How to create a multi-department support form with logic branching

Handle every support request from one smart form

In this guide, you’ll build a Multi-Department Support Form that automatically routes incoming requests to the right team, such as IT, HR, or Finance — based on the user’s selections.
You’ll use logic branching, conditional email notifications, and dashboards to streamline internal requests while keeping everything organized in one place.

📘 Learn more: Create your first form, app, or portal in a flash

Step 1: Create your support form

From your workspace, click + New → Form, or choose a Support Request Form
from the gallery.
You can also use Magic Create, try this prompt:

“Multi-department support form with logic branching and department-specific fields.”

Add essential fields such as:

• Requester name and email (prefilled if possible)
  
  
• Department to contact (IT / HR / Finance / Facilities / Other)
  
  
• Priority (Low / Normal / High)
  
  
• Request subject
  
  
• Request description
  
  
• Attachment (optional)
  
  
• Status (Pending / In progress / Resolved)
  
  

💡 Tip: Use dropdowns for Department and Priority for clean logic filtering later.

📘 Learn more: How to create a form

Step 2: Add department-specific questions with logic branching

Now make your form dynamic by showing only relevant fields for each department.

Go to Settings → Logic → Show/Hide logic, and add rules like:

Examples:

• If @department = “IT” → show “Device type,” “Issue category,” and “Urgency level.”
  
  
• If @department = “HR” → show “Employee ID” and “Request type (Leave / Payroll / Policy).”
  
  
• If @department = “Finance” → show “Invoice number” and “Payment amount.”
  
  

💡 This keeps the form short and tailored, so users only see what matters to them.

📘 Learn more: How to use show hide logic in classic forms

Step 3: Route submissions to the right inbox automatically

Set up Conditional Email Notifications to send each request to the correct department instantly.

Examples:

• If @department = “IT” → send to it@company.com
  
  
• If @department = “HR” → send to hr@company.com
  
  
• If @department = “Finance” → send to finance@company.com
  
  

You can also CC the requester with a confirmation email summarizing their submission.

📘 Learn more: How to send and receive conditional email notifications

Step 4: Add internal routing logic

If some requests require escalation, use On submit logic to set automatic internal actions.

Examples:

• If @priority = “High” AND @department = “IT” → tag @urgency = “Critical” and notify IT lead.
  
  
• If @department = “Finance” AND @payment_amount > 5000 → notify CFO.
  
  

This way, urgent or high-value cases reach the right decision-maker immediately.

📘 Learn more: What is on submit logic and how it works

Step 5: Categorize and track requests in dashboards

Go to Results → Dashboard to visualize all requests in one place.
Add:

• Table view: All submissions with department, priority, and status columns
  
  
• Kanban board: Group requests by status (Pending / In progress / Resolved)
  
  
• Pie chart: Requests by department
  
  
• Bar chart: Average priority distribution
  
  

💡 Tip: Filter your dashboard by department to share separate views with each team.

📘 Learn more: How to create a Kanban board
📘 Learn more: How to showcase charts based on form responses

Step 6: Create department dashboards with filtered views

If different teams need independent access, duplicate the dashboard or filter views per department:

• IT Dashboard: Filter Department = IT
  
  
• HR Dashboard: Filter Department = HR
  
  
• Finance Dashboard: Filter Department = Finance
  
  

Then, invite each team to your workspace with appropriate permissions.

📘 Learn more: How to add team members to the workspace

Step 7: Automate status updates to requesters

Use On update logic to send automatic notifications when a status changes.

Examples:

• If @status = “In progress” → send “Your request is being handled.”
  
  
• If @status = “Resolved” → send “Your issue has been completed.”
  
  

📘 Learn more: What is on update logic and how it works

Step 8: Build a self-service support portal

Turn your setup into a Support Portal App that gives employees or customers full visibility.
Add pages for:

• Submit a support request — your main form
  
  
• My requests — filtered table showing logged-in user’s submissions
  
  
• Department dashboards — separate pages for HR, IT, Finance, etc.
  
  

Enable Login/Sign-up so users can view and track their own tickets securely.

📘 Learn more: How to create a portal and manage users access
📘 Learn more: How to let users view and edit their own data in your portal

Step 9: Add AI Smart Content for instant replies

Enhance your ending page or confirmation emails with AI Smart Content to summarize each submission or suggest next steps.

Example AI prompt:

“Summarize the user’s @department request and suggest one actionable next step.”

Example output:

“Your HR request about payroll has been received. The HR team will respond within 2 business days.”

📘 Learn more: Create dynamic ending pages with AI Smart Content

Pro tips

• Sync with Google Sheets for easy export and analysis.
  📘 Learn more: How to set up two-way sync between Formaloo and Google Sheets
  
  
• Auto-save long requests so users don’t lose data while typing.
  📘 Learn more: How to auto save incomplete responses and let users resume later
  
  
• Track satisfaction: Add a follow-up survey that appears when status = Resolved.
  
  

Example scenario

An employee selects “Finance” as the department and reports a missing payment.
Logic shows Finance-specific fields, then routes the submission to finance@company.com.
The Finance team updates the status to Resolved, automatically triggering a thank-you email and closing the request in the shared dashboard.

📘 Learn more: Build personalized and time-saving flows with logic, automations, and AI

FAQ

1. Can multiple departments work from one shared form?
Yes, logic branching keeps the form relevant, while dashboards and filters keep each team’s data separate.

2. Can users attach files?
Yes, File upload fields support images, PDFs, and documents for any department.

Your all-in-one support system is live

You’ve built a single support form that dynamically routes to the right team, automates responses, and keeps every department organized in one central hub.
Next, expand it into a Service Operations Portal with SLA tracking and knowledge base pages.

📘 Learn more: How to customize your portal with your brand identity

Last updated November 2025

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