About the Zendesk Employee Service Suite

Part 1: About the Zendesk Employee Service Suite
Part 2: Using the sample data for employee
services
Part 3: Simplifyig the submission of employee
service requests
Part 4: Streamlining the resolution of
employee service requests







Employee Service Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus

Zendesk provides several Employee Service Suite plans for organizations that want to use
Zendesk products exclusively for internal services, including Human Resources (HR),
Finance, Legal, and Information Technology (IT).
These plans have new capabilities specifically designed for managing employee services,
such as:
Accessing essential employee data directly within tickets using the Workday
app
Streamlining your employees' service requests with a service catalog in
Zendesk
Generating and managing approvals directly within service requests
(tickets)
Streamlining agent workflows by providing pre-defined task lists for common
ticket topics
Managing and assigning IT assets directly within service requests (tickets)


Together, the capabilities in the Employee Service Suite support the optimization of
employee service management, creating a more efficient and responsive support
environment within organizations.


Understanding the Employee Service Suite features

The Zendesk Employee Service Suite is tailored for organizations that want to use
Zendesk products exclusively for internal services. Although some of the features
described below can also be used in customer service workflows, they are designed
specifically for common employee service use cases.
The Employee Service Suite plans include all features of the equivalent Customer
Service Suite plans along with the following features and enhancements:
Workday integration
Service catalog
Approvals
Tasks
Asset management
(EAP)
Sample content and configurations
specific to employee services


Customers can find more information, including pricing and features, on the Zendesk
website. To purchase a plan, see Buying Zendesk Employee Service Suite.


Workday integration

Integrating the Workday app with Zendesk Support enhances the ticketing
experience by allowing agents to access essential employee data directly within
tickets. This integration improves efficiency by providing a read-only view of
employee information, enabling quicker ticket resolutions without switching
applications.
The app supports multiple Workday and Zendesk instances, ensuring flexibility for
various organizational setups.

To learn more, see Installing and configuring the Workday app
for Zendesk Support.



Service catalog

The Service catalog in Zendesk allows employees to request various services
through the help center. Admins maintain and publish a list of services, which
are automatically linked to the tickets associated with employees' service
requests. This means agents can manage the service requests directly through the
Zendesk Agent Workspace.
This structured approach enhances the efficiency of handling employee requests
and improves overall service delivery within organizations.

To learn more, see Turning the service catalog on.



Approvals

Approvals make it possible for agents to submit requests on behalf of other
agents and end users. These requests are then approved by other agents or end
users who have the authority to make a decision about the request.
Approvals can increase agent efficiency, ensure compliance, maintain quality
control, and provide transparency in your workflows.

To learn more, see About approvals and how they work.



Tasks

Task lists provide a way for admins to create pre-defined lists of actions agents
need to complete in common scenarios. These task lists can then be used by
agents directly in the Zendesk Agent Workspace to keep track of necessary
actions they must perform without having to navigate away from the
ticket.
To learn more, see Creating task lists and Using task lists within tickets.



IT Asset management (EAP)

IT asset management (ITAM) makes it possible to track your asset inventory,
support service requests related to assets, and assign assets to employees within
Zendesk.
To learn more, see Turning on IT asset management in
Zendesk.



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