Simplifying the submission of employee service requests

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<p id="docs-ai-summary-content">Set up your account to simplify employee request submissions by configuring IT asset management, creating custom ticket fields, and ensuring your help center supports the service catalog. Add and publish service items linked to asset types, then use triggers and action flows to route requests to the right teams. Train employees and agents to use the service catalog and asset management features for streamlined internal support.</p>
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<p id="docs-hc-snippet" style="display: none;">Articles in the series</p>
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<p class="sidenav-heading">Articles in the series</p>
<ul class="nav nav-underline flex-column" id="topic_f5h_mzj_t3c__ul_enb_q1k_t3c">
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/10386345608346" target="_blank">Messaging deployment guide:
Introduction</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/8836478757914" target="_blank">Part 1: About the Zendesk Employee Service
Suite</a></li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/9012803758362" target="_blank">Part 2: Using the sample data for employee
services</a></li>
<li class="li">Part 3: Simplifyig the submission of employee service requests</li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/10488109018906" target="_blank">Part 4: Streamlining the resolution of
employee service requests</a></li>
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<p class="p"><span class="ph suite_es_all">Employee Service Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus</span></p>
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<p class="p">Regardless of your employee service use case, the service catalog is designed to give
your employees a single path for submitting requests, regardless of whether it's related
to IT, HR, or other internal processes. The service catalog automatically creates
separate ticket forms for each of your services, making it easy to customize the data
you collect for each service and automatically route and modify requests for specific
services as needed. Your service catalog items can also be connected directly to your
asset types if you're using the IT asset management (ITAM) feature. </p>
<p class="p">When you turn on the service catalog, it is immediately available in your help center.
Therefore, it's best to be prepared with a plan for which services you're going to add
and everything you need to do to configure your service items before turning on the
service catalog. We recommend doing things in the following order:</p>
<div class="p">
<strong class="ph b">Setting up the service catalog and ITAM for employees to submit requests</strong><ol class="ol" id="topic_f5h_mzj_t3c__ul_u12_zfk_t3c">
<li class="li">
<strong class="ph b">Turn on and configure ITAM.</strong> If you're using ITAM, start by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817293579674" target="_blank">turning on ITAM</a> and configuring it.
When you turn it on, four pre-defined asset types with standard asset fields and
two ticket lookup relationship fields are created. </li>
<li class="li">
<strong class="ph b">Create IT assets.</strong> IT asset types are defined in a hierarchy and inherit
their parents' asset fields. <p class="p">After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817310808090" target="_blank">create and configure your asset
types</a>, you can use the data importer to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817310808090#topic_sd2_mdf_bhc" target="_blank">bulk import your asset data</a> and
then use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10207241177882" target="_blank">Microsoft Intune</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10207262050330" target="_blank">Jamf Pro</a> action flow templates to
automatically sync your asset data going forward.</p>
</li>
<li class="li">
<strong class="ph b">Create custom ticket fields that you'll use for your service items.</strong>
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Create any custom ticket fields</a> you'll
use to capture necessary details for the service items you are planning to add
to your catalog. Ensuring these already exist makes it faster and easier to add
your service items after you turn on the service catalog. </li>
<li class="li">
<strong class="ph b">Turn on the service catalog.</strong> Decide which help center you're going to use
for the service catalog. It can only be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9443951511450" target="_blank">turned on</a> for one help center per
account. Then do the following to ensure it supports the service catalog:<p class="p">The
service catalog is available in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845834522" target="_blank">standard Copenhagen theme</a> and help
center themes that were customized after July 31, 2025. If your help center
uses a custom theme that was customized before that date, you need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832681626#topic_r3w_fr4_yfc" target="_blank">update your custom theme to support the
service catalog</a>.</p>
<p class="p">Additionally, on Employee Service Suite
plans, the help center must be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842656154" target="_blank">restricted to signed-in end users</a>.
On Customer Service Suite plans, the help center doesn't need to be
restricted, but the service catalog is only accessible to signed-in
users.</p>
</li>
<li class="li">
<strong class="ph b">Add and publish your service items to the catalog.</strong> When you<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698#topic_rnl_d3f_pdc" target="_blank"> add services to your service catalog</a>,
use the <em class="ph i">Add fields</em> option to select the applicable custom ticket fields
and connect it to ITAM asset types that are available to or assigned to the user
submitting the request.<p class="p">Additionally, you can add services to categories
within the service catalog to make them easier to find, and add thumbnails
to make each service easier to identify.</p>
<p class="p">After you add services to the
catalog, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8478940252698#topic_cc4_cw1_wfc" target="_blank">publish each service</a> to make them
visible to employees.</p>
</li>
<li class="li">
<strong class="ph b">Automatically route tickets to the appropriate internal team.</strong> You can use
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">ticket triggers</a> to automatically route
service catalog requests to the appropriate internal team of agents based on the
name of the ticket form associated with the request. Depending on what you need
to do, you can also use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">action flows</a> to automatically update
and send notifications about service requests. <p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488109018906" target="_blank">Setting up your account to help agents
solve employee requests</a>.</p>
</li>
<li class="li">
<strong class="ph b">Train your employees and agents to use the service catalog and ITAM
features.</strong> Train your employees to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530#topic_ijj_s2k_cgc" target="_blank">submit requests through the service
catalog</a>. Then train your agents to respond to employee requests and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817279885466" target="_blank">use IT assets in ticket
workflows</a>.</li>
</ol>
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