Standard e-mail for users to request help.

Does anyone work on a helpdesk where they have a standardized e-mail the users need to use when requesting help? I have been give the task of creating one of these and I was wondering if anyone had one they could post or send me to compare mine to. Anything would be helpful.

So far I have the following:

For Support Requests Via E-Mail:
Name:
Phone # :
Facility Name Where You Are Now:
Application (the computer program you are working with):
Problem With The Application:


Anyone want to make any suggestions?

Yes but 95% of users problems are different to/more important than/more complex than all the rest so really would not fit that form. The rest probably don't have the intelligence to fill in a form ;)

Why not have an web page that users could go to and fill out a form and dump the info to a database. It would make it simpler for the user because you could put check boxes, submit buttons, etc. And you could enforce data formats and that all fields be filled in before the request could be submited.

What happens when a user is having trouble with their e-mail?

Heh :p

[quote]Originally posted by Outcoded:
<strong>Yes but 95% of users problems are different to/more important than/more complex than all the rest so really would not fit that form. The rest probably don't have the intelligence to fill in a form ;) </strong><hr></blockquote>

Yeah, see this is the problem. Most of my users are pretty dense and send E-mail like - "Computer broken Please FIX ItFOr mE cause its broke. asAp i'm in a hurry." I'm not kidding (much). No idea who or where they are, who needs help, etc. Right now we are sending standard replies to things like this for the user to call in but whoever is doing e-mail winds up with about 40 pending calls that they don't ever call in about. I was thinking that with their phone #'s at least we MIGHT be able to track them down a little easier. They make it so freakin' hard, ya know?

Creating anything different is not an option, unfortunatly.