Send internal IT requests to your operations team
Hardware, access and tooling requests become assigned Operations issues with a priority, so the queue stays visible.
New submission on your "IT help" form
Create an issue in your Operations team, set priority from the request type, and assign it to the on-call engineer
One-directional. A submission triggers the action — nothing is written back into your form.
Internal requests rarely arrive as tickets. They arrive as a tap on the shoulder, a message at six in the evening, a note in a channel nobody owns. An IT help form collects the same details every time, and this flow puts each request in the Operations queue with a name against it.
Ops teams of two or three get the most out of it. A laptop replacement and a locked account both become issues with a priority and an assignee, so the backlog is a real workload rather than a rough sense of one.
Setting it up
- 1
Publish your IT help form and share the link in the channel people currently use to ask, so requests stop arriving as direct messages.
- 2
Decide which Operations team member is on call for this rotation. The Zap assigns to one named person, and you change it when the rota changes.
- 3
In Zapier, set the trigger to formformform's New Submission and select the IT help form.
- 4
Add Linear's Create Issue action and choose your Operations team.
- 5
Map Ticket Subject to the issue title and prefix it with the request type, so a board full of tickets is scannable without opening each one.
- 6
Build the description from Issue Description, the affected system and when the problem started, then add the requester's department and extension so the assignee can reach them.
- 7
If your form's priority options are named the same as Linear's, map the field straight across. If they are not, rename the form options to match rather than adding a translation step.
- 8
Submit a test request, confirm it lands assigned and prioritised, then turn the Zap on.
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 | Linear |
|---|---|
| Ticket Subject | Issue title |
| Priority | Issue priority in Linear |
| Issue Description | Issue description |
| Affected Device or System | Issue description, the asset line |
| Department | Issue description, and a label if you track cost centres |
| When Did the Issue Start? | Issue description, useful for spotting a spreading fault |
Variations worth knowing
Add a Zapier path on the issue type. Access and permission requests create issues in Operations; device and hardware requests go to a Facilities team with a different assignee. Everyone in the company still learns one link, and the routing happens after the form.
Some ops teams would rather pull work than have it pushed at them. Skip the assignee mapping, set the state to Backlog, and let whoever is on call take the top item. The priority from the form is then the only thing ordering the queue.
If something isn't arriving
The Zap stores whichever Linear user you picked when you built it, and it will keep picking that person. Open the action step at the start of each rotation and change it, or leave the assignee empty and triage the queue every morning.
The flow only works when the form is the front door. Pin the link in the channel and reply to chat requests with that link rather than answering them, and the Linear queue starts matching the real workload inside a week.
Frequently asked questions
Do employees need a Linear account to raise a request?
No. They fill in the form and never touch the tracker. Only your Operations team needs seats, which is the point: you get a real ticket queue without buying the whole company access to a tool they would open twice a year.
Can I use one form for hardware and software requests?
Yes, and the issue type field is the branch point. Conditional logic lets a hardware request ask for the device while a software request asks for the system name. One link for the company, one queue in Linear, different questions underneath.
What stops everyone marking their request urgent?
Nothing technical, so define it in words. Spell out what each priority option means in the field's help text and review anything arriving at the top level. If everything is urgent, the field is measuring frustration rather than impact and needs rewriting.
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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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