Using the sample data for employee services

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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_tn3_lcl_q2c__ul_kyd_rzr_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">Part 2: Using the sample data for employee services</li>
<li class="li"><a class="nav-link" href="https://support.zendesk.com/hc/en-us/articles/10488094678682" target="_blank">Part 3: Simplifyig the submission of employee
service requests</a></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>
</ul>
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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>
</div>
<p class="p">The Customer Support Suite and Employee Service Suite plans both provide full-service,
cross-channel experiences for your users with the ticketing system, help center,
messaging and live chat, and voice all working together. They also provide the basic
components and configurations required to get you up and running quickly. </p>
<p class="p">However, while the Customer Support Suite is designed for generic customer service, the
Employee Service Suite is designed with common HR and IT use cases in mind. Therefore,
Zendesk is able to provide more sample data and configurations that work out of the box
for employee services. </p>
<p class="p">This article describes the sample data and configurations provided for new Zendesk
accounts with Employee Service Suite plans and how to use them.</p>
<div class="p">This article includes the following topics:<ul class="ul" id="topic_tn3_lcl_q2c__ul_vth_ldl_q2c">
<li class="li"><a class="xref" href="#topic_dkn_ldl_q2c">Understanding the additional sample data and configurations for employee services</a></li>
<li class="li"><a class="xref" href="#topic_bcx_v2l_q2c">Using the employee service sample data and configurations</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dkn_ldl_q2c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the additional sample data and configurations for employee services</h2>
<div class="body">
<div class="p">In addition to all of the standard content and configurations for the Customer
Support Suite plans, Employee Service Suite plans come with the following additional
sample data designed specifically for HR and IT use cases:<ul class="ul" id="topic_dkn_ldl_q2c__ul_ms1_ydl_q2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888481178" target="_blank">Ticket forms</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098#topic_djc_ky3_q2c" target="_blank">Ticket fields</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887656602#topic_ef1_nsk_q2c" target="_blank">Macros</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829483930#topic_mdh_mlg_p2c" target="_blank">Views</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">Brands</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842#topic_k1c_11l_q2c" target="_blank">Groups</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8988883304090" target="_blank">Help center articles</a></li>
<li class="li">Sample tickets</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> If you are using a Customer Service Suite plan, you can re-create these
in your account manually.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bcx_v2l_q2c">
<h2 class="title topictitle2" id="ariaid-title3">Using the employee service sample data and configurations</h2>
<div class="body">
<div class="p">You have the following options when working with the sample data and configurations
provided for Employee Service Suite plans:<ul class="ul" id="topic_bcx_v2l_q2c__ul_mxy_dkr_s2c">
<li class="li">Use it as-is.</li>
<li class="li">Make adjustments, customizing it to better meet your needs.</li>
<li class="li">Deactivate or delete any of the sample data and configurations you don't
intend to use.</li>
</ul>
</div>
<p class="p">To make it easy for admins to identify the sample data and configurations, all of
their names begin with <em class="ph i">[SAMPLE]</em>. This preface isn't displayed to requesters
in tickets cases where the name is visible to both agents and requesters. However,
it's a good idea to remove this preface from the names of any sample data and
configurations you decide to use in your workflows.</p>
<p class="p">It's also important to understand that all of the sample data and configurations for
employee services are active by default. That means, unlike Customer Service Suite
and Support plans, Employee Service Suite plans have multiple groups, brands, and
ticket forms from the start. This changes some expected behaviors, so it's important
to identify which of these are applicable to your use case, and deactivate
everything else. </p>
<p class="p">For example, new Employee Service Suite plans have multiple brands and omnichannel
routing is on by default. However, omnichannel routing doesn't recognize which
brands agents belong to and tickets are associated with, which can lead to issues.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8125262923802" target="_blank">Using brands (department spaces) with omnichannel
routing</a>.</p>
<div class="p">
<strong class="ph b">To get started with a new Employee Service Suite account</strong><ol class="ol" id="topic_bcx_v2l_q2c__ol_bb4_dsd_t2c">
<li class="li">
<a class="xref" href="#topic_dkn_ldl_q2c">Review the employee service
sample data and configurations</a>.</li>
<li class="li">Deactivate the sample content you don't intend to use.</li>
<li class="li">Configure the sample content you do intend to use. For example, you may want
to:<ul class="ul" id="topic_bcx_v2l_q2c__ul_rmt_ssd_t2c">
<li class="li">Restrict <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838983322" target="_blank">views</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822414490#topic_nhh_gys_5wb" target="_blank">ticket forms</a> by brand to
control agent access to tickets.</li>
<li class="li">Configure groups that will handle sensitive information in tickets
to be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4767122732058" target="_blank">private ticket
groups</a>.</li>
<li class="li">Decide whether you'll use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank">omnichannel routing</a> or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831658650" target="_blank">other routing options</a>. If
you decide not to use omnichannel routing, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5095079121690" target="_blank">turn it off</a>.</li>
<li class="li">Create <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank">ticket triggers</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6716530152858" target="_blank">custom omnichannel routing
queues</a>, or other business rules to assign incoming
tickets to groups. This is necessary as soon as you start adding
agents.</li>
</ul>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886939930" target="_blank">Add agents and admins individually</a>
or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893496218" target="_blank">in bulk</a>.</li>
</ol>
</div>
</div>
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