Service request form template
Let customers book a technician, or staff ask IT for help: what needs fixing, the equipment, photos, when to visit, how to get in and how far to go before calling.
Is this for a home or a business?
What do you need?
What is it?
Brand and model
For a replacement, the one you have now.
What’s wrong, or what needs doing?
Is it still working?
How soon do you need us?
Photos of the fault or the data plate
Click or drop a file here
images · up to 10 MB
19 questions · about 3 min · logic · file upload · prefill from the link
- No sign-up to start
- Unlimited responses on Free
Print it as a PDF Word version
Change the questions in Word, then print.
What you get back
Every response lands in your results the moment it is sent. Turn on email notifications and each one arrives like this, and the same answers become a row in your spreadsheet.
From PulseFormCreator
Subject New response to Book a service call
- Is this for a home or a business?
- Home
- What do you need?
- Repair
- What is it?
- Water heater
- Brand and model
- Rheem Performance 40 gal, gas
- What’s wrong, or what needs doing?
- No hot water since this morning. The pilot light will not stay lit.
- Is it still working?
- No
and 8 more answers
| submitted_at | Is this for a home or a business? | What do you need? | What is it? | Brand and model | Serial or asset number |
|---|---|---|---|---|---|
| 23 Sep 2026 09:41 | Home | Repair | Water heater | Rheem Performance 40 gal, gas |
Export to CSV or Excel, or send responses to Google Sheets, Notion, Airtable, Slack or a webhook. All free.
What happens after someone submits
Set it up once in the Workflows tab, and each job reaches the right technician.
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Submitted
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A request comes in
AI triage sums up the fault in one line and gives it a P1 to P3 priority.
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The priority is set Pro
P1 jobs go to your on-call technician and the rest to your scheduler, each with an email linking to the job.
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The visit is booked
Reply from the response with the time window, and the customer’s answer comes back into the same thread.
What this form asks, and why
A service request form should identify the customer and the site, name the equipment with its make and model, describe the fault in the customer’s words and say how soon it is needed. The best ones also settle access and any extra cost before anyone travels.
The last column shows how often real service request forms ask for it.
| Question | Why it is there | Real forms |
|---|---|---|
| Is this for a home or a business? Required | Business customers see three more questions; households skip them. | Our own recommendation |
| What do you need? Required | Sets the job length and who you send. | 10 of 30 forms |
| What is it? Required | The right parts and skills on the first trip. A product page’s link can choose it. | 9 of 30 forms |
| Brand and model | Tells the technician which parts to load. A photo of the data plate answers it too. | 12 of 30 forms |
| Serial or asset number Only when “Is this for a home or a business?” is “Business” | Shown to businesses, for warranty and service history. | 9 of 30 forms |
| What’s wrong, or what needs doing? Required | In the customer’s own words, read by the technician on the way. | 26 of 30 forms |
| Is it still working? Required Only when “What do you need?” is not “Installation” | Down or just struggling, without a rating scale. Hidden for installations. | 2 of 30 forms |
| How soon do you need us? Required | Sets the schedule, and whether after-hours rates apply. | 3 of 30 forms |
| Photos of the fault or the data plate | One photo of the fault or the data plate can answer three questions at once. | 1 of 30 forms |
| Contact name Required | Who the technician asks for at the door. | 29 of 30 forms |
| Business name Required Only when “Is this for a home or a business?” is “Business” | Shown to businesses, for the invoice and the site record. | 8 of 30 forms |
| Best phone number Required | The technician calls to book, and again on the way. | 28 of 30 forms |
| Email for booking updates Required | Where the booking confirmation goes. | 27 of 30 forms |
| Service address Required | Where the job is, and whether it falls inside your service area. | 22 of 30 forms |
| When could we visit? | Lets the first phone call confirm a time instead of starting the search for one. | Our own recommendation |
| Access notes | Gate codes and dogs, before a wasted trip. | Our own recommendation |
| Account number, if you have one | Contract pricing and history for existing customers. | 3 of 30 forms |
| Purchase order number Only when “Is this for a home or a business?” is “Business” | Shown to businesses; many will not pay an invoice without one. | 3 of 30 forms |
| If the job costs more than the service call fee, should we: Required | Settles extra cost before the van arrives. | 4 of 30 forms |
What we left out
- Card numbers or payment details. A card number does not belong in a form field. Invoice after the job instead.
- Installation date. Few customers know it. The serial number or a data-plate photo gives the same answer.
What 30 real service request forms ask
How often each field appears, from forms organizations use today. Part of the Form Field Index.
Read September 2026 · US 24, UK 3, Canada 2, Australia 1 · Sources
- Air Techniques International · test-equipment manufacturer (repair and calibration service), US
- CSC ServiceWorks · laundry equipment service company, US
- Culligan · water treatment service company, US
- Hobart Service · commercial food equipment service company, US
- WASH Multifamily Laundry Systems · laundry equipment service company, US
- David Weekley Homes · homebuilder (warranty service), US
- D.R. Horton · homebuilder (warranty service), US
- David Yurman · jewelry brand (send-in repair service), US
- Horizon Hobby · hobby products distributor (service center), US
- Uniden America · consumer electronics maker (send-in repair), US
- The L.S. Starrett Company · precision tool manufacturer (send-in repair), US
- Radford University Facilities Management · university facilities department (internal requests), US
- San Diego Community College District IT Service Desk · college district IT service desk, US
- Claremont McKenna College Information Technology Services · college IT department (equipment repair), US
- ABC Heating & Air Conditioning · heating and air conditioning contractor, US
- Air Turners · air conditioning service company, Australia
- Nathan's Heating & Air Conditioning · heating and air conditioning contractor, US
- Generac Power Systems · generator manufacturer (routes requests to local dealers), US
- Advance Heating & Cooling · heating and cooling contractor, Canada
- Raymond West · forklift dealer, US
- Movado Group · watch company (send-in repair), US
- Don's Appliances · appliance retailer (service department), US
- United Restaurant Mechanical · commercial kitchen equipment repair company, US
- Sonoma Valley Unified School District · school district (device repair), US
- Interface · force measurement manufacturer (calibration and repair), US
- Instrumart · instrument distributor (calibration lab), US
- Foster Refrigerator · commercial refrigeration manufacturer, UK
- Get A Pro Canada · appliance repair company, Canada
- Lothian Gates · automatic gate and barrier installer (repairs and servicing), UK
- All-Tech Midlands · garage door, gate and shutter repair company, UK
How the form changes as people answer
Most people see a shorter form. These questions and screens only appear when an answer calls for them.
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When “Is this for a home or a business?” is “Business”
shows “Serial or asset number”, “Business name” and “Purchase order number”
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When “What do you need?” is not “Installation”
shows “Is it still working?”
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When “How soon do you need us?” is “Today, it’s urgent”
shows the “If you haven’t called yet, call the number now” ending
Make it yours
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Link each product page
Add ?equipment=Heating to the “Book a service” button on that page and the equipment is already chosen.
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Close over the holidays
In Settings, set a close time under Schedule, with a closed message that gives your emergency number.
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Send jobs to your dispatcher
Add Slack in the Workflows tab, or a webhook to your job system, so dispatch sees each job as it lands.
Good practice and the law
- US
When a customer asks for a repair visit, the FTC Cooling-Off Rule covers only extra purchases made during the visit. FTC, Cooling-Off Rule
- Australia
Services must be done with due care and skill, and within a reasonable time when no date is agreed. ACCC, consumer guarantees
Questions about this template
What happens when someone needs a technician today?
“Today, it’s urgent” ends the form on a screen that asks them to phone you, because a call reaches a technician faster than a form. Their request still arrives with the rest.
How does a customer approve an estimate?
The form settles the first limit: call me first, or go ahead up to an amount you set. For a bigger job, reply from their response with the estimate amount or a link to it, and their yes comes back into the same thread, beside the request.
Can IT use it for help desk requests?
Pick “IT or internal request” above the preview: department, device or asset tag, the problem, how much it stops work and a needed-by date. New equipment goes on a purchase request form.
Does it work for send-in repairs?
Pick “Send-in repair” above the preview: proof of purchase, where to send it back and whether it was repaired before, with no visit questions.
Which form do you need?
Not quite the job? One of these may fit, or browse all request forms.
- Repair request form
When a tenant reports a fault the landlord must fix.
- Estimate request form
When the customer wants a price before deciding.
- Request an appointment form
When the customer comes to you, for a time with a person.
Start with the service request form template
Open it in the editor, list the equipment you service, and put the link on your “Book a service” button.
By Michael Hodge, founder of PulseFormCreator. Updated 23 Sep 2026.