This article walks you through the elements of a request form. For instructions on how to edit the request form to suit your needs, see Customize the request form.
The first text box in a request form is treated as the request title and the second text box is treated as the description. Duplicates are surfaced based on these first two text boxes. For more information on finding and resolving duplicates, see Deal with similar requests.
We recommend that you ask targeted questions to collect your customer's pain points and to understand what they’re trying to accomplish with your product. Use open-ended questions, such as “What is your workaround?”, rather than questions that require only yes or no answers, such as “Do you have a workaround?”.
We strongly recommend that you limit your form to 2-3 questions: choose one title question, one description question, and one solution-focused question. For example:
For the first (title) text box, we recommend a question focused on the problem that the user is trying to solve, such as:
- What is your problem or request? (We suggest similar items on the right.)
- What problems are you experiencing?
For the second (description) text box, we recommend a question that asks users about their end goal, such as:
- What are you trying to accomplish?
- What are you unable to achieve?
- What is your goal?
- How does this help you?
- What’s your expected outcome?
- How does this affect your workflow?
It’s also often revealing to ask what users are currently doing to meet their needs, what their workaround is, or what their proposed solution is. You could include one of the following questions to get more insight into the problem:
- What is your current workaround?
- What is your proposed solution?
- What’s the impact of this?
- How much time are you spending to solve this problem?
- How does this problem impact your business?