> ## Documentation Index
> Fetch the complete documentation index at: https://university.triggr-app.com/llms.txt
> Use this file to discover all available pages before exploring further.
# IT Help Request
> Lets your clients' staff report an IT problem on a form, and raises it as a ticket in your PSA.
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](/core/get-started/connect-your-psa) with the client mapped, and Ticketing turned on. To share it, see [Share your forms](/core/get-started/share-your-forms).
## 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.
| Field | |
| - | - |
| Your name | Required by default. Who is asking |
| Category | Required by default. Account, Email, Hardware, Software or Other |
| Priority | Required by default. Low, Medium, High or Urgent. It goes in the ticket's text; the ticket's own priority comes from Ticketing |
| Describe the issue | Required by default. The problem, in the requester's words |
## 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.
## Configure it
Go to **Config** and click IT Help Request.
| Setting | Where | What it does |
| - | - | - |
| Availability | Header | Internal only (the default), Public form only, Internal + public or Disabled. A public option lets your clients' staff submit it. List on homepage lists it on your requests homepage. Base config only |
| Your name, Category, Priority, Describe the issue | Form config | Hidden, Optional or Required; all four start as Required. Hidden means the form never asks. Can differ per client |
| Add field, Add section | Form config | Your own questions. With the From form body, their answers go in the ticket. Add client section asks one client only |
| Approval | Execution config | None (the default) runs on submit. Internal waits for a teammate or group; External waits for the client's approver, set on each client. Conditional overrides use a different approval when the answers match |
| Ticketing | Execution config | Create a PSA ticket for each run. Ticket type, Priority and Status apply to every ticket (ConnectWise also asks for a Board, Autotask for a Queue). Subject: blank uses the run summary; Insert field adds answers. Ticket body: From form lists every answer, or write a Custom template. For HaloPSA, Ticket fields and Custom fields fill the ticket type's own fields. Log actions to the ticket adds an internal or public note as the run starts and completes |
| Restrict to group membership | Restrict access | For a public form, only members of the groups you name can submit it. See [Share your forms](/core/get-started/share-your-forms) |
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](/core/get-started/configure-user-onboarding#settings-for-each-client).
The form doesn't ask for contact details. To have them on the ticket, add an Email question with Add field.
## 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.
## Related
* [Workflow catalogue](/core/reference/workflow-catalogue)
* [Share your forms](/core/get-started/share-your-forms)
* [Executions](/core/use/executions)
* [Submit a request](/guides/submit-a-request), the guide to send your clients' staff
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