Support Contact Form Template

Support quality is mostly determined before a human ever reads the ticket, by whether the report arrived with enough signal to act on. This form runs the first support interview for you: it identifies the account, classifies the issue, calibrates urgency, and asks for reproduction steps and a screenshot only when something is broken. That eliminates half your first-reply emails at intake.

The triage fork. The account email is framed as "so we can find you" because that is the honest reason. Support without account context is guesswork, and users type more carefully when they understand the lookup depends on it. The issue-type selector is the triage fork, and it powers the form's logic: choosing "something's broken" reveals the reproduction-steps field (with a placeholder that teaches the expected/actual format) and a screenshot upload, while billing and how-to questions skip both. That conditional reveal is the template's core kindness, so people with simple questions see a simple form. The urgency self-assessment works better than skeptics expect: given three honest options, most users pick accurately, and "blocking my work" from a customer is a signal worth sorting by.

Kept out of intake. Ticket numbers, and category taxonomies with fifteen options. Internal jargon exported to customers is how support forms become hostile. Mandatory screenshots too: they are gold when relevant, and insulting to require for "how do I export?".

Who runs support on this. SaaS teams too small for a help-desk platform, agencies fielding maintenance requests across client sites, plugin and theme developers, and internal IT teams who want "it's broken" to arrive with steps attached for once.

Extend the logic, wire the queue. Rename issue types to your product's vocabulary and extend the logic. A billing branch that reveals an invoice-number field is a two-minute addition in the Logic panel. Wire the webhook into your ticketing tool or Slack support channel, with urgency in the payload for auto-sorting. Screenshots and recordings arrive as files on the response, capped at 10MB each. If a report comes in half-finished, partial capture still shows you the account email and issue type, enough to reach out to a stuck customer before they ask again. That is the kind of support people tell friends about.

A weekly triage ritual. The intake pays off fastest on a standing rhythm: once a week, sweep the blocking reports first, then cluster remaining bugs by which part of the product their reproduction steps mention. Three tickets touching the same flow is a regression announcement, not a coincidence. Move feature requests out of the queue and into wherever your roadmap lives, and read a few of the how-to submissions verbatim, because each one names a documentation page that let a reader down. Sorted by urgency, with repro steps on the bugs and none on the questions, this intake produces the support queue teams think they need a platform to get.