Software as a Service (SaaS)
Guide users through a seamless onboarding experience. This template helps with user onboarding, troubleshooting technical issues, answering product questions, and managing support tickets effectively.
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
- SaaS providers
- Cloud-based software companies
- Subscription software businesses
Ticket Forms Included
- Onboarding Assistance
- Troubleshooting
- Feature Questions
- Billing and Account Management
- Integrations
- Security and Compliance
- Service Outage or Downtime
- Customization 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.
Onboarding Assistance
Help with getting started with the software, setting up accounts, and initial configuration.
Ticket fields
Account ID/Email
Plan Type
Onboarding Stage
Troubleshooting
Technical issues with the software's functionality, bugs, errors, or performance.
Ticket fields
Account ID/Email
Affected Feature
Browser/OS
Error Message
Steps to Reproduce
Urgency
Feature Questions
Questions about specific features, how they work, or how to use them.
Ticket fields
Account ID/Email
Feature in Question
Billing and Account Management
Inquiries related to billing, invoices, payments, or managing account details.
Ticket fields
Account ID/Email
Billing Issue
Integrations
Questions or support requests related to integrating the software with other applications.
Ticket fields
Account ID/Email
Integration in Question
Security and Compliance
Concerns related to security, data privacy, or regulatory compliance requirements.
Ticket fields
Account ID/Email
Security Concern
Service Outage or Downtime
Reporting system outages, downtime, or degraded performance.
Ticket fields
Account ID/Email
Affected Service
Severity
Customization Requests
Requests for custom features, modifications, or additional configurations.
Ticket fields
Account ID/Email
Customization 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.