# Support Request Form Template > An airy help-desk form with five questions: the customer’s email, what the request is about, how urgent it is, a description of what happened and what they expected, and up to three screenshots. A Support template in the new Vonza Forms, “Support request”: Airy help-desk form with priority and screenshots. ## What a support request form is for A support request form is the front door of customer support: it asks customers for everything needed to solve the problem in one go, so the first reply can be an answer rather than a question. It also sorts requests by topic and urgency before anyone reads them. This template starts with the email, because every reply goes there, and the thank-you screen repeats it so customers know where to look. The topic dropdown splits billing, bugs and how-to questions, urgency is a one-tap choice, and the description’s placeholder asks what happened and what they expected. Screenshots are optional, up to three images. ### Who uses it - Software and app companies running support without a help-desk tool. - Online shops handling order and billing questions. - Course creators and communities answering member questions. - Agencies and IT providers taking requests from clients. ## What’s in the template Every question exactly as the template builds it, page by page. Change, add or remove any of them in the editor. Form title: “How can we help?”. ### Questions - **Your email**: Email · required - **What is it about?**: Dropdown · required · Account & billing, Bug or error, How do I…?, Something else - **How urgent is it?**: Multiple choice · Low, Normal, Urgent - **Describe the problem**: Long answer · required - **Screenshots (optional)**: File upload · Images, up to 3 files of 10 MB ### Button and thank-you screen - Submit button: “Send request” - Thank-you screen: “We’re on it”, A ticket is open — replies go to {{email}}. ## How to customise it A template is a starting point: every word, question and colour stays editable. - **Your topics**: Edit the topic dropdown to your own categories, and use logic to ask extra questions only for the topic that needs them, such as an order number for billing. - **Know which account it is**: Add a Hidden field filled from the link, such as a user ID, when you link the form from inside your product. - **Put help on every page**: Embed the form behind a floating button so customers can ask for help from any page of your site. - **Send it to your help desk**: Post each request to Zapier, Make or your own server with a webhook, signed and retried if it fails. ## What happens after someone submits The same Vonza Forms settings run behind every template. These are the ones this form uses. 1. **The response arrives in Responses**: Each response opens with every answer, the device and the time it took. Export all or some of them to CSV or Excel, or download one as a PDF. 2. **You and your team are told**: The email to you goes to you and up to five teammates on every response, with all the answers or a message you write, plus an in-app notification. 3. **The respondent becomes a CRM contact**: Everyone who leaves an email (here, “Your email”) becomes a contact in your Vonza CRM, tagged with up to ten tags you choose. Existing contacts keep their details. 4. **They get a confirmation**: Turn on the email to the respondent, with your own subject and message, and attach their answers as a PDF. 5. **Automations and webhooks take over**: Use “Contact fills this form” in Automations to enrol people in a course, start an email sequence or add them to a list, or post each response to Zapier, Make or your own server with a webhook. Work through requests in Responses: filter by urgency, set each one to New, In progress or Done, and leave team notes only your team sees. For forms that take requests and applications, read about Vonza [intake forms](https://vonza.net/intake-forms), or see the [Vonza form builder](https://vonza.net/forms) and [all 61 form templates](https://vonza.net/form-templates). - [the CRM behind every request](https://vonza.net/crm) ## More templates like this one - [Contact Form Template](https://vonza.net/form-templates/contact-form): A clean, quiet contact form on a white card. - [Quote Request Form Template](https://vonza.net/form-templates/quote-request-form): A crisp quote request for local services, with photos of the job. - [Conference Registration Form Template](https://vonza.net/form-templates/conference-registration-form): Dark, stage-lit registration with ticket types and workshops. ## Frequently asked questions ### What should a support request form ask? The customer’s email, the topic, how urgent it is, a description of what happened and what they expected, and screenshots. This template asks all five. ### Can customers attach screenshots? Yes. The template takes up to three images of 10 MB each; a File upload block can take up to ten files of 25 MB, of any type except programs and web pages. ### Can my team share the requests? Yes. Up to five teammates can get the email on every response, and everyone works the same list in Responses with statuses and notes. ### Does each request create a contact? Yes. Every respondent who leaves an email becomes a CRM contact, and existing contacts keep their details, so a returning customer is not added twice.