A support request form covers the reporter’s contact details, urgency, evidence, what happened, when it started, recent changes, and which access can be shared.
A site goes down or starts throwing errors, and the worry isn’t just the outage. The worry is handing over access and still getting the same problem tomorrow, with no clear note of what happened or what got fixed. This Support Request Form gives web support and maintenance teams one place to collect the details that stop guesswork and start triage.
The form opens with a short note about where the request goes, then moves through contact details, urgency, and a file upload for screenshots or error reports. The Report the issue section asks for what happened and what was expected, then the questions narrow the timeline with “When did you first notice this?” and check for risk with “Any changes in the last 48 hours?”. The last question names the access that can be shared right now, including an option to call instead of sending logins, so the handover stays deliberate. Space Grotesk headings sit over Roboto body text, with deep olive and plum accents that read like clear status labels when things feel urgent.
- Support Request Form A short intro block explains what the form is for and who receives the request before triage starts.
- Your name A required full name field identifies who reported the issue so follow-ups go to the right person.
- Email address A required email field captures where status updates and questions should go.
- How urgent is this for you? A required urgency choice records whether the issue blocks work, gets in the way, or is just being flagged.
- Attach a screenshot, photo, or error report An optional file upload collects screenshots, photos, or error reports to support verification.
We went from spending hours on every proposal to creating fully customized ones in under 5 minutes. That's not an exaggeration - we timed it.
What to include in a support request form
| Part | What it covers |
|---|
Support Request Form | A short intro block explains what the form is for and who receives the request before triage starts. |
Your name | A required full name field identifies who reported the issue so follow-ups go to the right person. |
Email address | A required email field captures where status updates and questions should go. |
How urgent is this for you? | A required urgency choice records whether the issue blocks work, gets in the way, or is just being flagged. |
Attach a screenshot, photo, or error report | An optional file upload collects screenshots, photos, or error reports to support verification. |
Report the issue | A short prompt asks for what happened so triage and verification can begin. |
When did you first notice this? | A required date field captures when the issue first showed up, which helps narrow down causes. |
Describe what happened and what you expected | A required long answer field captures the actual behaviour versus the expected outcome. |
Any changes in the last 48 hours? | An optional long answer field records recent changes that might have triggered the problem. |
Which logins can you share right now? | A required choice records what access is available now, including hosting and FTP/SFTP, WordPress admin, domain registrar, or a request to call instead. |
Who it is for
Hosting support teams, web maintenance providers, and managed hosting shops that need a consistent intake when a client reports a website problem.
The form in full
Support Request Form
Use this form to report a problem with your website. Rana Haddad receives the request and coordinates with Laith, Dima and Omar to start triage and fixes.
- Your name (required)
- Email address (required)
- How urgent is this for you? (required)
- It stops me working
- It gets in the way
- Just letting you know
- Attach a screenshot, photo, or error report
Report the issue
Tell us what happened so we can begin triage and verification.
- When did you first notice this? (required)
- Describe what happened and what you expected (required)
- Any changes in the last 48 hours?
- Which logins can you share right now? (required)
- Hosting control panel (cPanel/Plesk) and FTP/SFTP
- WordPress admin only (wp-admin)
- Domain registrar only
- I cannot share logins, call me
