Citizen Support & Service Requests
Improve citizen engagement and service delivery. This template manages general inquiries, processes service requests, handles complaints, and provides social service assistance.
Deploy for $499After installation
Ticket Triaging
Automatically segment your tickets with views, setup during the installation.
Help Center
All your ticket forms will automatically be added to your help center when activated.
Reporting
You will have pre-configured reporting to help you understand your support data.
Template Overview
Perfect For
- Government agencies
- Public service organizations
- Citizen support centers
Ticket Forms Included
- General Inquiry
- Service Request
- Complaint
- Social Service Assistance
- Information Request
- Emergency Services Request
- Feedback on Services
- Public Event Inquiries
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.
General Inquiry
General questions from citizens about government services, programs, regulations, or contact information.
Ticket fields
Inquiry Topic
Service Request
Requests for specific services, such as permits, licenses, document requests, or reporting non-emergency issues.
Ticket fields
Service Type
Location (if applicable)
Complaint
Submitting complaints or feedback about government services or agencies.
Ticket fields
Complaint Regarding
Social Service Assistance
Requests for assistance with accessing social services, such as welfare programs, housing assistance, or unemployment benefits.
Ticket fields
Social Service Needed
Information Request
Requests for specific information about government programs, policies, or initiatives.
Ticket fields
Information Topic
Emergency Services Request
Requests related to emergency services, such as fire, police, or medical emergencies.
Ticket fields
Emergency Type
Location
Feedback on Services
General feedback on public services provided by the government or agencies.
Ticket fields
Service Type
Public Event Inquiries
Inquiries about upcoming government-hosted events, town halls, or community programs.
Ticket fields
Event Name
Event Date
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.