IT Support & Computer Repair Intake Forms & Client Questionnaires

A home user whose laptop won’t boot and a business with a file server that crashed taking down email for forty employees are both calling your shop, but the triage, urgency, and documentation requirements could not be more different. The home user needs a hardware diagnosis, a data recovery assessment, and a repair estimate. The business needs immediate incident response, a root cause analysis, a business continuity plan, and documentation for their cyber insurance carrier. A generic service ticket that captures “computer not working” and a phone number helps with neither.

The IT Support & Computer Repair intake form captures the technical and operational details your technicians need before they touch the machine or connect remotely. It starts with device identification: device type (desktop, laptop, all-in-one, server, NAS, network appliance, tablet, smartphone), manufacturer and model, serial number, operating system and version (Windows 10, Windows 11, macOS Sonoma, macOS Sequoia, Ubuntu, CentOS, Chrome OS), and processor/RAM/storage specifications when known. For businesses, it captures asset tag numbers and whether the device is company-owned, employee-owned (BYOD), or leased.

Issue Documentation That Saves Diagnostic Time

The single most valuable thing an intake form does for IT support is force a structured description of the problem before a technician spends billable hours reproducing it. The form captures the issue description in the client’s own words, then drills into the specifics: exact error messages or codes (blue screen stop codes, application error dialogs, POST beep codes), when the problem started (date, time, and what the user was doing when it first occurred), whether the problem is constant or intermittent, and what has already been tried. That last field — what has already been tried — prevents your technician from spending the first thirty minutes running the same troubleshooting steps the client already performed before calling.

Recent changes are the single most common root cause of computer problems, and clients rarely volunteer this information unless asked directly. The form includes a dedicated section for recent changes: new software installed, software updated, Windows or macOS updates applied, new hardware connected, hardware removed or replaced, driver updates, network configuration changes, new users added, and whether the device was recently moved to a new location. A laptop that “suddenly stopped connecting to Wi-Fi” after the client installed a VPN they forgot to mention is a five-minute fix. Without the intake form surfacing that detail, it becomes a two-hour network diagnostic.

Data Backup and Recovery Assessment

Before any repair work begins, you need to know the backup status. The form captures whether the client has current backups (and where — external drive, cloud service, NAS, tape), when the last backup was performed, what data is on the device that is not backed up, and how critical that data is. For data recovery scenarios — failed hard drives, ransomware encryption, accidental deletion — it documents the last known state of the data, whether the device has been powered on since the failure (which can worsen mechanical drive damage), and whether the client has already attempted recovery using consumer software (which can overwrite recoverable sectors). This section determines whether you handle the recovery in-house, send the drive to a clean room, or have a conversation about data that may not be recoverable at any price.

Network and Security Context

For business clients, an individual device problem often points to a network-wide issue. The form includes a network context section covering the number of devices on the network, network type (wired, wireless, hybrid), internet service provider, router and firewall make/model, whether a domain controller is present, VPN configuration, and whether other devices are experiencing similar symptoms. It also captures security concerns: suspected malware or virus, phishing email clicked, unusual pop-ups or browser redirects, unauthorized access attempts, suspicious account activity, and whether the client has received a ransom demand. For businesses subject to compliance requirements — HIPAA, PCI-DSS, SOX, CMMC — the form documents the applicable framework so your technician understands the data handling and reporting obligations before accessing the system.

Intake vs. Client Questionnaire

The intake form is your internal service document. Your intake technician or help desk fills it out during the initial call or drop-off, recording device specifications, issue details, diagnostic notes, and service authorization. It includes fields for priority level (critical, high, normal, low), estimated turnaround, parts needed, and whether the work is remote or on-site. The companion client questionnaire is what you send to the customer — either as an email before a scheduled appointment or handed to them at the service counter. It asks about the problem in non-technical language, covers backup status, captures login credentials if needed for diagnosis (with a secure handling note), and includes warranty and service plan information. The questionnaire includes signature blocks for service authorization, a data liability acknowledgment, and consent for remote access if applicable.

Pricing

Each form is $12.99 for the complete set (intake + questionnaire), $9.99 for intake only, or $6.99 for questionnaire only. All PDFs are fillable in Adobe Reader and password-protected against editing.

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