Question
• Reschedule Request
• General Inquiry

3. Set Up Ticket Routing

Direct tickets to the right team:

Email Routing via Zapier

1. Connect Zapier integration

2. Add filters:

- If Issue Type = "Account/Billing" → Email billing@company.com

- If Issue Type = "Technical Issue" → Email techsupport@company.com

- If Issue Type = "Feature Request" → Email product@company.com

3. Include priority in email subject for visibility

Slack Routing

1. Connect Slack integration

2. Post urgent tickets to #support-urgent channel

3. Filter: Only if Priority = "Urgent - System down"

4. Include customer name, issue type, description

Helpdesk Integration

1. Connect Zendesk/Freshdesk via Zapier

2. Auto-create ticket in helpdesk

3. Map fields:

- Subject → Ticket subject

- Description → Ticket description

- Priority → Ticket priority

- Issue Type → Ticket category/tag

4. Attachment URLs included in ticket

4. Configure Auto-Responder

Send immediate acknowledgment:

1. Enable auto-reply in email settings

2. Subject: "Support Ticket Received - #{{submission_id}}"

3. Message:

```

Hi {{full_name}},

We've received your support request regarding: {{subject}}

Ticket Number: #{{submission_id}}

Priority: {{priority}}

Issue Type: {{issue_type}}

Expected response time:

- Urgent: Within 2 hours

- High: Within 4 hours

- Medium: Within 24 hours

- Low: Within 48 hours

We're on it! You'll receive an update as soon as our team reviews your ticket.

Need faster help? Check our Help Center: [link]

Support Team

```

5. Create SLA Response Workflows

Meet service level agreements:

Urgent Priority (System Down)

• Alert on-call support via Slack immediately
• Response target: 30 minutes
• Escalate to manager if unresolved in 2 hours

High Priority (Blocking Work)

• Email assigned support agent
• Response target: 4 hours during business hours
• Escalate if unresolved in 8 hours

Medium Priority (Affecting Work)

• Add to support queue
• Response target: 24 hours
• Resolve within 48 hours

Low Priority (General Questions)

• Standard queue processing
• Response target: 48 hours
• Can defer to next business day

6. Set Up Ticket Status Tracking

Manage ticket lifecycle:

Status Workflow

1. New - Just submitted, unassigned

2. Assigned - Support agent claimed ticket

3. In Progress - Agent investigating/resolving

4. Waiting on Customer - Need more info from customer

5. Resolved - Issue fixed, awaiting confirmation

6. Closed - Customer confirmed resolution

Update Status column in Google Sheets as tickets progress. Send status update emails at each transition.

7. Publish Support Form

Make it easy to get help:

• Help Center: "Submit a Ticket" button
• Product/App: "Contact Support" link in settings
• Error Pages: Include support form link on 404/500 pages
• Footer: "Support" link in every page footer
• Email Signature: Support team includes form link

Customization Examples

Add Product/Service Selector

For multi-product support:

• Type: Dropdown
• Label: "Which product needs support?"
• Options: Product A, Product B, Service X
• Required: Yes
• Use case: Route tickets to product-specific support teams

Add Environment Information

For technical products:

• Type: Dropdown or text fields
• Labels: "Browser" (Chrome, Firefox, Safari, Edge), "Operating System" (Windows, Mac, Linux, iOS, Android), "App Version"
• Required: Optional
• Use case: Technical troubleshooting, bug reproduction

Add Account Lookup

Link tickets to customer accounts:

• Type: Email field
• Label: "Account email (if different from contact email)"
• Required: Optional
• Use case: Look up customer account, subscription status, order history

Add Severity Auto-Detection

Use conditional logic (Pro):

• If Description contains "down", "broken", "error", "crash" → Auto-set Priority to High
• If Issue Type = "Feature Request" → Auto-set Priority to Low
• Reduces customer priority inflation

Why Use This Template

Faster Triage

Issue type and priority fields let support team categorize and prioritize without reading full description. Scan ticket list, tackle urgent issues first, batch low-priority questions.

Complete Context Upfront

Description field prompts detailed information (steps to reproduce, error messages). Support team has context before first response. Fewer back-and-forth "can you provide more details?" emails.

SLA Compliance

Priority field enables service level tracking. Measure if urgent tickets get <2 hour response. Identify SLA violations. Hold team accountable to response time commitments.

Self-Service Deflection

Required fields make customers think through issue before submitting. Sometimes typing the problem reveals the solution. Support teams report that structured ticket forms reduce "never mind, I figured it out" responses by 10-15%.

Attachment Support

File upload for screenshots, logs, and error messages accelerates resolution. Visual evidence beats email descriptions. One screenshot worth 10 paragraphs explaining UI issue.

Ready to Use This Template?

Click "Use This Template" to load the support ticket form in your FormFlux account. Free signup, no credit card required. Customize issue types, set up helpdesk integration, and start managing support requests.

What's included:

• 8 pre-configured fields
• Priority-based categorization
• Issue type routing
• File upload for attachments (up to 10GB on Pro)
• Email validation
• Mobile-responsive design
• All integrations available
• Export to CSV/JSON

Setup time: 2-3 minutes Cost: Free (Pro features optional) No credit card required