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IT Help Request turns a short form into a ticket in your PSA. Share it as a public form so your clients’ staff can ask for help themselves; your team can also run it from Run a workflow. It makes no changes in Microsoft 365. It needs your PSA connected with the client mapped, and Ticketing turned on. To share it, see Share your forms.

IT Help Request in 48 seconds: what it asks, what it does and what you get.

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What the form asks

On a public form, the requester first signs in with their Microsoft work account, which tells Triggr which client they’re from.

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What it does

  1. Creates a ticket in your PSA for the client, if Ticketing is on. With Subject left blank, the ticket is titled with the category, priority and description, for example IT help request — Hardware, high priority: My laptop won't turn on. With the From form body, the ticket lists every answer.
  2. Waits for approval, if Approval is Internal or External, or a conditional override matches. The ticket already exists while it waits.
  3. Finishes. Nothing changes in Microsoft 365.
With Log actions to the ticket on, the ticket also gets a note when the run starts and when it completes. With Ticketing off, the run completes without creating anything, so turn Ticketing on before you share the form.

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Configure it

Go to Config and click IT Help Request.

Configure IT Help Request: every option, step by step (1:28).

Approval and Ticketing are set on Base config and apply to every client unless you override them for one. For how Base config and client overrides work, see How configuration works.
The form doesn’t ask for contact details. To have them on the ticket, add an Email question with Add field.

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Troubleshooting

In Executions, open the run and click Create Ticket: its Output shows "success": false and the reason. HaloPSA needs a Ticket type, ConnectWise a Board and Autotask a Queue, and the client must be mapped in your PSA. If the run has no Create Ticket step, Ticketing is off for that client or no PSA is connected.
The ticket’s priority comes from Priority on the Ticketing card. The requester’s answer is in the ticket’s text.