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Customer service management template

Deliver exceptional customer experiences, fast.

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best for

External customer support teams

key features

Request types

Customer portal


Developer escalations

Customer context

What is a customer service management template?

The customer service management template is best suited for teams needing a branded support experience for external customers. This template is designed to deliver great service experiences by helping your external customers or business partners quickly get the help they need.

What does the customer service management template include?

Capture relevant customer information

Use editable request types for common external support issues or create your own that are specific to your team’s external support services.

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Customizable help center portal

Create a branded service portal with customizable request types and workflows to meet your customers' needs.

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Create and optimize your queues

Organize customer requests from the help center, email, chat, and other channels into queues so you can quickly view, triage, and assign requests as they come in.

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Escalate requests to development

Route complex support requests to development teams directly from the issue. View escalated requests in a dedicated queue and automate notifications to relevant teams when the services they own are affected.

Developer escalation screenshot

Add customer context and set permissions

Instantly see details about a customer and their organization so your support agents can solve issues quicker.

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Help desk window

Branded portal

Create a seamless experience for customers with a branded, intuitive portal. 


Optimized queue

Bring together requests from different channels, such as email, chat tools, and more. Triage and track incoming requests with ease.

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Goal-oriented SLAs

Use SLAs to measure service experience. Filter deadlines by elapsed time or request categories. Use automated alerts to prevent breaches.

How to get started with the customer service management template

The easiest way for service teams to set SLAs, answer customer questions, prioritize requests, and collect feedback.

1. Set up your help center and portal

The help center is where customers can submit requests and access your self-service knowledge base. Customize the welcome message, announcements, and layout. Learn more.

2. Customize your request types

Help customers and agents by using tailored request types, or even creating your own. Learn more.

3. Organize your queues

Align your queue with the way your teams triage and address customer requests. Learn more.

4. Add agents

It’s time to get the party started! Add agents to your service project team. Learn more.

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