Form · Customer success
Customer service request form template
The request type decides what is asked next. A repair is asked which product and what's wrong, an installation visit is asked what it's for, the address, the earliest date and any access notes, and a cancellation is asked why, so every request arrives ready to act on.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Hi! Tell us what you need and we'll get the right person on it.
Who is the request for?
Your customer, order or account number
What do you need help with?
Which product needs attention?
What's wrong with it, and when did it start?
Is it still under warranty?
What are we installing or setting up?
Where should we come?
What's the earliest date that suits you?
Anything our technician should know about access or parking?
What's the main reason you're cancelling?
Tell us what you'd like us to do.
Any photos or documents that would help?
How soon do you need this sorted?
When is the best time to reach you?
Ends with
Request received 🛠️
The flow
Where each answer leads. Every route here is editable once the form is yours.
Contact info
Short text
Single select
Short text
Long text
Yes / No
Short text
Address
Date
Long text
Single select
Long text
File upload
Single select
Single select
What this template uses
- Contact info
- Short text
- Single select
- Long text
- Yes / No
- Address
- Date
- File upload
- 6 branches
Questions to consider
- Which request types do you actually handle? Remove the arms for anything you don't offer.
- Do cancellations go to a different team, and should they get a call before anything is processed?
- What does a technician need to know before a visit, such as parking, pets or building access?
- Is there a warranty or order number you need before you can book a repair?
How to use the responses
Filter by request type in the dashboard so each team sees its own queue, and handle the ones marked as soon as possible first. Book installation visits from the preferred date and pass the access notes to the technician. Read the cancellation reasons every month: a pattern of the same reason is something to fix before it costs you more customers.
How to customize and share it
- 1Edit the request types and their follow-up questions to match the services you offer.
- 2Change the priority options to wording that fits your reply times.
- 3Put the link on your website, in order confirmation emails and on printed service paperwork.
Frequently asked questions
What is a customer service request form?
A form customers use to ask for something to be done, such as a repair, a return, a visit or a change to their account. It collects the details your team needs to act without a back-and-forth.
Can one form handle different kinds of requests?
Yes. This form branches on the request type, so a repair, an installation and a cancellation each get their own follow-up questions and skip the rest.
How is a service request different from a complaint?
A service request asks for something to be done. A complaint reports that something went wrong and asks for it to be put right, which needs different questions.