Service Request Form Template

A service request form gives customers or employees a way to ask for service or support. The form typically includes fields for contact information, urgency level, and a description of what’s needed. Businesses use service request forms to make service requests easier, ensuring they are captured quickly and processed smoothly. Slack’s customizable service request form template helps you simplify collecting, tracking, and handing of service requests.

How to use this service request form template

After you set up a service request form in Slack, response teams will receive instant notifications when a form is submitted. Collecting and routing forms within Slack can save significant time and effort — and keep all your communications in one central location. Here’s a step-by-step guide for setting up and using the service request form template in Slack.

1. Click “Get Template” to add a pre-configured channel, including Lists, Canvas, Workflow, and Messages, to your workspace.
2. Set up “Help Instructions” to enable visitors needing assistance to access the workflow and submit requests.
3. Distribute the form by sharing the workflow link or posting it in the channel.
4. Access the “Help Requests Tracker,” which logs all submissions through the “request help” workflow, including request type, category, priority, additional details, and notifications to the appropriate channel.
5. Open the Help Requests Tracker List to view requests either as a list or in a “baseball cards-style” interface, which can be sorted by request type, category, priority, requestor, and status. (You can use the help requests tracker template to customize this list.)
6. Customize fields based on incoming requests by adding or removing fields, renaming the categories, or changing field types as needed.
7. Identify point(s) of contact for urgent issues.
8. Share the channel and item status update notification workflow with teammates so they can view, comment, and update as needed. 

What is a service request form, and what is it used for?

Service request forms give organizations a standardized way to collect requests for resources, assistance, or other services. Instead of sifting through chat messages and emails, support teams can follow a clear process to review and address requests. People filling out the form must provide essential details, such as contact information and a description of the need. The requester — or the team member reviewing the forms — can also categorize them by issue type, priority level, or other criteria to organize them into different buckets.

Many departments use service request forms to streamline their help systems. IT teams, for example, use forms to process tech support and account access requests. Lists are useful for managing onboarding questions in HR departments, while customer support teams use them to easily collect and address problems. Throughout your organization, service request forms can be effective tools for gathering information and resolving issues efficiently.

What’s included on a service request form

What appears on a service request form varies depending on its use case, but all forms must gather essential information about the request and the person submitting it. Critical elements include:

• Contact information, such as name, email, and phone number.
• A clear description of the need or issue.
• Location where the service is needed.
• Desired start or completion dates.
• Priority level (urgent, high, or routine), as these details help teams quickly sort and rank requests.
• Additional details, such as photos, screenshots, product numbers, or other data that could help inform responses, can be useful. For example, someone experiencing a maintenance issue with equipment could take a photo and include it with the service request. When service teams have helpful details upfront, they can resolve problems more quickly.

Benefits of using a service request form template

Starting with a service request form template — especially one that lets you gather and track responses directly in Slack — can save you time and effort. Instead of creating one from scratch, you can tailor the template to fit your department’s workflows. And that’s just the beginning of how it can help you and your team. Additional benefits include:

Faster request intake and resolution

A tailored service request form means requests arrive with all the necessary information, making triage easier. Complete context of the problem speeds up service team response times.

Consistency and reduced miscommunication

When everyone uses the same format, there’s less risk of miscommunication and misplaced information. Use drop-down menus to direct responses and send requests to specific departments or individuals.

Tracking and accountability across teams

Teams can review submitted forms, assign owners, and track progress. Standardized forms also contribute to the cumulative record, allowing service providers to access past requests and analyze trends.

Centralized visibility with Slack

When service forms are collected using the Slack template, teams can review, sort, address, and close requests without switching contexts. Everyone can monitor progress and review results without toggling between apps, making it easy to follow up and follow through.

Service request form template best practices

When you’re setting up a service request form for the first time, start by asking your team what they’d like to see on the form. This might include the follow-up questions they typically ask or what information helps them sort forms and determine urgency levels. Once you have a list of essential questions, follow these best practices for putting together the form.

• Collect all pertinent details up front. Include fields for the requester’s name, contact info, and department. Ask for a description of the issue and its urgency. Collecting key information on the initial contact form helps increase clarity and reduce back-and-forth during follow-ups.
• Automatically route requests to the right place. Set up workflows or rules that ensure each request is directed to the appropriate department or person to handle the issue. For example, choose keywords or categories to route requests to IT, facilities, HR, or finance.
• Monitor request status in real time. A digital system like Slack allows service teams and requesters to check request status at any time. This visibility helps build trust between teams and keeps requesters — whether they’re customers or employees — in the loop.
• Close the loop with confirmation and resolution notes. When an issue is resolved, contact the requester with a quick recap of what was done. This follow-up communication adds transparency and assurance and creates a digital trail for future reference.

Examples of service request forms

Using the template makes it simple to create a service request form for any workflow or department. Here are some examples of how these forms can be used in various scenarios:

IT request form

An IT request form is usually used for technical support requests, such as software installations, password resets, and new equipment requests. Using a standard form to collect IT requests helps teams organize workflows and respond to urgent issues quickly. You can also create a self-service IT help desk in Slack to make it easier for users to report IT requests.

Facilities request form

Created to efficiently collect information on repairs, cleaning services, or scheduling maintenance, a facilities request form provides facilities teams with the details they need to prioritize tasks.

Customer service request form

Customer service requests often include product issues, replacement requests, billing assistance, and other inquiries. A robust form allows customer service teams to collect the information they need to resolve issues more quickly.

HR service request form

Employees use this form to request payroll assistance, information updates, time off, and ask questions about benefits. HR teams can easily track and organize requests using a standardized form.

Standardize service requests in Slack 

Creating standard forms to collect and organize service requests helps teams throughout your organization stay organized and accountable. When you set up service request forms in a digital work system like Slack, you empower employees to manage tasks and respond more quickly and efficiently. Following a consistent process with everything from HR inquiries to IT support and customer service keeps everyone on the same page.

Add and customize Slack’s service request form to manage requests without context switching.