Building an employee service catalog with Zendesk

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<p id="docs-hc-snippet" style="display: none;">The service catalog is a built-in feature of the Zendesk help center that lets employees submit service requests to internal teams like HR and IT.</p>
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<p id="docs-ai-summary-content">You can create an employee service catalog to let employees request items like laptops through the help center. Add catalog items with descriptions, customize request forms with fields like justification, and set triggers to assign requests to the right team. Publish items for employee access and track requests. Extend the catalog with categories or custom implementations using the Service Catalog Items API.</p>
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<div class="body">

<p class="p">The service catalog is a built-in feature of the Zendesk help center that lets employees
submit service requests to internal teams like HR and IT. </p>
<p class="p">Here's an overview of how the service catalog works:</p>
<div class="p">
<ul class="ul" id="topic_p11_dh5_r3c__ul_nzk_gj5_r3c">
<li class="li">Zendesk admins populate the service catalog with services and assets that employees
commonly request, such as company laptops or leaves of absence.</li>
<li class="li">Employees access and browse the catalog items in the help center. </li>
<li class="li">If an employee wants to request a catalog item, they click it, complete a custom request
form, and submit the request.</li>
<li class="li">The request becomes a ticket that can be assigned to the appropriate internal team to
fulfill.</li>
</ul>
</div>
<p class="p">This worfklow recipe shows you how to create a simple service catalog for employees.</p>
<p class="p">Topics covered in this article:</p>
<ul class="ul">
<li class="li"><a class="xref" href="#topic_lpm_1l5_r3c">Workflow goal</a></li>
<li class="li"><a class="xref" href="#topic_kk4_z35_r3c">Who can use the service catalog?</a></li>
<li class="li"><a class="xref" href="#topic_qmj_bn5_r3c">Turning on the service catalog in your account</a></li>
<li class="li"><a class="xref" href="#topic_qwy_5p5_r3c">Adding items to the service catalog</a></li>
<li class="li"><a class="xref" href="#topic_al4_5r5_r3c">Adding a custom ticket field to the laptop request forms</a></li>
<li class="li"><a class="xref" href="#topic_rdm_xx5_r3c">Assigning laptop requests to the IT team</a></li>
<li class="li"><a class="xref" href="#topic_yst_vx5_r3c">Publishing the catalog items</a></li>
<li class="li"><a class="xref" href="#topic_npd_sxb_s3c">Testing the employee experience</a></li>
<li class="li"><a class="xref" href="#topic_wwx_2y5_r3c">Extending the service catalog</a></li>
</ul>
<p class="p"><strong class="ph b">Disclaimer</strong>: Zendesk provides this workflow article for instructional and testing
purposes only. It is not meant as an authoritive guide for creating a production-ready service
catalog.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lpm_1l5_r3c">
<h2 class="title topictitle2" id="ariaid-title2">Workflow goal</h2>
<div class="body">
<p class="p">As an IT manager in a software development company, you are tasked with creating a service
catalog for employees for requesting work laptops. </p>
<p class="p">The IT department stocks three types of laptops: a standard MacBook Air laptop for most
employees, an engineering-spec MacBook Pro for software developers, and a Dell XPS laptop
for Windows-specific use cases. </p>
<p class="p">The service catalog should let employees request a new laptop using the help center: </p>
<img class="image img-screenshot" id="topic_lpm_1l5_r3c__image_jvf_nzb_s4c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_services_page.png" width="650">
<p class="p">After selecting an item, the employee must provide a justification for the request, such as
"New hire", "3-year refresh", or "Replacement for stolen or damaged": </p>
<p class="p"><img class="image img-screenshot" id="topic_lpm_1l5_r3c__image_lzn_tzb_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_item.png" width="650"></p>
<p class="p">After the employee submits the request, the ticket should be assigned to the IT team for
approval and fulfilment:</p>
<p class="p"><img class="image img-screenshot" id="topic_lpm_1l5_r3c__image_wyp_rzb_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_new_ticket_in_group.png" width="650"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kk4_z35_r3c">
<h2 class="title topictitle2" id="ariaid-title3">Who can use the service catalog?</h2>
<div class="body">
<p class="p">The service catalog is available in all Zendesk plans except the Team plan. In addition,
your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821255834" target="_blank">help center theme</a> must support the service catalog. The service
catalog is supported in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845834522" target="_blank">standard help center themes</a> and themes that were customized after
July 31, 2025. If your help center uses a custom theme that was customized before July 31,
2025, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832681626#topic_r3w_fr4_yfc" target="_blank">update your custom theme</a> to support the service
catalog.</p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450#topic_kqz_45w_dgc" target="_blank">Considerations for using the service catalog</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qmj_bn5_r3c">
<h2 class="title topictitle2" id="ariaid-title4">Turning on the service catalog in your account</h2>
<div class="body">
<p class="p">By default, the service catalog is not activated in Zendesk accounts. Zendesk admins must
turn it on.</p>
<p class="p">The service catalog becomes visible in the help center the moment your turn it on. This
could be a problem if there's a long delay between turning it on and adding your first
catalog items. You might want to prepare to add your first items after turning on the
catalog by gathering all the approvals, item information, and knowledge you need.</p>
<p class="p"><strong class="ph b">To turn on the service catalog</strong></p>
<ol class="ol" id="topic_qmj_bn5_r3c__ol_lgl_dn5_r3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Settings</strong> (<img class="image" id="topic_qmj_bn5_r3c__d7e84" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) in the sidebar.</span></li>
<li class="li">Under Service catalog, select <strong class="ph b">Turn on service catalog</strong>.<p class="p"><img class="image img-screenshot" id="topic_qmj_bn5_r3c__image_ym4_c45_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-turn-on-service-cat.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Update</strong>.</li>
</ol>
<p class="p">After turning on the service catalog, the service catalog icon is added to the Knowledge
admin sidebar (<img class="image" id="topic_qmj_bn5_r3c__image_pgl_dn5_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">). You can click this icon to create and manage service
catalog items.</p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450" target="_blank">Turning the service catalog on and off</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_qwy_5p5_r3c">
<h2 class="title topictitle2" id="ariaid-title5">Adding items to the service catalog</h2>
<div class="body">
<p class="p">After turning on your service catalog, you can start adding items to it. For this workflow
recipe, you'll add three work laptops for employees.</p>
<div class="p">
<strong class="ph b">To add the work laptops to the service catalog</strong><ol class="ol" id="topic_qwy_5p5_r3c__ol_g2p_412_pdc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_qwy_5p5_r3c__d7e96" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">Create Service</strong>.</li>
<li class="li">Add the following title and description for the first item:<p class="p">Title: </p>
<div class="p">
<pre class="pre codeblock"><code>Standard laptop </code></pre>
</div>
Description:<div class="p">
<pre class="pre codeblock"><code>13" MacBook Air configured as follows:

- 16GB unified memory
- 512GB SSD storage
- 13.6-inch Liquid Retina display</code></pre>
</div>
This is the title and description of the item that employees see in the service
catalog. You can use the editor toolbar to add bullets and format the text.</li>
<li class="li">Click <strong class="ph b">Save draft</strong>.<p class="p">The item won't be visible to employees until you click
Publish from the Save draft menu.</p>
<p class="p">Repeat the process to add two other laptops,
as follows.</p>
</li>
<li class="li">Click the Service catalog icon (<img class="image" id="topic_qwy_5p5_r3c__image_zyj_cr5_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar to go back to the start and create
a second catalog item with the following title and description:<p class="p">Title: </p>
<div class="p">
<pre class="pre codeblock"><code>Engineering-spec laptop</code></pre>
</div>
Description:<div class="p">
<pre class="pre codeblock"><code>16" MacBook Pro configured as follows:

- 32GB unified memory
- 1 TB SSD storage
- 16-inch Liquid Retina XDR display</code></pre>
</div>
</li>
<li class="li">Click the Service catalog icon (<img class="image" id="topic_qwy_5p5_r3c__image_chv_hr5_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar and create a third catalog item
with the following title and description:<p class="p">Title: </p>
<div class="p">
<pre class="pre codeblock"><code>Windows laptop</code></pre>
</div>
Description:<div class="p">
<pre class="pre codeblock"><code>16" Dell XPS laptop configured as follows:

- 32 GB RAM
- 1 TB SSD storage
- 16.3-inch 2K display</code></pre>
</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_al4_5r5_r3c">
<h2 class="title topictitle2" id="ariaid-title6">Adding a custom ticket field to the laptop request forms</h2>
<div class="body">
<p class="p">Creating a service catalog item automatically creates a ticket form to go with the item.
You can add custom ticket fields to the ticket form so that employees can provide more
details in the ticket about their request.</p>
<p class="p">For laptop requests, the fields could include <em class="ph i">Need by date</em> and <em class="ph i">Justification</em>.
For simplicity, this recipe only includes the justification field that employees use to
specify the reason for the laptop request, such as replacing a laptop that was damaged or
stolen.</p>
<p class="p">Because each type of laptop is added as a separate item in the catalog, separate ticket
forms are also created for each laptop. However, you can add the "Justification" ticket
field to all the laptop ticket forms. This is designed to give you maximum flexibility. For
example, your IT catalog might also include other hardware like keyboards and external
monitors. These items might not need a justification field, or the keyboard item might need
an ergonomic option field while the external monitor would not.</p>
<p class="p">To add a justification field to the laptops, start by creating the ticket field, then add
the field to the laptop request forms in the service catalog.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_dqf_hv5_r3c">
<h3 class="title topictitle3" id="ariaid-title7">Creating the justification custom ticket field</h3>
<div class="body">
<p class="p">
<strong class="ph b">To create the justification custom ticket field</strong>
</p>
<ol class="ol" id="topic_dqf_hv5_r3c__ol_cff_mv5_r3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_dqf_hv5_r3c__d8e1577" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Fields</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add field</strong>.</li>
<li class="li">On the <strong class="ph b">Add field</strong> page, select the Text field.<p class="p">For simplicity, add a text
field instead of a dropdown menu.</p>
</li>
<li class="li">Under <strong class="ph b">Name</strong> and <strong class="ph b">Display name</strong>, enter <strong class="ph b">Justification</strong>.</li>
<li class="li">For <strong class="ph b">Description</strong>, enter <strong class="ph b">Reason for the request</strong>.</li>
<li class="li">Under <strong class="ph b">Permissions</strong>, select <strong class="ph b">Customers can edit</strong>.</li>
<li class="li">Then configure the following customer-facing properties for the field: <ul class="ul" id="topic_dqf_hv5_r3c__ul_nzq_xw5_r3c">
<li class="li">Set the <strong class="ph b">Title shown to customers</strong> to <strong class="ph b">Justification</strong>.</li>
<li class="li">Set the <strong class="ph b">Description shown to customers</strong> to <strong class="ph b">Enter the reason for
the request</strong>.</li>
</ul>
<p class="p"><img class="image" id="topic_dqf_hv5_r3c__image_mzq_qz5_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_justification_ticket_field.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Adding custom ticket fields to your tickets and forms</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_qnv_cx5_r3c">
<h3 class="title topictitle3" id="ariaid-title8">Adding the justification custom ticket field to the laptop request forms</h3>
<div class="body">
<p class="p">After creating the justification field, you can add it to the three laptop ticket forms. </p>
<div class="p">
<strong class="ph b">To add the field to the laptop ticket forms</strong><ol class="ol" id="topic_qnv_cx5_r3c__ol_yvy_kx5_r3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_qnv_cx5_r3c__d7e96" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span></li>
<li class="li">Click the name of the <strong class="ph b">Standard laptop</strong> item to edit it.</li>
<li class="li">At the bottom of the page, click <strong class="ph b">Add field</strong> and select <strong class="ph b">Fields</strong>.<p class="p">A list
of your ticket fields appears in the sidebar.</p>
<p class="p"><img class="image img-screenshot" id="topic_qnv_cx5_r3c__image_m3t_mfv_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/service-catalog-custom-field-example.png" width="350"></p>
</li>
<li class="li">Next to the <strong class="ph b">Justification</strong> field, click the add icon (+) to add the field to
the standard laptop's service request form.</li>
<li class="li">Repeat the procedure to add the justification field to the other laptops in your
service catalog.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_rdm_xx5_r3c">
<h2 class="title topictitle2" id="ariaid-title9">Assigning laptop requests to the IT team</h2>
<div class="body">
<p class="p">When an employee submits a request from the service catalog, the ticket should be assigned
automatically to the IT team. You can set up this automatic workflow with a ticket trigger
that routes tickets created with any of the laptop ticket forms to the IT group. To do this,
your IT team members must be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930#topic_h43_2k2_yg" target="_blank">agents in Zendesk</a> and members of a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">group</a>. </p>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_ttf_gbb_s3c">
<h3 class="title topictitle3" id="ariaid-title10">Creating a Zendesk group to handle service catalog requests</h3>
<div class="body">
<div class="note note">
<span class="notetitle">Note:</span> This article assumes you have a regular Zendesk Suite plan. However, the Employee
Services Suite plan provides two IT groups by default: <em class="ph i">IT hardware support</em> and
<em class="ph i">IT software support</em>. If you prefer, you can use the <em class="ph i">IT hardware support</em>
group for the rest of the article and skip this section.</div>
<p class="p">Create a Zendesk group consisting of IT team members who can review and fulfill the
requests.</p>
<p class="p"><strong class="ph b">To create an IT group</strong></p>
<ol class="ol" id="topic_ttf_gbb_s3c__ol_hfq_bcb_s3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ttf_gbb_s3c__d8e651" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Groups</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add Group</strong>.</li>
<li class="li">For the <strong class="ph b">Group name</strong>, enter <strong class="ph b">IT team</strong>. </li>
<li class="li">For the <strong class="ph b">Description</strong>, enter <strong class="ph b">Review and fulfill hardware requests</strong>.</li>
<li class="li">Use the <strong class="ph b">Team members</strong> panel to add your IT team members to the group.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">Creating groups</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_phf_ccb_s3c">
<h3 class="title topictitle3" id="ariaid-title11">Creating a trigger to assign laptop requests to the IT team group</h3>
<div class="body">
<p class="p">Next, create a ticket trigger that automatically assigns tickets created with any laptop
ticket form to the IT team group. </p>
<p class="p">A trigger consists of one or more conditions that cause the trigger to fire, and one or
more actions the trigger will perform when it fires. To assign laptop requests to the IT
team group, the behavior of the new trigger should be as follows:</p>
<ul class="ul" id="topic_phf_ccb_s3c__ol_vbw_dvs_t3c">
<li class="li">The trigger should fire when a ticket is created with any one of the three laptop
service catalog forms.</li>
<li class="li">
<p class="p">The trigger's action should be to assign the ticket to the IT group.</p>
</li>
</ul>
<p class="p"><strong class="ph b">To create the trigger</strong></p>
<ol class="ol" id="topic_phf_ccb_s3c__ol_dv3_fcb_s3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_phf_ccb_s3c__d8e1729" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li">Set the <strong class="ph b">Name</strong> to <strong class="ph b">Service catalog tickets</strong>.</li>
<li class="li">Under <strong class="ph b">Description</strong>, enter <strong class="ph b">Assign service catalog ticket to the IT team</strong>.</li>
<li class="li">Under <strong class="ph b">Conditions</strong> &gt; <strong class="ph b">Meet ALL of the following conditions</strong>, add the
following condition:<ul class="ul" id="topic_phf_ccb_s3c__ul_z55_tgb_s3c">
<li class="li">Ticket &gt; Ticket | Is | Created</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Meet ANY of the following conditions</strong>, add the following conditions:<ul class="ul" id="topic_phf_ccb_s3c__ul_xzr_d3t_t3c">
<li class="li">Ticket &gt; Service catalog form | Is | Standard laptop</li>
<li class="li">Ticket &gt; Service catalog form | Is | Engineering-spec laptop</li>
<li class="li">Ticket &gt; Service catalog form | Is | Windows laptop</li>
</ul>
</li>
<li class="li">Under <strong class="ph b">Actions</strong>, define the following action:<ul class="ul" id="topic_phf_ccb_s3c__ul_qlh_vvs_t3c">
<li class="li">Ticket &gt; Group | IT team</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
</ol>
<p class="p">The conditions and action of your trigger should look as follows:</p>
<p class="p"><img class="image img-screenshot" id="topic_phf_ccb_s3c__image_ufk_q3b_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_trigger.png" width="600"></p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">Creating ticket triggers for automatic ticket updates and
notifications</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_yst_vx5_r3c">
<h2 class="title topictitle2" id="ariaid-title12">Publishing the catalog items</h2>
<div class="body">
<p class="p">When adding items to catalog, employees can't see them in the help center yet because their
status is set to Draft by default:</p>
<p class="p"><img class="image img-screenshot" id="topic_yst_vx5_r3c__image_ptv_sz5_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_ready.png" width="600"></p>
<p class="p">When you're satisfied with your workflow setup and with the items in your catalog, you can
publish the items so employees can start using the service catalog to request laptops from
the IT department.</p>
<div class="p">
<strong class="ph b">To publish the catalog items</strong><ol class="ol" id="topic_yst_vx5_r3c__ol_j3w_1y5_r3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Service catalog</strong>
(<img class="image" id="topic_yst_vx5_r3c__d7e96" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Service-cat-tag-icon.png" width="20">) in the sidebar.</span></li>
<li class="li">For each laptop in the list, click the item name to open the service item.</li>
<li class="li">At the bottom of the page, click the arrow next to <strong class="ph b">Save draft</strong> and select
<strong class="ph b">Publish</strong>.</li>
</ol>
</div>
<p class="p">The items are now visible in the service catalog in your help center. Employees can browse
them and submit requests.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_npd_sxb_s3c">
<h2 class="title topictitle2" id="ariaid-title13">Testing the employee experience</h2>
<div class="body">
<p class="p">Go to your help center and click the Services link in the top toolbar. </p>
<p class="p"><img class="image img-screenshot" id="topic_npd_sxb_s3c__image_y1k_swb_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_services_link.png" width="650"></p>
<p class="p">The service catalog appears:</p>
<p class="p"><img class="image img-screenshot" id="topic_npd_sxb_s3c__image_d2f_5wb_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_services_page.png" width="650"></p>
<p class="p">Click one of the laptops, enter a justification for the request, and click the <strong class="ph b">Submit
request</strong> button to submit the request. </p>
<p class="p"><img class="image img-screenshot" id="topic_npd_sxb_s3c__image_d3f_5wb_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_item.png" width="650"></p>
<p class="p">After entering a justification and submitting the request, a ticket is created and assigned
to the IT team group.</p>
<p class="p"><img class="image img-screenshot" id="topic_npd_sxb_s3c__image_d4f_5wb_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_new_ticket_in_group.png" width="650"></p>
<p class="p">A member of the group can open the ticket to review and fulfill it.</p>
<p class="p"><img class="image img-screenshot" id="topic_npd_sxb_s3c__image_d5f_5wb_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_ticket.png" width="650"></p>
<p class="p">You can track the status of your request on your Requests page in the help center:</p>
<p class="p"><img class="image img-screenshot" id="topic_npd_sxb_s3c__image_pv1_ydc_s8c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tutorial_service_catalog_hc_request.png" width="650"></p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_wwx_2y5_r3c">
<h2 class="title topictitle2" id="ariaid-title14">Extending the service catalog</h2>
<div class="body">
<p class="p">Here are ideas for extending your service catalog:</p>
<div class="p">
<ul class="ul" id="topic_wwx_2y5_r3c__ul_syq_pk3_s3c">
<li class="li">Use categories to expand your catalog. For example, you could create an IT category
and an HR category. The HR category might contain leave-of-absence requests
(maternity/paternity, sabbatical, and medical) and other categories of requests.
Categories can be nested up to 5 layers deep. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10231440438938" target="_blank">Creating and managing categories for your service
catalog</a>.</li>
<li class="li">By default, employees can browse and request items from the service catalog in the
help center. You could also build your own custom implementation using the <a class="xref" href="https://developer.zendesk.com/api-reference/help_center/employee-services/service_catalog_items/" target="_blank">Service Catalog Items API</a>. Building a custom
service catalog is useful if you want to host the catalog on an internal website such as
your company's IT site. For a hands-on tutorial, see <a class="xref" href="https://developer.zendesk.com/documentation/employee-services/build-a-custom-service-catalog/part-1-laying-the-groundwork/" target="_blank">Building a custom employee service catalog with
Zendesk</a> in the developer docs.</li>
<li class="li">Bookmark and share the docs with other internal teams interested in learning about and using
the service catalog:<ul class="ul" id="topic_wwx_2y5_r3c__ul_nlz_l1v_r3c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450" target="_blank">Turning the service catalog on and off</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698" target="_blank">Adding services to your service catalog</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530-#topic_v2c_gfk_cgc" target="_blank">Accessing the service catalog</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_y2c_gfk_cgc" target="_blank">Submitting a service request</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9444017009690" target="_blank">Editing and managing services in your service
catalog</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10231440438938" target="_blank">Creating and managing categories for your service
catalog</a></li>
<li class="li">
<a class="xref" href="https://developer.zendesk.com/documentation/employee-services/build-a-custom-service-catalog/part-1-laying-the-groundwork/" target="_blank">Building a custom employee service catalog</a>
in the developer documentation</li>
<li class="li">
<a class="xref" href="https://developer.zendesk.com/api-reference/help_center/employee-services/service_catalog_items/" target="_blank">Service Catalog Items API</a> in the developer
documentation</li>
</ul>
</li>
</ul>
</div>
</div>
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