If you provide technical support, the form could request the model, operating system and circumstances in which the issue appears. An optional screenshot would include instructions to hide personal information. You would then decide whether a remote session is suitable. Follow-up would bring together appointments, observations and next steps without requesting a password through the public enquiry form on your website.
An illustrative example to adapt to your business. It does not represent a completed project in this municipality.
Should customers install software straight away?
No. The initial enquiry can simply collect symptoms and contact details. You explain the process and required tools later, once an assistance session has been agreed with the customer.
How can troubleshooting and training be distinguished?
Two clear choices in the form identify the purpose. An open question collects the desired result so you can recommend an appropriate service and amount of appointment time.