Zendesk Implementation Template

Citizen Support & Service Requests

Government
General inquiries
service requests (permits
licenses)
complaints
social service assistance
information dissemination

Improve citizen engagement and service delivery. This template manages general inquiries, processes service requests, handles complaints, and provides social service assistance.

Deploy for $499

After installation

Ticket Triaging

Ticket Forms

Automatically segment your tickets with views, setup during the installation.

Help Center

Ticket Forms

All your ticket forms will automatically be added to your help center when activated.

Reporting

Ticket Forms

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
Citizen Support & Service Requests

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.