ITSM / Form Responses

Form Responses

Review what employees actually submitted, field by field, for fulfillment, compliance evidence, and qualitative follow-up.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

Security wants proof that Engineering completed the VPN re-attestation. Maya exports Form Responses from the Q2 deployment, manager names, systems selected, and timestamps, in one CSV.

Before you begin

  • ITSM license enabled
  • At least one service with submitted responses

Overview

Form responses capture the data employees submit with service requests, whether Sophie filed a one-off Figma request or completed a deployment-driven VPN attestation. Use this view when you care about answers (export, audit, analysis) rather than ticket workflow (assign, status, SLA).

View responses

  1. 1

    Open form responses

    From ITSM, select a service and open its responses view, or navigate from the service detail page.

  2. 2

    Filter submissions

    Narrow by date, employee, or deployment. After a VPN campaign, filter to that deployment only.

  3. 3

    Inspect an answer set

    Open a response to see every field value and the linked service ticket.

  4. 4

    Export for reporting

    Download CSV for finance, security audit, or procurement, e.g. all monitor size selections from onboarding.

  5. 5

    Analyze text fields

    Send free-text answers to Sentiment Analysis when you need themes, not just row counts.

What you'll see

Sophie Park. Figma License Request. Jun 4, 2026

  • Manager email: [email protected]
  • Business justification: Need Figma for design system work on Phoenix project
  • Existing Figma seat? No
  • Linked ticket: #ITSM-1038

Deployment filter. Q2 VPN Re-Attestation

142 total responses · 71 linked to closed tickets · export includes employee, systems selected, end date, submitted at

Tickets vs responses

Fulfill work in Team Requests. Use Form Responses when you need spreadsheet-friendly data or compliance exports, the same submission appears in both places.

Sentiment analysis

When forms include open-ended text, "What blocked you?" on a hardware survey or "Additional context" on VPN requests, use Sentiment Analysis to score tone at scale. Maya runs it after large deployments to catch frustration before it becomes repeat tickets.

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