RMM Platform Support Request Form

Streamline Your RMM Platform Support with Paperform

When you're managing hundreds—or thousands—of endpoints through a remote monitoring and management (RMM) platform, downtime isn't just an inconvenience. Agent connectivity errors, failed patch deployments, and broken automation scripts can cascade into client-facing incidents that put your MSP's reputation on the line.

That's where a well-designed RMM platform support request form becomes mission-critical infrastructure. This template helps MSPs, IT service providers, and technical teams capture detailed troubleshooting information upfront, route issues to the right support tier, and maintain a clean audit trail from first report to resolution.

Why MSPs and IT Teams Need Structured RMM Support Requests

Remote monitoring platforms are complex beasts. A vague "it's not working" ticket wastes time for both the technician reporting the issue and the platform team investigating it. This template captures everything your support engineers need to know:

• Which RMM function is affected: agent connectivity, patch management, scripting engine, monitoring alerts, or integrations
• Client and endpoint context: which tenant, device groups, or specific endpoints are impacted
• Error details: exact error messages, timestamps, affected versions, and reproduction steps
• Business impact: whether this is affecting one test machine or blocking production deployments across multiple clients
• Escalation triggers: critical issues automatically flag for technical director review

By standardizing intake, you reduce back-and-forth, speed up diagnosis, and ensure nothing slips through the cracks—especially when on-call engineers are juggling multiple emergencies.

Built for IT Workflows, Designed to Match Your Brand

Paperform's document-style editor lets you create support forms that feel like a natural extension of your internal tools, not a clunky add-on. Mix headings, help text, conditional fields, and file uploads to guide technicians through the right troubleshooting flow without overwhelming them.

Use conditional logic to show patch-specific fields only when "Patch Deployment" is selected, or reveal escalation contact fields when severity is marked "Critical." This keeps the form clean and focused, so your team fills it out quickly—even at 2am during an outage.

Embed the form directly into your MSP portal, internal wiki, or Slack workspace, or give it a custom domain so it sits alongside your other operational dashboards. With Paperform's theming controls, you can match your company fonts, colors, and button styles to keep everything on-brand, even for internal tools.

Turn Support Tickets into Tracked, Automated Workflows

Once a ticket is submitted, the real power kicks in. Use Stepper to route high-severity RMM issues straight to your technical director's task list, log all submissions into your PSA or ticketing system (ConnectWise, Autotask, Halo, or others), and send real-time Slack notifications to your platform engineering channel.

You can also trigger follow-up workflows based on issue type:

• Agent connectivity problems could auto-generate a checklist for checking firewall rules and certificate expiration
• Script failures could ping your automation team and attach the error log to a new GitHub issue
• Patch deployment errors could create a dedicated Zoom room link and notify affected client success managers

Paperform integrates natively with Google Sheets, Airtable, webhooks, and thousands of tools via Zapier, Make, or Stepper, so every support request feeds into your existing incident management process without manual copy-pasting.

Security and Compliance MSPs Can Trust

When you're handling support requests that include client tenant IDs, endpoint details, and potentially sensitive error logs, you need a platform that takes security seriously. Paperform is SOC 2 Type II certified and GDPR compliant, with data residency controls, role-based permissions, and SSO support for teams that need it.

You can limit form access to authenticated users only, encrypt file uploads, and set data retention policies that align with your MSP's compliance requirements. Everything is logged and auditable, so you can demonstrate to clients (and auditors) that you're handling technical support data responsibly.

Who This Template Is For

This RMM platform support request form is designed for:

• Managed service providers (MSPs) using platforms like Datto RMM, N-able, Kaseya, Ninja, Atera, Syncro, or similar tools
• Internal IT platform teams supporting RMM infrastructure across distributed teams or multi-tenant environments
• Technical directors and NOC managers who need to triage and route platform-related escalations efficiently
• System administrators and helpdesk engineers who report RMM issues and need a clear, structured intake process

Whether you're a 5-person MSP or a 200-seat IT services firm, this template scales with you. Use Paperform's Agency+ plan to manage forms across multiple client brands or internal teams, with centralized billing and admin controls.

Get Started in Minutes, Automate in Hours

You don't need a developer to deploy this template. Customize the form fields, branding, and logic in Paperform's intuitive editor, then connect it to your PSA, Slack, or CRM using Stepper or native integrations. Your team can start logging better RMM support tickets today, and you can refine workflows as your process evolves.

Trusted by IT teams and MSPs worldwide, Paperform gives you the flexibility of a custom-built tool with the speed and reliability of a proven platform. Whether you're troubleshooting agent offline issues at scale or managing script deployment rollbacks, you'll have the data you need to resolve incidents faster and keep clients happy.