Help desk request form templates

Providing good customer service to your clients is not enough to stand out in a crowded market. This rule applies to both B2C and B2B businesses as well as to those selling necessary goods, luxury products, or software.

Why? Because nowadays, buyers have higher expectations and are used to personalized and positive experiences. These positive experiences are strongly connected with one of the principles of modern customer service – omnichannel customer support.

The role of omnichannel customer service and its advantages

Omnichannel customer support means being available to your customers on various communication channels and providing the same level of support on each channel. As such, having omnichannel support should enable clients to change communication channels (from phone to email, or social media and live chat) smoothly, without having to repeat their problems and questions to different support agents.

The main advantages of omnichannel customer service, apart from obviously improving the customer experience, include: 

1. Learning more about your customers

Connecting with customers via various channels of their choice may help you understand their needs, wishes, expectations, and problems better. Engaging in communication with them on multiple channels is a great way to get to know them, and showcase your willingness to make them comfortable.

1. Learning more about your customers - App - Uploads - 2020 - 11 - Group 586.png
Save customer insights into our built-in CRM.

2. Gathering insights about your products or services

You can collect many valuable insights and priceless feedback about your product or service while connecting with customers on different platforms. Usually, clients are more willing to share their opinions about your product or service on a channel that feels more natural to them. By “more natural” we mean, for example, social media messages or email as opposed to customer satisfaction surveys or pop-up NPS questions.

3. Improving agent productivity and performance

It may seem impossible, but offering omnichannel customer service actually makes your agents’ work easier and faster. How? Because offering omnichannel support requires a company to organize its customer service more efficiently compared to multichannel support. And thanks to that, agents can work more productively and their performance will improve over time.

Agent performance reports in LiveAgent

4. Considerable savings on customer service costs

Offering omnichannel customer service means considerable savings in your customer service budget. A single agent is able to solve more requests in the same amount of time – it’s directly linked with the increase of your agent’s productivity. What’s more, agents are less frustrated and their work is easier. This means that their motivation and work morale improves. 

  • Partly

    Roman Bosch


    It’s a pleasure to have a great portal that improves our customer service.


    Christine Preusler


    LiveAgent empowers our agents to provide better, faster, and more accurate support.

  • covomo

    Karl Dieterich


    LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.

  • HEWO

    Hendrik Henze

    HEWO Internetmarketing

    We have been using LiveAgent since August and we are really satisfied with it.

  • WebMaster Deals

    Razvan Sava

    Webmaster Deals

    Since we are using LiveAgent our response time improved by 60%.

  • XperienceHR

    Taras Baca


    Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.

  • TAZAR Group

    Andrej Ftomin

    TAZAR Group

    I have to say, I have never experienced such a professional customer approach.

  • The Workplace Depot

    Matt Janaway

    The Workplace Depot

    We find LiveAgent to be the best live chat solution by far.

  • CSI Products

    Viviane Carter

    CSI Products

    We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.

  • Lucky Bike

    Christian Lange


    With LiveAgent we’re able to give our customers support wherever they are.

  • Projure

    Jens Malmqvist


    I can recommend LiveAgent to anyone interested in making their customer service better and more effective.

  • Websignal

    Catana Alexandru


    I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.

  • All British Casino

    Jan Wienk

    All British Casino

    With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.

  • Norske Automaten

    Allan Bjerkan

    Norske Automaten

    LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!

  • Study Portals

    Sissy Böttcher

    Study Portals

    We like it because it is easy to use and offers great functionality, such as useful reporting features.

  • TypoAssassin

    Peter Koning


    We love LiveAgent - it makes supporting our customers easy.

  • Factorchic

    Aranzazu F


    We like to offer our customers the best support experience. That’s why we chose LiveAgent.

  • MyFutureBusiness

    Rick Nuske


    From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.

  • 123 Nakup

    Vojtech Kelecsenyi


    LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.

  • Betconstruct

    Rafael Kobalyan


    Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.

  • Atomer

    Martin Drugaj


    We’ve been using LiveAgent since 2013. We can't imagine working without it.

  • AVMarket

    Ivan Golubović


    It's a cost-effective solution that can help you with a large amount of support requests via different channels.

  • Antalya Consulting Language Center

    Rustem Gimaev

    Antalya Consulting Language Center

    Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.

  • tekRESCUE

    Randy Bryan


    LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...

  • Marietta Corporation

    Timothy G. Keys

    Marietta Corporation

    I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.

  • eFortuna

    Mihaela Teodorescu


    The support team always responded promptly with quick to implement solutions.

  • TrustPay

    Hilda Andrejkovičová


    It helps us categorize the nature of the tickets and statistically track what our clients need most.

  • Nay

    Alexandra Danišová


    We see LiveAgent as a great tool for communicating with customers.

  • m:zone

    Samuel Smahel


    LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.

  • Volterman

    David Chandler


    Simply put - LiveAgent beats everything out there at this, or even higher, price-points.

Help desk request form templates

Help desk request form template 1

Please provide us with the basic information below. It will help our agent start working on your request faster.

First name:
Last name:
Client ID:
Phone no.:

Please briefly describe your request:
[Long text field]

When can we contact you?[Calendar for the customer to select a date]

How would you like to be contacted? [List of options]

[Button] Submit your request

[Message after form submission]
Thank you for completing the form. We will start working on your request as soon as possible/in [X] minutes/today/etc.

Help desk request form template 2

Please fill out the fields below and describe your problem. We’ll be happy to help!

First and last name:
Client no.:

Which department would you like to contact? [drop-down list of available departments]

How can we help? Describe your request:
[Long text field]

How long can you wait for us to contact you? [X minutes/X hours/X working days]

[Button] Send a request

[Message after form submission]
We’ve just received your request, and our agents will start working on it shortly.

Help desk request form template 3

Fill out the form below to help us assist you faster. It will only take you up to [X] minutes.

First name:
Last name:
Email address:
Order no.*:

When was the last time you were contacted by one of our service agents? [Calendar for customer to select a date]

Please describe your request. Be as specific as possible.
[Long text field]

[Button] Click here to send your request

* You can find this order no. in the email confirmation we sent after you placed the order.

[Message after form submission]
Your request has just been sent. We will start working on your request today.

Design your own templates

LiveAgent gives you the power to design your own customer email templates, thus helping you improve customer service. Curious about all the opportunities?

Frequently asked questions

How long should a help desk request form be?

Help desk request forms should be as short as possible. They should only include the most important fields like customer data (first and last name, email, phone number if necessary), a long text field for the customer to describe their request, and a “submit” button.

If your customer service department is more complex and consists of a few teams, such forms should also include a drop-down list where a customer can select which team they would like to contact. You can also add other drop-down lists, but remember that the form should be as short and simple as possible.

What kind of language should be used in a help desk request form?

Similar to the length and structure of a help desk request form, a form must be written in an easily digestible language. Use statements that are understandable and that your customers are familiar with. Steer away from using jargon or technical language, avoid using phrasal verbs or complex, compound sentences. Remember that your customers are busy, so they should be able to submit your form in minutes, or even seconds without spending time trying to interpret your corporate code.

How fast should I answer a submitted request form?

The simple answer to this question is as fast as possible, but we know that’s easier said than done. The time required to answer a customer request should be established internally in your customer service team and, if possible, confirmed by a Service Level Agreement (SLA) signed by customer service agents. Response times may vary from industry to industry and from company to company depending on many variables. 

These variables may include the number of agents in a customer service team, the quantity of help desk tickets submitted in a given period of time, the complexity of customer requests, the level of automation of your help desk operations, and the quality of your customer service software, just to name a few. 

Regardless of internal conditions within your team, your customer service agents should aim to answer customer requests as soon as they are submitted, with the best interests of your customers in mind.

Back to Templates Create account for FREE

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.