1 — Opening

Hi everyone, and welcome.

Today we are going to talk about forms within Invarosoft, and more importantly, how forms can help your MSP reduce unnecessary back-and-forth, improve ticket quality, and create a better client experience.

Every MSP knows the pain of receiving a ticket that simply says, “My computer is not working.” Then your team has to reply with basic questions: What computer? What exactly is happening? When did this start? Is there an error message? Is anyone else affected?

Forms help solve that by collecting the right information at the point of submission, before the ticket reaches your service desk.

2 — What Are Ticket Forms?

Ticket Forms are designed to collect information about a specific issue or incident. They are associated with a ticket type that needs to be selected by the end user when logging the ticket.

For example, if the user selects Printer Issue, you can present a printer-specific form that asks for the device, the symptom, the impact, and any error message.

The goal is simple: reduce the number of emails required to understand the issue and give your technicians better information from the very beginning.

3 — Example Ticket Form: Printer Issue

Let us look at a very common example: a printer issue. Instead of receiving a vague ticket that says “The printer is not working,” the form guides the user to provide structured information.

4 — Why Ticket Forms Matter for MSP Owners

From an MSP owner’s perspective, this is not just about nicer tickets. It is about operational efficiency.

Ticket Forms can reduce technician time spent gathering basic information, improve first-touch resolution, standardize intake across clients, reduce ticket noise, and improve the quality of data inside your PSA.

If your intake is vague, your reporting will be vague. If your intake is structured, your reporting becomes more useful and your service desk gets cleaner data to work with.

5 — What Are Webforms?

Webforms are different from Ticket Forms. Ticket Forms are typically used for incidents. Webforms are designed to receive service requests.

These are requests that usually need more structure, more approval, or more business context, such as procurement, onboarding, offboarding, and assessments.

Webforms are also powerful because they can support conditional questions. This means the questions can change depending on what the user selects.

6 — Closing

To wrap up, the key difference is this: Ticket Forms are for incidents. They help collect the right troubleshooting information when something is broken. Webforms are for service requests. They help structure bigger business workflows like procurement, onboarding, offboarding, and assessments.

For MSP owners, forms are a practical way to reduce wasted technician time, improve the client experience, and create cleaner workflows inside the service desk.

The best place to start is not with a hundred forms. Start with the noisy ones: the ticket types and service requests that create the most back-and-forth, confusion, or repeated questions.

Procurement Request

1. What type of item are you requesting? Laptop, desktop, monitor, software license, mobile device, other.
2. Who is this item for? Existing employee, new employee, or shared/team use.
3. Employee name.
4. Department.
5. Business reason for the request.
6. Is this replacing existing equipment?
7. If yes, what is being replaced?
8. Is there a required delivery date?
9. Approving manager name.
10. Budget or purchase order number, if applicable.

Employee Onboarding

1. New employee full name.
2. Personal or alternate email address.
3. Start date.
4. Job title.
5. Department.
6. Manager.
7. Office location or remote worker.
8. Does the employee need a new device?
9. What applications should the employee access?
10. What distribution lists or shared mailboxes should they be added to?
11. Does the employee require admin or elevated access?
12. Any special instructions?

Employee Offboarding

1. Employee full name.
2. Employee email address.
3. Last working day.
4. Termination effective date and time.
5. Should access be disabled immediately or scheduled?
6. Who should receive mailbox access or forwarding?
7. Should OneDrive or files be transferred?
8. Should the user be removed from distribution lists and shared mailboxes?
9. Does the user have company equipment to return?
10. Any legal hold or compliance requirements?
11. Approving manager.

IT / Cybersecurity Assessment Request

1. What type of assessment are you requesting?
2. Main business objective.
3. Number of users.
4. Number of locations.
5. Primary contact for the assessment.
6. Preferred timeframe.
7. Are there known issues or concerns?
8. Are there compliance requirements?
9. Do you need a written report?
10. Do you need recommendations and pricing?