Brick-and-Mortar Retailers (with online presence)
Connect your online and offline customer experiences. This template helps manage in-store and online inquiries, track loyalty programs, and provides a seamless customer journey across all channels.
Deploy for $499Template Overview
Perfect For
- Retail stores with online shops
- Omnichannel retailers
- Click-and-collect businesses
Ticket Forms Included
- Online Order Support
- Store-Specific Inquiries
- Loyalty Programs
- Bridging Online/Offline Experiences
- Product Returns and Exchanges
- Gift Card Support
- Technical Support
- Bulk and Corporate Orders
- Price Matching and Adjustments
Ticket Forms
Think of ticket forms as different types of enquiries a customer might have when reaching out for support. For example, a common enquiry might be "Where is my item?" or "I need technical assistance."
Each ticket form contains a set of ticket fields, which are the specific pieces of information we collect to help efficiently handle the enquiry. These fields ensure that we capture the necessary details from the start, reducing back-and-forth communication and speeding up resolution times.
Below is a list of ticket forms and their associated ticket fields. These will be automatically set up in your Zendesk instance when you use this template.
Online Order Support
Help with online orders placed for in-store pickup or delivery.
Ticket fields
Order Number
Order Type
Store Location
Store-Specific Inquiries
Questions about store hours, locations, directions, or in-store services.
Ticket fields
Store Location
Inquiry Type
Loyalty Programs
Questions or issues related to the store's loyalty program.
Ticket fields
Loyalty Program Number/Email
Inquiry Type
Bridging Online/Offline Experiences
Issues related to connecting online and offline experiences (e.g., online returns in-store).
Ticket fields
Order Number (if applicable)
Store Location
Product Returns and Exchanges
Requests related to returning or exchanging a product purchased in-store.
Ticket fields
Product SKU/ID
Return/Exchange Reason
Original Purchase Date (if known)
Store Location of Purchase
Gift Card Support
Assistance with purchasing, redeeming, or troubleshooting gift cards.
Ticket fields
Gift Card Number
Issue Type
Technical Support
Help with technical issues related to the online store, mobile app, or in-store digital services.
Ticket fields
Device Type
Issue Type
Bulk and Corporate Orders
Support for corporate clients or customers placing bulk orders.
Ticket fields
Company Name
Order Type
Price Matching and Adjustments
Requests related to price adjustments, price matching, or promotions.
Ticket fields
Purchase Date
Product SKU/ID
Competitor Name (if applicable)
Frequently Asked Questions
Refund policy?
We offer a 15 days full refund guarantee. If you're not completely satisfied, we'll refund your purchase within 15 days of deployment.Request a refund
Will I get help after installation?
Yes, we can follow our get started guide, which contains video and text to help you get started with Zendesk Basic. You can also purchase support hours with us through your Zendesk instance.
Can I install multiple templates?
Yes, you can install multiple templates on your Zendesk instance. For example, you could install the SaaS template and the Employee Experience template to have two use cases set up in your Zendesk. This is ideal if you have multiple teams on your instance.
What's included in the template?
Each template includes pre-configured Zendesk components like ticket forms, fields, views, and triggers. These are set up based on industry best practices and can be customized after installation to match your specific needs.