Open a tracked task for every support request
Each help desk submission opens a task in your Support List, tagged by issue type and set to Open for the duty agent.
New submission on your customer support form
Create a task in the "Support" List, set the status to Open, tag it by issue type, and post the requester's message as the task description
One-directional. A submission triggers the action — nothing is written back into your form.
A help queue only works if every request enters it the same way. This flow makes the form the single front door: whatever someone types goes into the Support List as an Open task, tagged, timestamped and visible to whoever is on duty that morning.
Internal IT desks reach for it first, usually to replace a shared mailbox nobody could report on. The same shape works for a small customer support team that would rather keep tickets and project work on one board than run two systems.
Setting it up
- 1
Publish the IT Help Desk Ticket template and share it by link, as a QR code by the office printer, or as an inline block on your intranet page.
- 2
In ClickUp, create the Support List and add the statuses your agents work through, with Open as the first one.
- 3
Create ClickUp tags that match the options in the form's Issue Type field word for word; Zapier matches tags by text and silently skips one it cannot find.
- 4
In Zapier, pick formformform's New Submission trigger and select the help desk form you just published.
- 5
Add the ClickUp Create Task action, choose the Support List, and set the status to Open on the action itself rather than relying on the List default.
- 6
Map Ticket Subject to the task name and Issue Description to the task description, then append Affected Device or System and When Did the Issue Start? underneath.
- 7
Map Priority to the ClickUp priority field and Department to a dropdown custom field, so you can report on which team files the most tickets.
- 8
File a test ticket yourself, confirm the tag and status arrived intact, then set the Zap live.
What maps where
Using the IT Help Desk Ticket as the starting point. These are its real fields — swap in your own and the mapping works the same way.
| Form field | ClickUp |
|---|---|
| Ticket Subject | Task name |
| Issue Description | Task description |
| Issue Type | ClickUp tag applied to the task |
| Priority | ClickUp priority field |
| Work Email | Requester email custom field |
| Affected Device or System | Affected system custom field |
Variations worth knowing
Add a filter on Priority. Anything marked urgent creates its task in an Escalations List watched by the on-call engineer, while the rest stay in Support. Both branches keep the same tag and description mapping, so an escalated ticket reads exactly like a normal one.
Add a second action after Create Task that posts the ticket subject and its ClickUp link into your team chat. The task remains the record; the message is only the nudge that stops the queue from being checked once a day.
If something isn't arriving
ClickUp applies only tags that already exist in the Space. Create each Issue Type option as a tag first and match the spelling exactly. Renaming an option in the form breaks the match until you rename the ClickUp tag to suit.
Statuses can be renamed or reordered per Folder in ClickUp. Open the Create Task step, re-select the List so Zapier reloads the status options, pick Open from the refreshed dropdown, then re-test with a fresh submission.
Frequently asked questions
Can requesters see the status of their ticket?
Not through the form. The flow runs one way, so nothing from ClickUp is written back into the submission. Most teams reply from ClickUp by email, or share a public view of the Support List with the status column visible.
Should I use one form per issue type or a single form?
One form with conditional logic is far easier to maintain. Show the extra questions only when someone picks the matching Issue Type, and the Zap keeps working regardless, because fields nobody saw simply arrive empty.
Can the form collect a log file or a screenshot?
Yes. Add a File Upload field and requesters attach the screenshot or the log straight from the machine that is misbehaving, up to 2 MB per file. Map the upload to a URL custom field on the ticket task, or attach it to the task with a second ClickUp action. Add a URL field next to it for anything larger — a full log bundle or a screen recording — and ask people to paste a link from wherever your team already stores those.
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Build the form first
The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow.
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