Is this functional or technical?

I have the need to implement a checklist or decision tree to non-technical application users that helps them categorize their issue as technical issue (missing data, error message, etc,) or a functional issue (how do I …?). Do you know of a good model or process that is commonly used in IT support organizations to do this?

The end user will be expected to contact two different help desks, technical and functional, depending upon their decision. It’s important that the process that is implemented is very simple but highly accurate because the two helpdesk do not hand off issues to one another. Thanks!