Let clients request a service with the details your team needs

Route service requests into your scheduling workflow

The field grouping follows the order a scheduler needs for an initial decision. Client contact details establish who needs a reply. The service choice identifies the type of work. Urgency gives the reviewer a triage signal. Requirements provide the context that makes the request understandable before anyone calls the client.

Do not treat urgency as a delivery commitment. A client can accurately report that a problem feels urgent without knowing the dependencies, technician availability, or scope involved. Let a scheduler compare the request against current capacity before confirming a visit, repair, or delivery window.

This distinction matters for a service desk as much as it does for a field team. Forrester's 2024 State of the Service Desk report found that only 55% of employees feel completely supported by their service desk. The finding does not set a target for your organisation. It does show why clear intake and an owned next step matter after someone asks for help.

Use the submitted service type to decide which queue should receive the request. A maintenance business might send one service type to dispatch and another to a technical reviewer. A professional-services team might use it to identify the specialist who estimates the work. Keep that decision in Laravel code, where it can use the rules and records your application already owns.

The requirements field is free text, so it cannot validate quoting or scheduling. Someone still has to read it before promising a delivery date. That is the limit of this template. It creates a reliable request record, but it cannot determine whether the work is feasible, priced correctly, or available on a given date.

The settings block lets you adjust the imported template in the panel when your intake process changes. Keep the service request as the original record. A notification, ticket, or internal task can move work forward, but it should retain a reference to the request rather than replace its context.

For a subscription-based service desk, add a plan_tier select so requirements route by the customer's plan. A premium plan may need a faster internal response path. A standard plan may enter the regular queue. A controlled selection also keeps plan labels consistent when customers contact you through several channels.

Make the plan tier useful only when it reflects an authoritative customer record. A client-selected value can guide early triage, but it should not override billing or entitlement data. Your scheduling workflow can check the account after submission before it applies a plan-specific response target.

FilaForms emits FormSubmitted after a client submits this template. The listener below reads email, service_type, and urgency from the submission data. It records the essentials for an existing scheduling workflow. Save it as app/Listeners/RouteServiceRequest.php.

<?php

namespace App\Listeners;

use FilaForms\Core\Events\FormSubmitted;
use Illuminate\Support\Facades\Log;

final class RouteServiceRequest
{
    public function handle(FormSubmitted $event): void
    {
        $data = $event->submission->data;

        Log::info('Service request received', [
            'form_id' => $event->form->getKey(),
            'email' => $data['email'] ?? null,
            'service_type' => $data['service_type'] ?? null,
            'urgency' => $data['urgency'] ?? null,
        ]);
    }
}

Laravel 12 discovers listeners in app/Listeners automatically. Replace the log call with the application action that creates a scheduling task, sends an internal notification, or adds the request to your queue. Keep the listener focused on routing. Put availability checks, pricing rules, and technician selection in the services that already govern those decisions.

Start with the imported template when clients need a clear way to ask for work. Use the field table below as the shared intake record for staff who respond, quote, and schedule. A Laravel form builder for Filament keeps those submissions near the rest of your application data. Review the FilaForms form features when you need notifications, submission review, or conditional follow-up questions.