Online Retailers
Streamline your online store's support with this template. It includes pre-built forms for order inquiries, returns, and common questions, and automates responses to keep customers informed.
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
- E-commerce stores
- Online retailers
- D2C brands
- Marketplace sellers
- Subscription services
Ticket Forms Included
- Order Status and Tracking
- Returns and Refunds
- Product Information
- Shipping and Delivery
- Account Management
- Payment Issues
- Technical Support
- Promotions and Discounts
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.
Order Status and Tracking
Customers asking about the current status of their orders or tracking shipments.
Ticket fields
Order Number
Shipping Carrier
Tracking Number
Returns and Refunds
Requests related to returning a product or asking for a refund.
Ticket fields
Order Number
Product SKU/ID
Return Reason
Preferred Resolution
Return Shipping Method
Product Information
Questions about product features, specifications, materials, or sizing.
Ticket fields
Product Name/SKU/ID
Product Category
Size
Color
Shipping and Delivery
Questions about shipping costs, delivery times, address changes, or missing packages.
Ticket fields
Order Number
Shipping Address
Delivery Issue
Account Management
Problems with login, password resets, updating account information, or managing subscriptions.
Ticket fields
Email Address/Username
Issue Type
Payment Issues
Concerns about failed transactions, double charges, or refund processing.
Ticket fields
Order Number
Payment Method
Issue Type
Technical Support
Issues related to website or app functionality, including login errors and checkout failures.
Ticket fields
Device/Platform
Issue Type
Promotions and Discounts
Concerns about promo codes, discount applications, or expired offers.
Ticket fields
Promo Code
Issue Type
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.